Shipping policy

Last updated: 10 July 2026

This Delivery Policy describes our shipping, tracking, and delivery process for orders placed on purecanine.uk.

1. Where we ship

We currently ship to the United Kingdom, the United States, and Canada.

If you're outside these countries, contact us at support@purecanine.uk and we'll let you know if we're able to deliver to your location.

2. Order tracking

Once your order has been dispatched, you will receive a confirmation email containing your tracking number (where available).

You can track your parcel here

Please note: tracking information may take 24 to 72 hours to appear after dispatch.

3. Processing times

All orders are typically processed within 1 to 2 working days (excluding weekends and bank holidays). During periods of high demand, processing may take slightly longer.

4. Delivery timescales

Once dispatched, orders are estimated to arrive within:

8 to 10 working days

These timescales are estimates and may vary depending on the carrier and logistics, security or customs checks, weather conditions, or exceptional circumstances beyond our control.

5. Delivery charges

Delivery is free across the Site (unless otherwise stated at checkout).

6. Important shipping information

a) Delivery address

You are responsible for ensuring your delivery details are accurate (name, address, postcode, phone number, etc.). If your address is incomplete or incorrect, delivery may fail or be delayed. If a parcel is returned to us due to an incorrect address or being unclaimed, we may offer redelivery (charges may apply) or a refund in accordance with our Returns & Refunds Policy.

b) Split shipments

Depending on stock availability and logistics, an order may be dispatched in more than one parcel. In that case, you will receive separate tracking numbers for each.

c) Import duties and charges

Some orders may be dispatched from fulfilment centres located outside the UK. In rare cases, the carrier may request import charges (customs duties, taxes, or handling fees). Where such charges apply, they are generally the responsibility of the customer, unless otherwise required by law.

7. Late, lost, or "delivered" parcels

a) Late parcel

If your parcel has not arrived within the estimated timeframe, please contact us and we will look into the status of your shipment.

b) Lost parcel

If tracking has not updated for an extended period, we will open an investigation with the carrier. Depending on the outcome, we will offer redelivery or an appropriate resolution.

c) Tracking shows "delivered" but parcel not received

If your tracking shows as delivered but you have not received your order, please check with anyone at your address, your neighbours, any safe place left by the courier, or a local collection point. Please also verify the delivery address provided on your order, then contact us as soon as possible.

8. Damaged item on arrival

If your order arrives damaged, please contact us as soon as possible at support@purecanine.uk with your order number and clear photos or videos of both the parcel and the product. We will handle your case in accordance with our Returns & Refunds Policy.

9. Payment methods

We accept the following payment methods:

Credit and debit card (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay and Shop Pay.

10. Contact

For any questions regarding delivery:

Email: support@purecanine.uk