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We are here to help

Don't hesitate to reach out with questions. We're here to make you, and your pet, happy!

ORDER & DELIVERY

When is the Customer Service Team available?

Standard Operating Hours

Monday to Friday, 8am to 9pm

Saturday, 8am to 7pm

Sunday, 9am to 6pm

 

Will I receive a text or call to let me know my delivery is on its way?

Yes, you’ll receive a text message from DPD if your provided us with your mobile phone number. You will be given the option to change your delivery slot or leave the hamper in a safe place.

Can I place an order over the phone?

Yes you can call our dedicated team in the UK at 0800 00 96185. They’ll be able to help you place an order and they can also provide product advice. We do charge an additional £5 on all orders placed over the phone with us in this way. Our team can help you set up your account and getting you started with your order.

Can I book a delivery slot?

We currently do not offer timed delivery slots. If you ordered from us before 12pm your order will arrive the next day if you order Monday-Thursday. Thursday after 12pm-Sunday you will receive your order the following week on Tuesday.

We make our deliveries between 8am – 10pm Monday to Friday excluding Bank Holidays.

Do I need to be in to sign for my delivery?

Yes you will need to sign the drivers tablet so that we know your order has arrived with you safely.

How long will my delivery take to arrive?

We currently do not offer timed delivery slots. If you ordered from us before 12pm your order will arrive the next day if your order Monday-Thursday. If you order after 12pm on Thursday-Sunday you will receive your order the following week on Tuesday.

My order has arrived damaged. Who do I contact?

Email us at hello@freshpet-online.co.uk and we will help you out. You can also call our Customer Service team at 0800 00 96185

What do I do if my delivery has not arrived by the specified time?

Please call our Customer Service team on between 8am – 8pm Monday to Friday or 9am – 5pm Saturday and Sunday.

When will my delivery be dispatched?

Your delivery will be dispatched as soon as our warehouse has picked and packed your order. You will receive an e mail to confirm your order has been dispatched.

Where in the United Kingdom do you deliver?

We are currently not able to deliver Freshpet to anywhere other than the UK mainland. We DO NOT deliver to the Isle of Man, the Channel Islands, the Isle of Wight, and the Isles of Scilly. This also includes Northern Ireland, and remote areas of Scotland including the northern isles of Shetland and Orkney, the Hebrides, Arran and Skye.

PRODUCT

How long will I have to use my hamper?

We recommend the number of weeks feeding from each hamper in the shop. We base these on a medium sized cat or dog and reasonable levels of active. Please use our guide on freshpet.com or on the back of packs once purchased to guide you. We guarantee at least 3 weeks before expiry. But once opened you have 7 days to use the product because like any fresh product it will spoil once expose to air. Please always keep refrigerated between 1-4 degrees.

What is the best way to switch to an all Freshpet diet?

When switching from another brand of pet food to Freshpet, we recommend doing so gradually over a period of 7-10 days.

Can Freshpet foods be frozen and stored in my freezer for future use?

We don’t freeze our Freshpet recipes after we’ve gently cooked them and packaged them. So we recommend serving our food fresh from the fridge for the best results, but you can choose to freeze any unused portions for later use. Be aware that you may see a slight change in colour and texture when thawed, but this won’t change the nutritional value or taste of our meals.

Once served, how long is it safe to leave Freshpet refrigerated foods in my dog or cat's bowl?

Treat Freshpet refrigerated foods as if you would freshly prepared foods at home. We recommend that you do not leave refrigerated food in the bowl for longer than 2-3 hours.

Is Freshpet complete and balanced nutrition?

Freshpet foods are 100% complete and balanced and exceed AAFCO’s minimum standards for adult canine and feline nutrition. To ensure your pet is getting all the nutrition he or she requires, feed a complete and balanced food.

Is the protein level in Freshpet recipes appropriate for all dogs?

For pets that have pancreatic problems or compromised renal function (i.e. kidney), high protein diets made from meat and fish should be avoided. If your pet suffers from these conditions, consult your veterinarian to determine if Freshpet is appropriate.

My pet is on a special diet from our veterinarian. Can I use Freshpet food?

It’s always best to ask your veterinarian if Freshpet is appropriate for your pet’s specific condition before introducing it into his or her diet.

How can I tell is the product is fresh when I buy it at the store?

Just like the fresh human food you buy, there is a sell by date on each package of Freshpet food. Once opened, we recommend you use our foods within 4 days.

What type of Freshpet food is right for my pet?

At Freshpet, we believe in the difference fresh dog and cat food can make to the health of your pet. The choice between Freshpet recipes really depends on the individual needs and preferences of you and your pet.

All Freshpet food is:

      • Made with all-natural, fresh ingredients
      • Minimally processed to retain essential vitamins and nutrients naturally found in our fresh ingredients
      • Free of artificial or chemical preservatives
      • Free of corn, wheat and rendered meals
      • Always made in the USA
      • Farm raised chicken and beef
      • 100% natural protein
      • No ingredients from China

Where are Freshpet foods made?

All Freshpet refrigerated food is made in our very own Freshpet Kitchens in Bethlehem, Pennsylvania. Freshpet treats are made in the USA by carefully selected partners that are required to strictly adhere to our high quality food and safety standards.

Are Freshpet foods raw? Is there a risk for parasites or harmful bacteria?

Freshpet food is not raw, but steam-cooked for cats and dogs. Freshpet refrigerated food undergo pasteurization similar to milk and other freshly prepared foods, making it safe for handling and serving.

Where do you source your ingredients?

97% of Freshpet ingredients come from the USA and Canada. 70% of Freshpet ingredients come from local farms. No Freshpet ingredients come from China.

Are Fresphet foods organic?

Our focus is on finding the highest quality and freshest ingredients out there. While our foods are not organic, they are all-natural, antibiotic and preservative free.

Are Freshpet foods all-natural?

Yes, Freshpet foods only use all natural ingredients. Freshpet foods never contain any artificial or chemical preservatives (BHA, propylene glycol) commonly found in traditional dry, canned and semi-moist pet food.

Why does Freshpet use fresh meats instead of rendered meats?

Freshpet uses fresh meats because they are fresher, held to higher quality standards, and are never pre-processed. Our fresh meats only include muscle meats, are never frozen or heated prior to being included in our recipes, and must be used within 4 days. Meat meals can include varying types and qualities of meat and waste products, are highly processed, and can have a shelf life of up to one year.

Why do your products include garlic? Isn't it harmful to pets?

All of our rolls and roasted meal contains garlic in small amounts. To reach a level of toxicity, a pet would have to consume the entire bulb of fresh garlic at each feeding. The garlic component that is toxic to the dog is the allicin chemical. A more general term. Allicin is the “smell and oil” when you crush the garlic. Our garlic powder contains less than 0.2% allicin which is very safe to be used.

Why do your products include salt? Shouldn't we monitor sodium intake for pets

Freshpet uses minimal amounts of salt and potassium chloride (lite salt) in our recipes to help combine our fresh meats. Our salt levels are within the ranges recommended by veterinary nutritionists.

STILL HAVE ANY QUESTIONS?

Please call our Customer Service team at

0800 00 96185

 

They are available:

Monday to Friday 8am – 9pm

Saturday 8am - 7pm

Sunday 9am - 6pm