Delivery

Current Disruptions/Known Issues:

There are no current disruptions or known issues effecting delivery.

Saturday Delivery for 24-Hour Postcodes

We now offer Saturday delivery for 24-hour postcodes at no extra cost!

  • Orders placed after 12:00 (noon) on Thursday and before 12:00 (noon) on Friday will be delivered on Saturday.
  • This service does not apply to Trade deliveries.

For more details, see ‘Next Day Delivery’ below.
For Trade Delivery Schedules, refer to the section further down the page.

Next Day Delivery

Available on all orders placed before 12:00pm, Monday to Friday (excluding weekends and bank holidays).

  • Applies only to 24-hour postcodes.
  • See the delivery schedule table below for specific delivery dates.

General Delivery Schedule

Orders placed after 12:00pm on Fridays are dispatched on Monday (excluding bank holidays) and delivered Tuesday.

  • Orders with 48-hour postcodes placed after 12:00pm on Wednesdays will be dispatched Monday and delivered Wednesday.
  • Minimum order: 4kg of raw food.

Bulk Orders

  • For web orders over £250, contact us to discuss bulk order discounts.
  • Promo codes & coupons are not valid if you are part of a discounted group.

Delivery Costs

Checkout Value

Delivery Cost

Up to £50.00

£9.99

£50.00 to £74.99

£8.99

£75.00 to £99.99

£7.99

£100+

Free

Packing Weights Explained

DPD charges are based on the size and number of boxes rather than just weight. Some products have a higher packing weight than actual weight due to space requirements.

  • Paleo Plus, Classics (500g), Essentials, DIY (500g packs & bagged products) → 500g packs = 666g packing weight
  • Supplements & non-food items → Higher packing weight than actual weight

48-Hour Postcodes & Exclusions

Next-day delivery applies to all UK postcodes except the following, which are 48-hour delivery areas:

  • AB31-56, FK17-21, IV1-36, KW0-14, PA20-40, PH15-40, TD1-15

We do not deliver to:

  • Northern Ireland, Republic of Ireland, Scottish Islands
  • HS1-9, PH41-44, PA41-78, KW15-17, KA27-28, ZE (all), TR21-25, IV41-50, IV51, IV55, IV56, Channel Islands

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 dispatch day.

Eco-Friendly Packaging

All orders are delivered in WoolCool insulated boxes, designed to keep your order frozen for 48 hours.

Box Capacities:

  • Large WoolCool Box → Holds 24 x 1kg packs or 36 x 500g packs (Max weight: 24kg)
  • Small WoolCool Box → Holds 16 x 1kg packs or 24 x 500g packs (Max weight: 16kg)

To minimise packaging, please order in the above quantities or multiples of them.

WoolCool Returns – Earn Loyalty Points!

We offer a free return service for WoolCool liners. Return 12 clean and undamaged liners to receive 3 loyalty points per strip.

How to return:

  1. Save 12 clean WoolCool strips.
  2. Fold or roll them into one box.
  3. Include a note with your name and address.
  4. Log in to your account, go to ‘Reward Points’, and select ‘WoolCool Returns’.
  5. Follow the steps to arrange free collection.
  6. You will receive confirmation by email.

Important:

  • We require a minimum of 12 strips per box.
  • Damaged strips, missing details, or non-account holders will not receive loyalty points.
  • This service does not apply to Trade Accounts.

Trade Delivery Schedule

  • Free delivery for Trade orders over £150 RRP.
  • Orders under 270kg are delivered via DPD (delivery between 8am - 8pm).
  • Orders over 270kg are palletised and delivered via Langdons refrigerated trucks within 5 working days.
Important Trade Notes:

DPD deliver between 8am to 8pm.

DPD will notify retailers of an estimated delivery time (usually an hour slot). Please note, these delivery times are outside of our control and dictated solely by DPD and may fall outside of your opening hours.

Please do not amend your delivery with DPD - this can lead to items defrosting due to being held on a van all day/overnight as DPD do not have refrigerated storage on site or in their vans.

As per our terms and conditions, should you change your delivery date directly with DPD, we will not be liable for any goods that arrive in a less than frozen state. 

Delivery Terms & Conditions

While we aim for next-day delivery, courier delays may occur, extending delivery to 48 hours.

Key Points

  • Couriers will leave parcels without a signature (e.g., garden, porch, doorstep).
  • If you do not have a safe place, ensure someone is available to accept the delivery.
  • Missing parcels should be reported to local police if theft is suspected.

Please refer to the information above for delivery days, times, and rates. While we aim to deliver on time, occasional delays may occur without prior notice. In some cases, couriers may deliver your parcel within 48 hours instead of 24 hours, which is beyond our control. As a result, next-day delivery is not guaranteed.

We do not track orders and are unable to provide updates on courier delays. Orders that are delayed to 48 hours will not be refunded or replaced if they are rejected upon delivery. However, our WoolCool packaging keeps orders frozen for up to 48 hours to maintain product quality.

Rejected Deliveries

If you reject an order at the point of delivery, we will not be liable unless:

  • You provide clear photos of all items within 12 hours of attempted delivery.
  • We review the evidence and deem it sufficient to support your claim.

Delivery Without Signature & Responsibility

Our couriers do not require a signature and will leave parcels in a safe place (e.g., garden, porch, or doorstep) to prevent them from being returned to the depot. If you do not want your parcel left unattended, please ensure someone is available to receive it.

We do not accept liability for:

  • Missing parcels that couriers have confirmed as delivered via GPS tracking.
  • Theft from your property—if you suspect theft, please report it to your local police.
  • Incorrect address details—if an incorrect or incomplete address is provided, or if the courier cannot find your location, we will not refund or replace the order.
  • Customer-requested delivery changes—any modifications made directly with the courier (e.g. changing the delivery date or address) are beyond our control, and we will not be held responsible for any resulting issues.

If you cannot accommodate a potential 48-hour delay, please do not select next-day delivery.

Leaving Delivery Instructions

Due to an automated courier system, we are unable to manually add delivery instructions to your parcel. If you need to leave specific instructions, please:

  • Use the DPD app to communicate directly with the courier.
  • Leave a physical note at your address (these are followed at the driver’s discretion).

Courier drivers are only required to leave the parcel within your property’s boundaries if no one is available to receive it.

Full Terms and Conditions

Stock Availability & Substitutions

While we strive to keep all products in stock, occasional shortages may occur. Our policy is to contact you and request a substitution of your choice. If we cannot contact you we will substitute the out-of-stock items with a similar product or species.

For those with subscription orders, you will receive an automatic email notifying you of the out of stock items. You have the option to swap the out of stock items with something else, this is your responsibility. This can be managed via your account.