Covid 19 Update: The vast majority of our orders are still being despatched within 3-5 working days. Please note that some delays are still occurring, but we're working really hard to ensure that we get your order to you as fast as possible.
Our Standard UK delivery service is FREE for orders over £35 or costs just £3.99 for orders under £35. Usually, you’ll receive your order within 1-5 working days (our order cut-off time is 2pm on working days).
Our Express UK delivery service costs £6.99 and we aim to get your order to you the next working day if the order is placed before 2pm (on a working day). As a rule, you should expect it within 1-2 working days to be safe.
Our Saturday UK delivery service costs £10.99 order before 2pm Friday.
We aim to provide tracking numbers to all customers when their order is dispatched so you can keep an eye on progress.
|Orders Over £35||Orders Under £35|
|Standard UK Delivery||Free||£3.99|
|Express UK Delivery||Service suspended||Service suspended|
|Saturday UK Delivery||Service suspended||Service suspended|
|Orders Over £50||Orders Under £50|
|Isle of Man||Free||£3.99|
We reserve the right to cancel or hold any order that does not have the correct delivery charge applied to it. We make our best efforts to make these charges automatic but it is not always possible to do so.
Frozen Food Delivery
For more information on Frozen Raw Dog Food and Treats delivery, please see our frozen delivery page.
Orders that Take Longer a Little Longer
If your order is going to take longer than promised above, then we’ll let you know and we’ll give you options as to how to proceed. Please bear in mind that sometimes things do go wrong, despite our best efforts. If this happens to you we will do our best to fix things for you.
We can ship anywhere worldwide if our website doesn't have a shipping method for your country please get in touch.
We offer a fair and mostly FREE returns service should you change your mind, need a different size or receive a faulty item. If you decide to return an item please do so within 14 calendar days of receiving your order and ensure the item is in as new condition (with any labels still attached) and in the original packaging. We're happy to provide a free returns label and pay for the delivery cost of replacement items for UK customers.
If you want to return an item please visit our Royal Mail returns portal with your order details and we will arrange the return with you and issue a shipping label to return the item at our expense (UK customers only). Please keep a note of your tracking number.
*Please note, we cannot accept returns of frozen raw food or frozen treats - these are items are unfortunately non-returnable.
Here's some further helpful information regarding returns:
Getting a Replacement Size
The quickest / easiest way to get an alternative size is to re-buy it and then we will refund back the previous order once received. We’ll also refund back the delivery charge on your second order, if appropriate to ensure you only pay one delivery charge overall, or to maintain free delivery claimed. If you don’t want to re-order then we will wait to receive the old item back before replacing it for you.
Partial Refunds & Free Delivery Charges
If you return an item for a refund (from an order with several items) and as a result, the total value of your original order drops below the free delivery threshold, we will apply the appropriate delivery charge back to your original order before processing your refund.
Return Items As New in Complete Packaging & Free From Dog Hair
Please return all items in their original packaging and ensure all dog hair is completely removed from items tried on - use a sticky roller as necessary. We reserve the right to charge for incomplete items and items that require cleaning or refuse the return entirely at our sole discretion. If the item is not in a resaleable condition, we reserve the right to refuse your refund.
We're happy to fund the delivery cost of replacement items - typically it will cost us about £8 - £10 to get the parcel back and then send out a replacement. However, if you want to return an item that has already been replaced we reserve the right to charge the cost of the postage, in both directions, before processing for you.
Return the Item Within 14 Days
Please do not delay returning the item(s). If we don’t receive your item within 14 days of issuing the return we reserve the right to reject it and potentially charge for returning the original item(s) back to you.
We Try to Process Returns Quickly & Try to Act Fairly
Returns are as important to us as orders; so we do our best to process them as quickly as possible. We act (very) fairly in how deal with returns and often might go the extra mile to keep you happy, but there is a limit to how much goodwill we can show and sometimes we will act appropriately to protect our business and that might mean saying no to requests. Thank you in advance for being nice and showing some understanding.
You have the right to cancel your order for any reason within 14 days of receiving all the items in your order. If you wish to do this please contact us at email@example.com and we will process your cancellation.