Last updated: 25 March 2026

 

This Delivery Policy applies to all orders placed with THE RAW DOG, operated by RAW NUTRITION LTD (“we”, “us”, “our”), whether ordered through our website, Shopify checkout, WhatsApp, or direct contact.

By placing an order with us, you agree to the delivery terms set out below.

 

1. Delivery Overview

At The Raw Dog, we operate a structured delivery service to keep deliveries efficient, maintain product quality, and ensure fairness across all customer orders.

2. Delivery Schedule

We deliver on scheduled delivery days and will provide a 1-hour delivery window, along with updated estimated arrival times (ETA) on the day of delivery.

All delivery times are estimates and may vary due to:

• traffic conditions
• route changes
• weather
• delays
• or other operational factors outside of our control

3. Customer Availability

It is the customer’s responsibility to ensure that someone is available to receive the order during the allocated delivery time slot.

You must ensure that:

• your delivery address is correct
• your contact number is correct and available
• access to the property is possible
• someone is available to receive the order promptly

As our products are frozen/perishable, deliveries must be accepted promptly unless a safe place has been agreed in advance.

4. Waiting Time

We do not wait outside properties for extended periods.

If no one is available at the time of delivery:

• we may attempt to contact you using the details provided
• a short grace period may be allowed at our discretion
• we are not obliged to wait

Requests made at the time of delivery asking us to wait an additional 10–30 minutes, or similar delays, may not be accommodated and may result in a failed delivery.

5. Failed Delivery

A delivery will be classed as a failed delivery where completion is not possible due to any of the following:

• the customer is not present
• no one is available to receive the order
• we are unable to access the property
• the customer is not contactable
• the customer requests a delay beyond a reasonable timeframe
• incorrect or incomplete delivery details have been provided

Where delivery cannot be completed for any of the above reasons, this will be treated as a customer-side failed delivery.

6. Refunds for Failed Delivery

If payment has been made by bank transfer (BACS) and delivery cannot be completed due to customer unavailability or other customer-side reasons, a refund will be issued minus a £10 failed delivery fee.

Refund Terms:

• refunds are typically processed within 1–3 working days
• the £10 deduction reflects delivery time, fuel, routing, and handling costs
• your bank may take additional time to reflect the refund

This deduction applies regardless of whether the order originally qualified for free or reduced delivery.

7. Re-Delivery

Following a failed delivery, we reserve the right to either:

• re-arrange delivery for the next available delivery date, or
• cancel the order entirely

This decision is made at our sole discretion.

If re-delivery is offered:

• it will be scheduled for the next available delivery date

8. Repeated Failed Deliveries / Future Orders

If a re-arranged delivery fails again, we reserve the right to:

• cancel the order
• refuse re-delivery
• refuse future orders
• decline to supply further goods or services

Repeated failed deliveries may result in us choosing not to accept any future orders.

9. Safe Place Deliveries

If you request that your order is left in a safe place, this is done entirely at your own risk.

Once the order has been left in the location instructed by you, responsibility for the goods transfers to you.

We do not provide insulated packaging, thermal protection, or temperature-controlled storage when leaving orders in a safe place. It is your responsibility to ensure that the chosen location is suitable for storing frozen goods.

We accept no liability for any loss, damage, or product deterioration after the order has been left, including but not limited to:

• thawing or temperature change
• theft
• weather exposure
• delayed collection
• animal interference
• damage after drop-off

Safe place instructions must be provided and agreed prior to delivery or at the point of delivery.

10. Frozen Product Responsibility

All products supplied are frozen/perishable goods and must be stored appropriately as soon as possible after delivery.

It is the customer’s responsibility to ensure:

• prompt receipt of the order, or
• suitable pre-agreed safe place arrangements

We are not responsible for any product deterioration caused by delays in receiving, collecting, or storing the order after delivery has been completed in accordance with your instructions.

11. Delivery Information

Customers must provide accurate and complete delivery details, including:

• full address
• postcode
• contact number
• any relevant access instructions

Failure to provide correct delivery information may result in a failed delivery.

12. Right to Refuse, Postpone or Cancel Delivery

We reserve the right to refuse, postpone, or cancel delivery where necessary, including but not limited to:

• unsafe delivery conditions
• inability to safely access the property
• operational constraints
• abusive, inappropriate, or unreasonable behaviour
• circumstances outside of our control

Where delivery cannot be completed due to an issue on our side, we will arrange either:

• re-delivery, or
• a full refund where appropriate

13. Acceptance of Terms

By placing an order with The Raw Dog, you confirm that you have read, understood, and accepted this Delivery Policy.

14. Delivery Summary

For ease of reference:

• You must be available during your delivery slot unless pre arranged abscense
• We do not wait outside properties for extended periods
• Failed deliveries are refunded minus £10
• Refunds are typically processed within 1–3 working days
• Re-delivery may or may not be offered at our discretion
• If re-delivery fails again, we may refuse future orders
• Safe place deliveries are left entirely at your own risk

15. Important Notice

Due to the nature of frozen goods, we are unable to offer unlimited delivery attempts or prolonged waiting times.