This page provides the latest updates on our operations including delivery service, operational notices, courier updates, and answers to common delivery questions.
Delivery Service Update: Weekend Deliveries Suspended
After careful consideration, we have made the decision to suspend weekend deliveries.
This change follows ongoing performance issues with weekend courier services, which have resulted in delays and inconsistencies that do not meet the reliability and service standards we aim to provide.
Ensuring your dog’s food arrives on time, safely, and in the best possible condition is extremely important to us. By focusing on weekday deliveries, we are confident we can provide a more dependable service and maintain the quality you expect from ProDog.
What This Means
- Deliveries now take place Monday to Friday only
- Subscriptions will continue as normal – no action is required
- Deliveries previously scheduled for Saturday will automatically move to Monday
- Customers can still manage and change delivery dates at any time
Managing Your Delivery
You can change your delivery date at any time by:
- Logging into your account
- Navigating to Orders in your account dashboard
- Selecting your most recent order
- Editing the delivery date
If you need assistance, our Customer Support Team is always happy to help.
Delivery Timeframes
Orders may take up to 48 hours to arrive after dispatch.
While many parcels arrive the next day, courier delivery windows can vary due to factors such as traffic, route changes, or operational delays.
All orders are packed using temperature-controlled packaging designed to keep products frozen during transit.
Please allow the full 48-hour delivery window before expecting replacement. Feel free to notify our team if there is a delay and we can push DHL for prioritisation as the customer is always notified first.
Dispatch & Shipping Days
Our dispatch schedule is:
Dispatch Days: Monday – Thursday
Delivery Days: Monday – Friday
Orders placed on Friday or Saturday will be processed for dispatch early the following week.
This schedule helps prevent parcels remaining in transit over non-delivery days and ensures orders arrive in optimal condition.
Order Cut-Off Times
Orders must be placed before 12:00 PM the day before your desired delivery date.
Please note that while we aim for next-day delivery, orders may still arrive on the second day within the 48-hour delivery window from dispatch.
Only when an order is in ‘Processing’ can it be amended. Once an order enters ‘Needs Picking’ it cannot.
Bank Holiday Deliveries
Our courier partner does not deliver on UK bank holidays.
If your order is scheduled for a bank holiday, it will be dispatched on the next working day.
Please allow up to 48 hours from dispatch for delivery.
Weather-Related Delivery Delays
Severe weather can sometimes impact courier operations.
If our courier partner issues weather alerts affecting certain areas, deliveries may be delayed ensuring the safety of drivers and protection of parcels.
Affected Postcodes
Postcodes will be listed here when applicable.
Orders to affected areas will be dispatched once courier services resume.
Courier Depot Delays
Occasionally courier depots may experience operational issues that affect deliveries in certain regions.
Affected Areas
Postcodes or depot information will be listed here when applicable.
If your postcode is listed, your delivery may be delayed while the courier resolves the issue.
48-Hour Delivery Areas
Some locations fall within our extended 48-hour delivery network.
Orders to these areas will normally take up to 48 hours to arrive.
Postcodes in the 48-Hour Network
AB
AB34–AB38
DG
DG3
FK
FK17–FK21
IV
IV1–IV9
IV20–IV36
IV51–IV56
IV63
IV99
KW
KW1–KW3
KW5–KW14
PA
PA20–PA40
PA50
PA80–PA88
PH
PH19–PH26
PH30–PH40
PH49
PH50
TR
TR21–TR25
Islands
JE, IM, GY1–GY9
What to Expect
- Deliveries may take up to 48 hours
- Parcels are packed to remain frozen during transit
- Ice packs are added during warmer months
- Standard delivery policies still apply
If You Are Not Home For Delivery
If you will not be available to receive your parcel, please ensure appropriate arrangements are made.
You can manage your delivery via the DHL tracking portal, including selecting a safe place for delivery.
Once a parcel has been delivered to the specified address or safe place, responsibility transfers to the customer, unless the driver failed to follow the provided instructions.
Please Do Not Refuse Your Delivery
If a delivery is refused, we are unable to provide compensation, as the parcel has been declined by the recipient.
Even if you believe items may have started to defrost, please accept the delivery so our team can properly investigate any issues.
Evidence such as photos or videos may be required to process claims.
Rescheduling Deliveries
Customers may amend their delivery date or address.
However, if a shipment is rescheduled, responsibility for the parcel remains with the customer, including if the order arrives defrosted due to extended transit time.
Where possible, we recommend keeping the original delivery schedule to ensure optimal product condition.
How Our Orders Are Packed
Our parcels are carefully packed to maintain frozen temperatures during transit.
Packaging includes:
- Insulated packaging
- Structured packing to retain cold temperatures
- Additional ice packs during warmer months
This packaging is designed to keep products frozen for up to 60 hours.
If Your Order Arrives Defrosted
If your order arrives defrosted, please do not dispose of the items.
Follow the instructions at the link below to report the issue and submit a claim.
Raise an issue with your order: ProDog Raw – Order Issue Form
DHL Tracking Status Guide
You can track your order at: DHL eCommerce UK – Track & Trace
Common tracking statuses include:
Shipment Collected
Your parcel has been collected from our warehouse and is on its way to the courier depot.
At Delivery Depot
Your parcel has arrived at the delivery depot and is awaiting dispatch.
Out for Delivery
Your parcel has been loaded onto the delivery vehicle and is on its way.
Delivery Delayed
The courier was unable to deliver as planned. Delivery will normally occur on the next working day.
Delivered
Your parcel has been delivered to the address provided.
Delivery Attempted
A delivery attempt was made. Please contact us if this appears on your tracking, as parcels should normally be left safely.
Returned / Disposed
The parcel has been disposed of due to an unforeseen issue. Please contact our support team for assistance.
Signed by Recipient
DHL systems may display a name even when no physical signature was taken. This is a known system behaviour.
You can also use the DHL portal to:
- Select a safe place
- Receive delivery updates
- Manage delivery preferences