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They Love It Raw Dog Food
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Ordering Info


THEY LOVE IT - ORDERING INFORMATION

  • Add the products to the cart that you would like to buy. Some products may be out of stock, in which case the 'add to basket' button will not be visible. If we know when it will be back in stock the there will be an expected release date shown on the product but this date can change. There will be no date shown if we don't have an expected date for that product.
     
  • You can use the 'Notify me when this item is available' option to receive and instant email as soon as it becomes available to order. Some products may say 'Pre Order' on them. You will be able to add them to your basket but they will not be available for dispatch until the release date shown. They will be sent out as soon as available.
     
  • When you have finished shopping, go to View Basket and then Checkout
     
  • You will be required to click in the delivery/collection by box to select your required delivery date before you can proceed to checkout
     
  • You must make sure that your billing and delivery addresses are entered correctly, together with a valid telephone number and email address. We cannot be held responsible for any address errors and we will not refund your order if you make a mistake with your delivery address resulting in your order not being delivered and then being destroyed by DPD due to the goods being perishable
     
  • You can make payment by either Credit or Debit card, or Bank Transfer. If you choose Bank Transfer you must take note of the bank account details shown on the screen as you will need to manually transfer the money into our account. Please make sure you complete the checkout process or your order will not come through to us. If you have paid by bank transfer then your order will not be reserved or processed until we receive the funds. If your order has not been paid for within 24 hours then your order will be cancelled.
     
  • You will receive an order confirmation to the email entered on your order. If you do not receive it please check your spam folder. If it is not there then you may not have completed your order correctly. Please add us to your safe senders list on your email otherwise our emails may end up in your spam folder and you will not receive progress updates or other important information.
     
  • We only ship Monday to Thursday. We do not ship on Fridays and we do not deliver at the weekend or on a Monday.
     
  • All orders placed after 10am on Thursday will be dispatched on the following Monday except for Bank Holidays in which case it will go on the Tuesday or the Wednesday depending on postal volumes
     
  • DPD will text or email you with a 1 hour time slot on the day of delivery by 11am. This is a guide only and although it is usually accurate, they could encounter problems that delay the order until much later or even until the next day. If this is the case then they usually notify you.
     
  • There is a delivery surcharge to some areas of Scotland and the Scottish Highlands. This will be shown at checkout.
     
  • There is a pre-12 delivery chargeable option at checkout which we highly advise you to choose in warmer weather. No refunds will be given for defrosted goods on standard delivery if delivered within the 48 hours specified.
     
  • It is not unusual to receive your parcels in separate deliveries on the same day, sometimes part of your order may even arrive the following day. This is down to DPD and not within our control. 
     
  • When you receive your delivery, make sure you peel off the label with the Batch Number on it or take a photo of it and keep until you have used that batch as you WILL require this in the event of a problem. 
     
  • In the event of damaged delivery or discrepancy, DPD will require a photo of their label affixed to their parcel and a photo of any damage. Without this they will not accept any attempt to claim.
     
  • Your order may arrive defrosted in warmer weather or if it was on a 2 day delivery. This is normal and it is perfectly safe to refreeze. Many of our customers purposely let their order defrost so that they an re-portion it and refreeze it.

RETURNS

We are unable to accept returns of raw meat. In the event of a problem, please contact us at orders@theyloveit.co.uk and make sure you have the batch numbers to hand. 

CANCELLATION OF ORDER

Orders are packed early in the morning but the office doesn't open until 9am. If you wish to cancel your order, you most notify us via email to orders@theyloveit.co.uk immediately. If it has already been packed then we may not be able to retrieve it.

REPLACEMENT OF GOODS

If you have received the wrong item, your item is lost by DPD or your item is damaged to the point where the product is unusable (provided you have taken a photo of the DPD label affixed to the box which is required by DPD and sent it to us) then we will request DPD to launch an investigation and proceed with a claim from DPD.
We will not replace goods that have not been delivered due to any errors on your delivery address. It is down to the customer to make sure that the address, phone number and email address entered is correct. Nor will we replace goods that were delivered/left by DPD because the customer was out with photographic evidence if they are not there when you return home. DPD send a 1 hour time slot and it is up to the customer to be there to receive the goods. 
We will not replace goods that have been delivered within the specified 48hours that are refused by the customer because they did not arrive during the time slot given. The time slot is a guide only and is not guaranteed.