Shipping policy
Last updated: April 2026
ChillyPup Shipping Policy
Processing and Dispatch
Orders are usually processed within 1-3 working days. Once dispatched, you'll receive a shipping confirmation email with your tracking number. Orders may be shipped from our UK or international fulfilment centres depending on stock availability.
Delivery Times
United Kingdom
Free Tracked Delivery on all orders. Estimated delivery time: 5-9 working days after dispatch.
United States
Free Delivery on all orders. Estimated delivery time: 5-9 working days after dispatch. Please note that US orders are shipped internationally and may be subject to customs inspection, which can occasionally add to delivery times. Any customs duties or import fees applicable to your order are the responsibility of the customer.
Please allow extra time during busy periods such as Christmas, Black Friday, or adverse weather conditions.
Christmas Delivery
Christmas delivery is only guaranteed for orders placed on or before 10th December. Orders placed after this date may arrive after Christmas due to courier delays. For US customers, we recommend ordering by 6th December to allow for international shipping times.
Delivery Issues and Missed Deliveries
To help your order arrive safely, please ensure your delivery address is complete and accurate. Once an order has been dispatched, we are unable to amend the delivery address.
If a courier is unable to deliver due to:
an incorrect or incomplete address the customer not being available to receive the parcel the parcel being refused or unclaimed
the parcel may be returned to the warehouse or disposed of by the courier. In these cases, the order is not eligible for a refund, as the delivery failure was not caused by ChillyPup. If redelivery is possible, a reshipment fee may apply.
Tracking Your Order
All orders include full tracking so you can follow your parcel's journey from dispatch to delivery. If you need help understanding your tracking updates, please email us at info@chillypup.co.uk and we'll check it for you.
Delivery Delays
While we aim to deliver within the estimated timeframes, delays can occur due to:
Courier backlogs Seasonal demand Customs inspections Weather or strike-related disruption
If your order appears delayed, please contact us at info@chillypup.co.uk and we'll liaise with the courier on your behalf.
Questions?
If you have any questions about shipping or delivery, please email us at info@chillypup.co.uk.
ChillyPup is a trading name of Crabtree Collective Ltd.