Delivery Policy

Last updated: 6 July 2026

This Delivery Policy explains how we dispatch and deliver orders placed through the Paws On The Cut website.

Where we deliver

We currently deliver to addresses within the United Kingdom.

Any available delivery options and charges will be shown during checkout before you place your order.

Processing and dispatch

Paws On The Cut is a small independent business operating from a narrowboat as we cruise the UK canal network.

Because we move between towns and locations, our access to postal and courier services can vary.

We aim to dispatch all orders within 7 working days of receiving your order. Where possible, we will dispatch orders sooner.

If there is an unexpected delay that means we are unable to dispatch your order within this timescale, we will contact you using the details provided when you placed your order.

Delivery times

Delivery times are estimates and may vary depending on the delivery service used and circumstances outside our reasonable control.

Estimated delivery times shown on our website or during checkout apply after your order has been dispatched.

Unless we have agreed otherwise with you, orders will be delivered within the timescales required by UK consumer law.

Delivery charges

Delivery charges, where applicable, will be clearly shown during checkout before you complete your order.

The delivery charge may vary depending on the delivery option selected or the contents of your order.

Delivery addresses

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your delivery details carefully before completing your order.

If you notice an error in your delivery address, contact us as soon as possible.

We will try to correct the address before dispatch, but we cannot guarantee that changes can be made once an order has been dispatched.

Missed or unsuccessful deliveries

If delivery cannot be completed, the delivery provider may leave instructions, attempt redelivery or make the parcel available for collection, depending on the service used.

Please follow any instructions provided by the delivery provider.

If an order is returned to us because delivery could not be completed, please contact us.

Additional delivery charges may apply if you ask us to send the order again where the failed delivery was caused by an incorrect address provided by you or other circumstances within your control.

Delayed deliveries

Occasionally, deliveries may be delayed because of postal or courier disruption, severe weather or other circumstances outside our reasonable control.

If your order has not arrived within the expected delivery period, please contact us and we will investigate the delay with the relevant delivery provider.

Lost parcels

If you believe your parcel has been lost in transit, please contact us.

We will investigate the delivery with the relevant delivery provider.

The goods remain our responsibility until they are delivered to you or to a person you have identified to receive them, except where you have independently arranged your own delivery carrier.

Where a parcel is confirmed as lost, we will provide an appropriate replacement or refund.

Damaged parcels

If your order arrives damaged, please contact us as soon as possible.

Where possible, please provide photographs of the parcel, packaging and affected products. This helps us investigate the problem with the delivery provider.

Please see our Refunds and Returns Policy for further information.

Events outside our reasonable control

As a roving canal-based business, our operations can occasionally be affected by severe weather, canal closures, navigation restrictions, mechanical problems or other unexpected events.

We will take reasonable steps to minimise disruption to customer orders.

If an event causes a significant delay to your order, we will contact you as soon as reasonably possible and explain the options available.

Contact us

If you have any questions about the delivery of your order, please contact us using the contact details provided on our website.

Please include your order number where possible so that we can help you quickly.

Paws On The Cut

Dog treats from a narrowboat.