We take great care when packing your Scrumbles goodies, but occasionally things can go wrong during delivery. Here's what to do if your order isn't quite right.
My order has arrived damaged
If your parcel or any products inside have arrived damaged, please check the following:
Outer packaging: A little denting, squashing or damage to the delivery box doesn't necessarily mean the food inside is affected.
Wet food: Check that individual tins, trays and pouches are fully sealed and undamaged. If any seals are broken, packaging is leaking or the food is exposed, please don't feed the affected products to your pet.
Dry food and treats: Check that the bags are intact, with no tears, holes or broken seals.
If the outer packaging is damaged but the individual products remain fully sealed and undamaged, the food should still be fine to use.
If any products are damaged, please don't throw them away just yet. Take a few clear photos of the affected products and packaging (including the inner and outer box), then get in touch with us so we can investigate.
I've received the wrong products
Oops! If we've sent you something different from what you ordered, we're sorry about that. Please double-check your order confirmation to see what should have been included. If something doesn't match, get in touch with us and let us know which products you've received instead.
Something is missing from my order
If your order has arrived but some items are missing, we're sorry!
First, double-check the contents of your parcel against your order confirmation. If something is missing, please contact us with your order number and details of the missing products so we can look into it.
How do I report a problem?
Simply email us at [email protected] with:
Your order number
A brief description of the issue
Photos of any damaged or incorrect products, including the packaging where possible
Our customer support team will investigate and help arrange a suitable resolution, whether that's a replacement or refund. We're always happy to help get things sorted so your furry friend doesn't miss out on their Scrumbles!