Raise An Issue With Your Order

How to Log a Complaint – ProDog Raw

If something is of concern with your order or delivery, we’re here to help. Please follow these steps to ensure we can review and resolve your issue quickly and efficiently.

Please note the below re concerns of food arriving not 100% frozen.

Our raw materials are delivered directly from the supplier in a frozen state, and our manufacturing process uses special equipment to allow us to mince and blend the meals fully frozen, ensuring that the product never reaches 0 degrees.

The food is stored in a blast freezer before transit to our distribution centre in freezer lorries and in freezers on-site, never exceeding -18 degrees.

We package all our boxes to be in transit for up to 60 hours to ensure we can ship to 2-day delivery areas; however, increased summer temperatures or lengthy delivery delays may slightly impact this. Our food is fresh and never thawed, so if food arrives defrosted we recommend touching the food with the back of your hand. If the food is still cold to the touch but slightly soft, it is suitable to pop into the freezer and use as usual.

1. Check Your Order Immediately

Inspect your delivery as soon as it arrives. Do not throw anything away before contacting us. This includes packaging, tubs, and any defrosted items.

2. Gather the Right Evidence

To process your complaint, we need clear, relevant photos and video footage:

• Broken tubs:
  • Photo of the damaged item inside the box, showing the full contents
• Defrosted food:
  • A short video of each affected tub, demonstrating how soft it is (we recommend using a fork) and showing the absence of ice crystals.
  • A photo or video of the inside of the box and the included packaging.
• Delivery details:
  • Were you home to receive the delivery?
  • If not, was the parcel left in a safe, shaded area or in direct sunlight?
  • How long was the parcel left outside before being collected?
• Delivery delays:
  • Screenshot of delivery confirmation or courier tracking info, along with a photo of the box upon arrival

3. Report Within 24 Hours

All complaints must be submitted within 24 hours of receiving your order. This allows us to act quickly and keep things traceable.

4. What Is and Isn’t Covered

· Valid: Fully broken tubs with leakage, delays further than 24 hours after the agreed delivery estimate.
· Not Valid: Hairline cracks in tubs, food that is partially defrosted, soft, but still cold to the touch (These are safe to refreeze and use as normal)

5. Submit Your Complaint

Send us your:

• Order number
• Description of the issue
• Supporting evidence

Via email: [email protected] or submit a form on our website.

6. Our Investigation

We aim to respond within 1 working day. All cases are reviewed based on the evidence provided and in line with our Terms of Business.

If you’re unsure whether your issue qualifies, please get in touch — we’re happy to advise.