By placing a Raw Food Courier order with Dragonfly Products, the customer agrees to the following terms and conditions:
Frozen Raw Food Orders
DHL will deliver your raw food once shipped from our warehouse
Customers must provide an accurate delivery address and any necessary details to ensure successful delivery including phone number.
If no one is available to receive the order and no alternative instructions are provided, the parcel will be left at the address unattended. Dragonfly Products will not accept liability for parcels left unattended.
Parcels cannot be returned to the depot.
Frozen Packaging & Responsibility
Dragonfly Products packs goods to remain frozen for 24-48 hours post-dispatch. However, we cannot guarantee they will stay frozen upon arrival.
Goods are shipped in insulated packaging designed to slow thawing. Weather conditions may impact this period. In periods of intense heat, we reserve the right to delay the shipment of deliveries.
If products partially thaw upon arrival, place them in the freezer immediately. Refreezing is safe if the goods remain cold and unspoiled.
Spoiled Goods & Liability
Goods are considered spoiled if they arrive at a temperature above +3°C.
If items arrive spoiled on or after the delivery date, Dragonfly Products is not liable for refunds or replacements.
Delivery Notifications & Instructions
On the morning of delivery, customers receive a text notification from DHL with a 1-hour time slot.
Orders can be tracked via mobile. If unavailable at delivery, provide clear instructions to leave with a neighbor or in a safe place.
DO NOT request a reschedule, as the goods are perishable.
Non-Refundable Regions
Orders to Scotland & Highlands are placed at your own risk due to the extended delivery distance.
Lost/disposed parcels will not be refunded.
Raw Dog Food Disclaimer
Customers acknowledge that Dragonfly Products is not responsible for parcels lost or delayed in transit and any complaints will be raised by the customer directly with DHL.
By proceeding with the order, customers waive any claim for refunds on perishable raw dog food.
