Shipping policy

 

We deliver to most of the UK*, please see below for details.

Minimum order requirements are as follows:

Wilsons and Own Label Premium and Working Dog Cold Pressed - 30kg

Wilsons Core and Premium Raw Frozen - 48kg and thereafter must be in multiples of 32

Treats - 5kg or no MOQ if meeting any of the above criteria

Own Label Raw Frozen - 48kg and thereafter must be in multiples of 24

Fresh Food - 12kg
 

BANK HOLIDAYS

Our factory will continue packing and sending parcels around bank holidays, however due to a backlog of deliveries experienced through our couriers, please expect a delay of an additional 1-2 working days on top of our usual delivery terms. 

Raw will be sent out 2 days after a bank holiday to prevent it from getting stuck in this backlog and reduce the risk of possible delay and defrosting. 

 

Shipping

Free shipping for all orders over the minimum order requirements, except Wilsons Raw Frozen.

For Wilsons Raw Frozen orders 32kg and under there is a £6 postage charge, for orders over 48kg postage will be free.

Delivery Times:

We aim to dispatch orders within 10 working days and you will receive an email confirming dispatch. UK bank holidays are not classed as a working day, so please allow an extra day or two for dispatch.

Your order may be sent in multiple packages as our raw and cold pressed food come from different factories.

Customers who place pre-orders will receive a notification when the product is available for dispatch. 

 

Raw Frozen Orders: We only deliver raw frozen on a Tuesday, Wednesday and Thursday only in order to avoid orders spoiling over the weekend.

 

*UK Shipping: We ship to the United Kingdom excluding Northern Ireland due to a change in courier terms.

There are different terms for customers living in the below postcodes:

AB31-39, AB41-56, FK17-21, G83, GY, HS1-9, IM, IV, JE, KA27, KA28, KW0-14, KW15-17, PA20-78, PH19-29, PH2-99, PO30-41, TR21-25, ZE

- Cold pressed orders to the above postcodes may incur an extra delivery charge If you order one of these postcodes we will come back to you with a required additional fee if you still want to go ahead. This will be the difference between our normal UK rate and what we have been quoted 

- Raw frozen orders cannot be delivered to the above postcodes due to the nature of these products


International Shipping: We can ship internationally but the price varies quite significantly depending on location. Please email sales@wilsonspetfood.co.uk for more information.

Tracking: You will receive an email advising that your order has been dispatched, and providing you with a reference and link to the courier tracking system.

Signature: If your order is sent by courier, you will have to sign for your delivery, or else you can opt to have your parcel left in a safe place (with a neighbour, or somewhere within your premises) by putting this request in the courier’s customer notes section.

Courier delays: 

We work very closely with our delivery carriers to ensure that deliveries of our products happen as quickly as possible, however from time to time there can be delays across the delivery networks that are unavoidable and although frustrating, shouldn’t necessarily be cause for concern:.

Cold Pressed dry food and treats: Use your tracking information to stay up to date on your parcels journey to you. If you’re concerned that your parcel may be missing or your tracking information isn’t updating, please get in touch with our Customer Service team who will be able to investigate this for you with the carrier.

Frozen Raw Food: We aim to deliver frozen raw food the day after it is shipped from our factory in Scotland. That said though, there can be delays – which is why we package our frozen raw food in such a way that it should remain frozen and safe to refreeze at home for up to 48 hours after it’s left our factory. 

If you’re frozen raw food delivery is delayed by a day, it shouldn’t be immediate cause for concern. Simply check that the trays remain cold to the touch and still at least 50% frozen (hard in the middle) upon arrival. Any problems at all, please get in touch with our Customer Service team who will be able to rectify this for you.

If you’re concerned that your frozen raw food delivery isn’t going to arrive within 2 days of having left our factory please get in touch with us as quickly as possible and we’ll do everything we can to help.

Refusing delivery: You are within your rights to refuse delivery of your order under any of the following circumstances:

  • The delivery is visibly damaged or faulty upon arrival

  • You believe the items being delivered have been sent to you in error

  • You’ve been in touch with our customer service team prior to the delivery and have agreed with them that it is acceptable to refuse the delivery upon arrival

If you refuse delivery of your Wilsons order for any other reason, we take no responsibility for replacing, refunding or resending your order. 

We are a small business who work very hard to produce great quality natural food for your dogs. Once frozen raw food has left our factory, we’re unable to have it returned to us meaning that it’ll be disposed of. Refusing your delivery doesn’t mean that it’ll be returned to us or that we’re then able to re-sell the items to another customer. 

If you requested to cancel your order after it was placed, but it was too late for our team to be able to make any changes to it – your order will be sent to you. If you refuse delivery of your order then we will not replace, refund or resend the items.

If your frozen raw food delivery didn’t arrive on the day you were expecting and was delayed by a day or so, you should not refuse delivery. Simply check that the trays remain cold to the touch and still at least 50% frozen (hard in the middle) upon arrival. Any problems at all, please get in touch with our Customer Service team who will be able to rectify this for you.

Damage: If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were unavailable for inspection, then please take a photograph of the damaged item and contact us within 24 hours in order that we can take the necessary action and resend or refund you accordingly.

Contact: For further enquiries, contact us on 01250 798298 or email us at info@wilsonspetfood.co.uk.