We’re so sorry to hear that your delivery hasn’t gone as smoothly as it should have done.
📦 Our couriers won’t be able to handle complaints directly, so for any delivery questions or issues, please reach out to our Cat Experts instead.
We’ll get in touch with DPD or Yodel instead to solve your issue (and prevent you having to handle the complaint yourself.)
My order was delivered to the wrong address
If your delivery went to the wrong address, but you’ve been able to find the box, still reach out to our Cat Experts. We can investigate the issue with the courier and raise a complaint, to prevent the issue from happening again.
If the trays are still cold to the touch: The food is safe to refreeze and feed your cat.
If any trays are warm or at room temperature: Dispose of them immediately to avoid potential health risks. Record how many trays were affected and let our Cat Experts know so we can help resolve this for you.
If you don’t recognise the door in the photo, contact our Cat Experts and we can track the precise location of the parcel. It might be in a retrievable location still within the 48 hour delivery window. Our team can get in touch with the courier to attempt a re-delivery.
Our eco-friendly insulated boxes are designed to keep our fresh food at temperature for up to 48 hours from packing – no matter the weather. As long as they’re cold to the touch, your trays can be put back in the freezer, even if they’re not frozen solid. If any trays arrives warm, please discard of them immediately and let our Cat Experts know.
My box hasn’t arrived or my order has been delayed
You can track your delivery by following these steps. If it’s still the day of your delivery, there’s a chance there’s been a slight delay with the courier, but the box will still be delivered.
Check the Food Condition: If your original box arrives late, check your trays carefully and as quickly as possible.
Trays that are cold to the touch (like you've just taken them out of the fridge) can be safely placed back into the freezer - even if they're no longer frozen solid.
Any trays that feel lukewarm or like they've been sat on the counter shouldn't be fed to your cat.
Please report any defrosted trays to our Cat Experts, who can help with compensation.
If you can, please provide details such as the number of trays and specific recipes affected, along with any additional information like photos or delivery timestamps.
For separate deliveries of 2+ boxes
If you have multiple boxes out for delivery on the same day, they might not be delivered together by the same driver. If your boxes are on different vans, you should still be able to log in to your DPD or Yodel app and track the remaining box.
If your delivery looks unlikely to be delivered on your delivery day, due to a delay with the courier, please get in touch with our Cat Experts as quickly as possible.
We don’t recommend feeding KatKin if it’s been out for delivery longer than our 48-hour window from the packing date. We can help make sure a fresh delivery is sent out. Throw away any warm trays and let our Cat Experts know the quantity you've had to dispose of.
My box was disposed of by DPD or Yodel
If you’ve tracked your delivery, and the app says the delivery has been disposed of, we’re so sorry for the disappointment. It’s really frustrating when a delivery goes wrong at the last step.
Usually a delivery is disposed of due to being damaged in transit with the courier. The best thing to do is reach out to our Cat Experts, and we will arrange a replacement for you right away. In most cases, we can have a new box with you within 2 working days.
My box arrived damaged
We’re so sorry to hear that your box has arrived in a less-than-perfect condition.
Even if the contents of the box isn’t damaged, we’d still like to report this to our couriers as a complaint. If there is damage to your items, our Cat Experts will be able to provide a solution that suits you and your cat.
When you get in touch with our Cat Experts, please include photos of:
The outside of the box
The delivery label
Photos of the inside of the box
Any damage to contents inside, whether it’s trays, treats or litter.
Please email these photos to our Cat Experts, so they can raise a complaint with our courier.
Where’s my delivery?
If you’ve received a delivery confirmation email or notification from our couriers (DPD or Yodel) but you can’t find your delivery: have a quick look outside in case it’s been left in an unusual spot. Your driver should have taken a photo of the delivery which you can access from their app.
For boxes that have been ‘refused’ but no delivery was attempted. Our couriers might have got lost en route, or attempted to deliver your box to the incorrect address. Please get in touch with our Cat Experts as quickly as possible and we can help get the delivery back on track.
If you can’t locate your box, or it’s no longer in the location shown in the photo, it might have been stolen. Please get in touch with our Cat Experts as soon as possible and we’ll do our best to help.
7 days a week
Prevention Strategies for Smooth Delivery
Register your email with the courier tracking app to receive live updates.
Provide clear and specific delivery instructions including a safe drop-off location.
Move your delivery date to a day where someone will be at home to receive the order. There's no extra charge for bringing forward or pushing back your delivery date.
📞 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.
If you’re completely out of KatKin in between deliveries or while you’re waiting for us to send a replacement, we have a few options to help:
Cook plain boiled chicken (or your cat’s preferred meat of choice) at home. Just simply cook plain chicken breast in water and shred it up for your cat, and it will be similar to KatKin temporarily.
Check out our retail locations to grab some individual KatKin trays from Pets at Home or Jollyes. Freshly cooked meats such as turkey or fish can also be great alternatives to keep your cat on a fresh diet temporarily.