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 generally operate a dispatch schedule of 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.

Dispatch and delivery dates are estimates only and are not guaranteed. Whilst we aim to maintain our published dispatch schedule wherever possible, The Raw Pack Ltd reserves the right to amend, delay, suspend, or reschedule dispatches where reasonably necessary to protect product quality, manage operational requirements, or respond to circumstances outside of our control, including but not limited to adverse weather, staffing shortages, stock availability, courier capacity restrictions, public holidays, facility maintenance, or exceptionally high order volumes.

The Raw Pack Ltd shall not be liable for any losses, costs, inconvenience, or consequential losses arising from amended dispatch dates, delayed deliveries, or changes to published schedules where such changes are reasonably necessary for operational, safety, quality-control, or courier-related reasons.

During UK public holidays and bank holidays, our normal dispatch and delivery schedule may be adjusted. Courier collections and deliveries are often reduced, suspended, or subject to delays during these periods.

Where a scheduled dispatch day, delivery day, or local delivery route falls on or around a public holiday or bank holiday, orders may be dispatched or delivered on the next available working day. Processing times may also be extended due to increased courier volumes before and after holiday periods.

While we will always endeavour to minimise disruption and communicate any known changes in advance, delivery dates provided during holiday periods should be treated as estimates rather than guarantees.

Customers are encouraged to place orders well in advance of any public holiday or bank holiday to avoid disappointment. The Raw Pack Ltd cannot accept responsibility for delays caused by courier network closures, reduced services, increased parcel volumes, or other factors outside of our reasonable control during holiday periods.

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.

From time to time, we may need to adjust our normal dispatch schedule to maintain product quality, fulfil orders safely, or manage demand. This may result in orders being dispatched on alternative days, delayed, or held until the next suitable dispatch window. During periods of exceptionally high demand or where operational circumstances require, processing and dispatch times may be extended. We will always endeavour to minimise delays and dispatch orders as quickly as possible, but The Raw Pack Ltd reserves the right to vary its published dispatch schedule when reasonably necessary.

We also offer free local delivery to postcodes WR10, WR11 and WR12 on orders over £50. Local deliveries are normally made on Saturday mornings. Orders must be placed by 5pm on Friday to qualify for that week's delivery. Orders placed after this time will be allocated to the next available local delivery route.

Whilst we aim to maintain our usual Saturday delivery schedule, The Raw Pack Ltd reserves the right to amend, postpone, or reschedule local deliveries where reasonably necessary due to operational requirements, adverse weather conditions, exceptionally high demand, vehicle issues, staff availability, or other circumstances outside of our control.

During periods of warmer weather, or where we believe shipping conditions may compromise product quality, we may delay dispatch until a suitable shipping window becomes available. 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.

Due to the perishable nature of our frozen products, customers must not request delivery postponements, alternative delivery dates, parcel holds, safe-place arrangements, redirects, or other delivery changes directly with the courier once an order has been dispatched. Orders are shipped according to our published dispatch schedule and any operational adjustments that may be necessary to ensure product quality and safe delivery.

If a customer instructs the courier to delay, reschedule, redirect, hold, or otherwise alter the delivery after dispatch, The Raw Pack Ltd accepts no responsibility for any thawing, spoilage, damage, deterioration, or reduction in product quality that may result. Any claim for refunds, replacements, compensation, or product quality issues arising directly or indirectly from such customer-requested delivery changes will not be accepted.

By placing an order, customers acknowledge and accept responsibility for being available to receive and appropriately store their order on the scheduled delivery date.

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.

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 or changes to dispatch schedules outside of our control or reasonably necessary for operational reasons. These may include, but are not limited to, adverse weather conditions, public holidays, bank holidays, courier operational issues, network disruptions, industrial action, road closures, staffing shortages, stock availability issues, facility maintenance, or periods of exceptionally high order volumes. In such cases, we will always do our best to assist, but we cannot accept liability for delays to dispatch or delivery arising from these circumstances.

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.