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. Stated costs with an asterisk (*) herein apply to next day delivery orders to addresses within our standard delivery area.

How much does just your raw food cost to deliver?

If you are buying non-bundled raw food products in our standard delivery area, then please refer to this table:

Weight of order	Cost of next day delivery*
6-15kg	£9.95
15.5kg-25kg	£11.95
25.5kg-50kg	£13.95
50.5kg-75kg	£15.95
More than 75kg	Free delivery*

All pre-packed bundles – including 10kg, 15kg and 25kg pre-packed bundles – come with free delivery* provided they are within our standard delivery area.

Any products ordered in addition to bundled products will incur delivery costs as described below.

How much do your smaller products cost to deliver?

• Unless otherwise stated, the delivery cost of treats, probiotics and remedies is
  £2.95.
• Supplements shipping is free.

How much does it cost to ship to an address outside of your standard delivery area?

If you are ordering to an address outside of our standard shipping areas, or are concerned that you might be, please refer to our two day shipping costs below. Please note, for these areas, the minimum order is 25kg.

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) 

25kg: £17.95

50kg: £34.95

75kg: £49.95

100kg: £64.95

Over 100kg: email for price

Northern Ireland, Isle of Man, Isles of Scilly, Channel islands:

25kg: £24.95

50kg: £47.95

75kg: £69.95

100kg: £89.95

Over 100kg: email for price

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. 

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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 dual-ply cardboard outer box lined with an eco-friendly wool cool thermo-liner, which we would encourage you to return. This ensures that the food remains chilled for up to 72 hours, even if you are not in to take delivery. 

Return your wool liners and receive ProDog healthy treats in exchange. Find out the details here.

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*Please note the below costs apply to orders within our standard delivery area. For customers outside of our standard shipping areas, please see our non-standard delivery area costs. 

Raw Dog Food - Delivery costs

6-15kg - £9.95
15.5kg-25kg - £11.95
25.5kg-50kg - £13.95
50.5kg-75kg - £15.95
More than 75kg - Free delivery

Build Your Box

Please note to improve efficiency and reduce the impact on the environment, we offer incentives to fill boxes to the upper limits:

Fill a 15kg box for a free treat
Fill a 25kg box for a free treat
Fill a 50kg box for a free treat
Fill a 75kg box for FREE delivery
100kg+ = FREE delivery

Ordering Pre-Packed Bundles

All Bundles are FREE delivery to standard UK delivery areas (please note this applies to all 15kg and 25kg pre-packed bundles)
Additional individual raw food, treats or accessories ordered alongside pre-packed bundles will incur charges as per above.
Non-standard delivery areas incur shipping costs on all products, including pre-packed bundles (see costs below). Deliveries to these locations require a minimum 25kg order therefore 15kg bundle orders will not be processed.

Treats
£3.95

Supplements
Supplement shipping is free; however, our probiotics will incur a delivery charge of £2.95.

Remedies and Accessories
£3.95

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

Non-Standard Delivery Area Costs

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, parts of Northern Scotland:

25kg: £17.95
50kg: £34.95
75kg: £49.95
100kg: £64.95
Over 100kg: email for price

Northern Ireland, Isle of Man, Isles of Scilly, Channel islands:

25kg: £24.95
50kg: £47.95
75kg: £69.95
100kg: £89.95
Over 100kg: email for price

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.

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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.

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.

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’.

Your subscription will now be cancelled.

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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