Customer Service FAQ

Your order is expected to reach you within 4 working days or earlier. In addition to the order confirmation, you will receive an email and an SMS message displaying the tracking number on the day your order is despatched. In this way, you can track the shipment online with the shipping service provider. 

We recommend ordering via our online shop, as this is the fastest and safest method. If it is not possible for you to order online, you can place your order by phone or e-mail.

All orders are delivered by our shipping partner. You have the option to state NSR (no signature required) in the comment field during the ordering process, in case you cannot be present for the delivery. Our courier provider will not leave a parcel unattended without prior instruction.

It is not necessary to register with us as a customer in order to order from our online shop. Simply select the option "Order as guest" during the ordering process.

As long as your order has not yet been packed, we can still change product quantities, amend the delivery address or cancel the order completely. 

Since orders are packed immediately after receipt of the order, we advise you to contact us as soon as possible (ideally by telephone) so that we can actually implement any change requests. If you have accidentally ordered twice, you are of course also welcome to contact us. 

You will receive an email almost immediately from us confirming receipt of your order. As a rule, the goods arrive at your desired delivery address within 4 working days or sooner. 

You can choose whether to pay by PayPal, credit card, Apply Pay or Google Pay. 

Different conditions apply to our business customers, please contact our service team should you have any questions.

If you have made the order online, you will receive a confirmation invoice upon completion of the order.

If the order is made by phone, then an invoice will be sent to you once the order is processed. 

An additional invoice will also be attached to your order within the parcel.

Please transfer outstanding amounts to the following bank account: 

Naturavetal® UK - Skubbl Ltd
Nat West Bank
Account: 71272666 
Sort code: 60 02 13

If you have made your order by phone or by email, then a remittance note will be sent to you via email once payment has been received.

Free delivery applies to orders over £ 50. Orders under £ 50 are subject to a delivery charge of £ 7.50 (including tax). 

Different terms apply to our business customers, please contact our service team for more information.

Our choice of courier is Parcelforce Worldwide.

As a rule, you will receive the goods within 4 working days or earlier after receipt of the order.

If you are not at home on the scheduled delivery day, you can select another option online via the tracking link of the shipping service provider, request delivery to a neighbour or leave in a safe place.

If you are unable to take any of these measures then the parcel will either:

1. Be returned to the depot.
2. A re-attempt delivery will be made - you will receive a notification and the courier will try to deliver again the next day. 
3. The parcel will be taken to a post office near you. You will receive a notification of the delivery location where you can collect your order. 

We deliver throughout the UK and the Channel Islands. For deliveries to Ireland and Europe, email info@naturavetal.de.

Naturavetal® has a presence in several European countries. Each country will have its own Naturavetal® online shop, therefore you can have orders delivered to the respective country. Find out more here.

It is also possible to have deliveries made abroad if there is no Naturavetal® online shop presence. Please note that for these orders, there will be a VAT charge, applicable to the country of destination as well as shipping costs. You will receive a firm quote from us for this purpose from our service team in Germany (info@naturavetal.de). Payment is made in advance and then the package will be sent immediately after receipt of payment.

Once the order has been collected, our courier will send you a tracking number via email and an SMS message. With this number you can track your package online, on the website of the shipping service provider. 

You have the option of issuing Parcelforce with a delivery/drop-off authorisation for your deliveries. This authorises the delivery driver to leave your parcel at a location specified by you, for example in your garden. 

The authorisation can be granted once for a single delivery or permanently for all future deliveries by the shipping service provider. By granting the delivery/drop-off authorisation, you as the recipient assume liability for the parcel. 

The parcel carrier will leave the parcel at the agreed location and confirm delivery of the consignment. Please note that in the event of theft or damage to the parcel due to weather conditions, neither we nor the shipping service provider can accept liability.

The same applies if you give permission for the parcel to be delivered to a third party (e.g. neighbours).

If you decide in favour of a drop-off authorisation, please ensure that the drop-off location is protected from rain and other weather conditions.

You have a right to return goods within 14 days after receipt. Within this period, you can return unopened, undamaged products to us at your own expense. A refund will be issued once the item is received and found to be in good condition.

We provide detailed information about your cancellation rights here.

You have two different options for returning goods to us.

1. You can make the return using a parcel courier shop or a post office of your choice. Package the parcel securely, address the return to us (see address below) and pay the return costs when sending. 
2. We can organise a returns pick-up with Parcelforce. Package the parcel securely. Label the parcel with the returns address and the advised reference number. The cost of the return (£ 10.00) will be deducted from your refund amount.
    

If possible, please use the original box and packaging for the return and make sure that the goods are sufficiently upholstered so that the products arrive undamaged. We can only accept goods that are in an undamaged state. Please also make sure that all previous labels on the package are crossed out.

Naturavetal® UK

Pax Hill Farm
High Street
Pavenham
Beds
MK43 7NU

The credit will be made using the same means of payment as the original order.

Your refund will be processed as soon as the goods are received in an undamaged condition.

Please send us pictures of the damage so that we can clarify the damage with our shipping service provider. Depending on the extent of the damage, we will discuss the next steps of compensation with you directly.

If the cans get dented during transport, this does not mean that the high quality of the contents has changed. They can still be fed to the dog without any quality defects. However if they are split, send us a picture and we will discuss compensation.

Our dry food has a shelf life of 6 months from the date of manufacture. Our cans (pure meat pots, complete meals and puppy meals), meat rolls and dog snacks have an average shelf life of 1 year from the date of manufacture. The shelf life of the dog biscuits is 4 months from production. Some of our supplementary products have a shelf life of up to 2 years.

When viewing a product in our online shop, you will find all the relevant information regarding shelf life under the product description.

For optimal shelf life, we recommend storing the dry food in its original packaging, not using an additional plastic container. Simply "roll up" the opened feed bags. Please store the bag in a cool and dry place, below 25°C.

Our tins and meat rolls should also be stored in a cool and dry place, below 25°C. For all other products, such as snacks and supplementary food, dry storage is sufficient.

Opened cans and meat rolls can be kept in the refrigerator for 3-4 days. For our 400g and 800g cans, we also offer a free lid for optimal storage in the refrigerator.

All Naturavetal® wet food varieties can be fed in portions, frozen and thawed.

After you have filled your shopping cart and selected "Checkout", you will be asked whether you already have a customer account with us, would like to register for the first time or order as a guest. Simply fill in all the required fields to create a new Naturavetal® customer account and set a password. Your personal details will then be stored for your next order and you will not have to enter them again. Simply log in to your account before completing your order.

Alternatively, you can also create a customer account without having to order right away. To do this, simply click on the "person icon" in the menu at the top. This will enable you to log in, and also have the possibility to create a completely new customer account.

Simply log in to your customer account and open the "Edit personal data" section. There you have the possibility to assign a new password.

Please check that you have entered the correct e-mail address and password. If you don't remember your password, click on "Forgot password". If you get stuck, please contact us by phone on 0208 - 531 7804. 

Log in to your customer account. In the area "Edit billing & delivery addresses" you will be able to edit existing addresses, set them as default or remove them.

Yes, you can inform us at any time by e-mail or on the phone if you wish to delete your customer account with us. You can also request the deletion within your customer account.

Please take into account that we are legally obliged to continue to hold the personal data if you have previously ordered from us. In addition, data required for the assertion, exercise and enforcement of legal claims will continue to be stored. The data required for this purpose will be blocked for further processing. Of course, we only retain the personal data that is required for the retention obligations outlined above. After expiry of the legal retention periods, the data will be deleted immediately. A renewed request for deletion on your part is not necessary for this.

Log in to your customer account. On the home page of your account, you will see orders that are currently open and your most recent orders, including all products previously ordered. 

To subscribe to the newsletter, click here. Simply enter a title, your first and last name as well as your e-mail address and you will be added to our mailing list. 

You can unsubscribe from the newsletter by selecting the "Unsubscribe from newsletter" link at the bottom of the newsletter. Alternatively, you can send us an e-mail to info@naturavetal.co.uk or call us on 0208 - 531 7804 then we will manually unsubscribe you from the newsletter and you will not receive any further newsletters.

You can reach us Monday to Friday between 10am and 4pm by calling 0208 - 531 7804 or by e-mail at info@naturavetal.co.uk.

Our team of experts will be happy to help you with any questions you may have about dog and cat feeding. Simply contact us Monday to Friday between 10am and 4pm on 0208 - 531 7804, we look forward to your call!

We aim to process your inquiries on the day of receipt. On weekends and holidays, processing takes place on the next working day.

Feel free to contact us by phone on 0208 - 531 7804, by e-mail at info@naturavetal.co.uk or via the contact form.