FAQs

cartoon of dog

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 £2.90 and offer FREE shipping on all orders over £30.00.  

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?
Yes we offer shipping Worldwide, please see our Shipping Page for costs - all other countries not listed please email us on: customers@bigpaws.co
Please check with your own country's import/custom tax rules to see if you will be charged any additional taxes as we cannot be held responsible for this.

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 60 day 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. 

Swap-out Service - The coating on the metal ring can begin to fade/flake overtime due to constant taking bowls in-and-out. If you find this is happening we do offer a swap-out service.
How it works:
1. Email us with your name so we can see when you brought it.
2. We email you an invoice for a nominal charge + postage to send out a replacement ring.
3. Once paid you will receive the new ring. If you then return the old one to us we will refund the nominal charge (not including postage costs).

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

Are the wall holders available in other colours?
Wall holders are always Black, the dog food bowls we supply are available in a range of four 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 contact us 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/Shampoos/Paw & Nose Balm/Poop Bags/Toys - We do not accept returns on any of these items unless there is a manufacturing issue.

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 get so many requests to donate items to 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.

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. 

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.

Keep in Touch
We're active on Twitter and Facebook so why not head over and give us a follow, we can also share your news as well:) You will also find us listed on Google Business and other online business directories.