Still waiting for your Scrumbles? Oh no! We know those hungry tums can't wait, so here's what to do if your delivery hasn't arrived as expected.
First, check your order status
The quickest way to find out where your order is is through the chat on our website.
Visit the Scrumbles website and log in to your account.
Open the chat widget.
Type "Where's my order?"
Our AI support agent can check your order status and provide the latest available tracking information.
Alternatively, you can use the tracking link in your dispatch confirmation email.
My order is delayed
Sometimes deliveries take a little longer than expected due to carrier delays, busy periods or unexpected circumstances.
If your parcel hasn't arrived by its estimated delivery date, we'd recommend:
Checking your tracking link for the latest updates or any delivery exceptions.
Checking your text messages and emails, as your carrier may have contacted you about a delay or attempted delivery.
Downloading your carrier's app, which often provides more detailed tracking updates and delivery options.
If your parcel is significantly delayed or tracking hasn't updated for an extended period, please contact us so we can investigate with the carrier.
My tracking says delivered, but I haven't received anything
Oh no! If your parcel is marked as delivered but you can't find it, please check the following:
Safe places: Check around your property, including porches, sheds or other designated safe places.
Neighbours or household members: Someone may have accepted the parcel on your behalf.
Proof of delivery: Check your carrier's tracking page or app for delivery photographs. Some carriers also provide a map showing the delivery location or GPS coordinates on their proof of delivery page. This can help you identify exactly where your parcel was left.
Collection points: Your parcel may have been taken to a nearby collection point if delivery wasn't possible.
Still can't find it? Please get in touch with us. We'll investigate with the carrier to establish what happened.
My tracking hasn't updated
Tracking information doesn't always update immediately, particularly when your parcel is first handed over to the carrier.
We'd recommend checking again later to see whether there's been a new scan.
If tracking hasn't moved for an extended period, or your estimated delivery date has passed, please contact us so we can look into it.
My parcel has been returned to the sender
If your parcel couldn't be delivered, the carrier may return it to our warehouse.
This can happen for several reasons, including an incorrect delivery address, unsuccessful delivery attempts or a parcel not being collected.
If your order is being returned, please contact us so we can check its status and advise on the next steps.
Please note that if a parcel is returned because of an incorrect address provided at checkout or a refused delivery, applicable return shipping charges may be deducted from your refund in line with our returns policy.
How do I report a missing delivery?
If you've checked the tracking information and still can't locate your parcel, please email us at [email protected] or ask to "speak to human" in our website chat.
To help us investigate quickly, please include:
Your order number.
A brief explanation of the issue.
Any relevant tracking updates, delivery photographs or GPS information.
We'll review the information and, where necessary, raise an investigation with the delivery carrier.
Need a helping paw?
Our human Customer Support team is available Monday to Friday, 9am–5pm (UK time).
You can contact us outside these hours too, and our AI support agent may be able to help with tracking information straight away.