What is the cut-off time for changing or cancelling my delivery?
You’ve usually got until 11 pm, two days before your delivery to make any changes. For example, if your delivery is on a Friday, you’ve got until 11 pm Wednesday. Once the cut-off deadline is reached, the packing details are sent to our team, the box is charged for, 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.
What happens if my delivery falls on a public or bank holiday?
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.
Why is there a cut-off time for delivery changes?
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 on the day of the cut-off 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.
Why am I unable to make changes to my trial box?
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. This means that no changes can be made 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!
Can I return any food items or extras once they’ve been sent?
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.
Need Further Support?
Our friendly support team is here to assist you! You can reach us by simply clicking the message bubble at the bottom right of the page for live chat support. If you prefer another method, you can find additional contact options here.