Give us a woof

If you’d like to talk to us about anything, click the red button at the bottom of your screen and start a live chat, or leave a message if we’re not online.

You can also get in touch using the form below, or give us a call on 0203 936 4888.

We bark Monday-Friday, 10am-5pm (except Bank Holidays). During the festive season we are closed 23rd - 27th December, and 1st January 2020.

You can make changes to your next delivery up until the cut-off point, which is 11pm two days before your delivery is due. For example, the cut-off point for Wednesday deliveries is 11pm on Monday.

To make changes to your delivery date or your dog's plan within cut-off, log into your online Butternut account. You can read in more detail about how to do this in our Help Centre.

Log into your online Butternut account and click the My Plan section at the top of your dashboard. Scroll down, and you'll see a Stop My Deliveries button- click this and follow the process; we'll simply ask you to leave us a bit of feedback to help us get better.

Our Customer Love team can do this for you - start a live chat or leave them a message by clicking the red Help button in the bottom right-hand corner of your screen.

Let them know your new dog's details (age, weight, activity level, and body condition) and one of the team will let you know how much food they need each day and how your plan will change.

Log into your online Butternut account and click the My Plan section at the top of your dashboard. Here, you can change the following parts of your dog's subscription:

  • their plan - how much food they'll receive each day, and how often a box will arrive for them
  • their weekly meal selection - which recipes they'll receive in their box

Our Customer Love team can do this for you - start a live chat or leave them a message by clicking the red Help button in the bottom right-hand corner of your screen.

Let them know your dog's up-to-date weight and current body condition, and one of the team will let you know whether their recommended daily portion size has changed.

DPD will send you a tracking link the day before your box is due to arrive, and then a fixed one-hour time slot on the morning of delivery. Simply click the link to see where your delivery is, or download the DPD app to send instructions directly to your driver.

Our golden rule is that as long as a pouch is cold to the touch when you unpack it (even if it's completely soft), then it's safe to feed to your dog. You can put any thawed, cold meals into the freezer to refreeze them.

If you need any further help, start a live chat or leave our Customer Love team a message by clicking the red Help button in the bottom right-hand corner of your screen.

The short answer here is yes, and we have a detailed article explaining where and how you can reuse or recycle all elements our packaging here.

The price of your dog's plan will depend on a few things. During our quick nutritional questionnaire, we'll look at your dog or puppy's age, weight, body condition, and activity level, and recommend a daily portion size of Butternut for them.

You can then choose which feeding plan suits you best, and you'll be able to see the price of each option.

Good news - Butternut is great for loads of health concerns. In our Help Centre you can read about a variety of different medical conditions and how our meals could help - click here to have a read.

Other

Keisha and Gizmo

Customer Love team members