FAQs

We aim to have your Click and Collect order ready within two hours of placing it (during our opening hours). However, please wait for a confirmation text before coming to collect your order.

Yes, someone else can collect your order. They will need to provide the name on the order and will be asked to sign for it. Please ensure they check and confirm that the order is complete before leaving.

Local Delivery: There is no minimum or maximum order value, and the delivery cost remains the same regardless of the size of your order.

Non-Local Delivery (via DHL): Non-local deliveries no minimum or maximum order value. However, the delivery cost for DHL services will vary depending on the weight of your order.

Please decide on your delivery options when ordering (details below).  We will always aim to get your order out to you asap.

You will receive a text once your order has left the shop, in the morning, with an hour time slot and you will be able to track the driver once you are his next stop.)

If you are a Local Delivery

Northampton Postcodes:

• £5.50: 1-5 days delivery (Weekdays)
• £6.50: 1-3 days delivery (Weekdays)
• £8.50: Guaranteed Next Day Delivery (Weekdays) – Order must be placed before noon the day prior.

Coventry Postcodes:

• CV21, CV22, CV23:
  • £6.55: Delivery every Thursday (Order by noon the day before).
• CV1–CV7, CV31–CV34, CV47:
  • £8.55: Delivery every Thursday (Order by noon the day before).

Leicester Postcodes:

• LE1–LE12, LE67:
  • £8.55: Delivery every Wednesday (Order by noon the day before).
• LE15–LE17:
  • £6.55: Delivery every Wednesday (Order by noon the day before).

Milton Keynes Postcodes:

• £6.55: Delivery every Thursday (Order by noon the day before).

Oxford Postcodes:

• OX15–OX17, OX25–OX27:
  • £8.55: Delivery every Tuesday (Order by noon the day before).

Peterborough Postcodes:

• PE1–PE9, PE19, PE26–PE29:
  • £8.55: Delivery every Tuesday (Order by noon the day before)

Non-Local Deliveries – (Anything that ISNT included above)

For non-local deliveries, we use DHL’s next-day service. While we aim to dispatch your order promptly, certain factors such as stock availability or extreme heat may cause delays.

Please allow 1-3 working days for dispatch.

Orders must be placed before noon the previous day. If you order on a Friday your delivery will not be dispatched until the following Monday for delivery on the Tuesday.

Once DHL has collected your order, you will receive an email and a text message with tracking details.

Local Deliveries: Our drivers, Jim or Jamie, will deliver your order in crates. If you’re home, you can empty the crates at your door.

If you’re not available, the drivers are happy to leave your delivery in a safe spot or even place it in the freezer if accessible.

Please ensure that any crates left behind are returned on your next delivery. If you have specific requests, add them in the notes when placing your order.

Non-Local Deliveries (via DHL): Your items will be packed in boxes with a double-walled cardboard exterior and a silver foil lining.

This packaging has been tested to keep items cold for up to 48 hours under ideal conditions, but warmer weather can reduce this time.

We do not offer refunds or replacements if defrosting occurs during transit. To avoid spoilage, place items in your freezer as soon as possible after delivery.

Dog food can be safely defrosted and refrozen as long as it remains cold on arrival, so there’s no need to worry if it arrives defrosted.

DHL delivery costs are based on the weight of your order. We only charge you what DHL charges us, as these costs can be quite high.

Local Delivery:

Yes, you can add to your order. Simply place a new order and select “Click and Collect” to avoid additional delivery charges. In the order notes, mention that you want to add this to your existing delivery and include the original order number. Be sure to complete this by noon the day before your scheduled delivery.

Non-Local Deliveries (via DHL):

If you need to add something to your order, you will need to place a new order and pay the delivery cost, as these are calculated by weight and cannot be adjusted.

You can request a specific delivery date as long as it fits within the delivery timeframe you originally selected. However, we cannot offer specific delivery times or accommodate requests for deliveries before or after a certain time period, as our routes are planned based on the number of orders for that day and overall efficiency.

If you encounter any issues with your order or if any items are unsatisfactory, please contact us, and we will address the problem as efficiently as possible.

Please note that we cannot accept returns on frozen, raw, or perishable goods, as these are exempt from the right to cancel, unless the goods are faulty.

Refunds are available for non-frozen, non-perishable goods up to 30 days from the purchase date. You must return the items within 14 days of requesting a refund, including the original packaging, at your own expense. It is your responsibility to ensure the goods are well cared for and adequately packaged to prevent damage during return. If the items show signs of damage or deterioration, we will deduct the reduction in value from your refund.

All payments, including any postage or carriage costs, will be refunded within 30 days, minus any charges that apply under this contract.

This policy does not affect your legal rights if the goods are faulty or misdescribed. Please note that refunds for selecting the wrong shipping option at checkout cannot be provided once payment is made.

For local deliveries, we kindly ask that you check your order before the driver leaves and inform them of any issues. They will then contact the shop for further assistance.

If your order is incorrect for any reason, please contact us as soon as possible.

Refer starter guide here

Keep raw food in the freezer and thaw in the refrigerator before serving.

Raw food can be kept in the fridge for up to 3 days, as long as it hasn’t been left out to get warm.

Be sure to wash your hands, any surfaces and any utensils the raw food touches to prevent cross-contamination.

Yes, you can refreeze raw dog food as long as it has been kept cold and has not been left at room temperature for an extended period of time. Here’s what to keep in mind:

Store quickly: Once you receive or buy the food, place it in the freezer as soon as possible to avoid spoiling.

Refreezing is safe: If the food has thawed but is still cold, it’s safe to refreeze it.

Avoid room temperature exposure: If the food has been left out at room temperature for a long time, it’s better to discard it, as bacteria can grow quickly in these conditions.

Please see link below which will take you to out blog on this.

Read blog

Yes, your dog can eat frozen raw food, though it may be harder for them to chew, depending on the size of the portions and their chewing ability. Some dogs enjoy frozen food, especially during warmer weather, as it can act like a treat or help soothe their gums.

However, for smaller dogs or dogs with sensitive teeth, it’s generally better to thaw the food to avoid any potential discomfort or digestive issues.

If you’re in a rush, you can thaw the food quickly by placing it in a sealed bag in cold water for about 30 minutes. Avoid using warm or hot water, as it may partially cook the food.

If your dog has had a spleen removal then please discuss this with us

This is depends on their individual needs. For personalised advice, feel free to call or use our chat services, and we’ll be happy to assist you with a tailored plan.

They can be a number of reason for this please read our “Why your dog has stopped eating” blog or feel free to pop into store, call, email or use our chat services, and we’ll be happy to assist you with this.

Dogs typically drink less water on a raw diet because raw food has a higher moisture content compared to kibble. Raw food contains around 60-80% moisture, while dry kibble has much less, so your dog is naturally getting more hydration from their meals. This is normal and usually nothing to worry about, as long as your dog is otherwise healthy and active.

If your dog is struggling to go to the toilet on a raw diet, it could be due to a few common factors:

1. Too Much Bone: A high bone content in raw food can cause firm or dry stools, leading to constipation. Ensure the food has the correct ratio of bone (10% or less) and muscle meat.
2. Not Enough Fiber: Adding some fibre-rich vegetables like pumpkin, carrots, or leafy greens to the diet can help soften stools and promote regular bowel movements.
3. Hydration: Even though raw food has high moisture content, ensuring your dog is drinking enough water is important to keep the digestive system running smoothly.
4. Just Introduced Raw: If you’re just starting the raw diet, digestive adjustments can take time. When starting raw, it can take 3 days for your dogs first poo!
5. Add more fresh fish to your dogs diet

There are several options that can help your dog with this issue and it very much depend on each dog. Feel free to visit us in-store, call, email, or use our chat services, and we’ll be happy to assist. If your dog continues to have trouble or you’re concerned, please consult your vet for further advice.

They can be a number of reason for this please read our “Does your dog eat grass” blog or feel free to pop into store, call, email or use our chat services, and we’ll be happy to assist you with this.

There can be a number of reason for this, please read our “Elimination Diets” blog or feel free to pop into store, call, email or use our chat services, and we’ll be happy to assist you with this.

For Online Purchases:
You may request a refund for any non-frozen, non-perishable goods within 30 days of purchase. Once you request a refund, you must return the goods within 14 days, including the original packaging, at your own expense.

It is your responsibility to ensure the goods are handled with care before returning them. They must be adequately packaged to prevent damage and arrive in a saleable condition. If the items are damaged or show signs of wear, we will deduct the appropriate amount from your refund based on the reduction in value.

All payments, including postage or carriage fees, will be refunded within 30 days, minus any applicable costs under this agreement.
This policy does not affect your statutory rights, such as in cases where goods are faulty or inaccurately described.

Please note: Refunds cannot be provided for incorrect shipping selections made at checkout after payment has been processed.

For In-Person Purchases:
We do not offer refunds for goods purchased in person from our store or any other outlet if the item is no longer wanted or if you have simply changed your mind.
This policy does not affect your legal rights, such as in cases where goods are faulty or inaccurately

You can sign up for a VIP Card either in-store or by creating an account on our website. When you set up an account online, you’ll automatically be registered for a VIP Card.

You will earn 1 point for every £1 spent, both in-store and online.

Once you accumulate 500 points, you can redeem a bag. If you reach 1,000 points, you can claim a larger treat bag.

Yes, if you created an account after November 2024, your points from in-store and online purchases will be automatically merged. If your account was set up before this, your accounts may already be linked. If you’re unsure, please contact our team for assistance.