Delivery & Returns

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. 

UK Delivery

Our Standard UK delivery service is FREE for orders over £35 or costs just £4.99 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 £4.99
Express UK Delivery £3 £6.99
Saturday UK Delivery Service suspended Service suspended
     
  Orders Over £50 Orders Under £50
Isle of Man Free £4.99
Northern Ireland Free £4.99
Channel Islands Free £4.99

 

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 pageDelivery costs £6.99 for orders under £39 and only £3 for orders over £39.

 

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.

 

Worldwide Delivery

We can ship anywhere worldwide if our website doesn't have a shipping method for your country please get in touch.

 

Returns Policy

We will be happy to refund a product within 60 days of receipt, provided it is in a fully re-saleable condition. Please enclose details of your name and order number or your order invoice in the parcel with your items, along with how you'd like us to proceed; refund or exchange, etc. 

Return Address: Not In The Dog House Returns Department, Merlin House, Low Moor Lane, Knaresborough HG5 9JB

 

Acceptable Return Condition

Returns received in damaged or worn condition. You have a legal obligation to take reasonable care of the items while in your possession. If you fail to comply with this obligation, we have a right to deduct the cost of any deterioration (due, for example, to your having used the items, or need cleaning from dog hair) up to the price of the items from the refund to which you are otherwise entitled. If it is not resaleable with a deduction we will return the item to you. 

 

Faulty Items

In the rare and unfortunate case that you receive a faulty or damaged item, please notify us within 3 days of receipt.

 

Return Exclusions

The following kinds of products may not be returned under this policy:

  • Personalised Goods or Goods made to your specification
  • Any cleaning, grooming or medication products. 
  • Dog treats or other dog food products intended for everyday consumption.
  • Any product made to order;
  • Gift vouchers.
  • Perishable goods