Help
Shipping and delivery
Here is what happens between placing your order and holding the bottle in your hands, and what to do if any part of that journey takes longer than expected.
What happens after you order
Once your order comes through, it joins our queue for checking and packing. You receive an order confirmation by email, and when your parcel leaves us you receive the shipping details for it. From that moment your order is in the carrier's hands. If anything on the confirmation looks wrong — a misspelled address, a duplicated item — write to us at help@fondpaws.com as early as you can. Changes are simplest before a parcel is sealed.
Preparing your order
Every order is checked and packed before it leaves us. Around busy periods — public holidays, new releases, severe weather — it can take a little longer, and we would rather say so plainly than let you guess.
Once your parcel is on its way
Transit time depends on where you live and on the carrier's schedule. Storms, holidays and carrier backlogs can stretch that window, especially in winter. Your shipping details include whatever tracking information the carrier provides, so you can follow the parcel yourself rather than wonder about it.
If your delivery is delayed
Many delays sort themselves out, so start by opening the shipping-details email and reading what the carrier's tracking says. Look for a failed delivery attempt, an address query, or a hold at a local depot — those are the usual suspects, and each has its own fix. If the tracking has not moved, or it shows a problem you cannot resolve with the carrier directly, write to help@fondpaws.com with your order number. Give carriers a little extra room around holidays and bad weather before assuming a parcel is lost.
What we can and cannot promise
We cannot control the weather, the carrier, or the post office — and we will not pretend otherwise with countdowns or guarantees. What we can do is pack your order carefully, hand it over promptly, and answer the messages that reach help@fondpaws.com ourselves. If something goes wrong, you will hear back from a person, not a template.