We want every Butternut Box to arrive in pawfect condition, but we know that on rare occasions, things can get a bit bumpy during transit. If your box arrives damaged or it has been held by the courier due to its condition, we are here to help.
Is Your Box Held or Disposed of by the Courier?
Get in touch to let us know what the courier has said.
Provide any images or screenshots the courier has provided.
What to Do If Your Box Arrives Damaged
Get in touch with us to describe what has happened.
When you contact us, please confirm if the meals you have in hand are suitable to be used. You can find lots more information about this here.
Please share any pictures of the outside of the box, or damage to any of the contents, as this will help us back up any complaint we raise with the courier on your behalf.
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 again in the future.