Small differences in colour, texture and fat between packs are normal. Our meals are made from real meat and vegetables with no artificial colours or additives, so each batch can look a little different while the recipe stays the same.
What is normal
- Colour: meat, liver and vegetables vary naturally in colour from batch to batch, so one pack may look a little darker or lighter than the last.
- Texture: some packs may look chunkier or softer, and vegetables may be more or less visible.
- Fat: real meat varies in fat. You may see a little more fat, or fat that has set, especially straight from the fridge.
- Liquid: as a pack thaws, some natural juices can collect. Mix them back in; they are part of the meal.
- Ice crystals: a few crystals on a frozen pack are normal.
Why it happens: we add no artificial colours, preservatives or fillers to make every batch look identical. What does not change is the recipe, which is formulated by our pet nutritionist and tested. See quality and safety.
When to contact us
Please message us if you notice any of these:
- An unusual or sour smell, or anything that looks mouldy.
- A foreign object in the food. See something unusual in the food.
- A torn, swollen or damaged pack. See damaged or wrong order.
- Packs that arrived soft or thawed. See arrived soft or thawed.
- Your pet suddenly refuses one particular pack they normally love.
- Do not feed the pack and do not throw it away. Keep it in the freezer or fridge.
- Take a clear photo of the food and the pack label.
- Send the photo and your order number to WhatsApp +966 56 748 1781 or [email protected].
For order problems (damaged, spoiled, incomplete or incorrect), please tell us within 48 hours of delivery. We will replace the affected items at no extra cost, or refund them where replacement is not possible.
If in doubt, do not serve it. Ask us first.
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