Important Information

You are confirming that you understand that all food sold and dispatched is only suitable for animal consumption, all meats that are stored here are CAT 3 meats. We advise that you have dedicated, bowls, dishes and utensil when handling raw meat. Wash your hands thoroughly after handling raw foods to prevent any cross contamination. If you would like any help or have any questions, contact us at sales@go-raw.co.uk.

Payments

Payments can be made using all major credit and debit card providers. Payments for deliveries must be completed at the point of order. If, however, you are placing an order for collection you are not required to pay until you are in-store.

Local delivery

Deliveries to South Wales are available using our own courier service. These will be delivered using a freezer van and we operate from Monday to Friday. For more information, please see our delivery schedule. All orders received for a local delivery will be placed on this schedule.

UK Mainland Delivery

We offer a 24-hour nationwide courier service to most UK mainland addresses via DPD logistics. This service dispatches orders from Monday to Thursday. We do not dispatch and orders on Fridays as there is no guaranteed 24-hour delivery service over the weekend for some mainland addresses.

If you are not able to personally receive your order please include specific delivery instructions to your order notes, as we will relay them to our courier service to reduce the chance of any delays. Due to the temperature-controlled delivery, we apply a ‘No signature required’ and ‘perishable goods’ labels to all of our consignments. Once your order has been dispatched you must not reschedule or postpone your delivery. The courier service will contact you with a delivery time slot by SMS message and/or Email. Once your package has been delivered our courier service will take a photograph of the parcel and confirm its status. At this point both Go Raw and the courier service have completed their duties. Go Raw will take no responsibility if your package is stolen, we advise that you report any incidents of theft to the police.

In the event of any out-of-stock items we can take up to 5 working days to dispatch your order. We will contact you regarding any issues or substitutions, we do not however preform any splitting of deliveries.

Over 99% of our orders are delivered next day but in the event of any courier delays please contact us directly as we can escalate any problems directly to the courier service.

DPD deliveries

In the event DPD either lose or damage your parcel we can send a replacement order to you. Unfortunately, Items that are either delayed on the route, held up in the depot or subsequently destroyed due to being perishable are no longer able claimed for under the new DPD contact. We are therefore unable to replace or refund these items.

Refreezing products

We do our upmost to make sure that your delivery arrives in the same condition it leaves our store. However, if the food has partially defrosted by the time, you are able to store it in the freezer, you can refreeze it safely as long the food is as the food is still at 4 degrees or below.

If a few packs have exceeded this temperature range it will keep in the fridge for 3 days or 4 days from frozen. We hold all of our meats at -18 degrees for at least 4 days before shipping. Go raw will not refund full or part orders if the food has partially defrosted in transit.

Returns and Complaints

We are unable to accept the return or exchange of any products unless that have been found to be unfit for purpose or deemed unsafe in anyway. If you have any problems with order, please feel free to contact us at sales@go-raw.co.uk within 24 hours of your delivery. We will access the problem and decide if a refund is to be considered.

All shortages, errors, and damages must be notified by email on the day of receipt. Photographic evidence must be provided.

Refund Policy and Cancellations

You can choose to cancel your order; you can do so by emailing sales@go-raw.co.uk. Please use your order number as a reference and state the reason for cancelling the order.  You will be unable to cancel your order if it has already been dispatched.

All refunds are to be processed within 14 days of the request given. Please note that payments made by card (Stripe) will take 5 – 10 working day to complete the process.

 

Disclaimer: Go Raw is a raw pet food retailer. All information contained on this website is based on opinion, experience and acquired knowledge. We are not veterinarians and if you are concern about your pet’s health, we advise that you seek professional veterinary advice. As a responsible pet owner, you accept the responsibility to make all decisions for your pet. We cannot be responsible for how you choose to feed or use any products sold by us.