How do I track my order?

Please check that you have received an order confirmation e-mail from us. Add us to your safe e-mail list if it has gone into your spam folder. If you have not received an order confirmation e-mail or if payment has not been taken then please let us know. This usually only happens if the browser window was closed prematurely.

Once your order has been dispatched you should receive tracking information from the courier via e-mail or text message.

DPD orders can be tracked at http://www.dpd.co.uk/ or by calling 0121 275 0500. The below in-transit options are available via the DPD website or using the DPD App.

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Have the parcel left in a specified safe place

• Collect the parcel from your local DPD Pickup Shop
• Upgrade delivery to before 10:30, before 12, afternoon or a Saturday or Sunday (at additional cost)

DHL (formerly UKMail) orders can be tracked at https://www.dhlparcel.co.uk/ or by calling their automated tracking line on 024 7693 7770. Select the Customer Reference option, type in your order number and post code. To speak with a UKMail Customer Services please call 024 7771 1915. The below in-transit options are available via the UKMail website:

• Select an alternative delivery date

• Opt for delivery to a nominated neighbour

• Have the parcel left in a specified safe place
• Collect the parcel from the DHL depot

Yodel orders can be tracked at http://www.yodel.co.uk/ or by calling 0844 755 0117

In the meantime if your order has not arrived you may call, email or live-chat with us to get an update on your parcel. Please provide your full name and order number if possible when contacting us.

We aim to get all parcels to customers and their pets asap. We always advise ordering food at least 5 working days before your current stock runs out. This allows for any problems with delivery and prevents any stress on you or your pet.

Further Tracking Advice

Tracking numbers starting 97830 can be tracked at https://www.dpd.ie (all Irish and EU orders)

Tracking numbers starting CARGB can be tracked at https://track.wearecaribou.com/

Tracking numbers starting JD000 can be tracked at https://www.yodel.co.uk/track/

Tracking numbers starting PZ2487 can be tracked at https://www.royalmail.com/

Tracking numbers starting 4174947 can be tracked at https://www.dhlparcel.co.uk/

Tracking numbers starting 3754, 3854, or 1550 can be tracked at https://www.dpd.co.uk/

Tracking numbers starting S- can be tracked at https://track.dpd.co.uk/search?reference=S123456&postcode=AB12%203CD (replacing the 123456 with the reference provided and AB12 3CD with your post code - make sure you keep the %20 in the middle of the postcode)

Warehouse Collections

Isle of Man collection info: https://support.wholeprey.com/hc/en-us/articles/360003951938-Click-Collect-from-our-Isle-of-Man-warehouse-turn-left-at-end-of-Ballacottier-Crescent- 

Lowestoft collection info: https://support.wholeprey.com/hc/en-us/articles/360003952118-Click-Collect-from-our-Lowestoft-Warehouse