Doug & Bone Shipping Policy

Last updated: 21 October 2026

At Doug & Bone, we aim to deliver your dog's favourite food, treats and essentials safely and reliably. This policy explains how we process and deliver orders placed through our website.

1. Delivery Areas

We offer delivery to selected locations within the United Kingdom, subject to the delivery options available at checkout.

Delivery availability may vary depending on your location and the products ordered. If delivery is unavailable to your address, please contact us to discuss the options available.

2. Delivery Charges

Delivery charges are displayed at checkout before you complete your purchase.

Any free delivery offers, minimum spend requirements or promotional delivery terms will be communicated where applicable.

3. Order Processing and Delivery Times

We aim to process orders as quickly as possible. Processing and delivery times may vary depending on stock availability, your location, the delivery method selected and the time your order is placed.

Estimated delivery times will be provided where available. These are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

If we become aware of a significant delay affecting your order, we will aim to contact you using the details provided at checkout.

4. Raw and Frozen Food Deliveries

Raw and frozen pet food requires appropriate handling and storage to maintain product quality.

Please ensure suitable arrangements are in place to receive your delivery and transfer frozen products into appropriate frozen storage promptly after receipt.

Customers are responsible for providing accurate delivery details and following any delivery instructions agreed at checkout.

If your raw or frozen food arrives damaged, appears to have been mishandled or raises concerns about its condition, please contact us promptly with your order number and photographs where possible. We will investigate and arrange an appropriate resolution in accordance with your statutory rights.

5. Missed Deliveries and Delivery Instructions

Please provide accurate delivery details and any relevant access instructions when placing your order.

If a delivery cannot be completed because the address is incorrect, access is unavailable or nobody is available to receive it where required, additional delivery arrangements or charges may apply where lawful and communicated to you.

For deliveries containing raw or frozen food, please follow the delivery instructions provided and contact us promptly if you have concerns about the condition of your order.

6. Incorrect, Missing or Damaged Orders

If your order arrives with missing, incorrect or damaged items, please contact us as soon as possible.

Please include your order number and a description of the issue. Photographs can help us investigate more quickly.

We will assess the issue and provide an appropriate resolution in accordance with our policies and applicable consumer law.

7. Local Delivery and Special Delivery Arrangements

Local delivery services, scheduled delivery routes and special delivery offers are subject to the locations, dates and conditions advertised at the time of purchase.

Where a delivery date or delivery window is agreed with you, we will make reasonable efforts to meet it.

8. Contact Us

If you have any questions about delivery or an existing order, please contact us:

Doug & Bone

Email: info@dougandbone.co.uk
Telephone: 01702 417715

Please include your order number when contacting us about an existing order.

Nothing in this policy limits your statutory rights under applicable consumer law.