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:)
How do I see what Pawesome Rewards I have?
Log onto your account and click on the Blue 'Rewards' button, usually at bottom lefthand side of the screen, it will show what points you have and how to spend them etc.
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. We are compliant with PSD2 European payment regulations.
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.
My discount code isn't working?
Unless the code has a specified expiry date, all of our discount codes expire after 12 months.
How much is delivery?
We want to offer customers cost effective P&P rates so charges range from £2.99 and offer FREE shipping on all orders over £40.00.(UK). We do not charge extra for packaging etc.
How soon will I get my order?
We aim to dispatch orders as soon as possible - usually within 2-3 working days. If we think there will be a delay in packing your order of more than 3 days we will contact you.
Christmas orders can take up to 10 working days to process, please be patient.
Unfortunately we do not have any influence over your parcel once it has been collected by Royal Mail. They will not consider something lost until 10 working days after it should have been delivered - for instance 2nd Class is 3 working days so it will have to be missing for 13 working days before we can look at a lost parcel.
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: firstname.lastname@example.org
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.
My order hasn't arrived?
Please get in touch with us as quickly as possible so we can try and help trace your parcel. Please note that if you gave permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery. As a retailer we are not responsible if something goes wrong. In practice you’ve said you are happy for anyone or anywhere in close proximity to your home to accept delivery on your behalf. Read more about your consumer rights HERE
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 10 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
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 in various ways to 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 favourite 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.