Payment: Payment can be made using all major credit/debit card providers . Payment must be made in full from the point of order. If payment is not made from the point of order then we hold the right to withdraw your order.
Credit/debit card details that are entered through the Stripe payment are not stored. We do not store any of your payment information.
Local Deliveries: Deliveries within South Wales are available on our own freezer van. Freezer van deliveries are scheduled – please check the delivery calendar for more information. Orders that come to us, will be dispatched on an allocated day. Please contact the store for confirmation when our local courier driver is in your area.
UK Mainland Delivery: Nationwide courier delivery is available to most UK mainland addresses. Nationwide courier deliveries are despatched Monday, Tuesday, Wednesday and Thursday only. More than 99% of orders are received the day after despatch, however the next day service is not available for some UK addresses – this will be made clear at checkout. We are unable to accept claims for the arrival of partially thawed goods. In the event that this happens – which is very rare – place goods in a freezer as soon as possible to avoid spoiling. It is quite safe to refreeze products, if required.
If you cannot be home to receive your order, you are able to include specific instructions of where to leave or a safe place/with a neighbour. Due to the nature of products being perishable, all consignments are sent on a “NO SIGNATURE REQUIRED” basis to avoid parcels being returned to the depot and the risk of further delays. Once your order has been dispatched, you MUST NOT reschedule/postpone your delivery due to the contents being PERISHABLE GOODS. If you would prefer despatch on a specific date, we are more than happy to do this if we are made aware when your order is placed. Once your order has been despatched, we are unable to change your delivery day and strongly advise against doing so. More than 99% of deliveries arrive the next day. Occasionally, an order will be delayed by the courier and re-scheduled for delivery the following day. If your consignment is delayed, please contact us so we are able to escalate your delayed delivery wherever possible. Any orders that come through to us are dispatched 24 hours after receiving the order. We only ship UK deliveries Monday- Thursday. Any orders received Friday-Sunday will be dispatched the following Monday. In the event of any out of stock items and/or courier issues we can take up to 5 working days to dispatch orders. We will however contact you in regards of any delays to our service.
Can Go-Raw Meals Be Refrozen?: We do our utmost to make sure your Go Raw food arrives frozen, However if the food has partially defrosted by the time you are ready to put it in the freezer, you can refreeze it safely as long as the food is still at 4c or below.
If a few packs have reached room temperature it will keep fresh in a fridge for 2-3 days or 4 days from frozen. We hold all our meals at -18c for at least 4 days before shipping.
Go Raw will not refund full or part orders if the food has partially defrosted in transit.
Hot To Store? How to store your pet’s food safely, when it arrives at your home, unpack the box and put straight in the freezer. You can then take one pack of food out and let it defrost in the fridge. We suggest in a Tupperware box. Store it in the fridge like you do with normal raw meat. It will last in your fridge for 4 days after being defrosted.
Shortages/Errors/Damaged Goods/Delayed Consignments: All shortages, errors and damages must be notified IN WRITING ON THE DAY of receipt. Photographic evidence must be provided, wherever possible.
We are unable to accept claims for any loss incurred as a direct, or indirect result of any delay in delivery times quoted.
Promotions and Discounts: We offer a range of discounts at Go-Raw in-store and online. Discount codes applied online can not be used in conjunction with any other discount. If a free delivery promotion is applied at the checkout then this cannot be used with any other discount, including for blue light and armed forces card holders. Discount codes given to a specific individual can not be used by any other party and must be used by the individual at which it was given, any orders will be cancelled if this is not the case.
Returns/Complaints: We are unable to accept the return or exchange of any product unless they are found to be unfit for purpose or deemed unsafe in any way. If you have a problem with any of your purchase, please contact us in writing to email@example.com with in 48 hours for a refund to be considered.
Refund Policy/Right to Cancel: You have the right to cancel your order at any time before your order has left our premises. Cancelling an order must be done in writing to firstname.lastname@example.org – we do not accept cancellation requests over the telephone. In order for your refund to be processed, please provide a reason for your cancellation in your email. Orders cancelled after an order has been picked/packed will incur a 15% restocking charge. Cancellation refunds will be processed within 28 days. Due to the nature of our products being perishable, they are excluded from your right to cancel within 14 days of receiving your order. Please bear this in mind when ordering.
Out Of Stock Items: In the unlikely event an item is out of stock after an order has been processed. We may distribute alternatives to the same or higher value than the original item. If you do not wish to receive alternatives then please state this in the comments section of the checkout.
Disclaimer: Go-Raw is a raw pet food retailer. All information contained on this website is based on opinion, experience and acquired knowledge. We do not claim to be experts in raw feeding, nor are we veterinarians. If you are concerned about any aspect of your pets health, we strongly advise you seek professional advice. We do not know everything about raw feeding your pet – every pet is unique. As a pet owner, you accept the responsibility to make the best decision for your own pet. We cannot be responsible for how you choose to feed any of the products sold by us. There is plenty of information publicly available about raw feeding. We suggest joining several social media groups and further reading/research in order to better form your own opinion about how to best approach raw feeding for your pet. Learning should never end. Please do your own research.