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FAQs

Below are some of the standard questions we have been asked, if your question is not covered please email us via the contact form.

Do I have to sign up to marketing emails?
Certainly not! Unlike some companies we never automatically sign you up to our marketing emails - you have to select this yourself:)

Are payments secure?
Yes, we do not see your card information, our payment processing is managed by Shopify & Paypal. Our whole site is also covered by an SSL Certificate.

Do you charge card processing fees? 
No! Even as small business we have never believed in passing those costs on to our customers, we don't even work it into the cost of products.

How much is delivery?
We want to offer customers cost effective P&P rates so charges range from £2.50 to £3.75 and offer FREE shipping on all orders over £30.00. The standard Royal Mail rates for small parcels start at £2.90 so we are already absorbing some of the costs for customers. 

Where do you deliver?
We deliver across the UK covering all areas from Birmingham, West Midlands, London, Devon, Southampton, Manchester, Liverpool, Cambridge, Scotland including Edinburgh and Glasgow as well as areas across Wales.

Do you offer International Shipping?
For orders outside of the UK within Europe please visit our European stockist Dogista.

For all other international destinations such as USA and Canada please email us with your address and the products you are interested in buying. We will then let you know how much shipping costs would be.
Email: customers@bigpaws.co

What are the holders made from?
Our exclusive bowl holders are made from steel and powder coated to give it a nice finish.

Is there a Warranty?
Yes we offer you a Lifetime Warranty of the holders & brackets, while we are confident they will stay looking great for some time, we want you to have a hassle free purchase. Please make sure you have registered for the warranty by filling in this form: Warranty Registration

Does the holder come with fixings?
Yes, we supply fixings (screws) and instructions.

Are the wall holders available in other colours?
Base stock is always Black, but you will soon be able to choose from a variety of colours for a small additional charge. Check our twitter or facebook feeds for updates.

The dog food bowls we supply are available in a range of six colours, these stainless steel bowls are a great addition to your dogs feeding time, with paw & bone design

What if I change my mind and want to return something?
If you change your mind for any reason within 14 days of receipt, please email customers@bigpaws.co to arrange return.

Dog Bowls & Holders - all items must be returned in original box including all fittings. It does not have to include the box cover as these have to be ripped to be opened. 

All Accessories like Dog Water Bottles, Car Seat Protectors etc - all items must be returned unused in their original packaging.

Dog Treats - We do not accept returns on dog treats.

We will only pay postage for returns on faulty products.

View our Refund Policy

Do you have a Privacy Policy?
Yes we do, you can read this here: Privacy Policy

View our Terms of Service Policy 

What is your address?
We do not have a physical shop but you can write to us at: FTAO Customer Service, BIGPAWS.CO, West Midlands House, Gipsy Lane, Willenhall, West Midlands, WV13 2HA 

Do you donate items to charity?
We donate 10% of our annual profit to various dog charities. We also get so many requests to donate items to various fundraising and charity auctions that we simply can't donate to all of them. As a small business our funds are very limited, so we have carefully chosen the charities we want to help this year.

Rather than just sending out a never ending stream of free products at our own expense, we have taken the stance that we will not donate items to strangers. We will only consider requests from actual customers. It seems only fair that we all gain from the partnership.

In return for their custom we will try to support our customers passion to help their favorite charities, rather than a complete stranger who's never actually supported our business.