For most of the UK, you’ll receive free shipping on orders over £30, and for orders under £30 you’ll pay a £4.21 delivery fee. Please note that our Cold Pressed and Raw Food sample boxes automatically have free delivery applied to them, irrespective of whether the order value is less than £30.

For some parts of Scotland, we currently cannot deliver Raw Frozen Food and due to their location there are higher delivery fees for Cold Pressed Dry Food.
Customers who live in these areas will pay £9.52 for orders under £30 and £5.31 for orders over £30.

Please see the list above below ‘Areas within Scotland we don’t deliver Raw Food to’ for a full list of areas within Scotland that incur higher shipping charges.

We use a mix of delivery carriers depending on the product(s) being sent, delivery location and which of our warehouses your items are being shipped from. Primarily, we use FedEx, DPD and DHL but this may change from time to time.

We cannot guarantee that your order will be sent with any specific carrier, and we don’t currently offer customers the opportunity to select a specific carrier for their delivery.

If you would like to request for your order to be sent with one of our chosen carriers specifically, please include a note at the time you place your order and we’ll do our best to accommodate this for you – but please note we cannot guarantee that your request will be met.

We aim to dispatch orders within 2-4 working days of you placing your order with us. You’ll receive an automated email to let you know when your order has shipped, which will include tracking information so you can stay up to date on your delivery’s progress. 

Raw Frozen Food orders: We will only deliver Raw Frozen Food on a Tuesday, Wednesday, Thursday or Friday to avoid deliveries defrosting and spoiling whilst in transit.

If you’ve ordered Raw Frozen Food and Cold Pressed Dry Food, please note that these may be sent to you in separate deliveries with separate tracking details and potentially different delivery carriers for each delivery. If your order has been split into more than one delivery, you’ll automatically receive an email including tracking information for each delivery once each parcel has been dispatched from our warehouse.

It is your responsibility to ensure that you can take delivery of your Wilsons food when it is due to arrive. 

For deliveries of Raw Frozen Food, you must not change your delivery date with the carrier directly, even if this is an option on their tracking portal. It is imperative that your Raw Frozen Food delivery arrives swiftly and avoids being in transit for too long, otherwise, the food may begin to defrost and spoil before it has reached you.

We take no responsibility for replacing, refunding or resending any orders that have arrived later than planned due to your choosing to delay the delivery directly with the carrier or being unavailable to accept delivery of your order on its planned delivery day.

Unfortunately we’re unable to manually delay shipping of any orders. If you would like for your order to arrive at a later date, please either hold off on placing your order until nearer that time or indeed change your next delivery date via your subscription. If you need help with placing your order or amending your next subscription order processing date please contact us as soon as possible.

Our factory and customer services team are closed on Bank Holidays (and these are not classed as a working day), so if you place an order on or close to a Bank Holiday, please allow an extra day or two for your order to be dispatched.

Our factory will continue packing and sending parcels around bank holidays, however due to a backlog 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. 

For delivery of our Raw Frozen Dog Food products, it’s important that these can be delivered quickly to prevent defrosting and spoiling whilst in transit. Unfortunately, because our selected delivery carriers are unable to offer a guaranteed next-day delivery service to the following areas of Scotland, this means we currently cannot deliver Raw Frozen Food to you:

Argyll
Postcodes PA20-PA80 and FK17-FK21.

• Callander (FK17 & FK18)
• Lochearnhead (FK19)
• Crianlarich (FK20)
• Killin (FK21)
• Isle of Bute (PA20)
• Tighnabruaich (PA21)
• Colintraive (PA22)
• Dunoon (PA23)
• Cairndow (PA24-PA27)
• Campbeltown (PA28)
• Tarbert (PA29)
• Lochgilphead (PA30-31)
• Inverary (PA32)
• Dalmally (PA33)
• Oban (PA34 and PA80)
• Appin (PA38)
• Isle of Gigha (PA41)
• Isle of Islay (PA42-PA49)
• Isle of Jura (PA60)
• Isle ofColonsay(PA61)
• Isle of Mull (PA62-PA78)

Northern Highlands:
Postcodes IV1-IV64 and KWO-KW14.

• Inverness (IV1,IV2, IV3, IV5, IV13)
• Beauly (IV4)
• Muir of Ord (IV6)
• Dingwall (IV7, IV15, IV16))
• Munlochy (IV8)
• Avoch (IV9)
• Fortrose (IV10)
• Cromarty (IV11)
• Nairn (IV12)
• Strathpeffer (IV14)
• Alness (IV17)
• Invergordon (IV18)
• Tain (IV19, IV20)
• Gairloch (IV21)
• Achnasheen (IV22)
• Garve (IV23)
• Ardgay (IV24)
• Dornoch (IV25)
• Ullapool (IV26)
• Lairg (IV27)
• Rogart(IV28)
• Elgin (IV30)
• Lossiemouth (IV31)
• Fochabers (IV32)
• Forres (IV36)
• Kyle (IV40)
• Isle of Skye (IV41-IV49 and IV55-IV63)
• Portree (IV51)
• Plockton (IV52)
• Strome Ferry (IV53)
• Strathcarron (IV54)
• Wick (KW1)
• Lybster (KW2 & KW3)
• Latheron (KW5)
• Dunbeath (KW6)
• Berriedale (KW7)
• Helmsdale (KW8)
• Brora (KW9)
• Golspie(KW10)
• Kinbrace (KW11)
• Halkirk (KW12)
• Forsinard (KW13)
• Thurso (KW14)

Aberdeen:
Postcodes AB31-AB38 and AB41 to AB56.

• Ellon (AB41)
• Peterhead (AB42)
• Fraserburgh (AB43)
• Macduff (AB44)
• Banff (AB45)
• Insch (AB52)
• Turriff(AB53)
• Huntly (AB54)
• Strathdon (AB36)
• Ballindalloch (AB37)
• Aberlour(AB38)
• Keith (AB55)
• Buckie (AB56)
• Banchory (AB31)
• Westhill (AB32)
• Alford (AB33)
• Aboyne(AB34)
• Ballater (AB35)

Perth
Postcodes PH15-PH50

• Aberfeldy (PH15)
• Pitlochry (PH16, PH17 & PH18)
• Dalwhinnie (PH19)
• Newtonmore (PH20)
• Kingussie (PH21)
• Aviemore (PH22)
• Carrbridge (PH23)
• Boat of Garten (PH24)
• NethyBridge (PH25)
• Grantown-On-Spey (PH26)
• Corrour (PH30)
• Roy Bridge (PH31)
• Fort Augustus (PH32)
• Fort William (PH33)
• Spean Bridge (PH34)
• Invergarry (PH35)
• Acharacle (PH36)
• Glenfinnan (PH37)
• Lochailort (PH38)
• Arsaig (PH39)
• Mallaig (PH40 & PH41)
• Isle of Eigg (PH42)
• Isle of Rum (PH43)
• Isle of Canna (PH44)
• Ballachulish (PH49)
• Kinlcohleven(PH50)

Isle of Arran and Isle of Cumbrae:
Postcodes KA27 and KA28

• Isle of Arran (KA27)
• Isle ofCumbrae (KA28)

Orkney & Shetland:
Postcodes KW15-KW17

• Kirkwall (KW15)
• Stromness (KW16)
• Orkney (KW17)
  

Harris:
Postcodes HS1-HS9

• Stornaway (HS1)
• Isle of Lewis (HS2)
• Isle of Harris (HS3 & HS5)
• Isle ofScalpay (HS4)
• Isle of NorthUist (HS6)
• Isle ofBenbecula (HS7)
• Isle of SouthUist (HS8)
• Isle of Barra (HS9)

Shetland
Postcodes ZE1-ZE3

Please note that these areas of Scotland will incur a higher shipping charge of £9.52 for orders under £30 and £5.31 for orders over £30 for any non-frozen Raw Food deliveries too.

Sadly, we are currently unable to deliver either our Cold Pressed or Raw Frozen Dog Food to Northern Ireland, Guernsey, Jersey, Isle of Man, Isle of Wight or the Isles of Scilly. We are always looking at how we can improve our delivery options though, so watch this space for updates on where we can deliver to.

If you’ve ordered Raw Frozen Food and Cold Pressed Dry Food, please note that these may be sent to you in separate deliveries with separate tracking details and potentially different delivery carriers for each delivery. 

If your order has been split into more than one delivery, you’ll automatically receive an email including tracking information for each delivery once each parcel has been dispatched from our warehouse.

We do from time to time send multiple parcels within once consignment, or with one set of tracking information.

To check how many parcels are included within your delivery consignment, please check the tracking information you received from us to confirm that your parcel is on the way. If your consignment consists of more than one parcel, it is possible that part of your delivery may arrive before other parcels within the consignment. This being the case, please wait a day or so for the remaining parcel(s) within your consignment to arrive with you.

If you have any concerns that part of your order may be missing, please get in touch with our Customer Service team who will be able to investigate this for you. 

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.

Raw Frozen 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.

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.

We do not currently offer international shipping.

You’ll receive an automated email to let you know when your order has shipped from our warehouse, which will include tracking information so you can stay up to date on your delivery’s progress through the chosen delivery carrier’s portal. 

If you’ve ordered Raw Frozen Dog Food and Cold Pressed Dry Food, please note that these may be sent to you in separate deliveries with separate tracking details and potentially different delivery carriers for each delivery. If your order has been split into more than one delivery, you’ll automatically receive an email including tracking information for each delivery once each parcel has been dispatched from our warehouse. 

We recommend using the tracking information included on your automated email rather than the tracking available via the ShopPay app as it will be more accurate.

You may be required to provide a signature upon delivery of your order. Alternatively, you may be able to opt for your parcel to be left in a safe place of your choosing by selecting this option within the carrier’s tracking portal.

It is your responsibility to ensure that you can take delivery of your Wilsons food when it is due to arrive. 

For deliveries of Raw Frozen Food, you must not change your delivery date with the carrier directly, even if this is an option on their tracking portal. It is imperative that your Raw Frozen Food delivery arrives swiftly and avoids being in transit for too long, otherwise, the food may begin to defrost and spoil before it has reached you.

We take no responsibility for replacing, refunding or resending any orders that have arrived later than planned due to your choosing to delay the delivery directly with the carrier or being unavailable to accept delivery of your order on its planned delivery day.

If you would like us to delay shipping your order for any reason, please contact us as soon as possible after placing your order to make us aware of this and we’ll do our best to accommodate your request.

It is your responsibility to check that the delivery address linked to your order is correct at the time of placing your order with us. If for any reason you need to change the delivery address for an order you’ve already placed with us, please get in touch with our customer service team as soon as possible who will do their best to accommodate this for you. Please note however, that if your order has already been picked, packed, and sent for shipping from our warehouse then we’ll be unable to make any changes to your order, including changing the delivery address.

We take no responsibility for replacing, refunding or resending any orders that have been shipped to an incorrect address, approved by you during the checkout process. 

It is your responsibility to ensure that you can take delivery of your Wilsons food when it is due to arrive. 

For deliveries of Raw Frozen Food, you must not change your delivery date with the carrier directly, even if this is an option on their tracking portal. It is imperative that your Raw Frozen Food delivery arrives swiftly and avoids being in transit for too long, otherwise, the food may begin to defrost and spoil before it has reached you.

We take no responsibility for replacing, refunding or resending any orders that have arrived later than planned due to your choosing to delay the delivery directly with the carrier or being unavailable to accept delivery of your order on its planned delivery day.

If you would like us to delay shipping your order for any reason, please contact us as soon as possible after placing your order to make us aware of this and we’ll do our best to accommodate your request.