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Terms & Conditions

VAT Declaration

By completing your purchase, you (the customer) confirm that your dog qualifies as a working dog, and therefore the products you’re buying are exempt from VAT.

Courier Deliveries

We use a 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 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 cold 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 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
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)
    • £6.50: 1-3 days delivery (Monday-Friday)
    • £8.50: Guaranteed Next Day Delivery (Monday-Friday) – Order must be placed before noon the day prior.
  • Orders will be sent out for delivery within 3 days (depending on stock)
    We will always try to send it out the next day however, this is not always possible
  • Customer will receive a text in the morning of delivery to confirm what 2-hour time slot they will receive their food.
  • 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

CV 21 -23  DELIVERIES

  • Deliveries  – £7.00
  • Orders placed before 4pm on Tuesday (day before Wednesday delivery), will be sent out for delivery on the allocated day.  These dates are weekly on Wednesdays.  Please ring shop if you want an exact date (01604 859021)
  • Customer will receive a text on the morning of delivery at approx. 9am
  • Orders will be delivered in crates that will need unpacking and returning to the driver

MK  DELIVERIES

  • Deliveries  – £7.00
  • Orders placed before 4pm on Wednesday (day before Thursday delivery), will be sent out for delivery on the allocated day.  These dates are weekly on Thursdays.  Please ring shop if you want an exact date (01604 859021)
  • Customer will receive a text of the morning of delivery at approx. 9am.
  • 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, may 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 8.30 – 5.30pm
Tuesday 8.30 – 7.00pm
Wednesday 8.30 – 5.30pm
Thursday 8.30 – 5.30pm
Friday 8.30 – 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.

RECURRING PAYMENTS WITH FUTUREPAY

You have the convenience of cancelling subscriptions directly from your My Account page on WooCommerce. If you any questions or issues, please contact us directly. We offer various options for subscription payment frequencies, including weekly, every 2 weeks, every 3 weeks, every 4 weeks, every 5 weeks, and every 6 weeks. The billing term of each subscription remains in effect until either the customer or the store owner opts to cancel or suspend the subscription.

PRICES AND PRODUCT INFORMATION

We reserve the right to amend product prices, delivery charges, promotions, and product information at any time without prior notice. Prices displayed on the website are subject to change and may vary from time to time. The price payable for goods will be the price displayed at the time your order is placed and confirmed.

Frequently Asked Questions

Read FAQs

Refund and Return Policy

If you have any problems with your order or if any of the items are unsatisfactory, please get in touch with us. We will do our best to resolve the issue quickly and efficiently.
Please note that we are unable to accept returns of frozen, raw or other perishable goods, as these are exempt from the right to cancel under the Consumer Contracts Regulations. This does not affect your statutory rights if the goods are faulty, damaged or incorrectly supplied.

FOR ONLINE PURCHASES

Refunds are available for non-frozen, non-perishable goods within 30 days of purchase. If you wish to return an item, you must notify us and return the goods within 14 days of your refund request.

Returned goods must be unused, complete with their original packaging where possible, and in a resaleable condition.

The cost of returning non-faulty items is the customer’s responsibility. Original delivery charges are non-refundable unless the item is faulty, incorrectly supplied, or we are required by law to refund them.

It is your responsibility to take reasonable care of the goods before they are returned to us. Items must be packaged adequately to protect against damage in transit. If goods are returned damaged or have deteriorated due to inadequate packaging or handling, we reserve the right to make a deduction from any refund to reflect the reduction in value.

Once the returned goods have been received and inspected, any refund due will be processed to the original payment method within 14 days.

If an item is faulty, damaged, or not as described, please contact us as soon as possible. We will arrange an appropriate remedy, which may include a replacement, repair, refund and, where applicable, reimbursement of reasonable return postage costs.

Refunds cannot be given where the incorrect shipping option has been selected by the customer at checkout.

PURCHASES MADE IN PERSON

We are unable to offer refunds on goods purchased in person from our shop or any other retail outlet simply because they are no longer required or you have changed your mind.

This does not affect your statutory rights if goods are faulty, damaged or not as described.

FINAL NOTE – Please always supervise your dog while eating, especially when feeding treats or bones.