Orders & Deliveries

  • What is the minimum amount I have to order?

    Our minimum order weight for stockists is 40 kilos.

  • Do you offer a Click and Collect Service? 

    Yes, we do!  Just place your order in the usual way and select the Click and Collect option at the checkout.  Our team will ensure your order will be ready for your collection the next working day.

    Please remember to bring your Bag for Life or boxes with you as we do not supply plastic bags or boxes for Click and Collect orders.

    Please ensure you collect your order during our normal shop hours of 9am to 5pm Monday to Friday and 10am to 2.30pm on Saturdays. 

  • Can I amend or cancel my order once it has been processed? 

    Unfortuantely, once your order has been processed it is not possible to amend it.  You can of course always place another order if you have forgotten any items.

  • When will my order arrive?

    This will very much depend on the weight of the order and the day and time the order is received.

    For orders weighing up to 100 kilos

    • Received before 11am on Monday to Thursday (inclusive), the order will be despatched the same day
    • Received after 11am and before 3pm on Monday to Wednesday (inclusive), the order will be despatched the next day
    • Received after 11am on Thursday and before 3pm on Friday, the order will be despatched Sunday
    • Received after 3pm on Friday, the order will be despatched on the following Monday

    For orders weighing 101 kilos to 249 kilos

    • Received before 3pm on Monday to Wednesday (inclusive), the order will be despatched the next day
    • Received after 3pm on Wednesday and before 3pm on Friday, the order will normally be despatched on Sunday
    • Received after 3pm on Friday, the order will be despatched on the following Monday

    For orders over 250 kilos

    • Received before 3pm Monday to Wednesday (inclusive), the order will be despatched the next day
    • Received after 3pm on Wednesday and before 3pm on Friday, the order will be despatched on the following Monday

    Please note - Some postcode exceptions apply and deliveries to Scottish Highlands, Isle of Mann, Jersey and Guernsey will take longer

  • Can I pay for a specific delivery time? 

    If your order is being shipped by DPD,, whilst they cannot offer a specific time, as a stockist you are automatically assigned a pre-12.30pm delivery service (7am-12.30pm)*.

    DPD are able to offer the following additional services which you can select when placing your order either via our website or over the telephone: 

    • DPD 10.30am (7am-10.30am) – extra £2.50 per box
    • DPD Saturday Delivery (7am-7pm) – extra £5.00 per box

    *Please note some postcode exclusions apply to these services

  • Can I pay for a Saturday delivery?

    If your order is under 100 kilos and is being shipped by DPD, they do offer a Saturday delivery for orders placed before 1pm on Friday but please bear in mind there is an additional charge of £5 per box.

    This is an all day service (7am-7pm) which cannot be amended or changed.  DPD should let you know your 1 hour delivery slot on the morning of delivery.

    Please note some postcode exclusions apply to this service.

  • How much is the delivery charge?

    FREE DELIVERY ON ORDERS OVER 180 KILOS!

     

    DELIVERY

    PRICE

    40-50kg

    £10.80

    51-60kg

    £18.00

    61-80kg

    £24.00

    81-100kg

    £36.00

    101-120kg

    £42.00

    121-140kg

    £48.00

    141-160kg

    £54.00

    161kg-179kg

    £60.00

    180kg+

    FREE

     

  • What courier do you use? 

    We currently use DPD and Hi-Speed for our stockist deliveries.

    Hi-Speed is a palletised service used for all orders over 250 kilos.  

  • How will my order arrive? 

    Our products will be packed securely in a polystyrene box and that sits tightly inside an outer cardboard box.  We use air pillows to fill voids.  The majority of our packaging is widely recyclable. 

    For more information on our packaging click HERE

  • How much fits in a box? 

    We can fit 12 kilos of tubs per box. For optimum shipping we therefore recommend the following: 

    • 12 kilos of food; or 
    • 10 kilos of food plus one or two bones and a small bag of treats; or 
    • 10 kilos of food plus one bone and a larger bag of treats 

    For orders over 12 kilos, these will normally arrive in a double box – maximum weight is 24 kilos for a double box.

  • Do you offer credit to stockists?

    Yes we do.  If you have been trading for us for six months or more contact our Wholesale Team on stockists@naturalinstinct.com.  They will send you through a credit account application form.

    Once we receive the form, we will perform a credit check.  If satisfied, we will offer you a credit account on terms agreed.

  • What payment methods do you accept? 

    We currently accept all major credit and debit cards.  We also accept PayPal.  We do not accept American Express.  Your order cannot be despatched until the payment has been made in full.

  • Do your offer sample packs?

    Yes we do!  We offer samples of our Working Dog Chicken and Working Dog Turkey in 1 x 500g tubs, perfect to hand out to customers.

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