We're really sorry to hear your box has been delivered incorrectly.
If your box has gone to the wrong address, but you have been able to retrieve it:
Let our Customer Love team know by reaching out to them here and they will investigate with the courier to make sure it doesn't happen again.
If you haven't been able to locate the box and it was due for delivery today:
Head to our website and get in touch here. Our team will then contact the courier to see if the driver can collect and re-deliver the box to you. Our deliveries are insulated for up to 50 hours in transit, so even if the meals thaw they are completely safe to refreeze as long as they are cold to the touch.
If your meals are delayed beyond 50 hours:
If it appears unlikely that your box will reach you within the 50-hour safety period from when they left our warehouse, please contact our team as soon as possible. After 50 hours in transit, we do not recommend feeding the meals to your dog. We're here to help and ensure you receive a safe and suitable replacement.
Tip: You should be able to track your box journey by following these steps.