Shipping policy

Shipping Policy

Last updated: 25 Nov 2025
Contact: support@kindsnout.com

1. Where We Ship

We currently provide shipping to the United Kingdom. Please note that deliveries to Northern Ireland, the Scottish Highlands & Islands, the Channel Islands, and other remote areas may experience longer transit times.

2. Order Processing

  • Processing Time: Your order will be processed within 1–2 business days (Monday–Friday, excluding UK and China public holidays).
  • Order Notifications: You will receive an order confirmation email immediately after your purchase. Once your parcel has shipped, you will receive a separate shipping confirmation email containing a tracking link.

3. Shipping Method & Timeframes

  • Origin: Most of our orders are dispatched directly from our partner warehouses in Shanghai or Shenzhen, China.
  • Carrier Route: The international leg of the journey is handled by a trackable logistics partner. Once in the UK, final delivery is completed by a major local courier (e.g., Royal Mail, Evri, Yodel).
  • Estimated Transit Time:
    • Standard Parcels: Estimated delivery within 8–11 business days after dispatch.
    • Bulky/Oversized Items:  like pet beds, please allow larger items for delivery.

Disclaimer: These timeframes are honest estimates based on our historical data. Uncontrollable factors such as customs clearance, severe weather, or peak season backlogs may cause a few extra days of delay. We actively monitor all shipments and will proactively communicate with you if we identify any significant issues.

4. Duties, Taxes & VAT

All prices are displayed in British Pounds (GBP) and are inclusive of UK VAT.

The amount you pay at checkout is the final price. You will not be required to pay any additional customs duties, taxes, or handling fees upon delivery. We manage all import-related charges to ensure a seamless and surprise-free shopping experience for you.

5. Tracking Your Order

  • Tracking Activation: Please allow up to 48 hours for the tracking information to update for the first time after you receive your shipping confirmation email.
  • Tracking Stalled: If your tracking link has not shown any updates for 5 consecutive business days, please contact us at support@kindsnout.com so we can launch an investigation with the carrier.

6. Shipping Fees

Any applicable shipping costs will be clearly displayed on the checkout page before you complete your payment. All eligible free shipping promotions will be applied to your order automatically.

7. Address Changes & Delivery Issues

  • Address Changes: Please contact us within 1–2 business days of placing your order if you need to amend the shipping address. We are unable to make changes once an order has been dispatched.
  • Failed Delivery: If a parcel is returned to us because it was unclaimed, we can arrange to reship it. However, you may be responsible for the additional postage costs.

8. Damaged or Missing Items

If your item arrives damaged or your tracking shows "delivered" but you have not received your parcel, please contact us at support@kindsnout.com within 14 days. Kindly include your order number and relevant photos (of the damaged item/packaging). We will arrange for a replacement or a refund for you.

9. Returns & Refunds

We offer a 14-day return window in line with UK consumer regulations.

  • How to Initiate a Return: Please email support@kindsnout.com to request a return. Once approved, we will provide you with the UK return address and a unique Return Merchandise Authorisation (RMA) number.
  • Exception for Hygienic Products: For hygiene reasons, some products (like pet beds) with a protective seal cannot be returned for "change of mind" if the seal is broken. This does not affect your statutory rights if the item is faulty.

For more detailed information, please refer to our full Returns Policy.

10. Holidays & Peak Seasons

During major holidays, promotional events, or unforeseeable disruptions (like severe weather), please allow a few extra days for order processing and transit. We will proactively communicate any significant delays.

11. We’re Here to Help

If you have a specific deadline for receiving your order (e.g., for a gift, moving dates, or travel), we strongly encourage you to email us at support@kindsnout.com before placing your order. We will provide you with the most realistic and up-to-date advice based on current shipping conditions.