Sorry about that. First check the whole box and what was actually in this order. If something is still missing, message us within 48 hours of delivery with your order number and a photo of what arrived, and we'll send the missing items or refund them.
Quick checks first
- Empty the box completely. Small items like treats can sit under the insulation or at the bottom.
- Check what this order included. Compare with your order confirmation email or the Orders tab in your account, which shows each order's packs and items.
- Subscribers: did you change this box? Items added just once appear only in that one box, and recent edits to recipes or quantities change what's packed.
- Several pets? Check whether the missing packs belong to a different plan or a different delivery.
Still missing? Tell us within 48 hours
- Your order number
- Which items and how many are missing
- A photo of everything that arrived, laid out together
What we do
We check your order against our packing records, then send the missing items at no extra cost, or refund them where that isn't possible. Refunds go back to your original payment method and usually take 7 to 14 business days to show.
Running short until the missing packs arrive? See what to feed while you wait.
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