Naturavetal Logo

Customer Service FAQ

Contact Naturavetal®

Our experts will be happy to advise you personally.

Should you have any questions on this topic, we will be happy to provide you with comprehensive advice. 

You can reach us Monday to Friday
10 a.m. to 4 p.m.

My Orders

How quickly will my order be delivered?

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. 

How can I order?

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.

Can I personally collect my order?

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.

Do I need to create an account to place an order?

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.

Can I change or cancel my order if it hasn't been shipped yet?

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. 

What happens after the order is completed?

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. 

Payments

What payment options do I have?

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.

How do I receive my invoice?

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.

To which account do I transfer outstanding amounts?

Please transfer outstanding amounts to the following bank account: 

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

Will I receive a confirmation when I have paid my outstanding invoice?

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.

Shipment and delivery

Do I have to pay shipping costs?

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.

Which shipping service provider will be used to send the packages?

Our choice of courier is Parcelforce Worldwide.

How long is the delivery time?

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

What happens if I cannot accept the parcel?

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. 
Can I have my order delivered abroad?

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.

Can I track my order?

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. 

Returns and Refunds

Can I return products that have already been delivered?

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.

How do I send a return?

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 (£ 7.50) 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.

Where should I send the return?

Naturavetal® UK

Pax Hill Farm
High Street
Pavenham
Beds
MK43 7NU

How do I get my money back in the case of a return?

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

How long does it take to receive my credit?

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

What do I do if the products arrive damaged by shipping?

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.

Can I feed dented cans?

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.

Storage and shelf life

What is the shelf life of the products?

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.

How do I store Naturavetal® products?

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.

How long do opened cans and rolls last in the refrigerator?

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.

Can I freeze Naturavetal® products and feed them thawed later?

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

My Customer Account

How do I create a new customer account?

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.

How can I change my password?

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

What do I do if I can't log in?

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 020 - 8531 7804. 

Where can I edit my billing and shipping address as well as payment details?

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.

Can I delete my customer account?

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.

Where can I see what I ordered last time?

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. 

Newsletter

How do I subscribe to the newsletter?

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. 

Can I unsubscribe from the newsletter?

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 080 8531 7804 then we will manually unsubscribe you from the newsletter and you will not receive any further newsletters.


 

Contact Us

How and when can I contact customer service?

You can reach us Monday to Friday between 10am and 4pm by calling 020 - 8531 7804 or by e-mail at info@naturavetal.co.uk.

I have questions about feeding – how do I get in touch?

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 020 - 8531 7804, we look forward to your call!

How long does it take to process my e-mails and contact requests?

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

Do you have any further questions for us?

Feel free to contact us by phone on 020 - 8531 7804, by e-mail at info@naturavetal.co.uk or via the contact form.