Shipping We can ship to virtually anywhere within the UK. Note however that there are restrictions on some geographic locations (Northern Ireland, the Highlands of Scotland, the Isle of Man) which can mean a two to three day delivery time instead of our usual next day service. If you have any concerns about when your order should be received, please call us. Where our courier system flags up a longer than usual delivery time we will aim to call or email you to confirm if this is acceptable.
Please also note that the shipping rates for our products are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.
Cost of shipping Our parcels are shipped by weight, and each polystyrene box will hold around 10kg of food, bones or treats. For details of how much we can fit in a box, please click here.
5-12kg - £6.50
13-24kg - £9.00
25-36kg - £11.00
36-79kg - FREE
For orders of 80kg or more there is a charge: please call us for details, and so we can also apply our bulk discount of 30%. Please provide any specific delivery instructions (eg whether a pallet delivery is acceptable, vehicle access restrictions etc) to ensure no problems with your order.
For orders of less than 5kgs the only option available will be Factory Collection. We have a minimum order of 5kgs so that our products remain frozen on transit. To ensure your order is delivered without delay then please make sure you have ordered a minimum of 10 x 500g tubs OR 4 x 1.4kg chubbs OR 25 x 200g Dinner for Dogs tubs.
When will my order be received? Orders received Monday to Thursday before 2pm will be packed and dispatched that day for next day delivery via a courier. Orders received after 2pm will not be processed until the next day. Orders received after 2pm Thursday, or on Friday, Saturday or Sunday will be processed on Monday for Tuesday delivery, however due to the large quantity of orders we ship on Monday it can take an extra day to arrive. Please be assured that our packaging will keep our products frozen for a good 2-3days intransit, so if your order is delayed then there should be no need to worry!
Please note that we do not deliver on Saturday, Sunday, Monday or public holidays such as Good Friday, Christmas Day, Boxing Day and New Year's Day. Orders received on these days will be dispatched on the next working day. If you have any concerns about when your order will be received, please feel free to call us.
ORDERS FOLLOWING BANK HOLIDAYS CAN TAKE AN EXTRA DAY DUE TO THE HIGHER LEVEL OF PARCELS OUR COURIERS HAVE TO DELIVER.
Do I have to be in to receive my order? No. Our courier is instructed to always leave your parcel safe at your address if there is no one home to accept delivery. If necessary, you can specify a safe location (eg in a shed, garage or with a neighbour) when placing your order.
Once dispatched, can I change the delivery date on my order? UKMail can change the delivery date of your order, however please note that this is completely to your discretion. Your order will not return to a freezer between leaving our factory outlet and arriving at your address. We are not liable to reship or refund your order if you have changed your delivery date with our courier if the products have arrived defrosted.
What happens if, in the unlikely circumstance, my order is delayed? Our courier sometimes have to delay orders due to different reasons such as vans breaking down. If you have been notified about your order being delayed then please contact us on 01276 63554 so that we can track you order and aim to get it out for delivery on your expected delivery date. If we are unable to get it delivered on this day, your order will be with you the following day. Your order should be absolutely fine for 2-3days in the packaging we provide. If there is anything wrong with your order when it arrives then please notify us as soon as possible. By providing your mobile number with your order, our courier service will be able to give you an update via SMS (text messaging).
Returns Policy You may return any product in the extremely unlikely event that you are disatisfied with it. However, we must insist that the product is unused and has remained frozen since first delivered in order for us to accept any returns. All returns must be sent by next day courier to our factory address. Upon receipt of any returns in good condition we will then process your refund. Please bear in mind that any refund may take a couple of days to show in your account. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.).
Your statutory rights as a consumer are not affected.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. Please give as much detail as possible regarding why you wish to return the product, and include the batch number which appears on the side of each tub. We'll notify you via e-mail of your refund once we've received and processed the returned item. If you need assistance in arranging a courier to return your order, please feel free to call us.