FAQs

Northampton Raw Dog Food
Unit 2 Pan Freight Depot
Harlestone Road
Northampton
NN5 6NU

Our Click & Collect service costs £1.50. This preparation fee covers picking, preparing and storing your order until collection.

We aim to prepare Click & Collect orders within two hours during our normal opening hours.
We will send you a text message when your order is ready. Please wait until you receive this message before travelling to the shop.

Yes. They will need to provide the name shown on the order and may be asked to sign for it.
Please ensure that the order is checked before leaving the shop.

Please enter your postcode at checkout to see the delivery options currently available for your address.
If you are unsure, please contact us on 01604 859021 before placing your order.

Orders to MK postcodes are delivered every Thursday using our own delivery van.
The available delivery option will be displayed when you enter your postcode at checkout.

• Standard delivery – £6.50: Delivery within 1–3 working days.
• Guaranteed next-working-day delivery – £8.50: For customers who need their order sooner.

Yes. We offer £8 nationwide delivery to eligible UK postcodes using Royal Mail’s next-day service, due to arrive before 1pm.
Some postcode exclusions apply. Enter your postcode at checkout to confirm whether the service is available for your address.

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 use the link below to read our blog about transitioning to raw food.

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 depends on your dog’s 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 or email, 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.

There can be several reasons 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 where goods are faulty or inaccurately described.

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 reach 1,000 points, you’ll receive a reward based on the number of points in your account.

• In store: You’ll receive a voucher to the value of your points (e.g. 1,000 points = £10 voucher, 2,000 points = £20 voucher, and so on).
• Online: When you’re eligible, you’ll be prompted to redeem your voucher in the Basket at checkout. The same redemption values apply online.

If you need any further assistance, please contact the shop on 01604 859021.

In-store and online points do not currently combine automatically. However, we may be able to transfer points from one account to another upon request. Please contact the shop on 01604 859021 for assistance.