Welcome to our Customer Help Center!
Here at Paw Prints, we understand that sometimes you need a little extra guidance. That’s why we’ve compiled a comprehensive helpdesk page to address common queries about orders, shipping, returns, exchanges, and more.
Browse through this page to find quick and helpful answers to your queries.
The time in which it takes for you to receive your order will depend on which shipping method you choose at checkout. We ship via Royal Mail & DPD. If you think you should have received your order by now, please check the tracking we sent you via email – if your tracking is still not showing or has not been sent to you, please get in touch with us by using the form on our contact us page here.
If you have already placed an order, please get in touch with us straight away to change your shipping address. We cannot guarantee that we can change this for you, as we try to turn our orders around as quickly as possible.
To change your default shipping address for future orders, please follow the steps below.
No, we do not store your credit card information on our servers. For your security and peace of mind, all transactions are processed through secure, PCI DSS-compliant payment gateways such as Worldpay and Stripe. This ensures that your credit card details are encrypted and handled with the highest level of security.
If you choose the ‘save card for next time’ option provided by our payment processors, your card details will be securely stored by Worldpay or Stripe, not by us. We adhere to all relevant UK regulations and guidelines to protect your financial information. If you have any further questions or concerns, please do not hesitate to contact our customer support team.
This would depend on how many products you order, but in most cases yes your items will arrive on one package!
You cannot order items that are labelled out of stock unless they are on backorder. Some items are available for backorder. You will see the tag ‘Available on backorder’ above the add to cart button, on the cart page and on the checkout page. Your items will be shipped separately if you have ordered other items that are available. We will also notify you via email if your items are on backorder.
Our groom room is located inside Paw Prints pet superstore in Hipperholme HX3 8ER
You can either pop into our Hipperholme store, or you can call us on 01422 208 822. You can also send us an email via the booking enquiry form on our website!
You can either pop into our Hipperholme store, or you can call us on 01422 208 822. You can also send us an email via the booking enquiry form on our website!
You can! We advise for you to leave your pet with us and wait for us to call you when they are ready to be collected
When your pet is finished with their groom we put their collars and leads back on and stay with them in the groom room with all doors closed until you come to collect them. Cats will be placed back in their carriers until you come to collect them
We can! If you have your own medicated or sensitive shampoo you would like them to be bathed in please do bring it along with your dog! We also have sensitive shampoos in the groom room we can use on your pet
Most cats are good at keeping themselves clean. However, if your cat gets knotty, matted or is shedding a lot we can help to get the dead hair or matting out! If your cat struggles to clean themselves and gets quite smelly we also offer a warm water bathing service.
Our groomers have had lots of experience with nervous dogs that don’t like to be groomed. Please let us know if your dog doesn’t like to be groomed and we will go slow with them and do our best to keep them calm. Your pets safety is our top priority so if we feel it has become unsafe to groom them, we won’t push them and will ask for you to collect your pet. We want your pet to be able to trust us, so we treat them like our own!
Appointment times do vary depending on your pets breed, coat condition, temperament and styling requests. We will give you an approximate time of how long the groom will take when you drop your pet off. But we do recommend waiting for a call from us to let you know as soon as your pet is ready to be collected
We recommend that you leave your pet with us during their groom. Most pets do tend to get more stressed or become more difficult to groom when they can see their owner as they just want to come and see you! We have a viewing window if you would like to watch them. However, as we are using sharp equipment during your pet’s groom so we do ask that you try to keep out of your dogs view and don’t call for them and this can distract them!
You can find our returns policy here: https://pawprintspetstores.co.uk/refund_returns/
We’re sorry to hear you received the wrong item! We do our best to meticulously pick and pack your orders, however if you ahve received the wrong item, we aim to put this right as soon as possible. Simply drop us an email at [email protected] so that we can help you
We’re sorry that your order arrived damaged, for efficiency please make contact with us via email at [email protected] with your order number and an image of the damaged package & item.
You can find all the ways to receive support on our contact page here: https://pawprintspetstores.co.uk/contact-us/
We try our best to pack and ship your order as soon as possible, so it is imperative you get in touch with us ASAP to ensure we are able to help you. We cannot guarantee that it is possible to change tour shipping address once your order is placed, however please get in contact with us straight away by phone or email to see what we can do for you
Orders are final once they are placed and paid for, and so cannot be cancelled. We cannot guarantee that it is possible to change your order once it has been placed, however if you would like to amend your order, we will try to be as accommodating as possible – please get in touch to see what we can do for you.
Help is on the way!
Don’t worry – our friendly customer support team is just a message or call away, ready to provide you with the assistance you need.
Your satisfaction is our top priority, and we’re here to ensure your experience with Paw Prints is nothing short of excellent!