Deliveries and Returns
Bank Holiday 2nd May 2022:
Please note for any deliveries placed after 1pm on Thursday 28th April and before Friday 29th April 2022 at 1pm, with NEXT DAY DELIVERY, they will be delivered on Tuesday 3rd May. Any orders with NEXT DAY DELIVERY placed after 1pm Friday 29th April will not arrive until Wednesday 3rd May. Any orders on standard or free delivery between Thursday 28th April at 1pm and Tuesday 3rd May at 1pm will be dispatched on Tuesday 3rd May.
Deliveries are usually handled by UK Mail (Now part of DHL) . However, we often provide the option to pick up purchased products from us. We call this local pickup or click + collect. We ask that you pick up items from our Mickleover, Derby shop during opening hours, Monday- Friday. Click and Collect orders placed after 1pm Friday as well as Saturday and Sunday will not be ready until Monday. Please allow at least 3 hours from your order time to collect. We would recommend phoning before you travel to make sure you order is ready to collect. This shop is located at 16 Station Road, Mickleover, Derby, DE3 9GH.
At this moment in time, we can not guarantee next day delivery service whilst the couriers are so busy during this pandemic, but we do guarantee to ship this on a next day service.
For orders placed around peak times such as Christmas, orders may also incur a delay. However, it may not be possible to dispatch your items on the same day as you order them. Orders placed after 1pm will be dispatched the following day. Orders placed after 1pm on Friday will be sent with orders placed on Saturday and Sunday on the following Monday. We will endeavour to ensure that you receive your items as quickly as possible. Please note items can take up to 7 working days to arrive. Next day delivery refers to working days, so a next day delivery order placed before 1pm on Friday will be delivered on Monday.
Please ensure to read each product description as on occasion, a product may not be available for next day delivery and this will be stated within the items description.
For all bulk orders, these are subject to approval as they may require a pallet courier as opposed to a standard courier and as such will need to be booked ahead of time. Please ring 07871 780649 prior to placing the order to check this.
For orders under the value of £50 of raw food, these will incur a £9.99 delivery charge. For orders over the total sum of £50 raw food, delivery will be free. Please note, it is the total sum of raw food which must exceed £50 to gain free delivery, not the whole total order.
Raw Deliveries are NOT a guaranteed next day delivery, however we do endeavor to send raw orders out the same day to be with you the next day. We use either a standard polystyrene box, a hexacomb lined carboard box which is totally recyclable or wool cool liners. The hexacomb lined boxes can stay frozen for up to 72 hours in the event that an order incurs a delay. If your order is delivered within 72 hours, no refunds will be given. Unfortunately, we cannot accept any returns on any raw dog food due to the nature of the product. For the delivery to be sent the same day, this MUST be placed before 11:00 to allow us to pick and pack this. We will also pass on manufacturers guidance on refreezing frozen food/partially defrosted food where necessary.
We do not send raw deliveries on Friday so that they do not get held in the depot over the weekend, they will be dispatched on Mondays.
On very rare occasions, we will have to substitute your item if for any reason it is not available, such as the packet is damaged or open. We will endeavour to call to ask what the most appropriate substitution is, but if there is no answer/reply before the parcel is required to be dispatched, we will substitute this for the closest item. Occasionally, there will be no substitute and a refund for the item will be actioned within 48 hours.
If you could prefer no substitutions, please let us know in the order notes section.
Please do not hesitate to email us at [email protected] for any questions regarding raw deliveries and substitutions.
For information about returns, please see our terms of sale page. If your address is incomplete or incorrect, or if your item is returned to us for any other reason, such as, you were not in to receive delivery, we will subtract the return delivery cost from any refund. Refused deliveries will also be subject to the original and return costs being deducted from any refunds.
If you have any questions, please call us on 07871 780649, or email [email protected]
The following postal codes will incur an automatic £15 surcharge per 30kg at the checkout. Our couriers do not deliver here without the additional out of area funds. This is not our choice, these are restrictions from DHL and DPD.
|AB 31 to AB 38||HS||Republic of Ireland *|
|AB 40 to AB 56||IV 41 to 49||PO30 to 41|
|IV 1 to 28||IV 51, 55 & 56||TR21 to 25|
|IV 30 to 32||KA 27 & 28|
|IV 36 & 40||KW 15 to17|
|IV 52 to 54||PA 20|
|IV63||PA 41 to 49|
|KW 1 to 14||PA 60 to 78|
|PA 21 to PA 38||PH 42 to 44|
|PH 4 to PH 41||ZE|
|PH 49, PH 50||Isle of Man (IM)|
|AB 21 to AB 25||Channel Islands|
|Northern Ireland (BT)|