Due to high postage costs to Scotland and Northern Ireland, at present we only deliver nationwide to UK Mainland and Wales. Hopefully, as our nationwide delivery service grows, this will change and we will be able to cover the whole of the UK and Scottish Highlands. As always, your support is greatly appreciated.

As a small team, we try our best to ensure all orders are picked, packed and shipped within 72 working hours of our 12PM deadline, on any given day. Our typical turnaround time is usually 24 working hours, but please allow up to 72 working hours. Orders are shipped on Monday (excluding bank holidays), Tuesday, Wednesday and Thursday. If you place your order on Friday, Saturday or Sunday, the earliest it may be with you is Tuesday.

We do not take responsibility for any delivery changes that may affect your pet food levels, as our business circumstances may change without notice. Always make sure you order in good time before running out of pet supplies. Please contact us if you have any queries.

Unfortunately, we do not ship frozen items that collectively weigh less than 6kg. This is because they will definitely defrost in transit. All applicable orders will be cancelled and refunded. You are more than welcome to place another order, with frozen items weighing more than 6kg. Otherwise, we do offer a local delivery service and in store collection.

Due to the nature of the products described, we do not accept returns or issue refunds for such goods. This includes (but not limited to) all frozen, raw, personalised, sanitary, virtual and sale items.

If you find a product to be faulty or not as described, please contact us within 48 hours of receiving your order. We will do our very best to find a resolution. If you are not happy with the quality of a product, please make note of the order number, product description, batch number and manufacturer. We will then raise a complaint with the manufacturer. Please remember that we are retailers and do not produce these products. We will do our very best to liaise with our trusted suppliers to ensure that you feel valued as a customer.

We do accept returns and refunds on non-perishable items. You will have 14 days after receiving your order to inform us that you would like to return an item, and then 14 days to return it to us. It must be in the exact same condition upon delivery, unused and unopened. The customer will be liable for all return costs incurred and obtain proof of postage. If such items get damaged or lost in transit, then unfortunately we will not process a refund. Our return address is The Raw Superstore, 15 Pimlico Road, Runcorn, Cheshire, WA7 4US.

Refunds may take up to 30 days to process.

We send all frozen goods in temperature controlled packaging, that should ensure the products stay frozen (up to 72 hours) in transit. We have invested thousands of pounds in suitable packaging to minimise the likelihood of your order defrosting, at a great cost to our small business.

Due to elements beyond our control, such as weather, courier handling and box damage, you must accept that they may arrive partially defrosted. We will not issue any refunds or returns for products that are partially defrosted and, will advise to safely refreeze them with no issues.

Sometimes we may substitute an item for similar value or substance. If a suitable replacement is not available, we will refund the product value. We take extra care by triple checking all orders, but we are only human and mistakes can happen. Please contact us at the earliest convenience if you notice something is missing from your order, but no later than 48 hours after delivery.

As we adhere to speedy processing times, we do not accept order cancellations. If for some reason, you feel like you have an exceptional circumstance for cancellation, please contact us at the earliest convenience. This does not guarantee we will process a cancellation. We will try our very best to help you.

We want your order to arrive as seamlessly as possible, therefore you can provide us with your "what3words" reference. This will ensure that our couriers can find you with ease.

All orders are sent tracked with either Royal Mail or DHL. They are required to show proof of delivery and if you are not at home, then they will deliver to a safe place with photographic evidence. We do not accept responsibility for any orders that may go missing beyond this point.

Please do not attempt to change the "leave safe" option. We will not be liable for any non-perishable products that spoil due to delayed delivery times.

We make no profits from delivery costs. If anything, we absorb a great percentage of it. This is because it's our mission to get as many cats and dogs eating a biologically appropriate diet as possible. Your support allows us to do so!

Royal Mail Tracked Delivery (up to 2kg): £3.99.

DHL Next Working Day Tracked Delivery: (2-6kg) £6.99, (6-20kg) £9.99, (20-30kg) £12.99, (30-50kg) £19.99 & (up to 100kg) £24.99. We do not ship sole orders over 100kg at present.