Delivery Information

Delivery timeframe estimates are quoted in working days (not bank holidays or weekend days) are from time of dispatch and are not guaranteed.

We aim to dispatch orders placed by 2 pm on the same working day but this is not guaranteed (12pm for raw frozen orders - only dispatched Tuesdays-Thursdays).

Orders placed after those times will usually be dispatched the following working day (this also applies for orders placed on weekends or bank holidays).

If your parcel is delayed in transit we will do our best to chase the carrier however any such delays are out of our control and we are unable to refund delivery costs.

We deliver to many overseas destinations; please add products to your basket to obtain a delivery quote.

If you wish to amend or cancel your order please place the order on hold within your account and contact us.

A summary of popular services can be seen below. Please add products to your shopping basket for full options.

Location	Weight	Carrier	Price	Delivery Estimate From Point of Dispatch
Great Britain (inc highlands and islands) - economy options	0-750g	Royal Mail Large Letter	£3	3-5 working days
	0.75-2Kg	Royal Mail Tracked 48	£3	3-5 working days
	<£40	Economy (Yodel)	£4	3-5 working days
	£40+	Economy (Yodel)	FREE	3-5 working days
England, Wales & Scottish Lowlands - faster options	£0-40	DPD / DHL UKMail	£5	1-2 working days
	£40-60	DPD / DHL UKMail	£1	1-2 working days
	£60+	DPD / DHL UKMail	FREE	1-2 working days
	240Kg+	Palletised	FREE	1-3 working days
Isle of Man	£40+	Local Akela Van	FREE	3-5 working days
Northern Ireland & Republic of Ireland	<£40	DPD Ireland	£5	2-3 working days
	£40-60	DPD Ireland	£1	2-3 working days
	£60+	DPD Ireland	FREE	2-3 working days
	240Kg+	Palletised	FREE	2-3 working days
France (mainland)	0-20Kg	DPD	£12.50	Customs delays
	20-30Kg	DPD	£12.50	Customs delays
	30Kg+	DPD	£12.50	Customs delays
Austria, Belgium, Germany, Luxembourg, Netherlands	0-20Kg	DPD	£12.50	Customs delays
	20-21Kg	DPD	£12.50	Customs delays
	21-30Kg	DPD	£12.50	Customs delays
Czechia, Denmark, Italy, Hungary, Monaco, Slovakia, Slovenia, Spain (mainland)	0-20Kg	DPD	£12.50	Customs delays
	20-21Kg	DPD	£12.50	Customs delays
	21-30Kg	DPD	£12.50	Customs delays
Croatia, Estonia, Finland, Poland, Portugal, Sweden	0-20Kg	DPD	£12.50	Customs delays
	20-21Kg	DPD	£12.50	Customs delays
	21-30Kg	DPD	£12.50	Customs delays

Local Collection

Collection is available from our Isle of Man or Lowestoft warehouses. Please contact us beforehand to avoid disappointment.

Preventing Returns

We strongly encourage you to ask us questions about any product if you are unsure if it is suitable before you buy. We can advise you on specific issues, such as the best way to measure your pet or the uses and limitations of a product. When you receive delivery please check your parcel for any damage before signing for it and sign it as "UNCHECKED" even so.

Returning an Item

If you are not happy with the goods you receive you can, of course, return them to us. Please read the below returns procedures thoroughly.

In order to process any return we must first receive this request via e-mail - please specify your order number and the reason for the return and await confirmation from us before sending it back.

If you are returning because you have changed your mind you may return your order up to 14 days from the date of delivery as long as the goods are in a re-saleable as-new condition and preferably with all of their original packaging remaining intact (we recommend using Parcel2Go.com or similar; usually cheaper than the Post Office if over 2Kg - alternatively we have a special rate with DPD for parcels up to 20Kg dropped off at a local DPD Pickup shop via this link).

In the interests of hygiene we request that dog or pet hair be removed from fabric items such as harnesses before returning.

Perishable products such as food/treats/supplements may only be returned for a full refund if completely unopened.

Please remember that customers have the statutory duty to take reasonable care of goods whilst in their possession and in return transit to us.

The customer is responsible for any return costs, unless the item in question is faulty or mis-described.

Under circumstances where the goods are faulty or mis-described we will meet all reasonable delivery costs for product returns.

Once a return has been accepted in accordance with the above conditions, a refund will be processed within 30 days (usually sooner).

This returns policy does not affect your statutory rights.

Our returns policy is in accordance with the Distance Selling Regulations.

Akela Taste & Quality Guarantee

We're so confident that your furry friends will love Akela that we guarantee it. All Akela food is covered under our Taste Guarantee for 30 days from the date of purchase and up to the Best Before date under our Quality Guarantee (the food must've been stored in a cool, dry & dark place with the side gusset perforation holes taped up and batch number provided e.g. W-123456). Opened foods (limited to one per customer per annum if not defective, unlimited if defective) or sealed foods (no limit) can be returned to us at your expense (we will refund economy postage if our laboratory finds something wrong with the food).

Here are the terms:

You need to notify us by e-mail within 30 days of purchase that you wish to make a claim (or up to the best before date if you believe the product is defective). Please include your order number (or a copy of your receipt if you ordered via a stockist) along with a photo of the batch number and best before date.

If the food is not defective then you need to send the food back to us (not the stockist) in its original packaging at your own expense and it needs to be delivered to us within 14 days of the complaint being lodged (we recommend using Parcel2Go.com). If you believe the food is defective then we require photos via e-mail and a 300g sample to be posted to our laboratory (we will provide a reference number and postage address and will reimburse Royal Mail 2nd Class Large Letter postage. We will check and weigh the food and provide a refund for the residual weight minus a 10% re-stocking fee for non-defective opened foods or a full refund for sealed products.

If you ordered via a stockist then we will refund the stockist and they, in turn, should issue a refund.

To clarify, if you believe that there is something wrong with the food then we can conduct a laboratory test upon request. If the laboratory finds that there is something wrong with the food then we will refund your return delivery cost and provide a 10% discount off goods on your next order as a gesture of goodwill.