Frequently Asked Questions

Have a question? You will find the answers to the most common ones here. If you cannot find what you are looking for, contact us at info@rawpetfood.es or on WhatsApp at +34 711 050 491.

Ordering and Delivery

Where do you deliver?
We deliver to mainland Spain only. We do not currently deliver to the Canary Islands, Balearic Islands, Ceuta, or Melilla. If you are unsure whether your area is covered, contact us before ordering.

How much does delivery cost?
Delivery is 9.90 EUR on orders under 99.00 EUR. Orders of 99.00 EUR or more receive free delivery. Subscription customers receive free delivery on every order regardless of order value.

How long will my order take to arrive?
Most orders arrive within 3 to 5 working days of your order being confirmed. We dispatch within 2 to 3 working days, and transit typically takes a further 1 to 2 working days.

What are your dispatch days and cut-off times?
We dispatch Monday to Thursday. The cut-off for next available dispatch is 12:00 noon. Orders placed after 12:00, or on Friday, Saturday, or Sunday, are processed from the following Monday. We do not make deliveries on Mondays.

Will I receive a tracking update?
Yes. When your order is dispatched you will receive a confirmation email with tracking information where available.

Frozen Delivery and Food Safety

How does frozen delivery work?
Your order is packed with insulated thermo packaging and cold-chain handling throughout to keep products frozen during transit. Products are dispatched and delivered within the windows designed to maintain quality.

Do I need to be home when my order arrives?
Yes. Because your order contains frozen and perishable products, someone must be available at the delivery address to receive it. Frozen goods cannot be safely left unattended. Please make sure you choose a delivery period when someone will be at home. If nobody is available, it may not be possible to redeliver your order in a safe condition.

What if nobody is home when delivery is attempted?
If a delivery attempt fails because nobody was available, the address was incorrect, or the delivery was refused, this may affect your eligibility for a replacement or free redelivery. Please see our Returns, Replacements and Incidents Policy for full details. We assess each situation individually and always aim to be fair.

What if my food arrives slightly thawed on the outside?
Some surface thawing during transit is normal, especially in warmer months. It does not mean the product has spoiled. If the food is still cold to the touch and there is no unusual smell, it is safe to refreeze immediately. If you are in any doubt about the condition of your delivery, take photos and contact us within 24 hours at info@rawpetfood.es.

Can I refreeze the food after delivery?
Yes, provided the food has remained frozen or very cold throughout transit. If it has started to defrost, you can thaw it fully in the fridge and use it within 3 days, or refreeze it if it is still cold and shows no signs of spoilage.

How should I store raw pet food?
Keep products frozen until ready to use. Thaw in the fridge, not at room temperature. Once thawed, use within 2 to 3 days. Do not refreeze products that have been fully thawed and left at room temperature.

How long does raw food last in the freezer?
Our products should be used within the best before date shown on the packaging. When stored frozen and unopened, they typically last several months.

Raw Feeding and Nutrition

Is raw food right for my dog or cat?
A raw diet can be excellent for dogs and cats when it is nutritionally balanced and correctly portioned. Kizzy Labbon, our certified canine nutritionist, offers free 30-minute consultations to help you design the right plan for your pet. Book a consultation through our website.

How much should I feed my dog or cat?
Feeding amounts depend on your pet’s weight, age, activity level, and health status. As a general starting guide, adult dogs are typically fed around 3% of their ideal body weight per day, puppies around 8%, and senior dogs around 2%. We always recommend booking a free consultation to get a personalised recommendation. See our Feeding Guide for more information.

How do I transition my pet to raw food?
Most dogs and cats transition well over 7 to 14 days by gradually increasing the proportion of raw food while reducing the previous diet. We provide guidance during your consultation and throughout your trial period. WhatsApp support is available during your transition.

Subscriptions

What is a subscription?
A subscription means your chosen products are delivered automatically at your preferred frequency, every 4 weeks or every 8 weeks, without you needing to reorder each time. Your price is locked in and free delivery is included on every subscription order.

What do I get as a subscriber?
Every subscription includes free delivery, treats in every box at no extra cost, and locked-in pricing for as long as your subscription remains active.

Is there a minimum commitment?
No. There is no minimum number of orders. You can cancel at any time with no penalty.

Can I pause or skip a delivery?
Yes. From your account dashboard, you can pause your subscription or skip an upcoming delivery whenever you need to. Changes must be made before the billing date for the upcoming order.

How do I cancel my subscription?
Log in to your account, go to My Account, select Subscriptions, and follow the cancellation steps. It takes effect immediately and no further payments will be taken. If you need help, contact us and we will cancel it for you.

When will I be charged?
You will be billed automatically at the start of each subscription period, before your order is dispatched. You will receive an email notification before each billing date.

Can I change what is in my subscription?
If you want to change the products or quantities in your subscription, contact us at info@rawpetfood.es and we will update your plan before the next dispatch.

Returns and Incidents

Can I return frozen food?
No. Frozen and perishable products cannot be returned once dispatched, for food safety and hygiene reasons.

What if my order arrives damaged or incorrect?
If there is a genuine problem with your order, such as damaged packaging, a missing item, or the wrong product, please report it to us within 24 hours of delivery. Take clear photographs and send them to info@rawpetfood.es along with your order number. We will assess the situation and work with you to resolve it.

What if the food arrives in poor condition?
If you are concerned about the quality or condition of your delivery, contact us immediately and send photos. Report within 24 hours of delivery. We take quality seriously and will investigate every genuine concern.

What if I missed my delivery?
If you missed your delivery because you were not available, provided an incorrect address, or refused the delivery, please contact us to explain the situation. We assess each case individually, but missed deliveries are not automatically eligible for a free replacement or refund.

Contact and Support

How can I contact you?

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

We aim to respond to all enquiries within one working day.

Do you offer nutritional consultations?
Yes. Kizzy is a certified canine nutritionist and offers free 30-minute consultations for new customers. Book directly through the consultation booking link on our website.

Can I get advice during my trial?
Yes. All trial customers receive WhatsApp access to Kizzy during their 14-day transition period.