FAQ
📦 shipping & delivery
Q: Where do you ship from?
A: All orders are processed through our central distribution system and delivered directly to UK/US addresses via trusted local couriers. We ensure a seamless, worry-free delivery experience.
Q: How long does delivery take?
A: Most orders are dispatched within 1–2 working days, and typically arrive within 15 business days after dispatch. You’ll receive a local UK tracking number as soon as the parcel enters the final leg of delivery.
Q: Will I need to pay any customs or duties?
Not at all. All customs and duties are fully covered by us — you won’t be charged any additional fees upon delivery.
Q: How can I track my order?
A: Once your order has cleared customs, you’ll receive a UK courier tracking number (e.g. Royal Mail, Hermes, Yodel etc.) via email to follow the final delivery.
Q: Do you offer express shipping?
A: At the moment, we offer standard shipping only, which is carefully optimised to ensure speed, safety, and no surprise charges. We’re working on faster options soon!
Q: Do you deliver to all parts of the UK?
A: Yes! We deliver across mainland UK, Northern Ireland, and remote areas such as the Isle of Wight or Scottish Highlands — no extra charges apply.
🔄 orders & returns
Q: Can I return or exchange an item?
A: Of course! You have 30 days from delivery to return unused items in their original packaging. Please contact us at support@snugtrekker.com for return instructions.
Q: My item arrived damaged — what should I do?
A: We're really sorry! Please email us a photo of the item and your order number within 48 hours of delivery and we'll arrange a replacement or refund.
🐶 product questions
Q: Are your products suitable for both cats and dogs?
A: Yes! Many of our items, like beds and toys, are designed with both cats and dogs in mind. Check individual product descriptions for specific sizing.
Q: What size bed should I get for my pet?
A: We offer size guides under each product. If you're unsure, feel free to email us your pet’s breed and weight — we’re happy to help!
🌿 materials & pet safety
Q: Are your products eco-friendly?
A: Wherever possible, yes! We use recyclable materials and non-toxic fabrics to ensure the safety of your pet and the planet.
Q: Are your materials safe for chewing or scratching?
A: Our products are made with pet-safe materials, but always supervise your pet during first-time use, especially with toys and scratchers.
💳 payment & security
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, and PayPal — all payments are processed securely.
Q: Is it safe to shop on your site?
A: Absolutely. SnugTrekker uses SSL encryption and complies with all UK GDPR requirements to protect your data and privacy.
✉️ other questions
Q: Can't find the answer you are looking for?
No problem — reach us at support@snugtrekker.com and our friendly team will get back to you within 24 hours (Monday–Friday).
All SnugTrekker parcels are quality-checked and shipped with love. We aim to bring joy to your doorstep — quickly, safely, and hassle-free. 💛