When will I get my order?
You can choose your expected delivery date and required delivery service during the checkout process from the available delivery dates shown. We are currently only posting on Mondays, Wednesdays and Thursday but you have up until 10am on these days to place your order for next day delivery.
DPD will provide you with 1 hour time slots and live tracking of where your driver is, however time slots are not guaranteed and if there are any unforeseen circumstances DPD might have to deliver outside of the designated time slot or even the following day.
We send everything out on a Next Day delivery (according to the delivery timescale below) but sometimes parcels can go astray in transit and DPD have 48 hours in which to deliver to you. Please refer to our terms and conditions for more information
There is the option to choose Next Day by 12 noon delivery. This does not mean that you will get it next day by 12 noon no matter what day or time you order. It means that it should arrive by 12 noon on the delivery date you chose, from the available dates shown. This option is there to ensure your delivery gets to you in good time in warmer weather.
What 3 Words
DPD use your 'what3words' location for accurate delivery of your order. This is ideal if your postcode doesn't lead the driver to the correct location or you want it left in a specific area on your property.
You can find your what3words here https://what3words.com/
You can upload your what3words to the DPD app for your driver for a more accurate delivery.
For best results, download the DPD app
We highly advise you to download the DPD app to your mobile. This ensures that you are kept up to date with the location of your order once it has left us. You can also leave immediate feedback for your delivery via the app and contact DPD directly if there are any delivery issues. You can also upload a photo of where you want your order left to the DPD app and enter your 'what3words' location.
How much does delivery cost?
Standard DPD delivery to UK Mainland is already included the in price of all products except for add on items.
There is an extra charge if you choose the DPD Pre-12 delivery option and there is also a surcharge for some areas of Scotland/Scottish Highlands and Islands which will be applied at checkout.
Where can I put my delivery instructions?
You can use the customer comments box to enter brief delivery instructions such as 'if out, leave on doorstep'. You can also download the DPD app and leave instructions for your order, add your what3words location or upload a photo of exactly where you want your order left
Split Deliveries/Why has only part of my order arrived?
If you are expecting more than 1 parcel, it is not unusual for parcels to arrive on different vans at different times of the day or even for the rest of your order to arrive the following day. Therefore, please do not worry if some of your order is missing, please wait until the end of the day as they usually follow on a different van. If the rest of your order does not arrive by the following day then please contact us asap orders@theyloveit.co.uk.
What courier service do you use?
DPD Standard delivery to Mainland UK is already included in the price of your product, excluding Click & Collect Orders
There is a delivery charge added at checkout for Scottish Highlands and Islands
You may choose the pre-12 delivery option at checkout which is chargeable.This option is highly advised in warmer weather
How will my order be packaged?
We are very conscious of keeping our packaging to a minimum and as such our blocks do not come in plastic trays which would add to the cost.
Our products come as loose frozen blocks and are not individually packaged so you are paying for top quality meat, not pretty packaging that goes straight in the bin.
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.
What if my order has defrosted?
It is quite likely in warmer weather that your order may start to defrost. We do not use couriers with freezer vans as this would triple the cost of delivery. The food is perfectly safe to refreeze and will not harm your dogs. Just make sure you separate the blocks before freezing. It's possible that this could be avoided by choosing the pre-12 delivery option at checkout which is a chargeable delivery option. This is highly advised in warmer weather and particularly if you have only ordered 5kgs of product which will defrost much quicker.
My order is damaged
Please remember that the packaging is there purely to try and keep your order frozen during transit. If the box arrives damaged but the goods are ok then please do not refuse the parcel as DPD will not refund perishable goods.
If your order arrives damaged to the point where you cannot use the goods then you must take photos clearly showing the damage, showing the contents still inside the damaged box and a clear photo of the actual DPD Label in-situ on the box. Without this evidence DPD will not process a claim. Photos of empty broken boxes are not sufficient. Please email us orders@theyloveit.co.uk with the photos and details.
Some of my Add on Items are missing
Please note that add on items must be able to fit in with the frozen food you have ordered. The reason we do add on items is so that you have the opportunity to order extra bits without the extra postage.
If we are unable to fit all of your add on items in then we would usually email you advising you that we will credit you for the items that we were unable to fit in. However sometimes your add on could be missing due to a simple oversight on our side so please let us know if you have not received a credit for any missing items orders@theyloveit.co.uk
What if I am 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 should 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 do not send instructions to DPD to deliver to a different address as this is not possible for them to do so. It will result in your order going back to the depot and being redelivered to you at the original address the next day or it will be destroyed by DPD.
Do not reply to DPD to delay your delivery to the following day as your order will not be kept cold and we will not refund you if you delay your order.
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