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Deliveries FAQ

ALL PRICES for Frozen goods include Delivery unless otherwise stated except for certain postcodes which may have a surcharge added at checkout. You will see this surcharge added before making payment and you don't have to continue with the order. Surcharges and postcodes are listed further down this page.

Non Frozen goods, Shop goods and Treats DO NOT include delivery if purchased without a frozen food order and are subject to a £4.95 delivery charge which will (should if it's working properly!)  be added at checkout

Some frozen goods such as lamb feet, trachea, 1kg bags of fish etc do not include delivery but can be added to your frozen dog food order subject to available space in the box. They cannot however be posted on their own like non frozen goods can.

If you would like a mixture of frozen and/or non frozen goods picked from the shop, please call us and we will pick this for you and quote you for delivery. We are happy to do a mixed box for you upon request

Packaging

We are super conscious of keeping our packaging to a minimum and as such our blocks do not come in plastic trays or printed cardboard sleeves with pretty photos of dogs on, so our products come as loose frozen blocks and are NOT individually packaged. #

However, as we are delivering frozen raw meat there are certain requirements that we have to adhere to such as putting the product in leak proof insulated packaging. We are currently unable to avoid the use of polystyrene boxes for courier delivery of our products. We have tried bio degradable products but unfortunately the contents did not arrive in good condition so until a better solution is available, we will have to continue to ship in polystyrene boxes but rest assured that we are doing our best to keep packaging to an absolute minimum.

 

POSTAL/OVERNIGHT COURIER DELIVERY - How much does delivery cost?

Postage and Packaging is included in all of our raw dog food prices to most of UK Mainland, except for some Scottish Highlands for which there is a supplement as specified further down.

Products from our shop have a minimum delivery charge of £4.95 if you purchase shop products alone, or, if they will fit in with your dog food order then delivery is included. We can usually fit a couple of items in with each 10kgs of most products but there are some exceptions. If we have a problem fitting goods in with your order we will inform you and refund the product that will not fit in.

 

LOCAL VAN DELIVERIES

A Minimum order of £75 is required. We only deliver to the areas in the delivery schedule on the days specified.

 

Where do you send goods?

We ship to all mainland UK address via APC Overnight Courier (Monday-Thursday dispatch only, no dispatch on Friday, no delivery on Monday)


If you order before 8am Monday, Tuesday or Wednesday or before 10am on Thursday (ORDERS MADE AFTER 10am on THURSDAY WILL NOT BE POSTED UNTIL MONDAY for DELIVERY TUESDAY due to the goods being frozen) unless you live in one of our extra postage postcodes (see below) 
G / EH / ML / DG / DD / KA 1-26 / KY / AB 1-25 / FK 1-19 / RS / PA 1-19 / PH 1-14
AB 26+ / FK 20-21 / IV / TD / PA 21-38 / KW 1-15 / PH 15-41

The above postcodes are mainly Scotland and the Highlands all have an extra postage charge, if you live in one of these postcode areas then you will be automatically be charged the relevant amount for delivery at checkout. Delivery to these areas usually takes 2-3 days so it is best to order by Wednesday 8am to ensure your delivery reaches you that week. 
 

Standard Delivery - when will my order be dispatched/when will it arrive?

If you order before 8am on Monday, Tuesday or Wednesday, your order will be dispatched that same day and should be delivered by 6pm the following day.  If you order by 10AM on a Thursday your order will be dispatched the same day for delivery FRIDAY. We DO NOT dispatch any orders placed after 10am on Thursday until Monday for delivery Tuesday and therefore there are no deliveries on a Monday. We cannot ship goods on a Friday due to them being frozen and the courier does not do a Saturday delivery. We send everything out on a Next Day delivery but sometimes delivery can take 2 days. Please don't worry, your goods are packed to last up to 48 hours in average weather conditions, they will last longer in colder weather.

If you are in one of the surcharge postcodes G / EH / ML / DG / DD / KA 1-26 / KY / AB 1-25 / FK 1-19 / RS / PA 1-19 / PH 1-14
AB 26+ / FK 20-21 / IV / TD / PA 21-38 / KW 1-15 / PH 15-41
 then please expect your delivery to take 2-3 days. It is best to have placed your order by Wednesday 8am to ensure delivery that week. If you order after Wednesday 8am your order will be sent Thursday and it may not arrive until Monday. This should be fine in the colder weather  as your goods are packed into freezer boxes but not recommended in warmer weather.

Next day by 12pm delivery

This delivery option applies to UK only and excludes some postcodes so it will only show if it is available to your postcode. Orders must be placed by 8am Monday to Wednesday or by 10am Thursday to receive goods next day by 12pm. We do not post on Fridays, Saturdays, Sundays or Bank Holidays and there are no deliveries on Monday because we do not post on a Friday


What if I'm not at home?

Our couriers know that they are delivering a frozen or fresh product
If no one is home the couriers will leave the parcel safe or as per your instructions if you provided any in the customer comments box at the time of ordering.
If you are going to be out you MUST state where you want it left by putting instructions in the Customer Comments box when you place your order or the courier will leave it where they deem it to be safe. If you do not want your order left safe or there is nowhere safe to leave it then you must wait in for your order. We will not refund or replace orders that have been delivered/left safe within the 48 hour delivery time period.

It is up to you, the customer to make sure you specify somewhere for it to be left safe or wait in for your order to be delivered if you don't want the courier to leave it unattended.

Please remember you have ordered frozen goods.

 



Please make sure your Address, phone number and email are correct on your order as the courier may need to contact you. We WILL NOT take responsibility for non deliveries due to incorrect addresses or wrong or missing phone number.

If your order is delayed due to any part of your address or phone number being correct we will not issue any refunds

How do I know my order has gone though?

You will receive a confirmation email giving your order number. Please check your junk folder if you have not received it in your inbox.
If you need to contact us about your order we will need your name, or post code or order number.
You will also receive a dispatch email from us, when your order has been sent and an email from the courier with the consignment number.


What if my delivery is late?

All of our standard postcode deliveries are sent on a next day service with delivery between 8am - 4pm, however this IS NOT GUARANTEED and orders can arrive later or even the next day. We reserve the right to deliver within 48 hours and will not issue any refunds for goods delivered within this time. If you are not able to accept the delivery then that is your responsibility. You must allow up to 48 hours for your delivery to be completed.
Your goods are packed in freezer boxes and will keep for up to 48 hours before being put in your freezer.
If for some unforeseen
 reason your parcel is not delivered within 48hrs please call us so that we can resolve it for you. In colder weather goods have been known to stay frozen in the packaging for up to 5 days so it may be that your order arrives and it is ok. We always ask you to check your order first. If you can press your thumb into a block and it is still frozen in the middle, despite being soft at the edges then this is perfectly fine to refreeze, as long as you separate the blocks. If it is not frozen at all then we will replace it for you, except in cases where the delivery address was wrong or there was no phone number or an incorrect phone number preventing the driver from delivering or getting hold of you.

If you need any information about the delivery of your parcel please call

APC Overnight (Our couriers) on
0800 37 37 37 you will need the delivery postcode and your consignment number which will have been emailed to you from APC Farr (Unico Services UK Ltd)


What if there's a problem with my goods?

If there is anything wrong with your order when it arrives then please notify us as soon as possible either by calling us on 07765 233924 or emailing your complaint to orders@theyloveit.co.uk quoting your ORDER NUMBER. 

We will need the batch number from the label on your polystyrene box for any complaints so please do not destroy this label until you are sure you are satisfied with the goods.