FAQs

Yes, our raw meals are prepared in DEFRA approved and APHA inspected facilities, ensuring the highest standards of quality, hygiene, and traceability. Using ethically sourced ingredients to carefully controlled production, every step meets rigorous UK government regulations for your peace of mind.

As our products are frozen and perishable, we are unable to accept cancellations or returns once your order has been packed or dispatched.

If you need to cancel or make changes, please contact us as soon as possible. If your order has not yet been processed, we will do our best to stop it in time.

You can cancel your subscription at any time through your account. Please allow at least 48 hours before your next scheduled delivery to ensure changes take effect. If your order has already been processed or packed, cancellation will apply to the following cycle.

If you have any issues or need help managing your plan, just head to our contact us page and our team will be happy to assist you.

The safest way is overnight in the fridge — just place the sealed roll on the bottom shelf. A 454g roll usually takes 10-12 hours to thaw this way.

Once defrosted, store any leftovers in an airtight container in the fridge and use within 2-3 days.

Can I defrost raw dog food on the counter?

No, we do not recommend defrosting raw food on the countertop. It may seem convenient, but it can actually be unsafe. The outside of the food thaws quickly while the inside stays frozen, which creates the perfect environment for harmful bacteria to grow, especially as it reaches room temperature.

What if I forget to take it out the night before?

If you forget to defrost the food in the fridge, you can use the cold-water method:

• Keep the food sealed or in a waterproof bag.
• Submerge it in cold or lukewarm water (never hot).
• Change the water every 20 minutes to speed up the process.
• It should thaw within 1-2 hours depending on portion size.

Avoid using hot water as it can start cooking the outside of the meat, especially if bone is present, which may make it brittle and unsafe.

Yes, dogs can eat frozen food as an occasional treat, and the firm texture may help slow down fast eaters. However, frozen food is not suitable for every dog, especially those with dental issues, sensitive stomachs, or who are prone to gulping may be at greater risk of choking or discomfort.

Some dogs can handle both, but it is best to be careful, especially with sensitive tummies. Kibble and raw digest differently and mixing them in the same meal can cause upset.

We recommend feeding kibble and raw in separate meals, about 12 hours apart, especially during the transition.

We do not recommend cooking Nutriyum Raw Dinners. Our recipes are carefully balanced using the 80:10:10 ratio of meat, bone, and offal, formulated specifically for raw feeding. Cooking changes the structure of raw bones, making them brittle and prone to splintering, which can lead to serious injuries to your dog’s mouth, throat, or stomachs.

Yes, we strongly recommend that someone is home to receive your delivery. Our food is frozen and perishable, so it should be placed in the freezer as soon as possible to maintain its quality and safety.

If no one is available, you may be able to nominate a neighbour or a safe place. Please ensure the box is kept in a cool, shaded spot until it can be frozen.

Please note: we cannot take responsibility for the condition of the food if it is left unattended.