Ordering FAQ's

How do I make a purchase?

We accept orders for delivery or collection online, by telephone or email. We also have a physical shop to browse before buying. Our shop is open Wednesday to Sunday. Our opening hours can be found here

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?

This will depend on you choosing delivery or collection.

Orders are ready for collection 24 hours after ordering. We are not able to offer same day collections, however our shop is open every Wednesday to Sunday to pick and choose whatever you need for yourself.

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.

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).

© 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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