FAQ

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 rawso 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.

Our minimum order weightfor deliveryis 5 kilos of food.  Thisis to ensure the foodremains frozen during transit.  Our system will not allow you to process an order for less weight than thisunless you are using the Click and Collect option.  If youdo not have enough space to store 5 kilos of food, then we suggest you visit a local stockist or visit our store in Frimleywhere you can buy less than 5 kilos.

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! 

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.   

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

For more information click here.

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

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

Unfortunately, once your order has been processed it is not possible to amend it.

Yes we do, you will findour policy here.

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

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.

Our team will work hard to pick, pack and ship your order the same day for delivery the next day (excluding Bank Holidays).

Our cut off times for deliveries are:

Orders placed before 1pm Monday to Thursday - next day delivery

Orders placed after 1pm Thursday and before 1pm on Saturday - delivery Monday (excluding Bank Holidays) 

If you require a Saturday delivery please ensure you place your order by 1pm Friday (additional shipping costs apply)

Please do bear in mind there are some postcode exceptions and deliveries to the following destinations will take approximately two working days:-

Jersey
Guernsey
Isle of Mann
Scottish Highlands

For more information click here.

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

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

For more informtion click here.

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 £3.50 per box

DPD 12.30pm (7am-12.30pm) - extra £2.50 per box

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

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.

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.