Feeding Guide
Returns?
Due to the nature of the product we are unable to accept returns or offer any credit/refunds for our Raw/Cold Pressed Food.
When will I receive my raw food order?
If you live within our standard delivery areas (see below for locations outside of this), we endeavour to process and dispatch all raw food orders placed before 12 noon, Monday to Friday for next day delivery (inc Saturday Delivery). During extremely busy periods, orders may be dispatched the following day.
We are closed on all Bank Holidays, so if you order Friday after noon and the following Monday is a bank holiday your order will be dispatched Tuesday.
*Please note we ‘aim’ for next day delivery but cannot ‘guarantee’ next day delivery.
Your order is usually good for 48 hours from dispatch and up to 72 hours in the colder weather.
Orders received after 12 noon will be processed the next day. Any orders received Friday, Saturday or Sunday will be dispatched on a Monday (except for bank holidays when orders will be dispatched on Tuesdays).
Shipping considerations – raw food
We ship to most locations in the UK Mainland; however, Northern Ireland, the Islands and Highlands of Scotland, parts of Northern Scotland, the Isle of Man, Scilly Isles and Channels Islands are not within our standard shipping areas. Therefore, delivery to these locations can be restricted, will take longer, and a minimum order of 25kg is recommended.
Delivery
Whilst DPD aim to deliver within 24 hours we cannot guarantee it, The food is good for 48 hours and in some cases longer (weather dependant) so long as the food is firm to touch on arrival it is perfectly safe to refreeze. Our food is manufactured frozen so refreezing it once providing it is firm to touch is perfectly safe for dogs.
Please ensure you have downloaded the DPD App for any food deliveries, We are not responsible for your parcel once they have delivered it to a safe place, ensure you are home or you specify where to leave it. Your parcel is your responsibility.
Please ensure you have downloaded the DPD App for any food deliveries, We are not responsible for your parcel once they have delivered it to a safe place, ensure you are home or you specify where to leave it. Your parcel is your responsibility.
You will receive a direct notification email from our courier company to confirm delivery on the day we dispatch your order. You will also receive a message on the delivery day, providing a time slot. If this is not received, contact us via our website contact link to enquire when to expect your order.
If we anticipate a delay with your delivery, we will aim to contact you as soon as possible to advise.
If you do not answer your door DPD will leave it in the safest place possible, It is a food order and cannot be returned to the warehouse. DPD will txt and email you with a time slot, if someone cannot be home at the time specified then ensure you update DPD with a safe place or neighbour to leave it with, this is your responsibility. Once DPD have delivered it to a safe space it then becomes your responsibility.
How do i change my Raw Food Renewal Date?
To change the date your next shipment/payment is due, please email contact@southenddogtraining.co.uk with your details and when you would like your next shipment and we will update this for you. Please email us from the registered email address on our system.
Do I have to be in to receive my raw food order?
Yes, our food is perishable; therefore, placing it into a freezer as soon as possible is advisable.
If you can’t be home to accept delivery, you can nominate (via the courier’s app) to leave with a neighbour. The parcel will need to be refrigerated, or in a cool place and out of direct sunlight, until you collect it from them.
If you instruct the courier to leave your goods in a safe place or with a neighbour, you are responsible for the condition you receive them in.
Food Subscriptions
All subscriptions remain valid until cancelled, No refunds are offered on any subscription service.
If you wish to cancel but stay in the groups for as long as possible we recommend cancelling 2 days before your next payment is due as when you cancel you are removed from all groups straight away, no exceptions. This is due to admin reasons, we offer this service at the lowest cost possible and this way it makes it easier for us to track who should be in the groups and who shouldn’t be.
How to cancel your subscription
- Log in to your account
- Go to your ‘Account’ page
- Select ‘Subscriptions’ from the table on the left of your screen
- Click on the ‘View’ button next to the subscription you want to cancel
- Click the ‘Cancel’ button next to ‘Actions’.
Your subscription will now be cancelled.
How do I reactivate a suspended or cancelled subscription?
- Log in to your account
- Go to your ‘Account’ page
- Select ‘Subscriptions’ from the table on the left of your screen
- Click on the ‘View’ button next to the subscription you want to reactivate
- Click the ‘Reactivate’ button next to action.
How do I change the address my order is delivered to?
- Log in to your account
- Go to your ‘Account’ page
- Click on ‘Addresses’
- Select ‘Edit’ under shipping address
- Enter the new address details in the form
- Click save address.
Sourcing our ingredients
We deal directly with our suppliers, so we know exactly where our ingredients come from. This allows us to check that all of our ingredients are 100% accurate. We think your dog deserves to eat just as well as you do, which is why we only use human grade meat.
Made to perfection
Our suppliers have been producing and working with meat for over 40 years. This gives them a great deal of experience in perfecting what we do. Our recipes have been created with your dog’s needs in mind. This is reflected in the quality of ingredients through the Southend Dog Nutrition ranges.
Nothing artificial, everything essential
All of our recipes are made without artificial ingredients. We only add natural products to our recipes, for example turmeric, black pepper and spirulina. We think a dog’s food should be just as nature intended, artificial-free and raw. Our food is 100% fresh and grain & gluten free.
Respecting our countryside
We are acutely aware of our impact on the local environment and beyond. We are constantly reviewing new packing ideas as the technology develops, and we welcome the time when fully leak-proof packaging can be compostable too.
With us there are no polystyrene boxes.
Packaged responsibly
Our tub and lids are moulded from a single material, polypropylene (PP), which is fully approved for direct food contact. PP is officially “widely recyclable” meaning that more than 75% of local authorities in the UK collect the material directly from households for recycling.
Become a Stockist
To become a stockist please email contact@southenddogtraining.co.uk with your details and shop location
DEFRA Approved
We are a DEFRA-registered raw food company, meaning we must abide by specific EU legislation that covers the raw dog food manufacturer.
There are over 50 pieces of legislation that govern the manufacture of dog foods, but some of the most pertinent for raw feeding relate to EU Animal by-products regulations 1069/2009 and 142/2011.
Being registered under DEFRA, we must adhere to strict government guidelines which give you, our customers, absolute peace of mind, knowing that your dog’s feed has been sourced, processed and packaged within a safe, hygienic environment.
Microbiological testing (for Salmonella and Enterobacteriaceae) is carried out on a batch by batch basis by Microsearch Laboratories to ensure and maintain the quality and safety of our products.
There is a restricted list of raw materials that Southend Dog Nutrition is permitted to use in dog foods. Things like feathers, pelts, hooves and horns are not permitted because the potential pathogen risk in raw food would be too high. These animal by-products are allowed in dog food intended to be cooked.
EU legislation also dictates that all raw material used for dog food by DEFRA-registered companies must be gland-free, eliminating the potential for animals to develop endocrine disorders such as hyperthyroidism, which has occasionally been reported in dogs consuming raw thyroid tissue.
EU legislation also has a ‘zero tolerance’ policy towards Salmonella in raw dog food products; DEFRA-registered raw food manufacturers must send samples of their raw food to verified, independent labs to be tested for Salmonella. The results are sent to APHA. The agency also carries out regular inspections of the manufacturing facilities of DEFRA-registered raw dog food companies.
