Privacy Policy

Shropshire Raw (Pet Food) – Mainland UK Delivery Policy

At Shropshire Raw, we're dedicated to providing your beloved pets with the freshest, highest quality raw food, delivered conveniently to your door. Please read our delivery policy carefully to ensure a smooth and successful order.

*1. Delivery Areas*

We deliver to *mainland UK addresses only*. This excludes Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Isle of Wight, and the Channel Islands. If you are unsure whether your postcode falls within our mainland delivery area, please contact us before placing your order.

*2. Delivery Days & Times*

* *Order Cut-off:* Orders placed by *11:00 AM, Monday to Thursday*, will typically be dispatched for next-day delivery.

* *Dispatch Days:* We dispatch orders Monday to Thursday. Orders placed after 11:00 AM on Thursday, or anytime on Friday, Saturday, or Sunday, will be dispatched on the following Monday. This ensures your frozen goods spend minimal time in transit over weekends.

* *Delivery Schedule:* Deliveries are typically made between *8:00 AM and 6:00 PM, Tuesday to Friday*. We cannot guarantee specific delivery times within this window.

* *Bank Holidays:* Please note that deliveries will not be made on Bank Holidays. Orders that would normally be dispatched or delivered on a Bank Holiday will be processed on the next working day.

*3. Delivery Charges*

Our delivery charges are straightforward, designed to ensure the safe and timely arrival of your frozen pet food.

* *Free Delivery:* Orders with a total value of *£60 or more* qualify for FREE delivery.

* *Standard Delivery (Frozen Orders):* For all frozen orders under £60, a flat delivery fee of *£15.00* applies.

* *Non-Frozen Items Only:* If your order contains *only non-frozen items, a delivery fee of *£7.50** applies. (Please note: if your order contains both frozen and non-frozen items, the frozen delivery charge will apply).

*4. Minimum Order*

There is *no minimum order weight* for most products from Shropshire Raw.

*5. Packaging & Keeping Your Food Frozen*

Your raw pet food is packed in insulated boxes with ice packs to ensure it remains frozen (or at least very cold) during transit. While we aim for next-day delivery, our packaging is designed to keep the food in optimal condition for up to *48 hours (and in some cases up to 72 hours)*. It is safe to refreeze the food if it arrives cold to the touch.

*6. Receiving Your Delivery*

* *Temperature-Controlled Van:* For local Shropshire deliveries, we may use our own temperature-controlled van. For wider mainland UK deliveries, we partner with reputable couriers experienced in handling frozen goods.

* *Safe Place Instructions:* It is crucial that you provide a safe, shaded, and undercover location for your delivery in the "Notes" section at checkout, especially if you may not be home to receive it personally. Examples include a secure porch, shed, or neighbour.

* *Unattended Deliveries:* If no one is available to receive the delivery and a safe place has been specified, our driver (or courier) will leave the parcel in that location and take a photo as proof of delivery.

* *Responsibility for Unattended Deliveries:* Once delivered to the specified safe place, or to a place deemed safe by our driver/courier if no instructions are given, the responsibility for the goods transfers to you. We cannot be held responsible for spoilage or theft of products left unattended without clear, appropriate instructions.

* *Checking Your Order:* Please inspect your order upon arrival. Any issues with your delivery (e.g., damaged packaging, missing items, or thawed food that is warm to the touch) must be reported to us within *4 hours of delivery* with accompanying photographic evidence, so we can investigate and resolve the matter promptly.

*7. Failed Deliveries*

* If a delivery is attempted but cannot be completed due to incorrect address details provided by the customer, or if no safe place has been specified and no one is available to receive the delivery, and the parcel cannot be left securely, it may be returned to the depot.

* Redelivery attempts may incur additional charges. Due to the perishable nature of the products, we cannot guarantee the quality of the food after a failed delivery attempt where instructions were not clear or followed.

*8. Order Changes & Cancellations*

* If you need to change or cancel an order, please contact us as soon as possible.

* We can accommodate changes or cancellations up until 24hrs prior  to your scheduled dispatch day*. Once an order has been picked and packed for dispatch, we are unable to make changes or offer refunds.

*9. Contact Us*

If you have any questions about your delivery, our products, or require assistance, please do not hesitate to contact our friendly team:

Email: info@shropshireraw.co.uk

Thank you for choosing Shropshire Raw for your pet's nutritional needs! We look forward to delivering healthy goodness to your door.

We cannot accept the return or exchange of any products unless they are unfit for purpose or deemed unsafe in any way. If you have any problems with order, please feel free to contact us within 24 hours of your delivery. We will assess the problem and decide if a refund is to be considered.

All shortages, errors, and damages must be notified by email on the day of receipt. Photographic evidence must be provided.

Refund Policy and Cancellations

You can choose to cancel your order:

 you can do so by emailing sales.  Please use your order number as a reference and state the reason for cancelling the order.  You will be unable to cancel your order if it has already been dispatched.

All refunds are to be processed within 14 days of the request given. Please note that payments made by card (Stripe) will take 5 – 10 working days to complete the process.

Disclaimer: 

Shropshire Raw is a raw pet food retailer. All information contained on this website is based on opinion, experience and acquired knowledge. We are not veterinarians, and if you are concerned about your pet’s health, we advise that you seek professional veterinary advice. As a responsible pet owner, you accept the responsibility to make all decisions for your pet. We cannot be responsible for how you choose to feed or use any product we sell.