Terms & Conditions

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. 

DX COURIER DELIVERIES

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

Important Information:

  • Orders placed before 10am Monday will be sent out for delivery on Tuesday.
  • Orders placed before 10am Tuesday will be sent out for delivery on Wednesday.
  • Orders placed before 10am Wednesday will be sent out for delivery on Thursday.
  • Orders placed before 10am Thursday will be sent out for delivery on Friday, with the exception of Bank Holidays where the delivery will be Wednesday
  • Orders placed before 10am Friday will be sent out for delivery on Tuesday with the exception of Bank Holidays where the delivery will be Wednesday

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. 

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 18, JBJ Business Park, Northampton Road, Blisworth.  NN7 3DW
Monday 9 – 4pm
Tuesday 9 – 4pm
Wednesday 9 – 5.30pm
Thursday 9 – 4pm
Friday 9 – 4pm
Saturday 9 – 3pm
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 DX. 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. 

What time will my delivery be?

Northampton Raw Dog Food use DX to deliver your dog food.  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 2 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 be required to sign for your parcel and you will not be able to change the day of your delivery. 

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

Yes.  A signature will be required, unless you request when your order is placed, that you want your parcel to be left in a safe place.  In this case, the parcel is left at YOUR risk.

My courier delivery is showing as delayed until tomorrow – will it be defrosted, will it be safe to use?

Northampton Raw Dog Food packaging is designed to keep goods frozen for up to 48 hours. For more than 99% of delayed deliveries, goods are received still mostly frozen/cold and suitable for re-freezing/feeding. If you have any doubts, please contact us to discuss along with photographs. Northampton Raw Dog Food/DX cannot accept claims for refund or replacement if the contents have not been inspected or if a delivery has been refused without our prior agreement.

I need to change my delivery day, can I?

No sorry, not once the order is placed

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.