Delivery Charges

We offer free delivery within the UK for parcels of 24 - 30kg. To see all other charges please add items to your basket and enter your postcode or address for a full delivery quote.

Delivery Methods

We offer a range of delivery services to suit local, national and international customers. Please note that the delivery times quoted are from point of dispatch and refer to working days i.e not bank holidays or weekends.

Local Customers

You can order and collect from our Lowestoft warehouse for free. Please note that you should always call us before travelling to double-check that we have the item ready for you to collect.

UK Mainland Delivery

For UK mainland we try to offer at least two courier options to allow for local preferences.

You can choose to have your item sent by a 1-3 day service, or a next day service. To check which couriers you can choose from and how much it will be please just add the items to your basket and use the shipping calculator to see the options.

Most couriers work on a 30kg bracket, so 2 x 12kg bags (plus a few treats!) will be the same delivery cost as 1 bag.

UK Highlands & Islands and International Customers

Customers within Europe but outside of mainland UK can add items to the basket to see the shipping options available. Customers outside of Europe are encouraged to get in touch before placing an order so we can check that shipping will not be a problem with your customs in your country, however you can still get a shipping quote in the meantime by adding items to your basket.

When will I receive my order?

Packing & Dispatch Time:

We aim to dispatch most orders within 2 working days, with most items being dispatched within 1 working day.

Delivery Time:

For UK orders, delivery usually takes 1-3 working days from date of dispatch, depending on the delivery option that you select - choosing a faster delivery method will not speed up dispatch time.

Delivery Service Information

If you need your item very urgently we always suggest you call or use our livechat service to check we can meet your expectations first.

We use a range of courier service providers for large or expensive items and Royal Mail services for smaller packets (usually items under 750g and worth less than £25). We frequently change our courier provider to ensure we get the best prices and can pass these savings onto our customers. We try to keep the website as up to date as possible, but if knowing the exact provider is important we suggest you contact us before placing your order.

It is good practice to check your parcel for any damage before signing for it from a courier. If your item arrives damaged please take a photo and email it to us along with a description so we can rectify the situation.

Returns

We hope you will be happy with your purchase from us and we welcome feedback, positive or negative, from our customers on our products and services.

Preventing Returns

Getting a product right first time means we can keep our costs down and offer you the best prices, it also saves you any hassle and effort in returning a product and waiting for a replacement. This is why we strongly encourage you to ask us questions about any food if you are unsure if it is suitable before you buy. We can advise you on specific issues before you buy. During office hours our livechat is a great way of getting in touch.

Returning an Item

Of course, if the item is not right when it arrives you can return it, please read all of the following carefully to explain the process.

In order to process any return we must first receive this request via e-mail. Please specify your order number and the reason for the return and await confirmation from us before sending it back.
If you are returning because you have changed your mind you may return your order up to 14 days from the date of delivery as long as the goods are in a re-saleable as-new condition and preferably with all of their original packaging remaining intact.
Bags of pet food or treats and supplement products may only be returned if completely unopened.
Please remember that customers have the statutory duty to take reasonable care of goods whilst in their possession and in return transit to us.
The customer is responsible for any return costs, unless the item in question is faulty, damaged or mis-described.
Under circumstances where the goods are faulty or mis-described we will meet all reasonable delivery costs for product returns.
Once a return has been accepted in accordance with the above conditions a refund will be processed within 30 days, usually sooner.
This returns policy does not affect your statutory rights.
Our returns policy meets the requirements of the distance selling regulations.