Ordering FAQ's

How do I make a purchase?

We accept orders for delivery or collection online only and at our trade counter in Rumney, Cardiff. There may be a wait during busier times. We are currently operating a NO CONTACT Collection AND Delivery Service - please read all of the advice signposted inside, and outside of our shop when collecting.

Which payment methods are accepted?

We accept all major credit/debit cards for orders placed online. In store, we accept all major credit/debit cards, contactless card payments, Apple Pay, Android Pay and cash.

Can I pay on delivery or collection?

All orders must be paid for at the time of ordering. We do not accept payment on delivery or collection.

When will I receive my order?

NATIONWIDE COURIER DELIVERY:

Order by 11am Monday to Thursday for same day despatch. You'll receive your order the *following business day (*exclusions apply).

Order by 11am Friday for Saturday delivery.

*Exclusions: To some parts of Scotland, we only despatch on Monday, Tuesday and Wednesday with DPD. Some parts of Scotland, The Highlands, Northern Ireland and other Isles incur surcharges, and are also excluded from any next day delivery services. We have no control over these additional costs and they are imposed on various locations by each courier company.

FREEZER VAN DELIVERY:

Monday deliveries: order by 9am Sunday

Tuesday deliveries: order by 9am Monday

Wednesday deliveries: order by 9am Tuesday

Thursday deliveries: order by 9am Wednesday

Friday deliveries: order by 9am Thursday

COLLECTIONS:

Orders will be ready for collection at the date and time you choose, or on the next available collection time/slot. When choosing to collect, you are given the option of choosing the date and time for pick up. If you don't choose a date and time, it will default to the next available date and time. Your collection date and time is shown clearly in RED in your order confirmation email. Most popular collection times are during the first hour of opening. To avoid queuing for your collection, we advise choosing a later time.

For more information about deliveries, please see the Delivery FAQ’s

Can I make changes or cancel my order?

We are only able to make changes to your order if the amendments are received at least 2 days before despatch. You can cancel your order at any time, provided it has not left our premises. A restocking fee of 15% will be charged, if your order has been picked before cancellation. We only receive cancellations in writing - please email info@rawpetsupplies.co.uk

How far in advance can I order?

If you prefer to order in advance, please do so! Simply tell us in your order comments when you would like to receive your order and we’ll do exactly as you ask.

My pet doesn’t like the new product I bought, can I return or exchange?

Unfortunately, we do not refund or exchange products that have left our premises unless they are faulty or unfit for purpose.

Information on substitutions

On occasion, you may order an item that we later find to be out of stock. This can happen for a number of reasons. Examples of why this might happen are:

  • We might update our inventory with products on order with our suppliers, but on arrival, the delivery may be short/incorrect

  • Stock is sometimes spoilt (broken packaging etc) and deemed not fit for sale

  • Stock miscounted/human error

How do we approach substituting?

If you specify NO SUBSTITUTES we will not make any substitutions without contacting you first.

If you specify YES to substitutions and provide no further instructions, we use a common sense approach and follow these guidelines:

  • Substitute for same proteins wherever possible; or choose from other proteins included in your order

  • Substitute with same brand wherever possible

  • Where same brand doesn’t have a suitable substitute, we will choose same proteins from an alternative brand to the same or higher value

  • If, for any reason we are forced to substitute with a lower value product to achieve the closest match, we will always refund the difference.

  • Where we feel there is no suitable substitute, we will contact you by phone/email to discuss options.

  • If contact attempts fail, we will either a) omit to include a substitute and refund the difference or b) load substitutes onto our van and give the option to refuse on delivery (freezer van deliveries only – we cannot exchange unwanted substitutions for courier orders).