FAQs.

Log in to your account. Select Payment Methods from your dashboard menu — from here you can add, remove, or update your payment options at any time. Click Add Payment Method to enter new card details. Enter your card details and click Add Payment Method button.

Log in to your account. Select My Addresses from your dashboard menu — here you can edit an existing address or add a new one and remove the old. Click Edit Address underneath the information you want to change or Add New Address button. Fill out the fields. Save Address when done.

If you have an active subscription, you’ll also need to update your address there separately: Go to My Subscriptions > Manage Subscription. Update your delivery address and click Update Subscription Details to save your changes.

Log in to your account. From your account dashboard menu select My Rewards. If you have points ready to redeem, these will appear in the Unlockable Rewards section. Click the arrow to expand, then hit Unlock — your unique coupon code will appear at the top of the page. Copy the code and apply it at checkout, or follow the steps below for subscriptions.

Applying your code to a subscription: Go to My Subscriptions > Manage Subscription > Apply Coupon and paste your code. It will apply automatically on your next renewal — just make sure you add it at least 24 hours before your renewal/payment date.

No, you don’t need to create an account to place an order with ProDog you can checkout as a guest. However, doing so allows you to create subscriptions, save your delivery address, store payment methods, and earn rewards points on every purchase. Creating an account only takes a minute at checkout.

When placing your order, you'll be asked to select a preferred delivery date. We do our best to deliver on your selected date.

Standard UK areas (most UK mainland addresses) We aim for next day delivery. Orders are dispatched 24hrs before your chosen delivery date. Allow up to 48 hours during busy periods.

Non-standard areas (Northern Ireland, Scottish Highlands and Islands, parts of Northern Scotland, the Isle of Man, the Scilly Isles, and the Channel Islands) All fall within a 48-hour delivery service. Orders are dispatched two days before your selected date. Allow up to 72 hours during busy periods.

Orders placed before 11:30am can be dispatched the same day for next day delivery to UK-standard shipping areas, or 2-day delivery to non-standard shipping areas.

• We dispatch frozen orders Monday to Thursday and Sundays only
• We don't deliver on weekends or UK bank holidays
• If your selected date falls on one of these days, your order will arrive the next working day

Treats and supplements are dispatched separately via DHL and typically arrive within 3 to 5 working days.

For full dispatch cut-off times and detailed shipping information, see our Shipping Information page.

Shipping costs depend on what you’re ordering and where you’re based:

• Raw food bundles (10kg, 15kg, 25kg): FREE to standard UK mainland areas
• Non-bundled raw food orders of 15kg or 25kg+: FREE
• Other raw food weights (5kg–14.9kg or 15.1kg–24.9kg): £7.20
• Treats: £3.95
• Supplements: FREE (except Animotics Probiotic Paste: £3.15)

Non-standard delivery areas (Northern Ireland, Scottish Highlands & Islands) have different rates and a 25kg minimum order.

For full pricing details including non-standard delivery areas, see our Shipping Information page.

Contact our customer services team as soon as possible — the sooner we hear from you, the more likely we can help.

Alternatively, you can manage this yourself:

1. Log in to your account and go to My Orders
2. If your order status shows In Processing, click View Details and cancel from there
3. If the status shows Needs Picking or Complete, cancellation can't be guaranteed as your order may already be in progress

Please note: if your order is due to dispatch within 12 hours, changes may not be possible.

We deliver to most UK mainland addresses. Some locations fall outside our standard shipping area, including Northern Ireland, the Scottish Highlands and Islands, parts of Northern Scotland, the Isle of Man, the Scilly Isles, and the Channel Islands. Delivery to these areas may be restricted, will take longer, and requires a minimum order of 25kg.

Frozen orders have minimum quantities to ensure products stay chilled in transit: 6kg for standard UK shipping areas, 25kg for non-standard areas. Please note, this includes raw dog food and bone broths.

For detailed shipping information, see our Shipping Information page.

You will receive a direct notification from our courier company to confirm delivery on the day we dispatch your order. You will also receive a message on the delivery day, providing a time slot. If this is not received, contact us via our website contact link to enquire when to expect your order.

If we anticipate a delay with your delivery, we will aim to contact you as soon as possible to advise.

Our food is perishable; therefore, placing it into a freezer as soon as possible is advisable.

If you can’t be home to accept delivery, you can nominate (via the courier’s app) to leave with a neighbour or in a safe place. The parcel will need to be refrigerated, or in a cool place and out of direct sunlight, until you collect it.

If you instruct the courier to leave your goods in a safe place or with a neighbour, you are responsible for the condition you receive them in.

1. Choose your product. Browse the ProDog Raw website and select the product or products you’d like to subscribe to.
2. On the product page, select the Subscribe tab. Choose your preferred size or quantity, confirm the subscription price, and click Subscribe to continue.
3. Pick your delivery schedule. Your item(s) will appear in your basket. Before heading to checkout, choose how frequently you’d like your order to be delivered in the field at the top.
4. Hit checkout. Enter your details, select your first delivery date, and add your payment information. Once you’re happy, click Place Order to confirm your subscription.

Start building your raw food subscription

1. Log in to your account and go to My Subscriptions from your dashboard menu.
2. Click Manage Subscription, then locate the subscription you’d like to pause.
3. Click Pause in the status field.

Your subscription is now paused.

1. Log in to your account.
2. Go to your ‘Account’ page.
3. Select ‘Subscriptions’ from the table on the left of your screen.
4. Click on the ‘Manage’ button next to the subscription you want to cancel.
5. Click the ‘Cancel’ button at the bottom of the page.

That’s it — your subscription will be cancelled.

1. Log in to your account and go to My Subscriptions from your dashboard menu.
2. Click Manage Subscription and scroll down to the Subscription Items section.
3. Here you can adjust quantities or remove items as needed.
4. To add a new product, click Add Product and search for the item you’d like to include.
5. Check the box to add it as a one-off item only.
6. Leave the box unchecked to add it to your subscription permanently.
7. Once selected, click Add to Subscription to confirm.

1. Log in to your account and go to My Subscriptions from your dashboard menu.
2. Click Manage Subscription.
3. To change your next delivery date, click the Next Delivery Date field and select your preferred date.
4. To change how often your order renews, click the Renew Every box and adjust accordingly.
5. Once you’re happy with your changes, click Update Subscription Changes to confirm.

1. Log in to your account and go to My Subscriptions from your dashboard menu.
2. Click Manage Subscription, then locate the paused subscription you’d like to restart.
3. Click Reactivate in the status field.

No. Because our raw food is perishable, we’re unable to accept returns on frozen products once they’ve been delivered. Couriers are also unable to accept returns of frozen goods, as we can’t guarantee the product won’t deteriorate during the return journey.

However, if your frozen order arrives damaged, incomplete, or in poor condition, you must notify us within 12 hours of delivery by contacting our customer support team. You will be asked to provide photographic evidence showing the product(s) still inside the outer carton. Provided you follow this process, we may offer a replacement order.

Yes. You can return dry products (such as treats) provided they are unused, unopened, and still in their original sealed packaging. Returns must be sent by courier to the address provided on our website.

For supplements purchased under an extended return period (such as our 30-day money-back guarantee, where stated in the product description), you can return the product and original packaging whether it’s been opened or not.

All returns must be initiated within 7 days of confirmed delivery, by contacting our customer support team.

Damaged items: Please contact our customer support team. within 12 hours. If you notice damage at the point of delivery, also let the courier know immediately and ask them to add a note to the delivery report. Whether you notice on delivery or after, you'll be asked to provide photo or video evidence.

Incorrect items: If you've received the wrong items, contact us as soon as possible and we'll arrange a replacement.

Please note: Minor or hairline cracks to frozen food tubs and containers can occasionally occur in transit. This doesn't affect the safety, quality, or suitability of the food. We're unable to offer refunds for cosmetic packaging damage unless the product itself has been significantly compromised.

Your box leaves our blast freezer at -18°C and is packed to hold a safe temperature for up to 72 hours, though that varies with the weather.

Check it with the back of your hand rather than by eye. Touch tells you far more than looking does.

Still cold to the touch? Safe to put straight in the freezer.

Fully defrosted and at room temperature? Don't refreeze it. Store it in the coldest part of the fridge, ideally the bottom shelf, and use it within three days. It should always smell fresh.

Soft through the middle and room temperature throughout? Fridge what you'll use within three days and dispose of the rest.

Send a short video within 1 hour of delivery, to [email protected] showing the affected tubs, using a fork to show the food is defrosted all the way through, and we'll take it from there.

Always wash your hands thoroughly after handling raw food.

Once we’ve received your return in good condition, we’ll process your refund within 7 days. Please bear in mind it may take a few additional days to appear in your account depending on your bank or payment provider.

If the return is due to our error (for example, an incorrect item was delivered), we’ll also refund your return shipping costs.

If your order hasn’t arrived within the advised delivery time slot and you haven’t received any notification explaining why, you must contact us within 12 hours of the time slot passing. We’ll investigate and arrange a replacement or refund.

Important: We’re unable to refund or replace orders where you’ve directly asked the courier to deliver to a different address, date, or time after the order has left us. Changes made with third-party couriers are beyond our control.

There are two main approaches. A rapid switch works well for young, healthy dogs. Simply replace their current food with raw at the next meal. A gradual switch is better for older dogs or those with sensitive digestion, start by replacing around 10% of their current food with raw on day one, and increase by 10% each day over 7–10 days.

Some dogs may experience temporary loose stools or mild digestive changes as their system adjusts, this is normal and usually passes within a few days. If symptoms persist, slow the transition down.

Read our full guide: How to Switch to Raw Dog Food.

As a general guide, adult dogs need around 2–3% of their ideal body weight per day. Puppies need more, with amounts varying depending on their age: typically 8–10% of their body weight at 8 weeks, reducing gradually as they grow. The exact amount depends on your dog's age, breed, activity level, and individual metabolism.

Use our Raw Dog Food Calculator for a personalised recommendation based on your dog’s details, and adjust based on how they look and feel over time.

Keep raw food frozen until you’re ready to use it. The safest way to defrost is in the fridge overnight. Place it on the bottom shelf away from other foods. Once defrosted, raw food lasts up to 3 days in the fridge. Never refreeze food once it’s been thawed.

If you forget to defrost ahead of time, place the sealed food in a cold water bath and change the water every 15–20 minutes until thawed. Avoid using hot water or a microwave.

Handle raw dog food the same way you’d handle raw meat for your own meals: wash hands thoroughly with hot soapy water after handling, clean all surfaces with disinfectant, and wash all utensils used.

Read our full guide: How to Defrost Raw Dog Food

Not once it's reached room temperature. Refreezing at that point can compromise the safety and integrity of the proteins.

Food that's still chilled, rather than fully thawed, is safe to refreeze straight away. Food that has fully defrosted keeps in the fridge for up to three days, provided it still smells fresh and shows no signs of spoilage. Store it in the coldest part of the fridge, ideally the bottom shelf.

Yes. Dogs are biologically designed to eat raw meat. Their highly acidic stomachs, strong digestive enzymes, and short digestive tracts are all built to process raw food safely and efficiently. When you buy from a reputable, DEFRA-approved supplier like ProDog and follow basic food hygiene practices, the risks are minimal.

For practical tips on safe handling, see our guide on storage, handling & preparation.

Absolutely. Puppies can start eating raw food from around 4 weeks of age when they begin weaning, starting with lean, plain proteins like turkey, chicken, and fish. Raw feeding from a young age gives puppies the best foundation for long-term health, supporting immune development, healthy digestion, and strong growth.

Puppies have different nutritional needs to adult dogs. They need more food relative to their body weight, more frequent meals, and specific ratios of protein, fat, and minerals. Our puppy range is formulated to meet these needs.

Read our full guide: Puppy Raw Feeding & Weaning Guide.

Yes, you can. Ideally a fully raw diet gives your dog the best results, dogs fed on high-carbohydrate diets tend to have more alkaline stomachs, which makes breaking down raw meat and bone less efficient. However, we understand that cost, convenience, or lifestyle doesn’t always make a full switch possible, and we’d always rather you feed some fresh food than none at all.

If you are mixing, a few simple additions can help support your dog’s digestion: add a small amount of apple cider vinegar to their food (around 1 tsp for small dogs, scaling up to 1 tbsp per 22kg for larger breeds), and consider a good dog probiotic to keep the gut microbiome healthy. It’s also worth avoiding lots of extra raw meaty bones when combining the two food types, as this may increase the risk of constipation.

Read our full guide: Raw Dog Food Myths & Resources.

Not every dog needs supplements, but many dogs benefit from them. Just as humans use vitamins and minerals to support their health supplements can be particularly valuable for dogs with specific health concerns (such as joint stiffness, digestive issues, or dull coats), senior dogs, puppies with genetic predispositions, and working or highly active dogs.

The best way to determine whether your dog would benefit is to observe their behaviour, physical condition, and overall health. If in doubt, consult a holistic veterinarian or contact our nutrition team for advice.

Read our full guide: Beginner’s Guide to Dog Supplements.

ProDog supplements are natural powdered meal toppers, with the exception of Reset, which is a liquid probiotic. Simply sprinkle or pour the pre-measured serving over your dog’s food, mix well, and feed as normal. Each supplement comes with a serving scoop and dosage guidance based on your dog’s weight.

If you’re feeding kibble, add a splash of cold water or bone broth to help the powder mix in. Store supplements in a cool, dry cupboard away from heat and sunlight, and use within 6 months of opening.

Reset should be used within 8 weeks of opening.

Read our practical tips: How to Use Dog Supplements.

Start by identifying what you’d like to support, whether that’s joint mobility, digestive health, skin and coat condition, immune function, or overall vitality. Each ProDog supplement targets a specific area of health and is formulated with natural, bioavailable ingredients that are easily absorbed by the canine body.

Browse our full dog supplement range to find the right fit, or get in touch with our team for a personalised recommendation.

Most ProDog supplements are suitable for adult dogs of all ages, but not all are recommended for puppies under 12 or 24 weeks. Always check the individual product guidance before giving supplements to very young dogs.

Senior dogs often benefit greatly from supplement support, particularly for joint health, digestion, and immune function. Supplements are a simple, effective way to help older dogs stay comfortable and active.

Read our full guide: Beginner’s Guide to Dog Supplements.