Delivery & Returns

Delivery

If you have a physical address in the UK you can order our products. This excludes PO Boxes and BFPO addresses. Some post codes are currently excluded. 

Current excluded postcodes and areas;

AB36-38, AB55-56, BT1-58, BT60-99, FK17-21, GY, HS, IM, IV, JE, KA27, KA28, KW1-14, KW15-99, PA20-99, PH19-99, ZE  

We use a 3rd party courier to deliver all of our product and 99% of postcodes we delivery to are on a next day service. You will not hold us responsible for any delays out of our control. 

We reserve the right to refuse to deliver to customers who have failed to provide the correct contact information or without nominating a safe place for delivery.

You will be able to select your first delivery date. From this point on your future deliveries will be sent out on a regular basis (except in cases of bank holidays).

99% of postcodes will be serviced on a  next day service, actual delivery times may vary based on your location and external factors  out of our control (including public holidays and force majeure).

If you order our dry products these will be delivered at ambient temperature. However, if you have ordered any of our raw frozen products this should arrive to you with the core of the product at 0 degrees. If this is not the case, please get in touch with us to seek advice.

We accept no liability for the management of the product after the delivery has been made to the address given at point of ordering.

Please let us know about any missing deliveries or damages on the day you should receive your parcel. Please use our chat or get in touch at hello@itsdogfood.com.

Returns
We’re sure your pup will be super satisfied with our grub, but we know that sometimes things don’t always go to plan. If you're not satisfied and wish to get in touch, please send us an email to help@itsdogfood.com from the email address associated with your user account. Unfortunately, as the product is perishable, we are not able to accept physical returns of product, but we will do everything we can to rectify the problem for you.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We need to know on the day of delivery is there is anything wrong with the food. Please get in touch quickly. If you're not in, your food will be left in the safe place nominated.  We can't deliver if this isn't provided.

Refunds
Once we have your request, we will send you an email or phone call to notify you that we have received your returned item. We will be in touch to let you know what we can do.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our chat on our website or on 0800 567 7488.

If you receive a refund, the cost of return shipping will be deducted from your refund. This is built into your subscription price but is at a standard cost of £7.50 - any postcodes which attract a premium postage which is paid for will be added onto £7.50.

Cancellation
If you wish to cancel your subscription, you can do so at any time through your account online. Your subscription must be cancelled 48 hours before your next order delivery date.