Straight answers.

Resting energy for your dog's weight (70 x kg^0.75), multiplied for life stage, neutering, body shape and activity, minus a bit if they get treats. Divided by the recipe's energy density gives grams a day. It's a starting point: every bag we email a check-in and you can nudge it up or down from your account.

One price per kilo for each recipe, and that's it. No service fee, no delivery charge on a plan drop, and nothing to choose between: every plan gets the named-dog bag, the daily portion printed on the label, the portion re-checked every drop and whenever they gain or lose, monthly re-portioning for puppies, and free recipe swaps. Our first hundred Newcastle households (the Founding 100) pay the founder price, locked for 24 months; after that, and for everyone else, it's the list price, locked 12 months at a time. Today's prices are on the home page and in the shop, and the quiz shows yours per delivery, per month and per day before you give us anything. A one-off bag from the shop is the list price per kilo.

So the sample-to-plan jump costs you as little as possible. The discount applies to the first bag of every dog on a new account. It doesn't stack with a referral bonus bag: you get whichever is worth more.

Yes. 'Add another dog' on the plan page. Each dog gets their own recipe, portion and gap; we deliver them together on one drop.

No. Tell us a safe place in your account (Details) and we'll leave the bag there and email you a photo. If there's no safe place and no answer we'll try a neighbour, then bring it back and WhatsApp you.

Newcastle upon Tyne postcodes only for now — dry and raw both. The quiz tells you straight away if you're out; leave your email and you're first on the list when the round extends.

Every postcode area has a run day, like a milk round: Gosforth, Kenton, Westerhope and Newburn on Mondays; the city centre, Jesmond and Fenham on Tuesdays; Heaton, Byker, Benton and Longbenton on Thursdays. Your postcode tells you yours at checkout. No time windows: we text when the van's on its way and photo the bag where we leave it. Need one sooner? An off-route drop on another run day is £3, two a day, first come first served. Bank holidays roll to the next run.

Nothing on a plan. A one-off shop order under the free-delivery threshold carries a small delivery charge, and the basket shows it before you pay.

Three days before each delivery, and you get an email the day before that. Anything changed before the charge (skip, pause, gap, bag size) applies to that delivery.

'Bring it forward' on your plan page moves the next drop to your area's next run day. Or change the gap: 14, 21, 28 or 42 days.

From your account, any time before the next charge. One control, on your phone, at eleven at night if you like. No phone call, no email, no reason needed, and nothing you have to click past first — confirmed by email within minutes. Pause holds your price; cancel and come back within 12 months and you keep it too. If cancelling ever fails, message us and we treat the plan as cancelled from the moment you first tried and refund anything taken after it. That is promise one in our terms, not a policy we can quietly change.

No. Tell us within 14 days of the delivery and we do two things: swap you to a different recipe free, and lift the food you don't want on your next run day. You don't post anything back and you aren't left with a cupboard of something your dog turned its nose up at. Most refusals are a switching problem rather than a taste problem — going too fast — so we'll usually suggest the mixing guide first, but the offer stands either way.

No, and it's in the terms. If anything in the composition changes — a different protein, a different grain, a new supplement, even a change of mill — every customer on that recipe gets an email before the changed stock goes out, saying what changed and why, with a free swap or a clean cancel if you'd rather not. Quiet reformulation is how dogs end up ill and owners end up finding out from a vet, and we won't do it.

Yes, ask and we'll apply it. Your price is locked anyway (24 months for the Founding 100, 12 months at a time for everyone else), but if we're running something for new sign-ups you're entitled to it too. Looking after new customers better than the ones you already have is the fastest way to lose the ones you already have.

Yes, from the next bag. We'll send a 7-day switch guide with it (quarter new for three days, half for three, then all in). If your dog doesn't take to it, WhatsApp us and we'll swap the bag.

Tell us on the rating after the drop or WhatsApp us. First bag: full refund or a different recipe, your choice. We come and get the open bag so nothing's wasted. Sample first if you're not sure; they're free.

We retry on day 1, 3 and 5 and email each time; you can update the card from your account in a minute. After the third failure the plan pauses rather than piling up. Nothing is delivered unpaid and nothing goes to debt collectors.

Some banks ask for an extra tap (3-D Secure). You'll get an email with a one-click confirm link; the delivery goes ahead once it's approved.

Yes. Wey Aye Raw comes from an established UK raw pet food producer, in sealed frozen blocks with the producer's own label on. We don't open, split or repack anything, and we'll name them here the day the contract is signed. Four recipes: chicken, beef & turkey, duck & salmon, and tripe & turkey.

About 2–2.5% of bodyweight a day for an adult, more if they're working or very active, less if they're carrying weight or getting on. Puppies eat far more — up to 8% at eight weeks — so we re-do the number every month and change the drop for you. A 30kg Labrador is about 750g a day.

Frozen, in an insulated box with ice packs, on your area's run day. It has to go straight into your freezer, so we hand it over, put it in a cool box you leave out, drop it with a neighbour, or use your garage freezer — you pick at checkout. We can't leave raw in a porch.

We send the number of blocks that covers the gap, so nothing piles up. A 30kg dog on a fortnightly drop gets seven 1.5kg blocks — about the size of a large shoebox. Want smaller drops? Change the gap to weekly on your account and the drop halves.

One price per kilo for each raw recipe, the same way as dry: the Founding 100 price while places last, otherwise the list price. Today's prices are on the home page and in the shop. Raw costs more a month than dry because dogs eat far more of it by weight: a 30kg Labrador on 2.5% of bodyweight eats about 750g a day, and the quiz works out exactly what that comes to for your dog. There's no delivery charge on top: we hand it to you frozen off our own van, never a courier.

The minces are meat, bone and offal. Add our veg & supplement mix (a fortnight's worth, in the shop) for a balanced bowl, or use your own vegetables and supplements. The label on every block tells you exactly what's in it. If you're new to raw, say so and we'll talk you through it at the door.

Most dogs switch to raw in one go: a light first day, then their full portion. Don't mix raw and kibble in the same bowl. Puppies, older dogs or dogs with a health condition: ask your vet first. Loose stools for a day or two is normal; if it goes on longer, WhatsApp us and we'll adjust the recipe or the portion.

Same rules as raw meat for people: wash hands, bowls and surfaces after handling, defrost in the fridge not on the counter, and use within 24 hours of defrosting. Keep it away from anyone in the house who is very young, very old or unwell.

An established UK feed mill, making complete food to FEDIAF standards, to our recipes and in our bag. We'll name them here the day the contract is signed. Composition and analytical constituents are printed on every bag. Our own feed business registration is in progress — the Legal page says exactly where we've got to.

Yes, a complete dry food for dogs, made to FEDIAF guidelines. Feed it on its own with fresh water. Treats are fine; tell the quiz you give them and we'll trim the portion.

Little 'Un is higher in protein and fat with a smaller kibble; we re-run the portion every month as they grow. Wise Owld is salmon and squash, lower in calories, for dogs past seven (six for the big breeds). A puppy moves to an adult recipe at 12 months (18 for the big breeds); we'll email before we switch.

Tell us what your dog can't have and we'll steer clear of it, and a person double-checks before the first bag. We check every exclusion against the real ingredient deck of every recipe, not against the name on the front, and the check runs again at checkout so a saved plan can't slip one through. If nothing we stock clears the list, we say so and put a person in front of it — we don't sell you the closest thing and hope.

Wise Owld. Salmon and squash, one animal protein, no grain, and no beef, poultry, lamb, dairy, egg, soya or wheat anywhere in it. It's our cleanest recipe by a distance. Gentle Lamb is not the answer despite the name — it's gentle on a sensitive stomach, but it contains poultry oil, fish meal and maize gluten, so it is not a limited-ingredient food and we don't pretend otherwise.

Because the proteins a dog's immune system actually reacts to are shared across the birds. A dog that reacts to chicken quite often reacts to turkey and duck as well, so treating them as different things would mean selling you the same allergen under another name. Same story with beef and lamb, which are both ruminants — if beef is out, we'll ask whether you want lamb left out too rather than assuming either way.

Probably not, and we'd rather say that up front. Most itchy dogs are itchy because of fleas or something in the air — house dust mite and pollen are far commoner culprits than dinner. Food is a real cause in a minority of cases. The only thing that reliably settles the question is an eight-week trial on a single novel protein with absolutely nothing else passing their lips, then putting the old food back to see if the itch returns. That's a conversation to have with your vet, and if you're doing one we'll supply the food and keep every treat and chew off the van while it runs. What we won't do is take your money for a year on the promise that a different bag will sort it.

We don't use the word, because in the UK it has no legal definition — anyone can print it on anything. We'll tell you exactly what is in a recipe and exactly what we've left out, and you can judge it. Our ingredient decks come from the manufacturer's published specifications; until we have signed spec sheets in hand we label them as provisional and say so on the page.

Stay on it and talk to your vet before changing anything. Hydrolysed and other veterinary diets exist for good reasons and we don't stock them. Put it in the box at the end of the allergy question and we'll know not to pester you.

Keep it sealed, cool and dry. Best-before and batch are printed on every bag and on your order. The scoop and bag clip come free in your first drop.

100g, no card, no sign-up. Ask through the site, on a door card or on WhatsApp and we'll drop it on the next run through your street. One per dog.

Your code is in your account and on every email. A friend who uses it gets their first bag half price; when their first bag delivers, your next bag is free. Top referrers each month go on the Top Dogs board.

If we owe you (late drop, wrong bag), we add credit to your account and it comes off the next charge automatically. Refunds go back to the card within 5-10 working days.

Export or delete everything from your account (Details, then Your data). Every marketing email has an unsubscribe link that works first time. Full detail in our privacy notice.