FAQ
What people ask before they switch
Short answers. Deeper reading if you want it.
Safety and testing
Raw food raises sensible questions about safety. Here's how we handle it.
How do you ensure the food is safe?
Every batch is independently tested for pathogens and hygiene indicators. Nothing leaves the freezer until the results come back and the batch passes. The report is published, and the code on the tray takes you to the one for your batch.
What happens if a batch fails testing?
It will be destroyed. A failed batch will never be released, reworked, or shipped. That is what Hold and Release is for: nothing ships until the results are in and the batch has passed.
Will I be able to see the test results for my batch?
Yes. Every tray includes a QR code. Scan it and you see the full lab report for the batch your food came from, including test dates, results, and the laboratory that conducted the analysis.
Nutrition and formulation
Complete nutrition only matters if it's properly formulated and independently verified.
Is Protocol Raw Complete nutritionally complete?
Yes. The recipe is complete for every life stage, from puppies through to seniors, including pregnant and nursing dogs. A puppy needs more food for their weight than an adult, not different food, and the calculator accounts for that.
Why raw and not gently cooked?
We designed the recipe first, then chose the format that fitted it. Heat changes protein structure and can reduce some heat-sensitive nutrients. We saw no reason to add a cooking step the recipe did not need. What we give up is cooking as a way to control bacteria, so we control it another way: every batch is independently tested before it ships.
Why one recipe?
We built the formulation around what a dog needs across every life stage, using nineteen whole-food ingredients chosen for what each one contributes. The formulation that met that most precisely resulted in a single complete recipe.
What changes across your dog's life is the portion, not the recipe.
How do you achieve complete nutrition without synthetic additives?
Through ingredient selection. Each ingredient is there for a nutritional reason, from organ meats and bone to fish oil. Together they cover every nutrient a dog needs, at every life stage, from puppies through to seniors.
Is it suitable for puppies?
Yes. The recipe is complete for puppies as well as adults. Puppies should be fed more frequently (3-4 smaller meals per day) and their portions recalculated as they grow.
Feeding and transition
Start with the 7-day transition. The guide sets out each day.
How do I transition my dog to raw?
Every first order includes a 7-day transition guide with a day-by-day schedule and the gram amounts worked out for you. You gradually increase the ratio of raw to your dog's current food.
What if my dog gets loose stools during the transition?
This is normal in the first few days. Your dog's digestion is adjusting to a richer, less processed diet. It usually settles within a week. If it persists beyond 7 days, or if your dog becomes lethargic or refuses food, pause the transition and contact your vet.
What if my dog doesn't like it?
If your dog is cautious with new food, follow the transition guide and give them a few meals to adjust. What to do if your dog won't eat raw food.
How much should I feed my dog?
FAQ: How do you decide my box and delivery? Our planning engine starts with your dog's daily amount, then chooses the tray sizes, the box size and the delivery schedule together. It balances two things: matching that amount, and keeping the trays you open each day to as few as possible, within the feeding rules for your dog. If your dog's weight or activity changes, update their details and it re-plans. Your plan shows exactly how much they'll get. How much raw food should I feed my dog?
Subscription and delivery
Frozen delivery only works if it feels reliable and easy. That's the standard.
Where do you deliver?
We deliver to London postcodes: E, EC, N, NW, SE, SW, W, WC. Outside London, add your postcode for an update when your area opens.
How is the food delivered?
Your box arrives frozen via next-day courier in insulated packaging that keeps it frozen in transit. Transfer it to your freezer as soon as it arrives.
How do I store and serve it?
Store in your freezer at -18°C or below. 12 to 24 hours ahead of feeding, move the next day's trays to the fridge to defrost. Serve at fridge temperature or slightly warmer. Shelf life is 12 months frozen.
Can I pause, skip, or cancel?
Yes. You can pause your subscription, skip a delivery, change your box size, adjust your delivery frequency, or cancel entirely. No lock-in, no penalties. Changes just need to be made at least 48 hours before your next scheduled delivery.
Pricing and plans
We price based on what it costs to produce a complete, independently tested raw food.
How much does it cost?
It depends on your dog. A 15kg moderately active adult costs around £24 per week. The calculator works out the exact weekly cost based on your dog's size, age, activity level, and body condition. All prices include delivery.
What does the price reflect?
Two things. First, the ingredients. Oyster, cod liver oil, kelp and fish oil are what make the recipe complete. Those ingredients cost more. Second, every batch is independently lab-tested before it ships. That testing is a real cost, and it is in the price.
Is there a discount for the first box?
Yes. Use the calculator and £20 comes off your first box. It is applied automatically.