We’re so sorry to hear that there’s a problem with your box. We’ll be able to put this right for you and report any errors to our packing team.
If you changed your recipes or treats close to your delivery date.
The cut off deadline for amending your cat's plan is 3 days before delivery. So if you edited your cat’s recipe selection or changed the extras in their box, it might have been too close to the cut off deadline for changes to come into effect for your next order. If you’re not sure, reach out to our Cat Experts and they can help.
If your trays or treats are incorrect
Please reach out to our Cat Experts, they’ll be able to arrange compensation that suits you and your cat.
When you reach out, please provide as much detail as you can about the situation were relevant:
The number of trays that are missing and how many of each recipe is missing. If you’re not sure which recipes are missing, please include what has arrived and we can work that out for you.
The number and type of incorrect recipes you received. We can compare this to the order you should have received.
Any missing treats
Photos of the box and delivery label if there was damage or it arrived open
This information will help our Cat Experts get back to you with solutions quickly and make sure we accurately report any mistakes to our packing team.
If the trays you received are correct, but your cats didn't like certain recipes
When trying new recipes, cats can often turn their noses up at first. As we don't accept returns of trays here at KatKin, we recommend keeping those trays in your freezer and trying again at a later date. We find that cats can sometimes change their minds about previously unloved recipes - or try mixing those recipes with those they do like to create your own unique meals. Such as Splash + Cluck, or Oink + Gobble.
Remember to update your cats recipe selection to remove those unloved trays too.
7 days a week
📞 020 4538 4144 - 10am-5pm
✉️ [email protected] - 9am-6pm
Please contact us from the email address linked to your KatKin account, or include your full name and postal address in the email.