Terms & Conditions

DPD COURIER DELIVERIES

We deliver, using DPD next day delivery service Mainland UK.

Important Information:  We will always try to send your parcel out the next day (Monday – Friday) however, this may not always be possible, due to stock levels or extreme hot weather.  We will try to contact you via Phone or Email to keep you updated if there is a delay in your order.

  • Orders placed before 9am Monday will be sent out for delivery on Tuesday.
  • Orders placed before 9am Tuesday will be sent out for delivery on Wednesday.
  • Orders placed before 9am Wednesday will be sent out for delivery on Thursday.
  • Orders placed before 9am Thursday will be sent out for delivery on Friday, with the exception of Bank Holidays where the delivery will be Wednesday
  • Orders placed before 9am Friday will be sent out for delivery on Tuesday with the exception of Bank Holidays where the delivery will be Wednesday
  • Your deliveries are packed into boxes with a double walled cardboard outer. Our packaging has been tested and is capable of keeping goods frozen for up to 48 hours in optimum conditions. This time is reduced by warmer weather. Please bear this in mind when ordering. We do not accept claims for replacement or refund if some defrosting has occurred on arrival. Please place goods into your freezer as soon as possible to avoid spoiling.  Dog Food can be defrosted and refrozen so please don’t worry if the food is defrosted as long as its still cold.

We reserve the right to stop deliveries if the weather is extremely hot.

IF YOU REQUIRE A PARTICULAR DATE FOR DELIVERY THEN PLEASE WRITE THIS IN THE “NOTES” BOX WHEN ORDERING

Unless you choose a delivery date in advance, this becomes our target delivery day.

Note: During the busier periods, deliveries may take up to 48 hours to reach you. We cannot guarantee next day delivery.

LOCAL DELIVERIES

  • Local Deliveries (NN Postcodes) – £5.00
  • Orders placed before 9am Monday-Friday will be sent out for delivery within 3 days (depending on stock)
  • Customer will receive a text in the morning to confirm what day they are being delivered.
  • Orders will be delivered in crates that will need unpacking and returning to the driver

IF YOU REQUIRE A PARTICULAR DATE FOR DELIVERY THEN PLEASE WRITE THIS IN THE “NOTES” BOX WHEN ORDERING

MK & CV 21 -23  DELIVERIES

  • Deliveries  – £6.00
  • Orders placed before 9am Monday-Friday will be sent out for delivery on the allocated day.  These dates are once a fortnight on a Thursday.  Please ring shop if you want an exact date (01604 851029)
  • Customer will receive a text in the morning to confirm what day they are being delivered.
  • Orders will be delivered in crates that will need unpacking and returning to the driver

CLICK AND COLLECT

So, here’s how it works: 

  1. Place your order online.
  2. As soon as your order is placed, we will be getting this ready.
  3. Choose your collection date at checkout
  4. Collect your order on your chosen collection date.
  5. Collect anytime within our opening hours.
  6. Orders placed after 12noon, will not be ready until the following day.

Click-and-collect address and opening times:

Unit 2 Pan Freight Depot, Harlestone Road, Northampton, Northamptonshire, NN5 6NU
Monday 9 – 5.30pm
Tuesday 9 – 5.30pm
Wednesday 9 – 5.30pm
Thursday 9 – 5.30pm
Friday 9 – 5.30pm
Saturday 9 – 4pm
Sunday Closed

Closed All Bank Holidays.

Please note, from the time you receive your order confirmation, you have 2 days to collect your order. Orders that aren’t collected within this period will be subject to a £10 restocking fee.

If you have any questions please telephone the shop on 01604 851021

Frequently Asked Questions

ORDERS & DELIVERIES

How will my order be delivered?

Northampton Raw Dog Food offers nationwide delivery via DPD. Although our couriers don’t use frozen transport, we do pack our orders with liners and ice if needed. We cannot accept responsibility for defrosted raw food within 48 hours of delivery from our courier. We also offer local delivery via our own driver.  These will be delivered in crates that will need unpacking and returning to our driver.

What time will my delivery be?

Northampton Raw Dog Food use both DPD and our own van for local deliveries.

DPD – Before your delivery is due, you will be notified by email/txt before the day of your delivery. On the day of delivery, you will be given a 1 hour time slot.  It is YOUR responsibility to be in for your delivery.  If you are not at the delivery address, we cannot be held responsible for your parcel and therefore will not accept any liability for the loss or replacement of your order.  You will not be able to change the day of your delivery. If DPD can leave your parcel at a local drop off place (for example a local DPD Drop Off Shop) then they will, and they will leave a note informing you where your parcel has been left.  It is YOUR responsibility to pick the parcel up.  Remember it will not be frozen from the time it has left our shop – so the sooner you can collect, the better!

Local – On the morning of your delivery you will receive a text confirming delivery that day.  If you want a specific day of delivery, then please write it in your notes section when placing the order.  If you are not at the delivery address, we cannot be held responsible for your delivery and therefore will not accept any liability for the loss or replacement of your order. If there is a safe place we can leave your delivery, then please also put this in your notes when placing the delivery.

Do I have to be at home to receive my delivery?

DPD – No. If you are not in, DPD leave it at a local DPD drop off point, for you to collect. In this case, the parcel is left at YOUR risk.

Local Delivery – You can request the food is left in a safe place, at your own risk.

I need to change my delivery day, can I?

DPD – No sorry, not once the order is placed

Local – Yes, as long as the delivery hasn’t been despatched.

Substitutions

Substitutions will be provided in the event that the stock you have requested, is not available, at the same or greater value.  If you do not want substitutions then you MUST inform us of this by using the NOTES box in your order.

We will endeavour to contact you on the phone number you have left on your order, however if we can not contact you then we will refund your order, in whole or part.

Do we offer samples?

Unfortunately, we are unable to offer samples due to the logistics involved to ensure the food arrives with you frozen.  We don’t have a minimum order which will help you try smaller orders.

 

What is the minimum order?

On our local van deliveries there has always been no minimum order. Our deliveries via DX have no minimum order.

How much can I fit in my freezer?

Depending on what brands you order, you can fit around 8kg in a standard upright freezer draw.

Can I amend or cancel my order?

Once orders are placed, we cannot amend it. Cancelling your order will incur a restocking fee, when your order has been picked, of £10.

Can I change what’s in a mixed box?

No, unfortunately all mixed boxes sold online are premixed before they arrive to us.

Can I add on to my order?

Once your order is placed, we cannot change your order.

Can i order just treats?

Of course, we don’t have a minimum order.

My order is wrong, what do i do?

We endeavour to make sure everything is always right. But we are only human after all. So please get in touch within 24 hours of your order being delivered. We will need this in writing along with photographs. We will address the problem immediately

Refund and Return Policy

If you have any problems with your order or any of the items are unsatisfactory, please get in touch with us. We will do our best to deal with your problem efficiently.
Please note that we are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to cancel. This does not apply to faulty goods.

FOR ONLINE PURCHASES

Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, we will charge you for the reduction in value.

All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described.
Refunds for selecting the wrong shipping at checkout can not be given after payment has been made.

PURCHASES MADE IN PERSON

We are not able to offer refunds on goods bought in person from our shop or any other outlet which are being returned for example because they are no longer required or you have changed your mind.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described.