Orders & Deliveries

  • Do your offer sample packs?

    Unfortunately, we are unable to offer samples not only due to the logistics involved to ensure the food arrives with you frozen but also because we recommend a gradual transition to raw so it’s not something that is easy just to try.  However, we would suggest you visit one of our stockists near you as they may be able to help.  We supply many of our stockists with samples for new customers. 

  • What is the minimum amount I have to order?

    Our minimum order weight for delivery is 5 kilos of food.  This is to ensure the food remains frozen during transit.  Our system will not allow you to process an order for less weight than this unless you are using the Click and Collect option.  If you do not have enough space to store 5 kilos of food, then we suggest you visit a local stockist or visit our store in Frimley where you can buy less than 5 kilos.   

  • How much will fit in my freezer? 

    We currently offer three sizes of tubs: 

    1kg which measures 18cm(l) x 8cm(h) x 13cm(w) 

    2 x 500g which together measures 18cm(l) x 8cm(h) x 13cm(w)  

    2 x 250g which together measures 10cm(l) x 8cm(h) x 10cm(w) 

    We find that many of our customers end up buying a freezer just for their pet! 

  • 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.  Please do allow at least three hours’ notice during our normal shop hours of 9am to 5pm Monday to Friday and 10am to 2.30pm on Saturdays.   For more information click here.

  • Can I just order treats? 

    Not unless you are using our Click and Collect service, as the treats will not stay frozen during transit. 

  • What payment methods do you accept? 

    We currently accept all major credit and debit cards.  We do not accept American Express. 

  • 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.

  • Do you have returns and refund policy? 

    Yes we do, you will find our policy here.

  • Do you offer a subscription service? 

    Not yet!  However, you can quickly and easily re-order via the website using the re-order button.

  • What courier do you use? 

    We currently use DPD to deliver our yummy raw pet food to you.  Here are some things to bear in mind:

    On the delivery date, you will receive a tracking link from DPD – you can upload any specific delivery instructions and the DPD driver will do their best to follow these.

    You should receive a 1 hour delivery slot via text or email from DPD. Please remember this is a guide only; we cannot be responsible for the DPD driver arriving earlier or later – they will no doubt have a busy schedule and much of their day will depend on traffic!  

    You do not need to be home for DPD to deliver your order. It will be left in a safe place.  Use the DPD app to specify your safe place location or via the tracking link email.

    Please do not change the delivery date with DPD – our products are perishable. DPD cannot store or deliver at a later date. The food will be destroyed if they receive a request to change the date and we cannot ship a replacement order to you.

  • Do you offer next day delivery? 

    If you place your order before 1pm Monday to Thursday our team will work hard to pick, pack and ship your order the same day for delivery the next day (excluding Bank Holidays). However, please do bear in mind there are some exceptions and deliveries to the following destinations will take approximately two working days:-

    Jersey
    Guernsey
    Isle of Mann
    Isles of Scilly
    Scottish Highlands

    For more information click here.

    Please note, any order placed after 1pm on Thursday will not be shipped until the following Monday or where the Monday is a Bank Holiday, it will be shipped the next working day. 

     

  • Where do you deliver to?

    We can ship our products to most UK destinations as well as Jersey, Guernsey, Isle of Man, Isles of Scilly and the Scottish Highlands.

    We cannot ship to Northern Ireland or the Republic of Ireland.

    For more informtion click here.

  • Can I pay for a specific delivery time? 

    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

  • 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. 

  • 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 

    If you order over 12 kilos this will normally arrive in a double box – maximum weight is 24 kilos for a double box.

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