We are so sorry to hear that your Butternut Box has not reached you as planned. We know how important it is to keep those bowls full, and we will do everything we can to get this sorted for you as quickly as possible. To address a late or missing delivery, please follow the steps outlined below to track your parcel or contact our Customer Love team for a resolution.
How to Track Your Butternut Box
If you have not done so already, we recommend checking the tracking information for your order. Checking the tracking for your order allows you to see the most recent updates from the courier, which may provide specific insights into why a delay has occurred or where the box has been left. You can find your tracking link in your delivery confirmation email or within your Butternut Box online account.
If Your Box Is Marked as Delivered but Cannot Be Found
In some cases, a courier may mark a box as delivered even if it is not immediately visible. If you receive a message from DPD or Yodel stating that your box has arrived but you cannot find it, please take the following steps:
Conduct a thorough check around the exterior of your property to see if the box has been left in a "safe place."
Review the delivery photo provided by the driver in your tracking link for a visual reference of where the box was placed.
Speak with your neighbours to see if the parcel was accepted on your behalf.
Contact our Customer Love team if you still cannot locate the box or if you suspect it may have been stolen.
If Your Delivery Has Been Refused
If you receive a notification from one of our couriers stating that your box has been "refused," this means the parcel is likely being returned to our warehouse. Please reach out to our team immediately so we can investigate the cause of the refusal and get a replacement on its way to you.
Managing Your Dog's Meals During a Delay
If a delivery delay has left you short of meals for your dog, we understand this can be a worrying time for some of us as pet parents. To help you keep your pup's tummy happy while you wait for your delivery to arrive, we have put together a dedicated guide with advice on quick top-ups and safe, home-cooked alternatives.
For more information on what to feed your dog in the interim, please refer to our article: What's for Dinner? Ideas to Help When You've Run Out of Meals
Safety Guidelines for Delayed Meals
It is essential to monitor how long your meals have been in transit to ensure they remain safe for your dog to eat. To calculate the transit time, count the number of hours from the moment the box leaves our warehouse to the moment it arrives at your door.
The 50-Hour Safety Rule:
Under 50 Hours: If the box arrives within 50 hours of leaving our warehouse, the meals are safe to refreeze or serve, provided they are still cold to the touch and not room temperature.
Over 50 Hours: If it appears unlikely that your box will reach you within the 50-hour safety period, please contact us immediately. After 50 hours in transit, we do not recommend feeding the meals to your dog.
Need a Helping Hand from Our Customer Love Team?
If you still need some help, get in touch with our Customer Love team here.