My dog doesn't like a particular recipe, can I exchange or return this recipe?
We aren't able to take pouches back or exchange them once they have been sent.
Our pouches are safe to refreeze when they arrive with you (as long as they are cold to the touch), but it wouldn't be safe to refreeze them again if they were then sent back to us. This is because our pouches last up to 50 hours in transit from the time the courier collects the box from our kitchen.
If your pooch has gone off a particular recipe we have some fantastic tips for fussy eaters. But if you aren't able to use the meals, it would be a shame for them to go to waste, so we recommend donating them to a local shelter or to friends and family members with dogs. Don't forget, if they decide to join the Butternut pack, you can give them your referral code to get a discount on your next box!
Can I arrange a collection for my box?
Due to pouches being safe for up to 50 hours in transit (from when they've left our kitchen), the offer to arrange a collection isn't available to our customers as by the time the box reaches us, they would need to be disposed of due to the 50 hours being exceeded.
I received 2 boxes on the same day.
Sometimes this can happen if a delivery date has been selected for a date that a box is already scheduled for or if a box has been pushed back without requesting to push back the following boxes. You're welcome to get in touch with us to check this.
As you would have received an additional box, you can look at pushing your next box back to give you time to get through the second box of pouches.
We are unable to accept returns for any 'extra' products.