We understand! Here's what you need to know about making changes once an order has been placed.
Can I cancel my order?
Unfortunately, once an order has been placed, we're unable to cancel it.
Our orders are sent straight to our warehouse for processing, so we can't stop or cancel them once they've been confirmed.
This applies to both one-time purchases and subscription orders.
Can I change my order?
Unfortunately, we can't make changes to an order once it's been placed, including:
Adding or removing products.
Changing flavours, sizes or quantities.
Applying a discount code retrospectively.
Changing the delivery address.
Changing the delivery date.
Please double-check your basket and delivery details before completing checkout.
What if I've entered the wrong delivery address?
We dispatch orders using the delivery address provided at checkout, and unfortunately can't amend it once your order has been placed.
If your parcel has already been dispatched, you may be able to request a delivery change directly through your carrier's tracking page or app, although this isn't guaranteed.
If the carrier is unable to deliver your parcel due to an incorrect address, it may be returned to us. Any applicable return shipping charges will be deducted from your refund, in line with our returns policy.
What if it's a subscription order?
The same rules apply to subscription renewals. Once a renewal has been processed, we can't cancel or amend that order, even if you subsequently cancel your subscription.
However, you can make changes to your future subscription orders through your account, including:
Changing your next renewal date.
Skipping an upcoming order.
Adding, removing or changing products.
Updating your delivery address.
Pausing or cancelling your subscription.
We recommend making any changes before your next scheduled renewal date.
Can I return my order instead?
If you no longer need your order, you may be able to return it once delivered under our 30-day returns policy.
Products must be unopened, in their original packaging and in a resalable condition.
This includes change-of-mind returns where your pet doesn't enjoy the food. Unfortunately, we can't accept opened or used food products for this reason.
Return shipping costs are the customer's responsibility.
To initiate a return, visit our Shipping & Returns Policy and follow the returns process at the bottom of the page.
Need a helping paw?
If you've received an incorrect or damaged order, or have any questions, email us at [email protected] or contact us through the chat on our website. We'll be happy to help!