Very rarely, the courier may mark your box as "disposed", which means it won't reach you as planned. It feels wasteful, but it's usually for your safety. Since the box contains perishable food, if the exterior is badly crushed or torn, the courier is often instructed to dispose of it to avoid you receiving something that is damaged beyond use.
When a box is disposed of by the courier, they usually alert us so we can contact you proactively, but if you spot this in your courier tracking, please let us know asap.
We'd ask you to reach out to our Customer Love team to discuss arranging a replacement box if necessary. If you are without food and need some urgently, many Pets at Home and Maxi Zoo stores stock Butternut meals. You can find store locators for both shops here.