We dispatch all orders in good faith using the service that you select at checkout. We can't guarantee exactly when you will receive your order as that is down to the delivery courier. 99.9% of orders are delivered on time and in good condition. On rare occasions, issues can and do occur though. You should question any brand that tells you otherwise. With over 23,000 customers we've seen it all - snow, drones, traffic, breakdowns, damage, rough seas, theft etc. The important thing is how we respond when these rares issues occur.
- If we are unable to dispatch your order by our 2pm same-day dispatch expectation or if your parcel is delayed in transit then will, upon request, refund the difference between premium and economy delivery, if you have paid extra, and offer 5% off goods on your next order for prolonged delays
- If your parcel is lost in transit then we will arrange for it to be returned to sender if found and dispatch a replacement to you
- If you have run out of food then we recommend feeding raw/cooked meat and veg in the meantime or cancelling your order and buying from your nearest stockist