Shipping policy
SHIPPING POLICY
Last updated: 5 August 2026
This Shipping Policy applies to orders placed through pawcleanpro.com.
PawClean Pro is a trading name of PETALIQUE LTD.
1. DELIVERY AREA
We currently deliver only to supported addresses in Great Britain:
• England;
• Scotland;
• Wales.
We do not currently deliver to:
• Northern Ireland;
• the Channel Islands;
• the Isle of Man;
• countries outside the United Kingdom.
An order placed for an unsupported address may be cancelled and refunded.
2. ORDER PROCESSING
Orders are normally reviewed and sent for fulfilment after payment has been successfully authorised.
Processing time is separate from delivery time.
The estimated processing timeframe shown on the product page, checkout or order confirmation applies to your order.
Orders may require additional processing time because of:
• weekends or public holidays;
• payment verification;
• incomplete delivery information;
• unusually high order volumes;
• product availability;
• supplier or carrier disruption.
We will contact you if a material problem affects your order.
3. FULFILMENT LOCATION
We use third-party suppliers and fulfilment partners to prepare and dispatch orders.
Products may be dispatched directly from suppliers located outside the United Kingdom, including China.
Our registered office in London is not a warehouse, retail shop, collection point or returns address.
4. DELIVERY TIME
The estimated delivery timeframe applicable to an order will be shown before purchase, on the relevant product page, at checkout or in the order confirmation.
Delivery estimates begin after the order has been processed and dispatched.
Unless a different delivery period has been clearly agreed with you, goods will be delivered within 30 days after the order is accepted.
Delivery estimates are provided in good faith but are not guaranteed delivery dates unless expressly stated otherwise.
5. DELIVERY CHARGES
Available delivery methods and any applicable delivery charges are displayed before you complete checkout.
Where free delivery is offered, it applies only to eligible products, orders and supported delivery addresses.
No additional delivery charge will be added after checkout unless you expressly agree to it.
6. ORDER TRACKING
Where tracking is available, we will send tracking information after the order has been dispatched.
Tracking information may take several business days to begin displaying movement after it is created.
Tracking systems are operated by independent carriers, and occasional scanning delays do not necessarily mean that a parcel has stopped moving.
7. MULTIPLE PACKAGES
Products from the same order may be dispatched separately.
You may therefore:
• receive more than one package;
• receive packages on different dates;
• receive more than one tracking number.
You will not be charged additional delivery fees solely because an order is divided into multiple packages unless this was clearly agreed before purchase.
8. DELIVERY ADDRESS
You are responsible for providing a complete and accurate delivery address.
Please verify:
• the recipient’s full name;
• house or building number;
• street;
• town or city;
• postcode;
• contact email;
• contact telephone number.
Contact support@pawcleanpro.com immediately if information needs to be corrected.
We cannot guarantee that changes can be made after an order has entered fulfilment or has been dispatched.
9. FAILED OR UNDELIVERABLE DELIVERY
A parcel may be returned or treated as undeliverable where:
• an incorrect or incomplete address was supplied;
• delivery was refused;
• the recipient could not be contacted;
• required delivery attempts were unsuccessful;
• the parcel was not collected from a delivery point;
• access to the delivery address was not reasonably possible.
We will contact you where we become aware of an undeliverable parcel.
Where legally permitted, reasonable costs caused by incorrect information or failure to accept delivery may be deducted from a refund or charged before redelivery.
10. DELAYED ORDERS
A parcel may be delayed because of:
• carrier congestion;
• severe weather;
• customs processing;
• public holidays;
• industrial action;
• transport disruption;
• address verification;
• security checks;
• events outside our reasonable control.
Contact support@pawcleanpro.com if an order has not arrived within the estimated delivery period.
We will review the tracking information and, where necessary, contact the supplier or carrier.
A parcel is not automatically considered lost solely because a delivery estimate has passed.
11. LOST PARCELS
Where a carrier or fulfilment partner confirms that a parcel has been lost, we will provide an appropriate remedy, which may include:
• sending a replacement; or
• issuing a refund.
We may ask you to confirm that the parcel has not been received and to cooperate with a reasonable carrier investigation.
Nothing in this section limits your consumer rights where goods are not delivered.
12. DAMAGED PACKAGES
Please inspect the package and product after delivery.
Contact support@pawcleanpro.com as soon as reasonably possible if:
• the package appears materially damaged;
• the product is damaged;
• items or components are missing;
• you received an incorrect item.
Please include your order number and clear photographs or video where possible.
Photographic evidence may help us investigate the issue, but failure to provide photographs does not automatically remove your statutory rights.
13. VAT, CUSTOMS AND IMPORT CHARGES
Products may be dispatched from outside the United Kingdom.
Where applicable, United Kingdom VAT is included or charged in the price displayed at checkout.
Our current store is intended for orders with a total goods value of £135 or less per imported consignment.
For non-excise goods with a consignment value of £135 or less, UK VAT should normally be collected at the point of sale and Customs Duty should not normally be charged to the customer.
We do not currently intend to accept orders requiring an imported consignment with a goods value above £135.
An order that would cause a consignment to exceed this limit may be divided into separate consignments where lawful and operationally appropriate, or it may be cancelled and refunded.
If a carrier unexpectedly requests an import tax, customs charge or handling payment, contact support@pawcleanpro.com before making the payment so that we can investigate.
14. NO FALSE VALUE DECLARATIONS
We do not authorise suppliers or customers to:
• falsely reduce the declared value of goods;
• describe a commercial order as a gift;
• provide inaccurate customs information;
• avoid legally applicable taxes or duties.
15. CHANGES OR CANCELLATIONS
Contact support@pawcleanpro.com as soon as possible if you need to cancel or change an order.
We will try to make the requested change before fulfilment, but we cannot guarantee changes after an order has been processed or dispatched.
Further information is available in our Return and Refund Policy.
16. RETURNS
Do not return products to the address shown on the original package unless we have specifically instructed you to do so.
Do not return products to our registered office.
Contact support@pawcleanpro.com before returning any product. We will provide the appropriate instructions and return address.
17. CONTACT
For questions about processing, tracking or delivery, contact:
PawClean Pro
A trading name of PETALIQUE LTD
Email: support@pawcleanpro.com
Website: https://pawcleanpro.com
Please include your order number when contacting us about an existing order.