Track Your Order

Excited for your parcel to arrive? So are we! Here is everything you need to know about following your order on its journey to your door.

How tracking works

As soon as your order has been packed and handed to our delivery partner, we will send you a dispatch confirmation email. This email contains your personal tracking link. Just click it to see exactly where your parcel is and when it is expected to arrive.

Where to find your tracking link

• Open the dispatch confirmation email we sent you (this is separate from your original order confirmation).
• Click the tracking link or button inside it.
• Can't see the email? Please check your spam or junk folder, as it sometimes hides there.

If you still cannot find it, no worries. Email us at support@pastelpupco.co.uk with your order number and we will resend your tracking details.

Typical timings

• Dispatch: most orders leave us within 1 to 2 working days.
• Delivery: standard UK delivery then usually takes a further 3 to 5 working days.

Please allow a little extra time during busy periods, sales and bank holidays.

My order has not arrived yet

First, take a deep breath, most parcels simply need a little more time. If your order is running behind, please:

• Check your tracking link for the latest updates.
• Look for a "we missed you" card, your parcel may be with a neighbour or at a local collection point.
• Allow a couple of extra working days, as tracking can occasionally lag behind the parcel itself.

If your parcel is significantly delayed or the tracking has not updated for several working days, get in touch at support@pastelpupco.co.uk with your order number and we will chase it up right away.

Thank you for your patience, we know the wait for something lovely for your pet is the hardest part!