Shipping policy

Shipping Policy

Delivery Times & Service

Standard Delivery Courier: We use DPD as our sole delivery partner to ensure your orders are handled by a reputable courier. This next-day service level is our standard shipping method and the only service level we offer to get your pet supplies to you as quickly as possible.
Delivery Estimates: Please note that all delivery dates are estimates provided by the courier and are not guaranteed. Because this represents our standard shipping option rather than a premium guaranteed timed upgrade, we do not offer refunds or shipping charge reductions for parcels delivered outside of the estimated 24-hour transit window due to courier delays.
Next-Day Convenience: Orders for standard goods placed before 14:00 will be dispatched the same working day. This is perfect for last-minute treats or forgotten essentials.
Weekend Orders: Place your order before 14:00 on a Friday for Monday delivery. Orders placed after this time will be shipped on the following Monday.
Frozen Delivery Schedule: To ensure your order remains frozen and arrives in the best possible condition, any frozen orders placed on a Friday, Saturday, or Sunday will be dispatched on the following Tuesday. This ensures they are shipped for next-day delivery without sitting in a courier warehouse over the weekend.
Frozen Shipping Requirements: We offer delivery on a select range of frozen raw food, specifically Naked Dog, Nutriment, and Mersey Raw products. A minimum order of 5kg is required for frozen shipping; any less runs a high risk of defrosting in transit.
Click & Collect: While we ship the brands mentioned above, all other frozen brands in our range are currently available for Click & Collect only. If you wish to order less than 5kg of any frozen product, you will need to select the Click & Collect option.

Shipping Rates

Frozen Shipping: For frozen orders, delivery is charged at £7.99. To maximise value, we offer Free Frozen Delivery on all frozen orders over 20kg.
Standard Shipping (Non-Frozen): Enjoy Free Delivery on all non-frozen orders over £50. For orders under £50, standard shipping rates will apply at checkout.

Failed Deliveries & DPD Returns

It is the customer's responsibility to ensure they are available to receive their parcel or to provide suitable instructions via the DPD app or website.

If an order is not delivered because you were unavailable, failed to specify a safe place, or did not arrange a collection from a pickup point, and the parcel is returned to us by DPD, a Return to Sender charge of £20 per box will be applied.

This fee will be deducted from any refund processed.
If the total order value is less than the return charge, the whole amount will be non-refundable.

Important Note for Frozen Deliveries

Due to the perishable nature of raw food, frozen orders are sent on a non-returnable basis.

No Redelivery or Returns: Unlike our standard dry goods, frozen parcels cannot be returned to us and resold if a delivery is missed. If you are not available and have not provided a safe place, the courier may be forced to dispose of the parcel.
Customer Responsibility: It is vital that someone is available for the first delivery attempt. We cannot offer refunds or replacements for frozen orders that spoil due to a failed delivery attempt or a lack of clear instructions.
Returns Charge: If DPD does attempt to return a frozen box to us, the standard £20 Return to Sender fee will still apply in addition to the loss of the product value.

Signing for Deliveries and Damaged Parts

Please check all items for damage before signing for your parcel. The courier will accept no liability for damaged goods once the delivery has been signed for. If you do not clearly state on the paperwork at the time of delivery that the contents are damaged, you will be unable to claim a refund. Please notify us immediately of any issues regarding your delivery so we can assist you.