Shipping & Returns

We can ship to virtually anywhere within the UK. Note however that there are restrictions on some geographic locations (Northern Ireland, the Highlands of Scotland, the Isle of Man) which can mean a two to three day delivery time instead of our usual next day service.  If you have any concerns about when your order should be received, please call us.  Where our courier system flags up a longer than usual delivery time we will aim to call or email you to confirm if this is acceptable.

Please note we charge £5.50 Shipping for any order below the value of £25.99 which requires next day delivery.

£4.50 for any delivery under £46.99 but above £25.99

Delivery is free for orders over £46.99 with Tuesday to Friday Delivery.

Saturday delivery is charged at £7.50

When will my order be received? Orders received Monday to Thursday before 13:30hrs will be packed and dispatched that day for next day delivery via the courier DPD. Orders received after 13:30hrs may not be processed until the next day.  Orders received after Midday Thursday, or on Friday, Saturday or Sunday will be processed on Monday for Tuesday delivery, Please be assured that our packaging will keep our products frozen for a good 2-3days in transit, so if your order is delayed then there should be no need to worry!

Please note that we do not deliver on Sunday, Monday, or public holidays such as Good Friday, Christmas Day, Boxing Day, and New Year’s Day.  Orders received on these days will be dispatched on the next working day.  If you have any concerns about when your order will be received, please feel free to call us.

DPD will email or text you with a delivery time, please ensure we have an up to date mobile number or email address when you place your order.

**We offer Saturday deliveries for a flat rate of £7.50, orders requiring this must have paid for Saturday service and be received by 11 am on Friday, any orders received after this time will be dispatched on Monday for delivery on Tuesday.

 

Do I have to be in to receive my order?

No.  Our courier is instructed to always leave your parcel safe at your address if there is no one home to accept delivery.  If necessary, you can specify a safe location (eg in a shed, garage, or with a neighbor) when placing your order.

Once dispatched, can I change the delivery date on my order? Unfortunately the answer is No, should the Raw Dog Food be delayed by rescheduling it will most likely be destroyed. We are not liable to reship or refund your order if you have changed your delivery date with our courier.

What happens if, in the unlikely circumstance, my order is delayed?  Our courier sometimes has to delay orders due to different reasons such as vans breaking down. If you have been notified about your order being delayed then please contact us on 0800 009 6428 so that we can track your order and aim to get it out for delivery on your expected delivery date. If we are unable to get it delivered on this day, your order will be with you the following day. Your order should be absolutely fine for 2-3days in the packaging we provide. If there is anything wrong with your order when it arrives then please notify us as soon as possible. By providing your mobile number with your order, our courier service will be able to give you an update via SMS (text messaging).

 

Returns Policy

You may return any product in the extremely unlikely event that you are dissatisfied with it. However, we must insist that the product is unused and has remained frozen since first delivered in order for us to accept any returns.  All returns must be sent by next day courier to our farm address. Upon receipt of any returns in good condition, we will then process your refund.  Please bear in mind that any refund may take a couple of days to show in your account.  We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.).

Your statutory rights as a consumer are not affected.

If you need assistance in arranging a courier to return your order, please feel free to call us.

 

Tracking orders:

Visit DPD with tracking number we email to you when we have processed your order.

Any queries surrounding your order once you are in possession of a tracking number call: 0121 275 0500

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