We want every Butternut Box to arrive in "paws-fect" condition, but we know that on rare occasions, things can get a bit bumpy during transit. If your box arrives damaged or if it has been held by the courier due to its condition, we are here to help. To ensure we can resolve the issue quickly, please follow the guidance below regarding courier notifications and how to report damage to our team.
If Your Box Is Held or Disposed of by the Courier
In the event a box becomes heavily damaged during transit, the courier (DPD or Yodel) will likely decide to hold the parcel and dispose of it rather than completing the delivery.
If this occurs, the courier will usually notify our team directly so we can take action.
Once notified, we will proactively step in to arrange a replacement for you
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Our goal is to get your dog's meals back on track as quickly as possible without you needing to prompt us, though you are always welcome to check in if you see a "damaged" status on your tracking link.
What to Do If Your Box Arrives Damaged
If your box is delivered but appears either partially or significantly damaged, we encourage you to reach out to the Customer Love team immediately. To help us support you and your dog effectively, please follow these steps:
Take Photos Immediately: Before unpacking, please take clear photos of the external damage to the box and any internal damage to the meals or extras.
Reach out for support: Please reach out to our Customer Love team, and we'll be happy to lend a hand to get things back on track and raise a report of this delivery experience.
Share Photos with Our Team: Attach these photos to your initial message when you reach out to us. This allows us to see exactly what has happened and speeds up the resolution process.
Assess the Contents: Once you have taken photos, check if the individual meal pouches or "extras" (like treats or biscuits) have been compromised. Discuss any concerns you have about the safety of the meals or the condition of your extras with our team.
How We Support You and Improve Our Service
When you report a damaged box to us, our Customer Love team will take immediate steps to support you as needed. Additionally, we use the information and photos you provide to raise a formal report with our Operations team. This allows us to follow up with our courier partners and work to prevent similar issues from happening in the future.