When we process your order, it may be packed into multiple boxes depending on the number and weight of items, but you should expect to receive them together in one single delivery.

However, from time to time, there could be a problem that has caused your delivery to be split which may result in different boxes arriving at different times:

Stock issues

If your order contains multiple items and one or more of them went out of stock at the time the order was placed, we may send the available items on their own and then follow up with another separate delivery of the out of stock items once they become available.

This is to avoid delaying your entire order, as we know it is important that your pets receive the food they need on time.

Delivery partner capacity issues

Sometimes our delivery partners experience a sudden unpredicted increase in the volume of orders, which can result in consignments being split if the driver cannot fit all the parcels onto their vans. Unfortunately, this is difficult to predict and rectify as many retailers share the same delivery partners and are affected by each other.

In some cases, a driver may need some parcels to be left behind for one reason or another, and another driver will pick up the rest of them if they are also in the area and can get them delivered. This is to try and ensure parcels can be delivered as soon as possible.