Shipping and Delivery Policy

Last updated: 1st June 2026

All products sold by Raw Pet Food ES are frozen and perishable. Please read this policy carefully before placing your order.

Where We Deliver

We currently deliver to mainland Spain only.

We do not deliver to:

• Canary Islands
• Balearic Islands
• Ceuta or Melilla

If your delivery address falls outside mainland Spain, your order cannot be processed. If you are unsure whether your address is covered, contact us at info@rawpetfood.es before ordering.

Delivery Costs

Delivery costs are shown clearly at checkout before you complete your order.

Subscription customers receive free delivery on every order as part of their subscriber perks, regardless of order value.

Dispatch Schedule and Cut-Off Times

Orders are dispatched the same day if placed before 12:00 (noon) and delivered the following morning before 14:00 in most cases.

We do not dispatch on Fridays, Saturdays, or Sundays. We recommend placing your order early in the week to receive delivery as quickly as possible.

During periods of high order volume, dispatch may occasionally be delayed by 24 hours. You will always receive a confirmation email when your order has been dispatched, plus a separate tracking email from the courier.

Ordering in Advance

If you would like your order delivered on a specific day, you can place it in advance and leave a note at checkout with your preferred delivery date. We will do our best to accommodate this, excluding Mondays and the day after a public holiday.

How Your Order Is Packed

All orders are packed in polystyrene boxes with dry ice to keep everything frozen from our warehouse to your door. We use urgent courier services so your order arrives the following morning after dispatch.

Depending on the contents of your order, it may arrive via two separate couriers. Tubs and trays typically travel via GLS. Orders containing a high volume of medallions may travel via Seur Frio. If your order is split across both couriers, both parcels will be in transit at the same time and may arrive separately on the same morning.

During hot weather, orders containing medallions may take up to 48 hours for delivery. These shipments travel cold via Seur Frio and the cold chain is fully maintained throughout.

Order Weight Guidelines

Our frozen orders are packed in boxes with an approximate capacity of 10kg each. To keep your order safe during transit and protect the cold chain, we ask that you keep your order weight within the following ranges where possible:

• 1 box: 4kg to 11.9kg
• 2 boxes: 18kg to 21.9kg
• 3 boxes: 28kg to 31.9kg
• 4 boxes: 38kg to 41.9kg
• 5 boxes: 48kg to 51.9kg

If your basket falls outside these ranges, we will show you a prompt at checkout suggesting you adjust your order slightly. This is to make sure everything arrives frozen and in perfect condition.

You Must Be Available to Receive Your Delivery

Because your order contains frozen and perishable products, someone must be present at the delivery address to receive it on the morning it arrives. Frozen goods cannot safely be left unattended.

Before placing your order, please make sure that:

• Someone will be available at the delivery address on the expected delivery morning
• The delivery address you provide at checkout is correct
• The phone number on your order is a Spanish mobile number so the courier can reach you if needed

If you are not home when the courier arrives, they will attempt to contact you by phone. A second delivery attempt may be possible depending on the courier. If delivery cannot be completed, you are responsible for collecting your order from your local GLS or Seur depot that same afternoon.

Missed deliveries, incorrect addresses, unavailable phone numbers, and failure to collect from the depot are not grounds for a refund or replacement. See our Returns and Incidents Policy for full details.

If Your Delivery Is Delayed

Occasionally deliveries may be delayed by factors outside our control, including carrier disruptions, extreme weather, or public holidays. If you have not received your order within the expected timeframe, contact us at info@rawpetfood.es or via WhatsApp on +34 711 050 491 and we will look into it.

Reporting a Delivery Problem

If there is a problem with your delivery, such as damaged goods, a missing item, or a cold-chain failure, you must report it to us within 24 hours of delivery. See our Returns and Incidents Policy for details.

Contact

Email: info@rawpetfood.es WhatsApp: +34 711 050 491