Frequently Asked
Questions.
Everything you need to know about raw feeding, ordering, delivery and more. Can't find your answer? Call us on 01942 719228 — we're always happy to help.
Ordering
Simply browse our online shop, add items to your basket and proceed to checkout. You can pay securely by card, PayPal or Apple Pay. Once your order is confirmed you'll receive an email confirmation. For local delivery or collection, your order will be ready same day if placed before 12pm.
Yes — call us on 01942 719228 during opening hours (Mon–Fri, 9am–5pm) and we'll take your order over the phone. Payment can be taken by card over the phone or on collection.
Orders can be cancelled or amended before dispatch. Please contact us as soon as possible on 01942 719228 or info@thedogoutlet.co.uk. A handling and restocking charge of £5 applies. If delivery has been attempted, a charge of up to £10 may apply.
You won't automatically receive an invoice, but you can download one at any time. Log in to your account, go to My Orders and download the invoice. Alternatively contact us and we'll email one across.
Absolutely. Our checkout is secured by SSL encryption and we use Stripe and PayPal to process payments — two of the most trusted payment processors in the world. We never store your card details on our servers.
Yes! Our subscription service lets you set up regular raw food delivery so you never run out. Choose your products, select your delivery frequency and we'll take care of the rest. Pause, amend or cancel at any time from your account.
Delivery
Yes — same day and next day local delivery within 8 miles of our shop (WN4 9DW), covering WN1–WN8, WA11 and WA12. Free delivery on orders over £25, just £9 otherwise. Order before 12pm for same day.
Yes. We deliver frozen raw dog food across the whole of the UK in specialist insulated packaging. Charges are weight-based — from £3 for orders up to 2kg, up to £9.50 for orders over 10kg. An additional £5 applies for frozen items.
Yes — our click & collect service is completely free. Pay online and collect from Unit 16, Kingfisher Court, Lockett Road, Wigan, WN4 9DW. Orders before 12pm are usually ready same day.
We dispatch all frozen orders deep frozen in specialist insulated packaging. However in extreme temperatures some defrosting may occur during national delivery. We cannot accept responsibility for items arriving defrosted — by ordering you acknowledge this risk.
Local Wigan deliveries are same day or next day (order before 12pm for same day). Nationwide deliveries go via DPD, APC and Royal Mail next day services. Next day delivery is not guaranteed by the courier.
Contact us on 01942 719228 or info@thedogoutlet.co.uk and we'll chase the courier. Damages, shortages or missing items must be reported within 24 hours of expected delivery.
Raw Feeding
Yes — when handled correctly, raw dog food is perfectly safe. Dogs' digestive systems evolved to handle raw meat with much higher stomach acid levels than humans. Always wash hands and surfaces after handling, use separate bowls and utensils, and store correctly in the freezer.
Adult dogs generally need 3–5% of their body weight per day. Puppies under 12 weeks need around 10%, reducing by 1–1.5% every 4 weeks. Use our free portion calculator for an instant guide.
Transition gradually over 4–5 weeks. Start with 80% old food and 20% raw, reducing old food each week until 100% raw. See our full switching guide for more detail.
We generally advise against mixing raw and kibble in the same meal as they digest at different rates. It's best to feed them at separate meal times or transition fully to raw.
Keep raw food frozen and defrost in the fridge 24 hours before feeding. Once defrosted, use within 2–3 days and never refreeze. Keep a dedicated freezer drawer for your dog's food, separate from human food.
We stock trusted UK brands including Prime Raw, Southcliffe, Bulmers, Albion, DAF and Natures Menu — covering 80/10/10 complete mince, tripe, nuggets, meaty chunks, bones and variety packs.
Products
Yes — alongside our dog food range we also stock cat food, bird food (pigeon, caged birds and wild bird including Bamfords and Bartholomews), small animal food, reptile supplies and fish/fishing products.
Yes — soft, washable and durable vet bedding in various sizes and colours. Ideal for dogs of all ages and particularly popular for older dogs, whelping boxes and travelling.
Yes — loose treats, treat packs and curated treat boxes. Everything is natural with no artificial additives — great for training, enrichment and dental health.
Yes — many of our products are suitable for puppies. We'd recommend starting with a simple single protein like chicken mince. Our team are happy to advise on the best products for your puppy.
Absolutely — we offer a range of mixed boxes and bundle packs. For large orders or trade enquiries call us on 01942 719228.
Returns & Refunds
Contact us before returning anything — all returns must be authorised first. Send to: The Dog Outlet, Unit 16, Kingfisher Court, Wigan, WN4 9DW. Items must be in original, unopened condition within 14 days. You are responsible for return postage costs.
Unfortunately we cannot accept returns of frozen or perishable goods once delivered, due to food safety regulations. If there's a problem with your order — damaged packaging, wrong items, missing items — report this within 24 hours of delivery.
Report damages, shortages or incorrect items within 24 hours of delivery. Contact us on 01942 719228 or info@thedogoutlet.co.uk with photos if possible and we'll arrange a replacement or refund.
Once your return has been received and inspected, refunds are typically processed within 3–5 working days to your original payment method. You'll receive an email confirmation once issued.
My Account
Create an account during checkout by ticking "Create an account" — or visit our My Account page at any time. Track orders, download invoices, manage subscriptions and save delivery details.
Log in to your account and go to My Orders. Click the relevant order and download the PDF invoice. If you're having trouble, email info@thedogoutlet.co.uk and we'll send it across.
Log in and go to My Subscriptions. View, pause, change frequency, update products or cancel at any time. Changes must be made at least 24 hours before your next scheduled delivery.
Go to the My Account page and click "Lost your password?". Enter your email address and we'll send a reset link. Check your spam folder if it doesn't arrive, or contact us.
Still need help?
Can't find your answer?
We'd love to hear from you.
Our friendly team are raw feeders themselves and always happy to help — feeding advice, order queries or anything else.