Frequently Asked Questions
Can't find what you're looking for?
We're here to help! Browse our frequently asked questions below or get in touch if you need any further advice. Whether you're shopping in-store, ordering for local delivery or ordering online, our team is always happy to help.
Visiting Our Shop
Where are you located?
Our shop is just a 3 minute drive, or 10-15 minute walk, from Gorleston High Street. Located on Longs Industrial Estate in Gorleston, near Great Yarmouth, Norfolk.
Our address is: Unit 39, Longs Industrial Estate, England's Lane, Gorleston, Norfolk NR31 6NE.
What are your opening hours?
Our opening hours are listed at the bottom of our website and on our Facebook page. If opening times change for bank holidays or special occasions, we'll always do our best to let customers know in advance.
Our usual hours are:
Monday 12pm-7pm | Tuesday Closed | Wednesday 10am-4pm | Thursday 12pm - 7pm | Friday 10am - 4pm | Saturday 10am - 4pm | We are closed Sunday and all Bank Holiday Monday's
Is parking available?
Yes. There is plenty of free parking is available, including directly outside our shop, making it easy to load larger orders into your vehicle.
Can I bring my dog into the shop?
Yes! We love welcoming dogs into our shop, but we do ask that owners help us keep it a safe and enjoyable environment for everyone.
Please ensure your dog:
Is well behaved and under your control at all times | Is kept on a short lead whilst in the shop | Is friendly towards people and other dogs | Is not allowed to jump up at the counter, stands, freezers or other customers | Does not roam freely or go off lead.
If your dog has an accident please let a member of the team know so we can provide you with cleaning products. We also ask that owners prevent dogs from helping themselves to treats or products from the shelves.
Please keep barking to a minimum wherever possible, as excessive barking can make it difficult for our team to assist customers and may disturb our resident rescue dog.
Products
Which brands do you stock?
We stock one of the largest selections of frozen raw pet food in the area, with over 23 trusted frozen brands, alongside a huge range of natural treats, supplements, toys and accessories. As our range is continually expanding, please visit our Frozen Brands page or contact us if you're looking for something specific.
Are your raw food suppliers DEFRA approved?
Yes. We only stock raw food from reputable manufacturers who meet the relevant UK regulations for producing raw pet food. We carefully choose brands we trust, and happily feed to our own dogs and cats, to provide you with high-quality products for your own pets.
Do you only sell raw dog food?
No. Alongside frozen raw food, we now offer a small range of steamed, cooked dog food. We also stock natural treats, chews, supplements, healthcare products, enrichment toys, accessories and much more. We also have an expanding range of food and products for cats.
Do you stock cat food?
Yes. We have a dedicated range of frozen raw cat food, natural cat treats and selected cat products in-store.
Do you sell natural treats and chews?
Absolutely! We stock a huge range of 100% natural treats and chews suitable for dogs of all ages and sizes, including training treats, long-lasting chews, air-dried products and healthy, tasty rewards and snacks.
Do you stock supplements?
Yes. We offer carefully selected ranges of natural supplements to support joint health, digestion, skin and coat condition, calming, immunity and general wellbeing, most of which we have used personally for our own dogs. If you're unsure which supplement is suitable, we're always happy to help.
Ordering
How do I place an order?
Ordering from Naturally Raw Dog Food is easy. You can visit us in-store, place an order online for our nationwide delivery products, or contact us by phone, email or Facebook messenger for local deliveries and Click & Collect. If you're unsure what you need, we're always happy to offer support and help you choose the right products for your pet.
Do you have an online shop?
Yes! Our online shop offers an ever growing, wide range of non-frozen products, including natural treats, supplements, toys, accessories and healthcare products, all available for nationwide delivery.
Our frozen raw products aren't currently available to purchase through our online shop. If you're local, or on holiday locally, please contact us to arrange a local delivery or Click & Collect order.
Can I order for Click & Collect?
Yes. Simply place your order by phone, email or Facebook messenger, letting us know your preferred collection day, and we'll get it ready for collection from our Gorleston shop.
Can I order by phone, email or Facebook messenger?
Absolutely! Many of our local customers prefer to order this way. Simply let us know what you'd like, making sure to include the brand, product and quantity, along with your name and contact number, and we'll prepare your order for delivery or collection. If you're not sure what products you need please call us, we're always happy to help.
What happens if an item is out of stock?
Our ordering service is personal. If an item you've ordered is temporarily unavailable, we'll contact you to discuss suitable alternatives or adjustments before completing your order whenever possible. We believe in offering helpful advice rather that simply cancelling products.
Delivery
Which areas do you deliver to?
We offer a local, refrigerated van, delivery to large parts of Norfolk and North Suffolk.
Our delivery area continues to grow, so if you're unsure whether we cover your postcode, please get in touch and we'll be happy to check.
Do you offer nationwide delivery?
Yes. We offer nationwide delivery on our range of non-frozen products, including natural treats, supplements, toys and accessories.
Frozen raw food is currently available through our local refrigerated delivery service or Click & Collect only.
Is there a minimum order value?
There is no minimum order value for Click & Collect.
Our local delivery service has a minimum order value of £20.
How much does delivery cost?
Our local delivery charges depend on where you live, with charges starting at £4.50. Full details can be found on the Delivery Info page, or you can contact us for a personalised quote.
What if I'm not at home when you deliver?
If you know you won't be home, please let us know before your delivery. In many cases we're happy to leave your order in a safe place or with a neighbour, provided you've given us permission. We'll always do our best to make your delivery as convenient as possible.
Advice and Support
I'm new to raw feeding. Can you help?
Absolutely! Whether you're completely new to raw feeding and looking to make the switch, or experienced and needing some pointers, we're always happy to answer your questions and help you choose suitable products.
While we aren't veterinary professionals or qualified canine nutritionists, we have many years of hands-on experience feeding raw and helping thousands of customers choose the right products for their pets.
We regularly attend industry seminars, training events and manufacturer presentations to keep our knowledge up to date and provide advice based on current best practice.
We'll always give honest, practical guidance based on our experience. If your pet has a medical condition or requires specialist advice, we'll recommend speaking with your veterinary surgeon or provide information for you to find a suitably qualified nutrition professional.
You can find some fantastic information sources on the Learning, Help & Support page of our website.
Can you recommend products for my dogs needs?
Yes. Every dog is different, so we take the time to chat with you about your dog's age, breed, lifestyle and individual needs before recommending suitable products. Whether you're looking for support with digestion, joints, skin, weight management or enrichment, we're always happy to help.
Do you offer a personal ordering service?
Yes, and it's something we're really proud of. Unlike many online retailers, our service is personal. If you're unsure what to order, need recommendations or a product is unavailable, we'll work with you to find suitable alternatives. We believe in building relationships with our customers, not just processing orders.
Can you help if I can't find what I'm looking for?
Absolutely. If we don't currently stock a product, we'll do our best to either source it, where possible, or recommend a suitable alternative. Just ask a member of the team.
General Questions
Can I return products?
If you have a problem with a product, please contact us as soon as possible. Due to food safety regulations, some products cannot be returned once they've left the shop, or been delivered to you, this includes all frozen items, unless there is a manufacturing fault. However, we'll always do our best to resolve any issues fairly and quickly.
What if I'm unhappy with a product or service?
Customer satisfaction is extremely important to us. If you're unhappy for any reason, please contact us as soon as possible. We'll listen to your concerns and do everything we can to put things right. We value your feedback, as it helps us to continue improving the service we provide.
How can I contact you?
You can contact us by phone, text, email, Facebook messenger or by visiting our shop in Gorleston.
You'll find links to all of our contact methods in the footer at the bottom of every page on our website, along with our opening hours, address and other useful information.
Still Need Help?
Can't find the answer you're looking for?
Give us a call
Send us a text
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Email us
Or pop in to our Gorleston shop - we're always happy to help
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