FAQ

All You Wanted to Know And More

What payment methods do you accept?

We accept all forms of major debit and credit cards through Squareup.

Where do you deliver?

Currently, we deliver all store products to Northern Ireland and Ireland and non-raw items to the rest of the UK.

WE CAN NOT DELIVER RAW ITEMS OUTSIDE OF IRELAND/ NORTHERN IRELAND. IF YOU CHECKOUT TO A LOCATION OTHER THAN NORTHERN IRELAND/ IRELAND, UNFORTUNATELY, YOUR ORDER WITH BE REFUNDED.

We only have one delivery method available at checkout to avoid confusion and to ensure quick and hassle-free delivery. The "Standard Delivery" option is sent out the following ways:

1 - For Raw deliveries (and deliveries which include Raw and other store items)  within Northern Ireland and mainland Ireland we provide a courier service or use own Bears Pets Van.

 

2 - For Non-Raw products we use Royal Mail.

When will my order arrive?

Royal Mail
-UK and Northern Ireland delivery is an estimated 2/3 working days

-Ireland is an estimated 3/4 working days.

Courier service & Bears Pets Van
-Northern and Southern Ireland is an estimated 2/3 working days. All orders must be placed before 1 pm to be packaged on that day. If placed after 1 pm, your order will roll over to the next day, meaning your estimated delivery time will start from that day.

You will receive a confirmation when your order is fulfilled/ ready to be dispatched, you will also receive an additional notification from DPD if you order through that delivery option.

Please understand these are estimated times, and delays may happen, we will try our best to keep you updated if such a situation arises, however, this is not always possible. please contact us with any queries or questions about your order and we will try out best to resolve it.

What if I’m not home?

For Courier Deliveries If you are not present when we arrive, we will leave your delivery in a safe place. Sometimes this is not always possible, and your delivery may be left at your front door. Please note that ownership of ordered goods will pass to you once we have delivered the order to your location.

How late can I place my order?

Orders must be placed by 1 pm for that order to be added to our list for that day. Orders after this time will be added to our list for the next day.

Will my order be frozen on arrival?

WE HIGHLY RECOMMENDED GETTING OVER 10KG OF RAW ITEMS WITHIN ONE SINGLE ORDER, ESPECIALLY TO DELIVERY LOCATIONS FAR FROM OUR SHOP (12B Dunluce Avenue, BT56 8BW, Portrush, Northern Ireland, United Kingdom).

 

This is to prevent the raw from defrosting upon arrival.  If you order (what we deem) a small quantity of raw or/and order to a delivery address far from our shop, we have the right to refund your order, as we believe the items may be defrosted upon arrival. 

 

BY ORDERING UNDER 10KG AND NOT FOLLOWING OUR SUGGESTIONS, YOU UNDERSTAND THAT IF WE CHOOSE NOT TO REFUND YOUR ORDER AND PROCESS IT, IT MAY BE DEFROSTED UPON ARRIVAL.

 

We try our best to keep all items frozen upon arrival however this can't always be guaranteed, and we ask you to contact us if you have any issues with your order upon arrival 07449676388. We either pack orders in Poly boxes, with ice or using the temperature of a large quantity raw to try our best to keep items frozen.

What days do you deliver?

Postcodes determine delivery dates. Dispatch time is usually 2/3 working days. Orders made after the 1 pm cut-off will automatically roll over to the next available day for your postcode.

What time will my delivery come?

The day before your delivery is due, you will receive an email with a delivery slot (usually 1-2 hours). Please check your spam box as emails can often get filtered out. 

My order is wrong, what do I do?

On rare occasions, we may have to substitute products, if so, it will be written on your delivery sheet. If you are missing items from your order or aren't happy with a substitution, please contact us on 07449676388