When it comes to receiving your cat's deliveries on time and at the right place, clear communication, managing your delivery preferences, and proactive steps can make a big difference. This guide walks you through what to do if your KatKin delivery is delivered incorrectly, how to avoid future issues, and how to set up clear delivery preferences for successful delivery.
Reporting a misdelivery
If your KatKin delivery was sent to the wrong address or the proof-of-delivery photo doesn’t match your home:
Check the location of the delivery in your DPD or Yodel app. The driver should have left an exact location of the delivery and it may have been accidentally delivered to a neighbour close-by.
Notify us as soon as possible: If you don't recognise the location or the photo, contact our Cat Experts immediately to report the issue. Provide supporting information such as your KatKin account email, full delivery address and name of the cat whose order is missing.
Delivery Evidence: Share clear photos of any delivery confirmation or tracking details, including notes left by the driver, to help our Cat Experts investigate the issue.
Preventing future delivery issues
For our fresh deliveries, DPD are required to leave the delivery at your home. They're not able to take it back to the warehouse for redelivery, deliver it to a local post-office or put the box in an InPost locker. This means that if you're not in and you don't have a set delivery instruction in their app, DPD will try their best to find a safe location to leave the box.
Additionally, since KatKin meals are shipped frozen, they can't be sent to parcel shops, pickup points, or relay locations to ensure their freshness and safety.
DPD and Yodel should always knock and attempt delivery. If you were at home, but noticed that your driver didn't check if you were in before leaving a delivery please send feedback to the courier via the App. You can rate your driver straight away or days after a delivery and this feedback is greatly appreciated by our Couriers.
To minimise the chances of future delivery mishap, take these proactive steps:
Use Permanent Delivery Instructions: Update DPD or Yodel's tracking app with precise instructions about where the box should be left. Ensure these instructions are linked to the same email address you use for your KatKin account.
Set Notification Alerts: Enable delivery updates in the courier’s app. This could include alerts when your driver is approximately 30 and 5 minutes away, helping you monitor the delivery closely.
What3Words Location: Provide a specific three-word code from What3Words for your ideal drop-off spot. This ensures drivers can locate the exact delivery location.
Write a specific delivery instruction or note for your driver from the day before your delivery is due.
Avoid Pickup Point Redirection: Clearly instruct the courier in the app to deliver only to your specified home or work address and not redirect to a pickup point. If you see the option to send your fresh delivery to a pickup location, please let our Cat Experts know as this shouldn't be a visible option for our perishable deliveries.
Tools for precision deliveries
KatKin encourages the use of tools that help delivery personnel locate and identify the correct delivery spot.
What3Words: Generate a three-word address that pinpoints your drop-off location and add it to the courier’s app. Make sure you test the generated three-word address before sharing to confirm it corresponds exactly to your preferred delivery location.
Courier Tracking Apps: Sign up for apps like DPD and Yodel using your KatKin account email. Through the app, you can:
Add detailed delivery instructions.
Track the driver’s location and see how many stops away they are. .
Rate and provide feedback in case the instructions weren’t followed.
Providing evidence for misdeliveries
After reporting a misdelivery, our Cat Experts may require:
Account Information: Your KatKin email, correct delivery address and recent order details (e.g., box type, expected delivery date).
Delivery Evidence if available to you: Photos or screenshots of the proof-of-delivery photo and tracking information showing the incorrect drop-off.
Correct Delivery Instructions: Updated notes for the driver, including building or entrance details.
Tracking Confirmation: Verification that instructions have been added to the courier’s app.
These details help us resolve your delivery complaint as quickly as possible and can improve future delivery reliability.