Where do you deliver?

We currently only deliver within the United Kingdom.

Due to the frozen nature of the raw pet food and the handling standards required, we do not offer international shipping at this time.

How long does delivery take?

We offer free next-day delivery on orders placed before 2:00 pm. Once your order has been dispatched, you'll receive tracking details so you know exactly when to expect delivery.

For full details on delivery timeframes, cut-off times, and delivery conditions, please refer to our Shipping Policy.

Who delivers my order?

We work with DPD/DHL to ensure reliable delivery and clear tracking updates from dispatch to arrival.

What happens if I'm not home for delivery?

Our courier partners will provide tracking and delivery notifications. We recommend being available to receive your order so it can be transferred to your freezer as soon as possible.

How should I store raw pet food?

Raw pet food should be stored frozen until needed. Once defrosted, it should be kept refrigerated and used within 24 hours.

For more detailed guidance, please see our Storage Instructions.

How is the food packaged for delivery?

Our raw pet food is rolled into chubs and packed in insulated polystyrene boxes to help maintain frozen temperatures during transit.

What should I do when my order arrives?

Once your order arrives, place the food straight into your freezer. This helps preserve product quality until you're ready to use it.

What is raw pet food?

Raw pet food typically consists of uncooked ingredients prepared and delivered frozen. It's chosen by pet owners who prefer a minimally processed feeding option for their pets.

Is raw feeding suitable for my pet?

Raw feeding is a considered choice and may not be suitable for every pet. We recommend doing your own research and choosing a feeding approach that fits your pet's needs. If you're unsure, consulting a qualified professional is always advisable.

Our Feeding Guide outlines the basics of raw feeding to help owners make informed decisions.

How can I contact Prime Paws?

You can reach us via our Contact Page and our UK-based support team will be happy to assist you.

What if there's an issue with my order?

If something isn't right, please contact our customer support team as soon as possible. We'll review the issue and work quickly to resolve it.

Can I change or cancel my order?

If you need to make changes, contact us as soon as possible after placing your order. Once an order has been dispatched, changes may not be possible.