At Top Pup Foods, we’re committed to delivering premium products for your beloved canine companions with the same care you show them. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

We ship globally (excluding some Asian and remote regions) using reliable carriers to ensure your pup’s essentials arrive safely.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options

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

Please note: Delivery times are estimates and may vary depending on destination and customs processing. You’ll receive tracking information once your order ships.

Returns & Exchanges Policy

While we’re confident your pup will love our premium products, we understand that sometimes returns are necessary. Our policy is designed to be fair while complying with UK health and safety regulations.

Eligibility

To qualify for a return or exchange:

  • Request must be made within 15 days of receiving your order
  • Items must be unused, in original packaging, and in the same condition as received
  • Proof of purchase is required

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Opened dog food (including cold-pressed and frozen/raw varieties)
  • Dog medications & health products (wormers, flea treatments)
  • Used dental care items
  • Ear care products

Return Process

  1. Contact Us: Email [email protected] within 15 days of delivery with:
    • Your order number
    • Product name
    • Reason for return
    • Preferred resolution (refund or exchange)
  2. Wait for Approval: We’ll respond within 2 business days with return instructions
  3. Package Securely: Use original packaging when possible
  4. Ship Your Return: Send to:
    Top Pup Foods Returns
    19 Dalston Rd
    Carlisle, GB CA8L 8QS

Important: Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service.

Refund Process

Once received and inspected (typically within 5 business days):

  • We’ll notify you of approval status
  • Refund timeline:
    • Credit card/PayPal payments: 5-10 business days after approval
    • Refunds issued to original payment method
  • Original shipping costs are non-refundable

Exchanges

For size, color, or product changes:

  • Follow the standard return process
  • Clearly state you’re requesting an exchange and specify replacement item
  • Customer is responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged item (e.g., torn dog bed) or defective product (e.g., faulty harness):

  • Contact us immediately at [email protected]
  • Include photos of the damage
  • We’ll arrange replacement or refund and cover all shipping costs

Need Help?

Our caring customer team is always happy to assist with any shipping or returns questions. Email us at [email protected] – we’re as committed to excellent service as we are to your pup’s wellbeing.

Last updated: [Insert Date]