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).

Top of page

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 DHL, and will take between 3-5 working days to arrive. These items are dispatched Sunday to Friday only.

Top of page

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.

Do you provide shipping notifications?

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 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.

Top of page

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.

Top of page

The food arrives in a sturdy, highly durable box-within-a-box packaging, carefully packed. 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.

Orders are packed with cooling ice packs during warmer months (temperatures above 16°C) to keep your food fresh in transit.

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'.

Top of page

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.

What is the packaging charge for?

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. The fee is fixed at 30p per order and shown separately at checkout for complete transparency as ‘Packaging & Sustainability Contribution’.

Top of page

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.

Top of page

1. Log in to your your account.
2. Select My Addresses from your dashboard menu — here you can edit an existing address or add a new one and remove the old.
3. 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:

1. Go to My Subscriptions > Manage Subscription
2. Update your delivery address and click Update Subscription Details to save your changes

Top of page

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

Top of page

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?

Step 1 : Choose your product. Browse the ProDog Raw website and select the product or products you'd like to subscribe to.
Step 2 : On the product page, select the Subscribe tab. Choose your preferred size or quantity, confirm the subscription price, and click Subscribe to continue.
Step 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.
Step 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

What changes can I make to my subscription?

Our subscription service is designed to flex around you. Simply log in to your account and go to My Subscriptions on your dashboard to make any of the following changes:

• Pause your subscription
• Adjust your delivery frequency
• Change your next order date
• Update the contents of your order
• Reactivate a paused subscription
• Cancel your subscription

How do I pause my subscription?

• Log in to your account and go to My Subscriptions from your dashboard menu
• Click Manage Subscription, then locate the subscription you'd like to pause
• Click Pause in the status field
• 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 ‘Manage’ button next to the subscription you want to cancel
• Click the ‘Cancel’ button at the bottom of the page.
• That’s it - your subscription will be cancelled.

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

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

How do I change the timeframes for delivery?

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

How do I reactivate a suspended or cancelled subscription?

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

How do I unlock and use my rewards?

• 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 date.

Top of page