Delivery FAQ's

Please be aware that courier delays are inevitable at busy times. We cannot replace or refund orders that are refused without being inspected. Delays of 1-2 days in transit is unlikely to result in an order being completely thawed. Our packaging will keep the majority of orders frozen during unexpected delays in transit. You are accepting this as part of our Terms & Conditions when you place an order.

How will my order be delivered?

We offer delivery within a 150 mile radius of Cardiff on our own freezer van. For freezer van zones, please check the delivery map. Click map to zoom in for more postcode detail.

Please note - freezer van deliveries commence from 5.15am. Delivery times are dependent on best route/fuel efficiency. Deliveries scheduled before 7am will be left without disturbing, unless we're instructed otherwise.

For almost everywhere else, we offer nationwide delivery by courier for customers outside of our van delivery zones - or those needing an order in between our scheduled delivery dates.

How much does courier delivery cost?

Courier deliveries cost from £6.00 for up to 7kg (approx 15 x 454g packs of minced meat). Costs will then increase with the total weight ordered. As a general guide, up to 15kg (approx 28 x 454g packs of minced meat) will cost £8.00, up to 30kg (approx 60 x 454g packs of minced meat) will cost £10.00, up to 45kg (approx 90 x 454g packs of minced meat) will cost £15.00, up to 60kg (approx 120 x 454g packs of minced meat) will cost £18.00 and so on.

Weights are calculated volumetrically, and also include packaging. For example, a 3kg pack of bones will take up more of your volumetric allowance than 3kg of minced meat.

When will I receive my order?

Freezer van deliveries are delivered according to our delivery schedule for each route. Check our route colour codes to find which route you are included on, then find delivery dates for each route colour on our delivery calendar. Click to zoom for more detail.

Orders for delivery on our scheduled routes must be received at least 2 days before delivery. We are unable to include late orders once the route has been planned.

Courier orders are shipped the same day - if we receive by 10am on a our "despatch days" (please note that our "despatch days" for courier are Monday to Thursday ONLY). Orders placed by phone or email will be despatched 2-5 working days after payment is made. For example: Online orders received up to midnight on a Monday will usually be despatched on Tuesday and then delivered on Wednesday. Online orders received up to midnight on a Friday will usually be despatched on the following Monday. Please note at busy times, there may be a delay of 1-2 days over our usual despatch times. Busy times can be every Monday and Tuesday (more so on Bank Holiday weeks).

In the run up to Christmas, we halt despatches earlier in December than most companies to prevent your order being caught up in the Christmas rush of online deliveries - please plan ahead to avoid disappointment.

 

Important information about courier deliveries to SCOTLAND: Please note we only despatch orders to SCOTLAND on Mondays and Tuesdays. For your order to be despatched on Monday - we need to receive by 10am on Monday. For orders to be despatched on Tuesday - we need to receive by 10am on Tuesday. Orders received for despatch to Scotland after 10am on Tuesdays and up to 10am Monday each week will be despatched on the Monday - please bear this in mind when ordering.

We reserve the right to hold despatches during exceptionally warm weather, or if we are aware that our courier is having issues that need time to resolve. We also reserve the right to hold your order and despatch 1-2 days after any Bank Holiday.

How will my order be packaged and will it arrive frozen?

Our scheduled freezer van deliveries are packed into regular cardboard boxes and taped closed - we do not use insulated boxes for these orders because our van is refrigerated. From the time we load orders on to our van, the temperature is set to -18 degrees. Your order will be delivered fully frozen. If you cannot be home on delivery day, please provide an appropriate safe and shady place for our driver to leave your order - especially in warm or wet weather. We cannot be held responsible for loss or damage after your order has been delivered. The day before delivery, we provide an estimated time of arrival for your delivery day. Our driver will also send a text message to confirm your order has been delivered, if no one is at home. Please make sure we have your correct email address and mobile telephone number to ensure we can provide you with our full service.

Courier deliveries are packed into insulated boxes with a double walled cardboard outer. Our packaging has been tested and is capable of keeping goods frozen 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 some defrosting has occurred on arrival. Please place goods into your freezer as soon as possible to avoid spoiling.

Can I request a preferred delivery time?

For scheduled freezer van deliveries, you can make a request and we will always try our best to accommodate - BUT with an average of 25 drops per route - our priority is fuel economy/carbon footprint reduction and maintaining a safe length of driving time for our drivers. For these reasons, preferred delivery times are not always possible, and are never promised.

For one box courier deliveries; you are able to receive your order by 12noon for a small extra charge of only £2.50.

Do I have to be at home to receive my delivery?

Our own drivers will leave your order in a designated safe place; if you have one - or with a neighbour, if you prefer. Please give us clear instructions if you cannot be at home on delivery day. Our own drivers will also send a text message to your mobile number to confirm your order has been delivered.

For courier deliveries, no signature is required and can be left in your specified safe place; if you have one - or with a neighbour if you prefer. Please give clear instructions that can be included with your consignment. Space for delivery instructions is limited to 25 characters on the Parcelforce system - please bear this in mind.

My delivery time slot has passed and I've not received my order. What should I do?

For freezer van deliveries, please allow 1-2 hours before worrying in case of adverse traffic/weather conditions. If your delivery is more than 2 hours late, please call us on (029) 20364029 or email us at info@rawpetsupplies.co.uk

For courier deliveries, please use the tracking number provided to track the progress of your order in case of any problems or delays. You can track the progress of your delivery here. If your delivery has been flagged with any problems/delays, please call us on (029) 20364029 so we are able to chase and help resolve for you. If your delivery is showing as "Out For Delivery", please be patient and give our courier a little more time to deliver.

My courier delivery is showing as delayed until tomorrow – will it be defrosted/safe to use?

As stated above, our packaging is designed to keep goods frozen for up to 48 hours. For more than 99% of delayed deliveries, goods are received still mostly frozen and suitable for re-freezing/feeding. If you have any doubts, please contact us to discuss the condition of your consignment on receipt. We cannot accept claims for refund or replacement if the contents have not been inspected or if a delivery has been refused without our prior agreement.

Can I reschedule my delivery/choose which date I would like to receive?

Due to the nature of goods being perishable, we do not advise rescheduling courier deliveries and cannot be held responsible for deliveries rescheduled for a later delivery day/time once they have been collected from us by Parcelforce.

If you wish to receive your order on a specific date, please instruct us to do so at the time you place your order. Once an order has been despatched by us, we are unable to change the delivery date.

© 2013 Raw Pet Supplies Ltd. All Rights Reserved.
Units 18/19 Wentloog Buildings, Cardiff. CF3 1YA
Company Registration Number: 087 046 38
VAT Registration Number: GB 187690554

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