We're really sorry. Message us within 48 hours of delivery with your order number and a photo, and we'll replace the affected items at no extra cost, or refund them where a replacement isn't possible.
What to do right now
- Freeze what's fine. Put every undamaged, frozen pack straight into the freezer.
- Set aside what's affected in the fridge, away from your other food. Don't feed it.
- Take photos of the problem: torn or leaking packs, the box as it arrived, the wrong item, or the pack label.
- Message us within 48 hours on WhatsApp or by email.
What to send us
| Send | Why it helps |
|---|---|
| Your order number | So we can find your order straight away |
| What went wrong | Damaged, spoiled, incomplete or incorrect |
| Photos | Of the affected packs, labels and the box |
| Which items and how many | So we replace exactly what's needed |
WhatsApp: WhatsApp +966 56 748 1781. Email: [email protected].
What we do
- Replace the affected items at no extra cost, usually by sending the same product again.
- Or refund them where a replacement isn't possible. Refunds go back to your original payment method and banks usually take 7 to 14 business days to show them.
- We replace the affected product directly. We don't offer exchanges for different products.
Food safety first: if meals or broths arrived thawed, soft or warm, please don't feed them and don't put them back in the freezer. Refreezing thawed food isn't safe. Keep them aside in the fridge until you've sent us your photos.
A torn or leaking pack may not be safe even if it's still frozen. If in doubt, don't feed it: tell us and we'll replace it.
Find your situation
- Packs arrived soft or thawed
- Something is missing from my box
- I found something unusual in the food
- My delivery is late or missing
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