At Pedigree Shop, we’re dedicated to providing premium nutrition for your beloved canine companions. Our worldwide shipping and hassle-free returns policy ensure you can shop with complete confidence.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to suit your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Shipping fee: £12.95
  • Free Shipping:
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Available for orders over £50

Note: We ship worldwide except to Asia and certain remote areas. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We want you and your furry friend to be completely satisfied with every purchase. If you’re not happy with your order, we offer a straightforward returns process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible:

  • Products must be unopened and in original packaging
  • A receipt or proof of purchase is required
  • Items must be in the same condition as when received

Important: For health and safety reasons, we cannot accept returns on Frozen & Raw Dog Food products once they have been shipped. These temperature-sensitive items cannot be resold after leaving our facility.

How to Return an Item

Follow these simple steps to process your return:

  1. Contact us at [email protected] within 15 days of receiving your order
  2. Provide details including your order number and reason for return
  3. Wait for authorization – we’ll email you a Return Merchandise Authorization (RMA) number and instructions
  4. Package items securely in their original packaging if possible
  5. Ship items back to:
    Pedigree Shop Returns
    76 High St, St Albans,
    GB CH8L 2AO

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Refund Process

Once we receive and inspect your return (typically within 3-5 business days):

  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after receiving your return
  • Bank processing: May take an additional 2-5 business days to appear on your statement

Exchanges will be processed immediately upon receiving your return, with the new item shipped within 1-2 business days.

Damaged or Defective Items

If you receive a damaged or defective product (excluding Frozen & Raw Dog Food), contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement or refund at no additional cost.

International Returns

For our international customers:

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Mark packages as “Returned Goods” to avoid additional customs charges

Need Help?

Our friendly customer service team is always happy to assist you and your four-legged friends! Contact us at [email protected] for any questions about our shipping or returns policy.

Happy tails mean happy customers – that’s our promise at Pedigree Shop!