Paleo Ridge Deliveries - All You Need to Know

Welcome to the wonderful world of Paleo Ridge deliveries! We’re thrilled to bring our premium raw dog food right to your doorstep, ensuring your furry friend enjoys the healthiest and tastiest meals. Whether you’re a seasoned Paleo Ridge customer or a curious newbie, here’s everything you need to know about our delivery service.

We partner with DPD, one of the UK’s most trusted couriers, to ensure your orders arrive swiftly and safely. Known for their reliable service and precise tracking, DPD helps us maintain our promise of excellence from our factory to your home.

DPD deliver a record number of parcels with a whopping 98% of parcels being delivered with no issues.

We use eco-friendly Woolcool Insulation, trusted to keep food frozen for 48 hours as the DPD vans are not refrigerated. We also offer a next-day delivery service to ensure food arrives safe and frozen.. We also offer a next-day delivery service to ensure food arrives safe and frozen.

If you receive a DPD notification offering to 'rearrange delivery' please DO NOT do this. This is a standard automated message from DPD but does not have a good track record with frozen deliveries as they have no refrigerated or frozen storage to keep your order overnight. If you change the delivery date, we have no control over how the order is stored so if any issues arise, we will not be liable for the order.

Although we offer a 24-hour delivery service, ourselves and DPD are contracted to deliver within 48-hours. What does this mean? Well, sometimes delays can happen which can't be helped causing DPD to deliver your parcel a day later. Our packaging should keep food frozen for this time so please ensure you accept the order if it arrives one day late.

Please do not reject the order without checking it first, we don't want the order to be wasted unnecessarily. We recommend to check the contents on receipt of your order and follow the steps below in relation to raising issues with deliveries.

At Paleo Ridge, we offer a quick and dependable service to ensure your dog's favourite meals arrive safe and frozen. We have two postcode areas:

• 24-Hour Postcodes (delivered next day when ordered before midday)
• 48-Hour Postcodes (delivered in two days, when ordered before midday)

The following postcodes are 48-hour deliveries ( two working days):

AB31-56, FK17-21, IV1-36, KW0-14, PA20-40, PH15-40, TD1-15, Channel Islands.

For those in our 24-hour postcode area, you will receive your order the next day if you order before midday. Any orders placed after midday will be delivered the day after. We provide deliveries every day apart from Sundays and Mondays. Any orders places after midday on a Friday, will be despatched on the following Monday.

For those in our 48-hour postcode areas, please note we only offer deliveries on Wednesdays or Fridays.

Due to our orders being processed so swiftly, we are unable to change orders or add additional items once your order is placed. We are also unable to change delivery days. Please make sure you order on the correct day for your required despatch day.

In the event of delivery delays or changes to the standard delivery schedule (Bank Holidays, Christmas etc.), you can find the updates on our Delivery Information Page.

As much as we would love to ship our premium raw dog food to ever corner of the globe, we do currently have some restrictions.

We are not able to ship to these postcodes or Northern Ireland, the Republic of Ireland or Scottish Islands.

HS1-9, PH41-44, PA41 -78, KW15-17, KA27-28, ZE (all), TR21-25, IV41-50, IV51, IV55, IV56

We are also unable to ship outside of the UK currently however, we would love to in the future!

At Paleo Ridge, we strive to ensure that every order of raw dog food arrives at your doorstep in perfect condition. However, we understand that occasionally, issues can arise during delivery. To make the resolution process smooth and efficient, please follow these guidelines if you encounter any problems with your delivery.

• Any issues must be reported to us within 12-hours of delivery. This helps us to address and resolve the problem promptly.
• Please report all issues to our dedicated email: info@paleoridge.co.uk.
• Include your order number in all communications. This allows us to quickly locate your order details and provide the necessary assistance.

Damaged Orders

If you receive a damaged order, we need the following:

• Supporting Photos: Provide clear photos of the damaged items. This helps us assess the extent of the damage and determine the best course of action.

Defrosted Items

If your items arrive defrosted, please provide:

• Supporting Photos: Take photos showing how the food arrived, including the packaging and the condition of the items.
• List of Unsalvageable Products: Provide a detailed list of the products that cannot be salvaged due to defrosting.

Missing Items

If your order is missing items, we require:

• Name of Missing Items: Clearly list the names of the items that were not included in your delivery.
• Packing Slip: Email a copy of the packing slip you received with your order. This slip contains a signature which allows us to address the person who packed your box.

• We cannot replace or refund items without the required information and supporting photos.
• Ensure that all the details are accurate and submitted within 12-hours of delivery.

For any issues with your delivery, please email us at info@paleoridge.co.uk. Our team is here to help and will work diligently to resolve any problems you may encounter.

At Paleo Ridge, we are committed to providing the highest quality products and customer service. Thank you for your understanding and cooperation.