Shipping policy
By placing an order with Raw To Your Door Ltd you agree to the terms set out below. Please read this page in full before ordering — raw food is a perishable product and the way it travels is different to ordinary parcels.
Local Delivery
Local orders are delivered by our own drivers in our own Freezer vehicles, 6 days a week, including Saturdays. We deliver Next day delivery on all Local orders, you will receive an estimated delivery window by email or SMS once your order is confirmed, On the morning of delivery when the driver leaves you will receive a SMS message with a ETA window and a link you can keep track of the driver ensuring you don't miss your delivery.
Local delivery charges
| Zone | Postcodes | Charge |
|---|---|---|
| Zone 1 | L14, L28, L36 | FREE |
| Zone 2 | L12, L25, L27, L34, L35 | £2.99 |
| Zone 3 | L10, L11, L13, L15, L16, L18, L19, L24, L26, L32, L33, WA8 | £3.99 |
| Zones 4 & 5 | L1–L9, L17, L20, L21, L22, L23, L29, L30, L31, L42, WA9, WA10, WA11 | £4.99 |
Minimum order for local delivery is £25. You will not be able to complete checkout below this amount.
Postcodes outside the zones listed above are served by our nationwide DPD service — see below.
If you are not at home
You do not need to be in. If you will be out, please leave clear instructions at checkout telling our driver where to leave your order — a shed, garage, porch, or with a named neighbour.
Our drivers carry insulated boxes and will do their best to protect your order, but once it has been left in the place you have specified, responsibility for the goods passes to you. If no safe place has been given and we cannot deliver, we will attempt to contact you; where we cannot, your order may be returned to our unit and a redelivery charge may apply.
Collection
You are welcome to collect from our Huyton unit. Orders must be collected within 7 days. Uncollected orders may be refunded and returned to stock at our discretion.
Nationwide Delivery
Nationwide orders are sent with DPD on a fully tracked service, with email and text notifications, live driver tracking and a one-hour delivery window.
Nationwide delivery charges
Delivery is charged by the weight of your order, because heavier orders need more boxes to keep everything frozen in transit.
| Order weight | Tuesday–Friday | Saturday |
|---|---|---|
| Up to 8kg | £9.95 | £10.95 |
| 8kg – 27kg | £7.95 | £9.95 |
| 27kg – 54kg (two boxes) | £12.95 | £14.95 |
| 54kg – 75kg (three boxes) | £17.95 | Not available |
Orders under 8kg carry a slightly higher charge, as smaller parcels cost more per kilo to send and still need the same insulated packaging. Ordering a little more usually works out cheaper overall.
Delivery days
We deliver nationwide Tuesday to Saturday. We do not offer Sunday or Monday delivery.
- Order before 12:00 noon Monday to Thursday for delivery the next working day.
- Order before 12:00 noon Friday and select Saturday delivery at checkout.
- Orders placed after 12:00 noon Friday, or at any time on Saturday and Sunday, are dispatched Monday for delivery on Tuesday.
- Delivery times are estimates and are not guaranteed.
- Bank holidays and periods of hot weather may cause delays. These are outside our control.
- Where an order is sent in more than one box, the boxes may arrive separately, by different drivers, and occasionally on different days.
Order size
We strongly recommend ordering 15kg or more of frozen food. A fuller box holds its temperature far better in transit, particularly in warm weather. Smaller frozen orders are more likely to arrive partially defrosted.
Areas we do not deliver to
Because of courier surcharges and extended transit times, we are unable to send frozen orders to the following. If you place an order to one of these areas we will contact you and refund in full.
- Scottish Highlands and anywhere north of Glasgow
- Scottish Islands, including the Hebrides, Orkney and Shetland
- Isle of Man, Isle of Wight and the Isles of Scilly
- Northern Ireland, the Republic of Ireland and the Channel Islands
Frozen Goods and Condition on Arrival
How your order is packed
Your food leaves us frozen. It is packed in double-walled cardboard cartons with wool thermal liners and ice packs, designed to hold a safe temperature for up to 72 hours from dispatch. Our packaging is recyclable, and the wool liners can be reused or returned for recycling.
Partly defrosted food — please read
Raw food is not sent in a refrigerated vehicle Nationwide. It is normal and expected for some or all of your order to arrive partially defrosted or soft to the touch.
If the food is still cold to the touch, it is perfectly safe to put straight back in your freezer. If you are unsure, place the back of your hand against the pack — if it feels cold, refreeze it.
If any item has fully defrosted to room temperature, do not refreeze it. Keep it in the fridge and feed within 3 days. It should always smell fresh.
Food that arrives cold but soft, and was delivered within the expected timeframe, is not classed as faulty and does not qualify for a refund or replacement.
If you reschedule your delivery
Please do not contact DPD to delay, redirect or reschedule your delivery.
Raw food is perishable and every extra day in the courier network increases the risk of spoilage. If you change the delivery arrangements directly with the courier after dispatch, we accept no responsibility for goods arriving defrosted or spoiled, and no refund or replacement will be issued.
Safe Place, Missed Deliveries and Address Details
Safe place
If you are not going to be home, it is your responsibility to arrange a safe place. For nationwide orders this must be arranged directly with DPD using the tracking link you receive, or added in the delivery notes at checkout.
- Because the goods are perishable, parcels may be left without a signature.
- Once a parcel has been left in your nominated safe place, responsibility passes to you.
- We cannot accept responsibility for theft from a doorstep or safe place.
- Missed deliveries where no safe place was arranged are not eligible for a refund or replacement, and redelivery charges are not covered by us.
Your address details
You are responsible for making sure your delivery address and contact details are correct and complete, including house number or name, street, postcode and a working mobile number.
Our system cannot always detect an incomplete or incorrect address. We accept no responsibility for parcels lost, delayed or misdelivered because of incorrect details supplied at checkout. Once an order has been processed we cannot guarantee that changes can be made.
If Something Is Wrong With Your Order
Telling us about a problem
Please check your order as soon as it arrives and contact us within 24 hours of delivery if there is a problem. We cannot investigate claims made after this window, as we have no way of knowing how the food has been stored in the meantime.
Please email us with the following:
- Your order number
- Clear photographs of the goods, the packaging and the ice packs as they arrived
- A short video where possible, particularly for temperature complaints
- A description of the problem
Complaints sent by social media or live chat may take longer to reach the right person.
Returns
Once frozen food has left our premises it cannot be taken back into stock. This is a food safety requirement and applies to all raw pet food businesses, not just ours.
Where goods are genuinely faulty, incorrectly supplied, or arrive fully defrosted and warm, we will replace the item or refund you. Faulty goods are destroyed rather than returned to stock.
We cannot refund food that has already been fed or thrown away without evidence.
Cancellations
Because raw food is perishable, orders cannot be cancelled once they have been picked and packed. If you need to change or cancel an order, contact us as soon as possible and we will help where we can.
Contact Us
Raw To Your Door
Unit 5 Wilson Road, Liverpool L36 6AF, United Kingdom
Phone: 0151 272 0231
Email: info@rawtoyourdoor.uk
