Our Couriers' Apps:
You can track and stay up-to-date with your box by downloading our couriers' handy apps:
You can also send instructions directly to the driver. These include selecting a safe place, or requesting delivery to a neighbour.
Can I track my boxes from inside my account?
Yes! We've recently launched a new feature that allows you to track your box in real-time. This means you can keep up to date with the status of your delivery from within your online account.
How do I find this information?
You can find this feature when logged into your online account. Head to your homepage and locate your upcoming boxes. Select your current box which is out for delivery, and check your live updates.
It should look a little like this -
In-App Push Notifications
Never miss a delivery update again with our handy push notifications. You can subscribe inside the app.
What to do if your box is late, or has been delayed by 24 hours
We always do our best to deliver your box on time. If there is a delay, our boxes are insulated for up to 50 hours in transit and as long as the meals are still cold to the touch when they arrive (even if they have defrosted) they are completely safe to refreeze. We’ve done lots of testing on this and we are 100% confident the meals are safe to feed. You can also pop the pouches straight in the fridge for up to a week, or two days once opened.
If your box has been delayed by over 50 hours, please reach out to our team to organise a replacement.
While you're waiting for your box
We recommend keeping a few pouches spare in the freezer in case of emergency. The meals keep for up to a year unopened in the freezer, so you can just pop them into the fridge to defrost whenever you need them.
In the meantime, if you're completely out of Butternut we recommend cooking for your pooch at home. One of the best things about our meals is that they're cooked just like you would at home, so this will be the most similar to what your dog is used to.
Cooked rice and chicken is a favourite, but if you want to avoid grain you can use sweet potato instead. Or white fish with potato and tasty green beans. For some added variety, a handful of chopped carrots, peas, cauliflower or broccoli work a treat.* There's lots of inspiration on our recipe page.
* These meals don't include the vitamins and minerals that Butternut does so it's best to keep them as a temporary alternative