Why there's a cut-off
Our food is cooked and packed to order for your pet. Once an order is processed (payment confirmed and the order in kitchen production and packing), the food is made for you and can't be restocked or resold. That's why a processed order can't be cancelled, changed or refunded.
One-time orders
| When | What you can do |
|---|---|
| Before it's processed | Change items, quantities, the address or the delivery date, or cancel the order |
| After it's processed | No changes or cancellation. If something arrives wrong, we'll put it right (see below) |
- Message us on WhatsApp or email straight after ordering.
- Include your order number and exactly what you'd like to change.
- We'll confirm whether the change was made. If you cancel before processing, your refund goes back to your original payment method.
Subscription boxes
You can manage your next box yourself in your account, any time before the renewal payment is taken:
- Edit your next box (recipes and quantities)
- Skip the next delivery
- Change your renewal date
- Pause your subscription or cancel it
We email you a reminder 1 day before every renewal, with Skip and Pause options and a link to adjust your box. That's the perfect moment to make changes. See the renewal cut-off.
Once a renewal has been paid and processed, that box can't be cancelled or refunded, the same as any processed order.
Something wrong with an order that's arrived?
If it's damaged, spoiled, incomplete or incorrect, tell us within 48 hours: see my order arrived damaged or wrong.