Our delivery terms and conditions
Delivery and Returns
Your bag(s) will be delivered securely packaged in a cardboard box, up to 27KG per box.
Highlands & Islands of Scotland may take one or two days longer:
Delivery processing is only carried out between Monday to Friday, excluding Bank Holidays.
If your order is not with you within 4 working days of date of order, please let us know and we can chase it with DPD.
We reserve the right to alter these displayed charges after order completion in the event of an incorrect delivery location selection. Delivery is normally via UK Mail.
*Free Delivery is to all postcodes in MAINLAND England, Wales and Southern Scotland when you spend over £29.
An additional charges of £9.95 if delivering to the following postcodes:
IV Northern Highlands
AB 30-38 Aberdeen/Highlands
AB 44-56 Aberdeen/Highlands
- FK 17-21 Northern Highlands
- G83 Glasgow
PA 20 to 99 Oban
PH 17 to 99 Northern Highlands and Oban
HS Northern Highlands/ Oban
KA 27 and 28 Arran/Oban
ZE Orkney and Shetlands
BT Northern Ireland
IM Isle of Man
TR 21 to 25 Isles of Scilly
These postage charges are per parcel up to 27KG.
We will keep you updated at every step of the way starting with payment confirmation. An email will be sent to you with confirmation of your order and confirmation of dispatch.
Please supply us with the correct delivery address including a full postcode. We use DPD to deliver orders. If you provide us with a mobile number when you order DPD will send you a text message with a delivery slot. This will also enable you to leave them an alternative delivery address, change your delivery date or notify them of a 'safe place' to leave your parcel. They can also contact you should there be any delivery issues.
Our responsibility ends once the parcel has been accepted and signed for or left in a safe place according to your instruction.
You will usually receive your delivery 2-3 working days from your order being placed.
As well as your initial payment confirmation email, you will receive an additional confirmation email that your item has been sent to dispatch for delivery.
Our 6KG replacement terms
When you buy a 6KG bag of Dog food from us and your pooch doesn't like the flavour we will replace the bag at no extra cost to you, all you need to do is pay the £6 DPD delivery charge for your new food. We will do this once per customer. We highly recommend you purchase a taster bundle before trying a new flavour to minimise this happening and causing you inconvenience. NB Sorry but during the Covid restrictions we are unable to offer taster packs.
Out of stock
We endeavour to keep our website up to date with product information but In the unlikely event the item you have ordered is out of stock, we will contact you with the option of a full refund or a date of when we can fulfil the order. Please note, we do not guarantee the sale of any item until you have received the confirmation of dispatch email.
Damage to products
Please check all items on delivery; if there are any signs of damage to the packaging please tell the driver at the time of delivery. This enables us to claim from the delivery company if your product is damaged and issue you with a refund or replacement as requested.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund the price of or exchange a product provided it is in fully resalable condition with any labels/tags still intact and as far as possible, in its original packaging. If we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund or exchange on the item. Please note that we are unable to refund or exchange products which were specially adapted to your requirements unless they are faulty, damaged or do not meet the description we made.
Returns should be made by you within 7 days after the day that you inform us of your decision to cancel and as far as possible in original, undamaged packaging.
If the product is faulty, damaged, or does not meet the description we made, we will refund the cost of returning the Product and your original delivery charge.
If the product is simply unwanted, you will bear the cost of returning the Product to us and we will not refund your original delivery charge, unless you have exercised your right to cancel the contract under the Consumer Contracts Regulations.
We will not refund Return Delivery to us.
Returns are returned at the buyers expense.
Refunds will only be made once we have received (a) the Product(s) being returned; or (b) evidence of its return, if earlier. Refunds will be made within 7 days after the day return/evidence of return.
Returns can be made by sending the Product(s) back to the dispatch address specified on the dispatch note included within your delivery. Please follow the return instructions on the dispatch note.
Your statutory rights are unaffected.
In the unlikely event that you decide you no longer want the item you have ordered it can be returned to us for a full refund if it is as new and still in its original unopened packaging within 7 days of receipt. Once the item has been received and inspected a refund will be given minus our costs for delivering it to you.