Thank you for telling us, we take this seriously. Stop feeding that pack, keep it and the item you found in the freezer, and send us photos with your order number. Our team will investigate and replace or refund it.
What to do right now
- Stop feeding from that pack.
- Take clear photos of what you found, the food around it, and the pack label showing the recipe and date.
- Keep the pack and the item. Seal them in a bag and put them in the freezer. Please don't throw them away until we've finished looking into it.
- Message us with your order number and the photos, ideally within 48 hours of delivery or as soon as you notice.
Is it natural variation?
Our meals are made from real, whole ingredients, so colour, texture and the amount of visible fat can naturally vary a little from batch to batch. See natural variation between packs. If you're not sure, send us a photo anyway. We'd much rather check.
What we do
- Review your photos and the details printed on the pack.
- Ask you for more details, or for the pack itself, if we need them.
- Replace the affected product at no extra cost, or refund it.
- Tell you what we found.
If your pet ate from the pack and seems unwell (vomiting, diarrhoea, choking, pain or lethargy), contact your vet first, then let us know. See when to see a vet.
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