We understand how important it is for your dog's food to arrive on time!
We always work closely with our couriers to deliver your dog's food safely and quickly. However, severe weather (like heavy snow, ice, or flooding) can occasionally cause regional delays.
Your dog's nutrition and our couriers' safety are our top priorities.
📦 How We Monitor Your Order
Active Tracking: We track your box from our facility to your doorstep.
Proactive Alerts: If weather affects your specific delivery date, we will contact you immediately.
🌡️ Food Safety & Delivery Delays
Our packaging is designed to keep your dog's meals fresh, even during unexpected transit delays.
50-Hour Safety Window: Meals stay safe in transit for up to 50 hours from the moment they leave our kitchen.
The Touch Test: If your box arrives within 50 hours and the pouches are cold to the touch, they are safe to feed to your dog and safe to refreeze.
Thawing Advice: For detailed guidance on partially defrosted meals, see our guide 🧊 here 🧊
Support: If you are worried about your box's temperature or a delay, drop us a line on our contacts page here.
Adjusting Your Order Due to Forecasted Severe Weather
If you are aware of forecasted severe weather in your local area, you have two options for managing your order:
1. Delaying Your Delivery Before the Cut-Off
If your order has not yet reached the cut-off time, you can easily adjust your delivery date yourself. We recommend choosing a new delivery date that aligns with when the weather forecast indicates that routes have started to clear.
How to Adjust: You can make this change directly within your online Butternut account online or via the app.
2. Keeping Your Current Delivery Date
If you would prefer to keep your current delivery date, or if the order cut-off has already passed, we will do our absolute best to get your box to you as planned.
Please be aware that there may still be some delays due to the weather, which we will adapt and work with our couriers to manage to the best of our ability.
🛒 Running Out of Food? Alternative Options
If you find yourself running low on food due to a weather-related delay, please don't worry! We have a few great options to tide you over:
Pets at Home & Maxi Zoo Stores: You can now purchase our meals at many Pets at Home and Maxi Zoo stores across the UK & Ireland.
❓ What Else Can I Feed: If there are no local stores nearby, we also have a helpful article with advice on temporary feeding options: What's for Dinner? Ideas to Help When You've Run Out of Meals.