Needing to substitute your choice of meals on packing day is rare but does sometimes happen. This might be because we’ve had trouble sourcing the right amount of protein to go into our meals, which can be impacted by things like which season we are in or what the weather has been like.
On the odd occasion that we need to substitute any meals in your box, we will always make sure that your pooch isn’t left short of food, and will always be in touch via email to let you know what to expect.
Received a different pouch size?
In the event of a substitution needing to be made you may be sent a different sized pouch. If for instance, you are due to receive 400g size packs of Chicken You Out - we may send 2 x 200g size packs of the same recipe instead. Smaller packs, but the same amount of food. If this isn’t an option, we would always err on the side of providing you with extra food, at no extra cost, as the last thing we ever want is hungry tummies on our watch. In this scenario, we may substitute your usual 400g size pouches with larger 500g packs instead.
Received a different recipe?
If for any reason we were to run short of one kind of recipe altogether, we may substitute some pouches in your box with another recipe that you already have in your meal selection. We are conscious that many dogs have specialist health concerns, so always keep to recipes that you usually already have in your order.
What if my dog has allergies?
We would ask you to always indicate any allergies that your dog may have when creating your account so that we know which recipes we need to avoid when making substitutions. If you need to make any changes to your dog’s profile and add any new health concerns or allergies, just log into your account online or on the app and go to the ‘My Dog’ area.
Haven’t received an email?
If it appears that no notification of a substitution has been sent to you, but the changes align with the above advice, it’s likely our email has hit a block on its way to your inbox. We’d advise checking your spam folder, just in case it’s hiding there. If for any reason this email still can’t be seen, please follow the below advice.
What to do if the meals received don’t match the advice provided above or there's no email to indicate a substitution was intended:
Please click here for further advice to help us ensure you are provided with tailored support from our team as efficiently as possible.