Ordering, Payment, Delivery, Subscription & Returns FAQs

The minimum order requirement for our raw food is 6kg; this applies to our standard delivery areas, a service applicable to most areas of the UK.

For non-standard delivery areas - Northern Ireland, The Highlands, Parts of Northern Scotland and Islands, a 25kg minimum order is required and additional weight can only be ordered in multiples of 25kg (e.g 50kg, 75kg, 100kg). 

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On placing your order, you will be asked to select a delivery date.

If you live within our standard delivery areas (see below for locations outside of this), we endeavour to process and dispatch all raw food orders placed before 12 noon, Monday to Thursday for next day delivery. During extremely busy periods, orders may be dispatched the following day.

*Please note we ‘aim’ for next day delivery but cannot ‘guarantee’ next day delivery.

Orders received after 12 noon will be processed the next day. Any orders received Friday, Saturday or Sunday will be dispatched on a Monday (except for bank holidays when orders will be dispatched on Tuesdays).

ProDog Treats, Supplements and other non-frozen items, are shipped using Royal Mail, and will take between 3-5 working days to arrive. These items are dispatched Monday to Friday only.

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We ship to most locations in the UK; however, Northern Ireland, the Islands and Highlands of Scotland, parts of Northern Scotland, the Isle of Man, Scilly Isles and Channels Islands are not within our standard shipping areas. Therefore, delivery to these locations can be restricted, will take longer, and a minimum order of 25kg is required. 

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. 

What are the standard delivery costs of your raw food?

Our raw dog food delivery costs vary by weight and can be reduced or offset by buying in bulk or by buying pre-packed bundles. See full details in the 'Shippping Costs' section below.

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Yes, 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. The parcel will need to be refrigerated, or in a cool place and out of direct sunlight, until you collect it from them.

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.

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The food arrives in a sturdy, highly durable box-within-a-box packaging, carefully packed with cooling ice packs. Each box is made with honeycomb cardboard padding, thick, high-grade outer casing, and inner coating for added insulation that prevents moisture from weakening the cardboard.

Our robust delivery boxes ensure all your dog's ProDog favourites arrive safe and sound on your doorstep.  For advice on recycling our packaging, read 'Our Packaging Promise'.

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UK Standard Delivery Areas

Please note: the costs below apply only to orders within our UK mainland standard delivery area. All orders to non-standard delivery areas, including pre-packed bundles, incur shipping charges (see 'Non-Standard Delivery Area' section below).

Raw dog food 

All Bundles are FREE delivery to standard UK mainland delivery areas (please note this applies to all 10kg, 15kg and 25kg pre-packed bundles)

All non-bundled product orders of precisely 15kg, or 25kg and above, come with FREE delivery. Orders falling outside these weights will incur the following charges:

5kg -14.9kg - £7.20

15.1kg - 24.9kg - £7.20

Treats
£3.95

Supplements
Supplement shipping is free; however, our Animotics Probiotic Paste will incur a delivery charge of £3.15.

Bone Broth
This product is frozen; therefore is delivered alongside raw food and included within the weight allowances. Orders consisting of bone broth require a 10 packet minimum order.

*Raw food, treats or accessories added to pre-packed bundles will incur delivery charges as outlined above.

Non-Standard Delivery Area 

Non-standard delivery areas - Northern Ireland, the Islands and Highlands of Scotland, parts of Northern Scotland, the Isle of Man , Scilly Isles and Channels Islands all fall within a two-three day delivery area and incur additional delivery costs. A minimum order of 25kg is required and additional weight can only be ordered in multiples of 25kg (e.g 50kg, 75kg, 100kg)

The Islands and Highlands of Scotland, Jersey, Guernsey, Isle of Scilly and Isle of Man:

25kg: £18.60
50kg: £32.90
75kg: £47.30
100kg: £61.60
Over 100kg: email for price

Treats & supplements

£12.50

Northern Ireland:

25kg: £15.60
50kg: £28.70
75kg: £41.90
100kg: £55
Over 100kg: email for price

Treats & supplements

£10.08

Please note shipping costs and non-standard shipping locations can vary in line with courier changes. We will notify you in advance of changes where possible, however we cannot guarantee the length of notice period as this is determined by our couriers.

Sustainable & Recyclable Packaging

At ProDog, we’re committed to delivering seriously good nutrition with an equally serious commitment to the planet. As such, there will be a small 30p contribution on each order which helps cover the rising cost of sustainable, recyclable packaging and the responsible disposal of materials used to keep your order protected in transit.

It ensures every box arrives safely while helping us reduce the environmental impact of packaging waste — because great nutrition shouldn’t come at the planet’s expense. The fee is fixed at 30p per order and shown separately at checkout for complete transparency.

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Our delivery charges are calculated to incorporate the costs for shipping 'and' handling, as opposed to a basic courier charge for delivery alone.

To explain further, see below a breakdown of the components that make up our Shipping & Handling charge.

ProDog’s delivery charge is inclusive of 4 separate elements; VAT, Courier Charges, Labour and Handling. 

VAT 

ProDog's shipping charge is inclusive of VAT. When comparing our shipping charges with other courier charges, it is essential to check whether the costs being reviewed include or exclude VAT. Please note the government gets the VAT portion; ProDog doesn't.

Courier charges 

ProDog has a baseline courier charge agreement, which is subject to fluctuation in surcharges. These surcharges include fuel prices, and driver wages, both of which vary from month to month. 

Of course, we cannot vary our shipping rates for our customers in the same way, so we gauge an average level and set it for 12 months. Any variations in courier supplements and surcharges above the average rate we have set are swallowed as a loss by us.

Packaging

Due to the perishable nature of our products, we have a duty to ensure the contents are packaged in such a way that they do not deteriorate during transit. In the case of frozen goods, and in addition to good quality sturdy cardboard boxes, we include insulation, all of which adds to the overall costs. 

Labour

Part of 'handling' is the operational aspect of paying the staff who pack the boxes. When wages are increased, so is the cost of handling. This has to be taken into account when calculating delivery charges.

Whilst we appreciate that any uplift in pricing is unwelcome news, as a company, we always try our utmost to minimise the impact on our customers. With all pricing changes, we conduct thorough comparisons with many of our competitors, and as such, we are confident our pricing is fair and transparent.

1. Log in to your account
2. Go to your ‘Account’ page
3. Click on ‘Addresses’
4. Select ‘Edit’ under shipping address
5. Enter the new address details in the form
6. Click save address.

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1. Log in to your account
2. Go to your ‘Account’ page
3. Click on ‘Payment Methods’
4. Select ‘Add New Payment Method’
5. Enter your new payment details into the form
6. Click save.

You can also remove your old card details from your account here.

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Why should I set up a subscription?

Setting up a subscription couldn’t be easier and there are 2 major benefits:

• You save money. ALL subscribers receive 5% off their order!
• You save time. Once your subscription is set up it you never need to waste time placing orders again.

Start building your raw food subscription

How do I set up a subscription?

• Fill your shopping cart with the product combinations your doggo requires
• (Psst word of advice: if you subscribe to a bundle you’ll receive products at a discounted price with free delivery)
• Proceed to view cart, where you will be offered the option to subscribe
• Simply select your preferred time frequency – 0ur subscription service is designed to suit your requirements
• You have the option to set your delivery frequency from 1 week to 2 months and every time scale in between
• Proceed to checkout. If you already have an account you’ll be asked to log in. If you don’t have an account with us you’ll be asked to register
• We’ll then request billing shipping and payment details
• Once you hit 'Pay Now' button that’s it – you never need to place an order again!
• Sit back and relax in the knowledge your four-legged friend's food will be delivered at the exact frequency you requested.

Start building your raw food subscription

What amendments can I make to my subscriptions?

Our subscription service is designed to be flexible to your needs. Should you wish to pause your subscription, change time frames for delivery, amend the content of your order, reactivate a suspended subscription or cancel your subscription altogether, we have you covered.

How do I pause my subscription?

• Log in to your account
• Go to your ‘Account’ page
• Select ‘Subscriptions’ from the table on the left of your screen
• Click on the ‘View’ button next to the subscription you want to pause
• Click the auto renew toggle so that it turns grey and you will notice it now states “payment via manual renewal”.

Your subscription is now paused.

How do I cancel my subscription?

• Log in to your account
• Go to your ‘Account’ page
• Select ‘Subscriptions’ from the table on the left of your screen
• Click on the ‘View’ button next to the subscription you want to cancel
• Click the ‘Cancel’ button next to ‘Actions’.

That’s it - your subscription will be cancelled.

Important: If you’re subscribed to the Real Raw Starter Deal, cancellation is only possible before the fourth delivery in exceptional circumstances. Please contact our Customer Support team directly at [email protected] with your reason for cancellation.

How do I make changes to the content of my order?

• Log in to your account
• Go to your ‘Account’ page
• Select ‘Subscriptions’ from the table on the left of your screen.

To change the quantity of the items ordered:

• Under each item is a number in a box; change that number to the quantity required and click save quantities.

To add items to your subscription:

• Find the items on our website and add them to the basket as you usually would
• Select the "add these items to an existing subscription box" underneath the big green checkout box in the basket
• Select the subscription you want to add them to from the list shown and they will be added to your subscription.

How do I change the timeframes for delivery?

• Log in to your account
• Go to your ‘Account’ page
• Select ‘Subscriptions’ from the table on the left of your screen
• Click on the ‘View’ button next to the subscription you want to change the delivery date for
• Click the ‘Change Delivery’ button next to actions
• You will be taken to a delivery preferences page where you can change the delivery date for the next order or mark the tick boxes to stipulate the days of the week that you would like to accept delivery of an order.

How do I reactivate a suspended or cancelled subscription?

• Log in to your account
• Go to your ‘Account’ page
• Select ‘Subscriptions’ from the table on the left of your screen
• Click on the ‘View’ button next to the subscription you want to reactivate
• Click the ‘Reactivate’ button next to action.

Why can't I edit my subscription?

If you have chosen to pay for your subscription via PayPal, there are some limitations that Paypal have imposed. PayPal does not authorise customers to do the following:

• Make changes to subscriptions
• Make changes to the payment schedule of subscriptions

If you want full control of your subscriptions, we recommend you register your card payment details following the above guidance, or by getting in touch below.

How do I use my rewards with a subscription?

As a subscriber, simply unlock your rewards a minimum of 24 hours prior to the next renewal payment date. Once unlocked, the points will automatically apply to your next order.

Steps to unlock rewards

1. Log into your account dashboard
2. Select ‘Loyalty & ReRAWds’ from the menu on the left of your screen
3. If you have points available to use there will be an ‘unlock rewards’ button, click this.
4. You will receive a confirmation email with a code, but there is nothing more you need to do, the discount will be added to your next order automatically.

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