Royal Mail is currently on strike in Canada, therefore I'm unable to purchase postage for you. Please only order if you are happy to wait for their resolution. I am checking in on this daily and will dispatch as soon as I'm able.

Royal Mail provide a delivery aim - not a guarantee delivery window.

I cannot guarantee delivery for Christmas. My apologies if they do not deliver in time for Christmas.

I will be shipping orders up until Fri 20th Dec at 5pm. Please note, I cannot guarantee delivery in time for Christmas.

Orders are sent via a Royal Mail tracked service.

Tracked 48 is the most commonly used service at £3.39. Tracked 24 is also available at £4.25.

Worldwide delivery (Except EU) is available via Royal Mail Tracked or Evri for heavier parcels.

Prices vary depending on weight and destination, so you will need to add items to your basket for a custom quote.

Typically, the Enrichment Deck postage costs $14.80 Tracked.

If you would like to order multiple items, feel free to get in touch for a custom postage quote.

Royal Mail is usually the best option, however, I'm happy to shop around couriers to see if I can find a preferable deal for you.

Unfortunately, from the 13th Dec, I can no longer be ship to the EU or Northern Ireland.

Brexit hit us small businesses hard, and now with the new regulations (where we would need to hire an EU or NI representative), it's just not feasible right now. 

If you have friends or family in the UK, you can order to their address to then send on to you as a gift.

My packaging is simple and eco-conscious.

• Jiffy 'Green' padded bag: 100% recycled paper fibre lining and are fully recyclable, biodegradable and compostable. 
• Cardboard box (fully recyclable - you may also want to use this for enrichment!)
• Biodegradable mailer bag
• Paper tape, tissue paper, paper stickers and hessian string are all recyclable too!
• Gift boxes may also be available throughout the year, and these also use recyclable materials with natural touches such as dried foliage and flowers!

Your parcel will be shipped from the UK and classified as "Sale of Goods".

You will be responsible for covering any VAT, import duties, taxes and handling fees.

Please note, any VAT and tax is calculated on the total order cost including postage. Handling fees can vary by country.

• USA: Orders under $800 are exempt from import duty.
• Australia: Orders under AUD $1000 are exempt from import duty and I haven't heard of any handling fees being charged
• Europe: Unfortunately since the UK left the EU, European countries are typically subject to VAT, import duty and handling fees.

Refusing fees: You can refuse the parcel and fees and it will be returned at no additional cost. However, I can only process a refund for the item cost (not your original postage) and so long as the item is undamaged in the return.

Please only order if you are willing to accept these terms.

I am working to increase my international stockists to help international customers access the enrichment deck faster and at a lower cost.

Please see my International Stockist page to see if you have a stockist in your country.

Orders are typically dispatched within 24-48 hours Mon-Sat, unless otherwise stated (backorders, preorders, made to order).

As a small business, I cannot guarantee this timeframe, however I always endeavour to dispatch as quickly as possible.

You will receive email confirmation as soon as I have finished processing your order.

If you have a tracked service, you can check on progress and you should also receive an email or text update from Royal Mail when your parcel is out for delivery.

If you have any made-to-order items within your order, such as a snuffle ball, the dispatch time will be stated on the individual product listing.

If you order multiple items, everything will be dispatched together.

These are Royal Mail's delivery aims, not a guaranteed delivery timeframe and do not take into account my own dispatch time or public holidays.

UK

• Tracked 24 aim: Next day
• Tracked 48 aim: 48 hours

Europe:

• Standard aim: 3-5 working days
• Economy aim: up to 2 weeks Western Europe & up to 5 weeks Eastern Europe

Rest of world:

• Standard aim: 6-7 working days
• Economy aim: 2+ weeks (North America up to 6 weeks | South America, Africa & Asia in up to 8 weeks | Australia in up to 12 weeks)

Please note, Christmas is a very busy time and Royal Mail may take longer to deliver.

You should receive email confirmation of your order as soon as you have processed it, though it could take a few minutes for the email to come through.

If it hasn't, it's likely that the order either...

1. Hasn't processed - perhaps your connection timed out or the payment didn't go through? Please check to see if your payment has processed.
2. The email has gone to spam - please check your spam folder and mark it as safe. This will be from chloe@calmdoggames.com.

Otherwise, please get in touch.

Occasionally, parcels experience a delay.

If your parcel has not arrived within the delivery window, please allow for the following: 

• UK: 10 working days after max. due date.
• Europe: 20 working days after max. the due date
• Worldwide: 25 working days after max. the due date

These delay buffers are set by Royal Mail.

Please note: These times are after the max due date not from your dispatch date.

e.g. If you ordered Tracked 48, please check the dispatch date in your tracking link and allow 2 working days for delivery + 10 working days buffer. So this would be 12 working days total.

Tracked services:

Sometimes, it may take a day or so extra for the tracking to update. If your tracking link is not giving you updated information for a few days, please contact Royal Mail with your tracking number. You can call them or use their live chat.

I'm happy to help you look into any delays, however, it will be quicker for you to contact them directly.

Untracked international services:

If you chose Standard International rather than a Tracked service, there is no tracking available.

You should have received an email confirming dispatch and your order page will have a Royal Mail number to confirm they have collected your parcel.

This more economical untracked postage is offered to help reduce your costs. However, it means that I have no more info to give you.

Unless your parcel has exceeded the delivery timeframe plus the delay buffer, please proceed with patience :)

Royal Mail provide a delivery aim - not a guarantee delivery window.

My apologies if Royal Mail does not deliver within their delivery aim.

As a small business, customer happiness means the world to me! A lovely review makes my day!

I’m confident you will love your goodies, however, you are welcome to make a return on the following conditions:

The item is unused and you’ve contacted me within 14 days of delivery.

The item is damaged or faulty (not chew marks haha).

Making a return: 

If you choose to go ahead with a return:

1. Contact me to confirm your return.
2. Package the item securely – if possible, use the original packaging.
3. I’ll arrange for Royal Mail to collect from your address and they’ll bring the shipping label.
4. Once I have received the returned item, I will process your refund*.

*All postage costs will be the responsibility of the customer unless the product is damaged or faulty. Please note, this will include return postage unless you refuse delivery and the item will be 'returned to sender' by Royal Mail at no additional charge.

Damaged or defect items will be refunded in full (including postage). A refund will be issued on receipt of the returned undamaged goods. 

Refusing delivery and any import fees: You can refuse the parcel and any fees and it will be returned at no additional cost. However, I can only process a refund for the item cost (not your original postage) and so long as the item is undamaged in the return.

Please only order if you are willing to accept these terms.