DELIVERY/STORE INFO PLEASE READ - Terms and Conditions

Delivery & Store Information (Please Read)

By placing an order with WrexRaw, you agree to all terms and conditions below.

📦 Nationwide Delivery Information

We now offer nationwide delivery only.
❌ Local delivery is no longer available.

Courier Information

  • Courier: FedEx
  • Fully tracked service with email & text updates
  • Orders are dispatched Monday–Thursday only
  • We do not dispatch Friday–Sunday or on Bank Holidays
  • Bank holidays will cause delays with dispatch due to back log 
  • Warmer weather will cause delays which is out of our control

Dispatch & Delivery Times

We usually dispatch within 1–2 working days, however this can take up to 3 working days during busy periods (WORKING DAYS MON-THURS)  ❌EXCLUDING FRIDAY ❌

Once dispatched, deliveries usually arrive within 24–48 hours, although courier delays outside of our control can occasionally occur.

⚠️ FedEx delivery time slots are estimates only. Deliveries may arrive outside of these windows and can arrive up until 10pm.


⚠️ Important Delivery Information

Rescheduled Deliveries

⚠️ DO NOT reschedule your order with FedEx.

Raw pet food is perishable. If you choose to delay or reschedule your delivery, WrexRaw accepts no responsibility for goods arriving defrosted or spoiled.


Minimum Order Requirements

  • Minimum nationwide order: 9KG
  • We strongly recommend ordering 15KG+ to help keep products colder during transit

Orders below 9KG will be automatically cancelled during fulfilment.

⚠️ Orders below 15KG are shipped at the customer’s own risk regarding defrosting during transit.


Defrosted Products

Some products may arrive partially defrosted but still cold to the touch.

These products are safe to refreeze and do not qualify for refunds if delivered within the expected delivery timeframe.


🚫 Delivery Restrictions

Due to courier limitations and surcharges, we do not deliver to:

  • Scottish Highlands
  • Hebrides
  • Shetland Islands
  • Orkney Islands
  • Isles of Scilly
  • Isle of Man
  • Northern Ireland
  • Isle of Wight
  • Most areas past Dundee

Some accepted Scottish deliveries may take 1–2 additional working days in transit.


📍 Address Responsibility

Customers are fully responsible for ensuring all delivery details are correct.

This includes:

  • House number/name
  • Street
  • Postcode
  • Contact number

Our fulfilment system does not always detect incorrect or incomplete addresses.

WrexRaw accepts no responsibility for parcels lost, delayed, or misdelivered due to incorrect customer information.

Once an order has been processed, changes cannot be guaranteed.


📦 Safe Place & Missed Deliveries

Customers are responsible for assigning a safe place directly with FedEx if they may not be home.

Examples:

  • Shed
  • Garage
  • With a neighbour

Because raw pet food is perishable:

  • Parcels may be left without a signature
  • Missed deliveries are not eligible for refunds or replacements
  • Redelivery requests are not covered by WrexRaw
  • We are not responsible for doorstep theft where no safe place has been arranged


📝 Order Requests & Discount Codes

Flavour Requests

Any flavour requests or substitutions must be added in the shipping notes section at checkout.

Requests sent by:

  • Email
  • Social media
  • Chat

may not be seen in time.

New Customer Discount Codes

New customer discount codes are limited to one use per household.

Orders using multiple email addresses with the same:

  • Name
  • Address
  • Household

may be automatically refunded.


💷 Nationwide Shipping Prices

Weight

Price

9–25KG

£8.25

25–50KG

£13.25

50–75KG

£17.50

75–100KG

£25.00

100–125KG

£32.00

125–150KG

£39.00

150–175KG

£42.00

175–200KG

£49.00

200–225KG

£55.00

225–250KG

£62.00

250–275KG

£69.00

275–300KG

£76.00

300–325KG

£83.00


🏪 In-Store Collection

  • Available Monday–Saturday
  • Orders must be collected within 7 days
  • Uncollected orders may be refunded


📩 Complaints & Customer Service

All complaints must be emailed to:

📧 customer-service@wrexraw.com

Please include:

  • Your order number
  • Photographic evidence
  • Contact within 12 hours of receiving goods

⚠️ Complaints sent via social media or live chat may experience delays.

Customer Service Hours

Online & email enquiries are handled:

  • Monday–Thursday
  • 8am–12pm

For live delivery updates, customers are advised to contact FedEx directly for the quickest response.

📞 0330 133 6662


🏪 Store Address

WrexRaw


🕒 Store Opening Hours

Day

Hours

Monday–Thursday

10am–4pm

Friday

12pm–6pm

Saturday

10am–1pm

Sunday

Closed

Bank Holidays

Closed


🐶 Lots of love, from all of us at WrexRaw 🫶🏼

Link copied