We typically allocate stock for orders due within the next two weeks, or longer for some of our most popular items. However, this doesn’t always guarantee there won’t be a shortage, as the flexible nature of our subscription service and the possibility of supply chain issues causing manufacturing delays can impact availability.

How we manage stock to ensure availability and affordability for our customers

1. Efficient stock management keeps prices low

We aim to hold enough stock to meet typical order patterns, usually covering up to two weeks of orders. To better manage peaks in demand, such as during promotions, we also adjust our stock levels to account for these periods whenever possible.

This approach helps us minimise storage costs, which are significant for bulky items like pet food, and ultimately ensures we can offer our products at lower prices for you, the customer. For some high-demand items, we may hold more stock, but we carefully balance this with the need to maintain affordability.

2. Ensuring flexibility for our subscription customers

Unlike many other services, our subscription model allows customers to make changes right up until minutes before their orders are processed. For example, an order initially set for four weeks later can be brought forward to today. Customers might choose to do this to take advantage of a promotional price or because their needs have changed.

While this flexibility is convenient for customers, it makes sudden changes in demand harder to predict. We do our best to adjust supply dynamically, but the alternative would be to lock subscriptions and require at least two weeks' notice for changes, which we believe would be too restrictive and inconvenient for our customers.

2. Fresher products for your pets

Our stock management approach ensures your pet food arrives as fresh as possible, closer to its manufacturing date. This prevents goods from sitting on shelves for extended periods and helps maintain the high quality you expect from us.

4. Unpredictable supply chain challenges

While we work hard to forecast demand and ensure stock availability, our system doesn’t always account for unforeseen supplier shortages or disruptions. These situations, often unpredictable, can impact the manufacturing process and occasionally lead to delays in restocking. For example, a longer manufacturing delay could temporarily affect stock levels for orders scheduled further in advance.

What can be done to avoid running out of food?

While we always do our best to ensure your scheduled subscription order is processed on time, we cannot completely guarantee item availability due to the challenges mentioned above.

To ensure you don’t completely run out of food, we recommend overlapping your subscription timing slightly so you always have a buffer in case of unexpected delays.

If you’re impacted by a delay:

• Consider swapping to an alternative item
  • How to Swap or Change a Product in your Subscription?
  • I swapped an out-of-stock product in my subscription—do I need to do anything else, and when will I receive my order?
    
    
• Contact us for help. Our customer care team is happy to suggest alternatives or provide further assistance. Our live chat service is available 24/7.

What are we doing to improve?

We continuously work to improve our stock management and address supply chain challenges to minimise delays. Popular items are prioritised to ensure availability, and we’re always refining our processes to better meet customer needs.