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.
Where relevant, please confirm:
Please let us know the number of missing meals and how many of each recipe are missing.
If you have the correct number of meals, but you have been sent the incorrect recipe mix, please let us know what should have arrived and what arrived instead.
Was the box delivered damaged or open? If so, please provide photos if at all possible.
For any damaged meals, 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 meals arrived instead of chicken meals, let us know and we will have this sorted out for you.
💡 By providing us with as much information and context as possible, you 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 hand, 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, offer extra packs in your future box to make up for a shortfall, and/or change your next delivery date, to ensure your dog doesn't run short of food. We can chat through what option suits you best.
Need a Helping Hand from Our Customer Love Team?
If you still need some help, get in touch with our Customer Love team here.
Please note that due to food safety regulations, we are unable to accept returns or exchanges of delivered pouches.