General DPD courier information
Our national delivery is fulfilled via DPD courier. We dispatch Monday – Thursday for next day delivery, although some postcodes are 48 hr delivery and delays sometimes happen, please be aware we do allow 48 hours for ALL deliveries via courier and we will not take responsibility for deliveries refused within this time, Our temperature controlled boxes will keep the food frozen and partially thawed food can be refrozen. Shop stock is delivered Tuesady – Friday unless you have requested it to be put in with Frozen goods. When there is a bank holiday there will be no courier delivery on Tuesday of that week. CUT OFF WILL BE THE SAME SUNDAY 10AM FOR DELIVERY ON WEDNESDAY
The Minimum Order for courier is set at 7kg, smaller amounts will quickly defrost and we want our food to reach you in the best possible condition. The checkout will only process your order when you have ordered this (7kg) amount of raw food.
We have 2 DPD courier contracts one is specifically for delivering perishable goods, i.e raw and one is for shop stock. A sticker is placed on the perishable goods box so that your driver knows they must leave the box(es) in a safe place and not take them back to the delivery hub.
Please note that once dispatched you cannot re-arrange a delivery date for next day, or to another address, or change delivery instructions as this could delay the box by one day, and it is DPD’s policy to destroy the box if not delivered in 48hrs, we will not be held responsible if this does happen.
Please add any delivery instructions for courier in comments box right at the end of checkout. such as: a safe place location
Occasionally, we may have to make substitutions to your order. We aim to substitute with proteins already ordered (or whole game for whole game) if you have any intolerances, or would prefer a refund instead of a substitution – please state this in the comments box at the end of checkout. We cannot offer a refund if this is not noted.
Once an order has been placed it cannot be added to or changed.
Any changes to delivery the day, after the order has been packed, could incur admin charges and any cancellations to orders once they have been packed can also incur an extra charge of £10 for admin and picking/packing cost
Collections information can be found on the page: COLLECTION SERVICE
Courier prices and delivery information can be found on the page : COURIER PRICES AND DELIVERY SCHEDULE
Higlands and Islands delivery information can be found on the page : HIGHLANDS AND ISLANDS DELIVERIES
Own van delivery information can be found on the page : OWN VAN DELIVERY INFORMATION AND CALENDAR
Pet Shop Items
Courier rate for shop stock only is £7, no minimum or maximum weight .
When ordering Shop stock, for courier delivery i.e. dehydrated treats or supplements you may be charged twice, as shop stock is not posted with perishable goods, i.e raw food.
If you want shop stock delivered with your Raw delivery and not seperate and there is enough room in your box, we can not accept any responsibility if your order defrosts quicker because you have non frozen items in your box ( which will compromise the temperature of the box).
If you order 20Kg of mince or in multiples of 20, that is a full box, if you order 16kg of chunks or in multiples of 16 that is a full box, so if you have ordered any shop item stock it will not fit in the box so may need to pay a separate delivery fee.
If there is room in the box for pet shop items and you would like them to go in the same box as the frozen items, please select the delivery option “combine shipping with frozen order”, which will deduct the shipping for shop stock.
If ordering just shop stock there is no destruct policy, if the box has not been delivered in 48 hrs.
Delays and Undelivered orders
We cannot take responsibility for any changes made to the delivery after dispatch or any errors in delivery address and postcode.
The only exception is in the case of a failed delivery due to an error on the part of The Dogs Butcher or DPD. A refund will only be issued in these circumstances.
We cannot replace or refund any orders which have been refused or been delivered within 48 hours – the food will be perfectly fine to feed.
You should allow at least 48 hrs for delivery and be aware that DPD will deliver between the hours of 8am and 6pm (this could be even earlier and later during busy periods).
If you are unable to be home for receipt of your delivery (we much prefer that you are) you must arrange for a safe place to leave your delivery and add this to the comments section, otherwise DPD will leave in a safe space at their discrection.
If the box is stolen while you are out we can not accept responsibilty. This means we will not offer any refunds or replacements. You can contact us however you would need to file a police report due to the box being stolen from your property.
If you have not received your order within 48 hours from dispatching your order, please contact us be email to firstname.lastname@example.org as soon as possible in order to resolve the matter. The time limit is within 72 hours of dispatch. Any claims after 72 hours cannot be processed.
For more information please read our Complaints Procedure and Terms and Conditions