Raw Delivery Information
Orders of raw food over the value of £50.00 will qualify for free delivery. Please note that it must be the total sum of raw food alone within the order which comes to over £50.00, regardless of any other products. Orders under the value of £50.00 will incur a £9.99 delivery charge.
Raw orders are not guaranteed Next Day Delivery. However, any orders placed before 11am will be picked, packed and dispatched the same day. Orders placed after 11am on a Thursday will not be dispatched until the following Monday. This is to avoid temperature sensitive parcels being held in depots over the weekend.
We recommend ordering a minimum of 5kg of raw food, as boxes with more contents will maintain their temperature for longer. Packaging used for raw orders will be either a standard polystyrene box or a fully recyclable Hexacomb lined cardboard box with wool cool liners or our new eco friendly paper equivalent. The Hexacomb boxes will keep contents frozen for up to 72 hours to allow for any courier delays. If your order is delivered within 72 hours, no refunds will be provided. Refreezing guidance from various brands and manufacturers is available on request.
Due to the nature of the product, we cannot accept returns on any raw food.
In the rare event that an ordered product is unavailable, such as if the packaging has been damaged, it may be necessary for us to substitute it. We will endeavour to contact you to ask what the most appropriate substitute would be, but will use our discretion and select the closest product available if contact is not successful. If no suitable substitute is available then a refund for the product will be actioned within 48 hours. If you would prefer not to have any substitutions on your order, please let us know this in the Order Notes section when you check out.