Frequently Asked Questions

Delivery

When will my order be dispatched?

Orders placed before 3pm will normally be dispatched the following day, unless stock shortages or other circumstances affect your order.

Orders are shipped using DHL, and you'll receive tracking information by email so you can keep an eye on your delivery.

Please note that dispatch and delivery times may vary around bank holidays.

When will my order arrive?

Your order will normally arrive the day after it has been dispatched.

As you're ordering frozen and perishable food, we use a delivery service and packaging designed to help keep your food frozen during transit.

Will my order arrive frozen?

We use specially designed insulated packaging to help keep your order frozen for up to 48 hours during transit.

Our boxes feature insulated foil lining and a triple-strength outer box, specifically designed for shipping raw dog food.

While we take every care to maintain the temperature of your order, transit conditions can vary. If you have any concerns about the condition of your delivery when it arrives, please contact us as soon as possible.

Can I choose a safe place or leave my order with a neighbour?

No. As our products are fresh and frozen, orders cannot be left in a safe place or with a neighbour.

This helps ensure your food remains at the appropriate temperature and doesn't spoil while unattended.

Please make sure someone is available to receive your delivery.

Do you deliver everywhere in the UK?

We offer delivery to a range of locations across the UK. Delivery options and charges depend on your postcode.

Please make sure you select the correct delivery area when placing your order. Selecting the wrong delivery option may result in your order being refunded so that you can place it again using the correct delivery service.

Why has my order been refunded?

There are a few reasons why we may need to refund an order, including:

• The incorrect delivery option has been selected for your postcode.

• Your Pick & Mix box doesn't meet the required minimum quantity.

• We're unable to deliver to your area using a service that can safely transport your frozen food.

• An item in your order is unavailable due to stock shortages.

If your order has been refunded and you're unsure why, please get in touch and we'll be happy to help.

Can I order Pick & Mix?

Yes. Our Pick & Mix option lets you choose from available flavours and create your own selection.

When ordering a Pick & Mix box, you must select a minimum of 2 flavours and a total of 20 bags. Orders that don't meet these requirements may need to be refunded.

Packaging

How is my order packaged?

Your frozen food is packed in specially designed packaging to help maintain the temperature during delivery.

Our packaging includes:

• Insulated foil lining

• A triple-strength outer box

• Packaging designed to maintain temperature for up to 48 hours

• Materials that can be reused or recycled where possible

Can I recycle or reuse the packaging?

Yes. Our packaging has been designed with reuse and recycling in mind. Please check your local recycling facilities for guidance on which materials can be recycled in your area.

Raw Feeding

How should I store my order?

Your food should be placed in the freezer as soon as possible after delivery. Follow the storage instructions provided on the product packaging.

What should I do if my food has started to defrost?

Some softening or partial thawing can occur during transit. If you're concerned about the condition of your order, contact us as soon as possible with your order number and photographs of the food and packaging.

We'll assess the situation and advise you on the next steps.

How do I safely handle raw dog food?

Raw dog food should be handled carefully, just like other raw meat products. Wash your hands, utensils and preparation surfaces thoroughly after handling, and keep raw food away from food intended for human consumption.

Orders

What happens if an item is out of stock?

We aim to keep our products available, but occasionally items may be affected by stock shortages. If a stock issue affects your order, we'll contact you where necessary or arrange an appropriate resolution.

Can I change or cancel my order?

If you need to make a change or cancel an order, contact us as soon as possible. Once your order has been processed or dispatched, we may not be able to make changes.

What should I do if there's a problem with my delivery?

If your order arrives damaged, contains the wrong products or you have any concerns about its condition, please contact us as soon as possible.

Include your order number and photographs of the packaging and products where possible. This will help us investigate the issue quickly.

Still have a question?

If you can't find the answer you're looking for, get in touch with the Raw Dog Food Direct team and we'll be happy to help.