The Cut-off for Changing or Cancelling Deliveries

You’ve usually got until 11 pm, two days before your delivery arrives to make any changes. For example, if your delivery is on a Friday, you have usually got until 11 pm Wednesday night to make adjustments to that order.

Once the cut-off deadline is passed, the packing details are sent, the box is charged and it’s no longer possible to make any changes.

Important: For locations with a two-day delivery time, the cut-off is three days before your box arrives.

If you log in to your online account or app, you will be able to see your most recent past, and upcoming orders listed under the deliveries section. If the cut-off has not yet been reached for your upcoming order, you will see a time displayed to let you know how long you have to make changes.

If you have missed the cut off for your upcoming box, you will no longer be able to make changes to that box and can only make changes to your plan, starting with the next order in your schedule.

In your account, you will see the countdown of time until your delivery day.

Please note: Due to the volume of boxes being packed every day, our team will not be able to stop the box at this stage.

If your delivery falls on a public or bank holiday, cut-off times may be earlier. Be sure to check your emails for updated information so you don’t miss the deadline. We will always communicate a change to cut-off times in advance.

Our cut-off time enables us to ensure the smoothest and fastest possible delivery experience for all of our customers and their dogs. As this time limit is reached, the data for your box is locked in, letting us know what to pack and how much to charge for your order. On any given day, our packing team works with thousands of boxes and having a deadline for changes enables them to manage this.

Once a box is packed, it's then placed on a large wooden palette in the warehouse amongst hundreds of others. These pallets are then wrapped and kept in our blast freezer until they are collected by our couriers and taken to your local depot for delivery. As you can imagine, we're not able to locate individual boxes on sealed pallets and remove them.

Don’t worry, though. We’ll send you an email reminder in advance of the cut-off time, as a final heads-up to make any changes. You can also make changes anytime in advance of this and easily check your cut-off time on the dashboard within your account. Plus, you can get notifications via the Butternut App.

When you sign up for a subscription, you’ll first pay for the trial box in the final steps of checkout. Once you’ve made that payment, the details of the order are locked in, even if the box isn’t due for a while. No changes can be made to the contents of the box after payment, so it's really important to double-check everything before confirming your order.

If you’re concerned about the order you’ve placed and the order is more than a couple of days away, don’t hesitate to reach out to our team. We’re more than happy to see what we can do to help.

To manage your account, including adjusting orders or scheduling deliveries, log in to your account and click on 'next box' to make updates. You can also click into your profile in the top right-hand corner of the page to see/change your account settings, such as default address, payments, and stopping orders.

Our top recommendation to help stay on top of your plan and subscription is to download our app, where you can get regular notifications of upcoming orders, easily make quick changes or chat with Fin, our AI Assistant and our Customer Love Team for help.

If the app isn’t for you right now, the alternative options are to regularly check your online account or opt in for reminder text messages if you haven’t done so already.

Our meals are packed to stay safe for up to 50 hours in their insulation from the moment they leave our freezers.

If you won’t be home at the time of delivery but will be back within this safety window, you can simply use our courier's app or the tracking link they send to let them know the safest place to leave your box.

If you’ll be away for longer than 50 hours, the best option is to ask a friend or family member to pick up the box and pop the meals in their freezer until you return.

If you're completely stuck, our team can sometimes request for the box to be disposed of by the courier as a last resort, though this can't always be guaranteed once it's out on the road.

If you have not yet reached the cut-off for this order, you will be able to update your address by following the steps shown here.

If past the cut-off time, you will be unable to update or redirect this current order. Our top recommendation in these circumstances will be to add a safe place note within the couriers app or tracking link to help the meals be left somewhere safe, such as with a neighbour so that you can arrange to collect them from that location.

Please also keep in mind that our meals are packed to stay safe for up to 50 hours in their insulation from the moment they leave our freezers. So, if you can collect them and get them into your freezer before this time is reached, they will be safe to use, as long as they still cold to touch when unpacked.

If your delivery is through DPD, deliveries can sometimes be requested to be delayed by one day via the DPD app.

If these option don't help, please feel free to reach out to our Customer Love Team for further support. They will not be able to redirect the order and can only request for a disposal of the meals, however, they will check to see if they can help in other ways.

Unfortunately, we can’t accept returns on food items or extras once they’ve left the kitchen. This is to ensure everything stays safe and in line with health guidelines. Please double-check your order before the cut-off time to ensure everything is just how you want it.

Yes. We’d never want to see any of the meals we’ve cooked go to waste. As we can’t accept returns due to the nature of our meals, you can choose to donate unwanted meals that are still safe to use to family, friends, neighbours or your local dog rescue if they have the capacity to store them. Please do just keep in mind our storage and safety advice if doing so.

Please note: Given we cannot have the meals returned, we cannot offer a refund on this basis, however, our team will be more than happy to help with any advice and support they can, so please do feel free to reach out.

Once the cut-off has passed, all details for your upcoming box are locked in and can no longer be updated, including your recipe selection.

You can still update your recipes for any future orders. If your dog does not have all of their favourites in this upcoming box, do not worry. We have plenty of great advice to help them enjoy their meals, starting with our quick tips for fussy eaters.

Our Customer Love team will be happy to support you in any way they can if you reach out to them. If the cut-off has been reached, they will no longer have the ability to make changes to your order or stop it. That said, there is still plenty of support they can offer to help make things manageable moving forward, including helpful advice and guidance. They will also happily take on board any feedback you have.