We're really sorry to hear that there's a problem with your order - we'd love to put this right for you.
When you get in touch, please let us know as many details as possible about the situation.
Where relevant, please confirm:
The number of missing meals and how many of each recipe are missing.
The number of incorrect meals, along with what should have arrived and what arrived instead.
A list of any missing extras.
Was the box delivered damaged or open? If so, please provide photos if at all possible.
For any damaged items, please provide pictures, including showing the damage and product information such as the use-by date and batch number on the front of the package.
👉 For example, if pork was delivered instead of the ordered chicken, you can report this to the Customer Love team, and they will arrange for the correct recipes to be added to your next delivery, a credit or refund.
💡 By providing us with the above context, this will not only ensure our team can provide swift and effective support but also ensure that we can accurately report the issue to our internal teams.
Common Causes of Missing or Incorrect Items
Packing errors: all of our boxes are packed by hands so there can sometimes be an element of human error when counting exactly how many of each meal goes into each box.
Changes to your subscription: If you have made changes to your order, eg. portion size or meal selection, this needs to be done before the cut-off of your next box. If you make changes after the cut-off, the changes will only apply to future boxes. Timing is key!
Replacement or Compensation Options
If something appears to be wrong with your order, we would love to put this right.
We can usually offer either credit on your account, extra packs in your future box, changes to your next delivery date to make sure your dog doesn't run short of food, or even a refund. We'll chat through what option is best for you.
Need a Helping Hand from Our Customer Love Team?
If you still need some help, get in touch with our Customer Love team here. They will be glad to arrange a credit, replacement or refund for you as appropriate. Please note that due to food safety regulations, we are unable to accept returns or exchanges of delivered pouches.