Where does The Raw Pack deliver to?
We currently deliver to UK mainland addresses only.
Unfortunately, we’re unable to ship to Northern Ireland, offshore islands, or international destinations due to the perishable nature of our products.
Does The Raw Pack offer free delivery?
Yes, we offer free nationwide delivery on all orders over £75 (UK mainland only excludes NI).
We also provide free local delivery on orders over £50 to postcodes WR10, WR11 and WR12. Free local deliveries are scheduled on Saturday mornings, and orders must be placed by 5pm on Friday.
How long does delivery take?
We dispatch nationwide orders on Mondays and Thursdays using a next-day service, meaning delivery is typically made on Tuesdays and Fridays. Orders must be placed by 5pm the day before dispatch.
Free local delivery is available on orders over £50, to post codes WR10, WR11 & WR12. Local deliveries are made every Saturday. This delivery option must be selected at checkout.
What happens if I’m not in when my order is delivered?
Our courier will always leave your parcel if it contains perishable goods, even if no one is in to receive it. Because of this, it’s important that you are aware of your delivery day and can retrieve and store the order as soon as possible.
By placing an order, you accept responsibility for ensuring your delivery is brought inside and stored promptly.
How does Repeat & Save work?
Repeat & Save is The Raw Pack's product subscription service.
Subscribe to individual products and choose a delivery schedule for each one.
Prefer everything in one delivery? Build a custom bundle and choose a single delivery frequency for your entire box. Mix and match meals, treats, and supplements, then save 5% every time your order rolls around.
You can manage, pause, or cancel your Repeat & Save subscriptions by logging into your account.
Can I cancel my Repeat & Save subscription order?
You can manage, pause, or cancel your Repeat & Save subscriptions by logging into your account.
How much does delivery cost?
Delivery costs are calculated at checkout, based on weight and type of products selected. The Raw Pack offers free delivery on nationwide orders over £75.
Free local delivery is also available in selected postcodes (WR10, WR11 & WR12) on orders over £50.
How do I track my order?
Once your order has been shipped, you’ll receive an email with your tracking details so you can follow your delivery in real time. You can also check the progress of your order anytime in your account.
If you need a hand, just get in touch.
How do you ship your raw food?
Our raw meals are delivered frozen using next day delivery and packed in insulated shipping boxes to help keep them cold during transit.
When your order arrives, place any raw meals straight into the freezer. When you're ready to serve, simply move the food to the fridge to defrost. Once thawed, keep refrigerated and use within the manufacturer's recommended timeframe.
It's normal for products to soften slightly during transit, especially in warmer weather. As long as they're still cool to the touch, they can be safely refrozen.
Can I change or cancel my order?
If you need to make changes or cancel your order, please contact us before 5pm on the day prior to dispatch.
While we will always do our best to accommodate requests, we cannot guarantee that changes or cancellations can be made once an order has been placed, particularly as we begin processing orders quickly, especially for perishable goods.
My order has arrived damaged
If your order arrives damaged or incorrect, please contact us on the day of delivery with your order number and any available photos. We’ll review the issue and resolve it as quickly as possible.
My order hasn’t arrived
If your order hasn’t arrived as expected, please check your tracking information first. If you’re still unsure, contact us with your order number and we’ll investigate for you.
Shipping & Returns Policy
At The Raw Pack Ltd, we take great care to ensure that your order arrives in the safest possible condition, particularly given the sensitive nature of frozen raw dog food. Our shipping and returns policies are designed to protect product quality, maintain hygiene standards, and provide clarity for our customers.
We operate a fixed dispatch schedule to ensure that all frozen goods spend the minimum amount of time in transit. Orders are dispatched on Mondays and Thursdays, using a next-day courier service for delivery on Tuesdays and Fridays. To be included in a dispatch run, orders must be placed by 5pm on the day before dispatch. Any orders received after this cut-off time will be processed for the next available dispatch day.
At present, we deliver to addresses within UK mainland only. Unfortunately, we are unable to ship to Northern Ireland, offshore islands, or international destinations due to the perishable nature of our products and courier limitations.
We also offer free local delivery to postcodes WR10, WR11 and WR12 on orders over £50, which takes place on Saturday mornings. Orders must be placed by 5pm on Friday to qualify for that week’s delivery. Orders placed after this time will roll over to the following Saturday.
During periods of warmer weather, we may delay dispatch where temperatures are too high to safely ship frozen goods. This is to minimise the risk of products thawing or spoiling in transit and to ensure that your order arrives in the best possible condition.
All frozen products are carefully packed using insulated materials and ice packs to maintain a low temperature throughout transit. While every effort is made to ensure goods arrive fully frozen, it is entirely normal for items to arrive partially defrosted. Provided the contents are still cold to the touch, this does not impact the safety or quality of the food. Products should be placed into a freezer immediately upon delivery. By placing an order, you accept responsibility for ensuring that someone is available to receive and appropriately store the delivery when it arrives.
Due to the perishable nature of our frozen raw food and natural treats, these items cannot be returned once dispatched. This aligns with UK consumer regulations, which exempt perishable goods from standard cancellation rights. If there is an issue with your order, you must contact us on the day of delivery, and we may request photographic evidence to resolve the matter.
For non-perishable products, including supplements, you must notify us within 14 days of receiving your order if you wish to return an item. You then have a further 14 days to return the goods. Items must be unused, unopened, and in their original packaging, and customers are responsible for return shipping unless the item is faulty or incorrect.
While we work with trusted courier partners, there may occasionally be delays outside of our control. In such cases, we will always do our best to assist, but we cannot accept liability for delays once an order has been dispatched.
These policies are in place to ensure that all customers receive safe, high-quality products while maintaining fairness and compliance with relevant regulations. By placing an order with The Raw Pack Ltd, you acknowledge and agree to these terms.