How soon will I receive my first delivery after sign-up?
Unless you have opted for a Saturday delivery, the delivery of your first box will be on a Friday. Whether it is the first Friday after placing your order or the second Friday will depend on the day you confirm your order and stock availability. Therefore your delivery can arrive between 4 and 13 days (unless you choose to postpone your first delivery) after you have confirmed your order.
If you look at our guide below, you can see how long you'll have to wait...
|Day of order confirmation||Monday||Tuesday||Wednesday||Thursday||Friday||Saturday||Sunday|
|Number of days till delivery||4/11 days||10 days||9 days||8 days||7 days||6/13 days||5/12 days|
How do I postpone my dog’s box if I'm away that week?
We don’t want your dog to run out of food, so you can to bring forward your delivery date (to allow for holidays etc) but not postpone it (excluding your first order for which it is possible to delay your delivery for up to 3 weeks). Please Get in touch if you need to make a temporary change.
How do I cancel my deliveries?
You can cancel your subscription within the My account section of our website on your dog’s profile page. If you need to cancel the subscription for more than one dog, you must cancel each one individually.
You must cancel your order at least a week before delivery of your next box is due. If you cancel within this 7-day period (as specified above) your cancellation will automatically apply to your following Pawtions® box.
If you wish to discuss the cancellation of your dog’s box please Get in touch directly.
What do I do if my box is late?
If your box does not arrive on the delivery date confirmed to you via text or email, please contact us to let us know as soon as possible. You must report non-delivered Pawtions® boxes with 72 hours of this date to qualify for compensation under our Terms and Conditions.
What do I do if I wasn’t in to receive my delivery?
If you received a ‘missed delivery’ card from our delivery driver, please follow the instructions on the card to rearrange delivery of your Pawtions® box, collect it from a local depot or arrange for it to be left in an agreed safe place or with a neighbour.
What happens to my box on a Bank Holiday?
We do not deliver on Bank Holidays so should any of your deliveries fall on a Bank Holiday, we will rearrange your delivery for the previous working day. If this should happen your payment will also be taken a day earlier.
Where can my box be delivered to?
Your Pawtions® box can be delivered to any UK address and it does not have to be the same as your billing address. You can change your delivery address on the My details page of our website within My account. If you need to change your delivery address please do so as soon as possible after the last delivery to your ‘old’ address and at least a week before your next delivery is due to the new address.
When can my box be delivered?
Your Pawtions® box will be delivered between the hours of 8am and 6pm. You will be notified via text or email the day before delivery is due confirming the time slot of your delivery. When you receive notification of your delivery time, you will have the option to change this if necessary, but remember if you put the delivery back too many days, you could run out of food.
How much is delivery?
The standard weekday delivery cost is included in the price of your Pawtions® box. You may opt for Saturday delivery at an additional charge of £9.95 per box.
Do I need to be in to sign for my box?
It’s always best if you can receive your Pawtions® box personally. If this isn’t possible, you can request delivery to a designated ‘Safe Drop Spot’ instead, where you are happy for us to leave your box (such as the porch or with a neighbour). If you need to make a change as a ‘one-off’, you must let us know at least 4 days before your delivery is due, so that we can pass on your instructions to the delivery driver. You can update your delivery preferences on the My deliveries page of our website within My account.
Can I change my delivery day?
You can choose either weekday delivery (which is included within the price and is currently always Friday) or Saturday delivery (which costs an additional £9.95 per delivery). If you want to change all of your deliveries from a weekday to Saturday or vice versa you can do this on the My deliveries section of the website within My account. If you need to change a one-off delivery, please Get in touch directly.
For the weekday delivery we currently only offer a Friday, however we are looking into adding alternative weekdays and will let you know if more become available.
What if my box and/or its contents are damaged?
If your box or contents of the box are damaged in any way, please contact us to let us know as soon as possible. You must report damaged Pawtions® boxes within 72 hours to qualify for compensation under our Terms and Conditions.
How do I pay?
When purchasing a subscription from Pawtions® you will be asked for your card details (debit or credit) or Paypal via the secure ‘Sage Pay’ server.
When will I be billed?
When you subscribe, you can request that your first delivery is made one, two or three weeks later. The first payment will be taken on the Monday before your chosen delivery date and every 28 days thereafter unless you make a change to your subscription.
Can I change my billing date?
The billing date is always determined by the delivery date and taken on the Monday before delivery. It is possible to bring your delivery date forward, in which case any associated payments will also move forwards. You cannot postpone payment or delivery, as we don’t want your dog to run out of food.
Can I pay in advance?
Sorry, we can’t accept payment in advance of your normal payment date. This is because you may request changes to the contents of your Pawtions® box up to 4 days before your delivery and we need to ensure that your payment is correct for the delivery which follows. (Any changes you make to the contents of your Pawtions® box may either increase or decrease the price.)
Can I take a payment break if I’m away?
Sorry, no. This is because we strongly recommend against making temporary changes to your dog’s diet, and you can’t buy your Pawtions® Supreme diet anywhere else. If you are going away you can bring your delivery, and therefore payment, forward to ensure you don’t run out of pouches and are available to receive delivery. Please contact us to let us know when you’re going away and to rearrange delivery.
Is it secure to pay online?
We use ‘Sage Pay’ to process all online payments so you can always be sure your data is secure when you make payments to Pawtions®. Sage Pay is independently audited on a regular basis to ensure it complies with the latest security standards set out by Visa and MasterCard. The padlock image on the payment pages confirms that your details are collected in a secure environment.
You enter your card details to Sage Pay, who send these to the bank to be authorised. This is a completely secure process, which ensures that no other party can access your details. We do not hold your card details ourselves.
If you would like more information about Sage Pay please visit: http://www.sagepay.com/
How do I find out about the ingredients in the different diets?
What if my dog has a food allergy?
All of our diets are hypo-allergenic and are free from dairy products, soya, wheat and wheat gluten. We currently offer two speciality diets designed especially for dogs with allergies; Allergy-X® and Duck and Potato. Allergy-X® is a natural, herbal recipe incorporated into our Fish and Potato food. Its blend of herbs has been proven to eradicate many allergies suffered by dogs, such as itching, hair loss and mucky ears, often resolving problems where chemical treatments have failed. Both our Fish and Potato with Allergy-X® and Duck and Potato diets are completely cereal and grain free which makes them perfect for dogs who are particularly susceptible to allergies or have a sensitive digestive system.
How should I change my dog’s diet over to Pawtions®?
It’s really important to make sure you gradually introduce a new food. The best way is to start adding a small amount to the current food. Increase these amounts over the period of a week, whilst reducing the amount of the previous food until a complete change is achieved.
How do you determine the correct portion size?
There are several factors that affect the amount of food you should feed your dog. Breed, age, daily exercise, weight and size can make a significant difference to the amount required.
We take into account all of these factors and calculate the correct portion size, specific to your dog. We provide two individually packed pouches per day so you don’t need to worry about measuring your dog’s food.
Do Pawtions® diets include any artificial flavourings or colours?
We believe in keeping our diets as natural as possible so we do not use any added salt, artificial colours or flavours in any of our products.
What’s the best way to feed dry food?
Your dog should be fed in a quiet place away from the hustle and bustle of the house. Choose a surface that can be cleaned easily, such as a tiled floor or a feeding mat. Always serve the food in a clean bowl; ceramic or metal bowls are preferable. If you have more than one dog in the household, feed them separately to avoid bullying and fighting.
Dry food can be left out during the day and won’t spoil, but you may prefer to put the food out for 15-20 minutes and then remove it to give your dog an established feeding pattern to follow.
It's not advisable to exercise your dog an hour before or after feeding to reduce the risk of your dog getting a bloated tummy.
Should I mix Pawtions® with any other food?
Pawtions® dry food is designed to be fed on its own and the amount we recommend meets your dogs daily nutritional requirements, All our dry food is nutritionally complete and balanced. It contains all the nutrients, vitamins and minerals that your dog requires for a happy and healthy life.
Adding any extra food or supplements to a Pawtions® diet could upset the carefully formulated nutritional balance. Just make sure your dog has plenty of drinking water available.
Can I moisten the food?
If you prefer, you can add a little water to moisten the food, according to your dog's preference. This will not change the nutritional value of the dry food. Adding a small quantity of warm water to dry food can enhance the flavours and acts as a gravy substitute. This may be particularly useful if you’re switching your dog’s diet from a wet to a dry food. If your dog has tender teeth or gums, you can soak the food until it is soft before feeding. Please remember that after water is added the food should be eaten relatively soon and any uneaten food should be discarded. It may be better for your dog’s dental and oral hygiene to feed Pawtions® dry.
Always supply plenty of clean, fresh drinking water at all times.
Which diet should I choose for my dog?
We offer a complete range of 'Pawtions® Supreme' dog food that will cater for all ages, breeds and dietary requirements:
- Our Pawtions® Supreme Puppy food is available in regular and large breed, both high in protein and formulated to promote healthy growth and strong bones.
- We offer four flavours of Adult Supreme to accommodate all tastes, with the classic Chicken & Rice available in three bite sizes. There is also an Adult Light option available for overweight or less active adult dogs.
- Three Supreme Speciality diets are provided, including Allergy-X®; a natural remedy for skin irritation,
Verm-X®; a natural defence against internal parasites and a Duck & Potato; a premium, grain free food.
- Finally, our Supreme Senior diet is the perfect lighter choice for older dogs.
Does Pawtions® dog food contain undesirable 'animal derivatives' e.g. beaks and feathers?
Our diets are completely free from beaks and feathers. All our diets are made up of the clean parts of the carcass only, which are then ground into a Calcium-rich flour. We are proud of the ingredients used in our foods so do not conceal them under categories such as ‘animal derivatives’ but list them clearly on our packs and in our literature.
Where can I buy Pawtions®?
Pawtions® is only available for purchase direct from our website at www.pawtions.co.uk
The portion size you’ve recommended is different to the one I normally feed, why is this?
The portion size may vary considerably from your dog’s previous diet. This could be because the calorific value of Pawtions® differs from the previous food, so there may be more or less food per portion. It’s worth remembering that a portion of dry food may look smaller than a portion of canned food and, as dry foods are in general more energy-dense than wet foods, your dog may need to eat proportionally less of the Pawtions® dry food to take in the same calorific value.
Why do I receive 62 pouches of food in my first box?
We provide extra food pouches in your first box to act as a ‘buffer’ in case there are any delays with future deliveries, due to bad weather etc.
Will my dog be bored eating the same food all the time?
No, boredom with food is a human trait. Dogs are creatures of habit and are usually happy with one food.
How often should I feed my dog?
We recommend that puppies should be fed four times a day from weaning (3-6 weeks) to six months of age, therefore we recommend you feed half a pouch each time. After six months, they should be fed twice a day.
Most dogs should continue to be fed twice a day throughout their life. It’s best for the dog to have two mealtimes to spread out their calorie intake and give them sufficient time to burn off the calories throughout the day.
How many treats should I give my dog?
We provide one pack of treats in every Pawtions® box, which should be spread across the month. Please note that the treats are not accounted for in the calorie intake. It can be a good tip to keep back some of the kibble from one of the portions to use as an alternative to treats.
SUZIE SAYS: Carrots can also be given, in moderation, as a healthy alternative to treats. They are low in calories and good for teeth, if fed raw. If grated, they have been known to improve digestion.
Where should I store the food?
The food should be stored in a cool, dry place.
What if I don’t know my dog’s date of birth?
It helps us if we know your dog’s age to help determine the best diet for your dog. It doesn’t matter if you don’t know the precise day but we do need to know the year and month. If you are unsure, please guess as accurately as possible. This also means we can help celebrate your dog’s birthday!
What if I don’t know my dog’s weight?
If you don’t know your dog’s weight, the easiest thing to do is to weigh yourself and then pick up your dog and weigh yourself a second time and work out the difference. Alternatively you could ask your vet to weigh your dog, which should be free of charge.
How can I tell if my dog is overweight?
Your dog may be overweight if it has any of the following characteristics:
- Your dog's ribs, spine and hip bones are hard to feel
- His/her waist is barely visible with a broad back and his/her belly may droop
- There is a layer of fat on your dog's belly and at the base of his/her tail
If you think your dog is overweight please contact us so we can discuss a weight reduction programme.
How can I tell if my dog is underweight?
Your dog may be underweight if it has any of the following characteristics:
- Your dog's ribs, spine and hip bones easily seen
- He/she has an obvious waist and abdominal tuck and there may be some loss of muscle bulk
- There is very little or no fat which can be felt under his/her skin
If you are worried that your dog is underweight please contact your vet and contact us if you need to discuss your dogs diet.
If you live outside the UK, please contact us directly to find out if we can deliver Pawtions® to you.
I live outside the UK, can I still use your service?
If you live outside the UK, please contact us directly to find out if we can deliver Pawtions® to you. There will be an extra cost for deliveries outside the UK mainland.
General Care and Well-being
Why should I change the diet if my dog is fine on it’s present diet?
Pawtions® offers something that you won’t get from any other dog food… not only do we provide a complete, healthy, nutritious and well-balanced range of Pawtions® Supreme dry dog foods, but each portion is individually packed in the correct pouch size, tailored specifically to your dog’s needs. This means your dog’s food is always fresh and crunchy and you don’t need to worry about measuring out the correct amount!
Your box will be conveniently delivered to your door every 28 days so you won’t be taking any more trips fetching and carrying heavy bags of dog food and your dog will never run out of food. You also won’t need to worry about buying poop bags or treats, as we provide these free in every box. The Pawtions® programme is a complete care package and we also offer optional flea and worming treatments, included at the right intervals and times so you don’t need to remember when these are due. Finally, as a Pawtions® member, you will have access to our fun and friendly online community of dog lovers.
Is it ok to feed my dog on a dry food only diet?
Yes, our range of 'Pawtions® Supreme' dry dog food contains the perfect balance of essential nutrients, vitamins and minerals your dog needs for a healthy lifestyle.
Dry food has the following benefits:
- It is easier and more convenient to serve.
- It is easy to store.
- It has fewer odours.
- It is more hygienic and less likely to spoil once in your dog's bowl.
- It may help reduce tartar build-up leading to healthier teeth and gums.
- It can help ensure firmer stools.
- If you are switching your dog from a wet or mixed food to Pawtions® dry food be persistent during feeding. Your dog may refuse the food before giving it a try. If this happens, you could try moistening the food with a little warm water or heating in the microwave to increase the aroma and make the food more appealing.
What should I do if my dog gets sick on the new food?
If you have followed our Changing diet guidelines, your dog shouldn’t experience any problems with the transition. If you have gradually introduced the new food and your dog seems ill (vomiting or diarrhoea), you should contact your vet straightaway.
If my dog is neutered, how does this affect the diet?
Neutered dogs have a lower calorie requirement, and we take this information into consideration when calculating the correct portion size for your dog. If your dog is neutered after you joined Pawtions®, you should update this information on your dog’s profile page.
Is it harmful to my dog to eat scraps/leftovers of food from the table?
It is important to stop feeding your dog from the table as this can upset the natural balance of the food and is particularly important when introducing a new food. This is best achieved by removing your dog from the kitchen/dining room during mealtimes.
There are certain foods you should never feed your dog, including:
- Raw meat – could cause food poisoning
- Meat/fish with brittle or small bones – could damage teeth/gums and cause obstructions in the gut
- Human chocolate, onions, grapes, raisins – can be highly toxic to dogs
How often should I use flea treatments on my dog?
Regular flea treatment is the key to preventing an infestation in your home. We recommend routinely giving your dog flea treatment three times a year and we offer Bob Martin Spot On flea treatment as an optional part of your Pawtions® subscription.
If you’re seeing a large number of fleas, this is a sign that your home environment is infested and you should treat your dog more regularly (every four weeks) to bring the situation under control. You should also treat your home using pest control products.
How often should I give worming treatments to my dog?
It is recommended that adult dogs should be wormed routinely four times a year (every 3 months). There may be specific instances however where more frequent worming treatment is desirable. Importantly, these include worming of puppies at two, four and six weeks of age and eight, twelve, sixteen and 24 weeks of age or if any dog is experiencing any consistent worm problems.
How do I contact you?
How do I recommend a friend to Pawtions®?
Go to the Recommend a friend tab on the Get in touch page on the website to provide us with the names and email addresses of any friends who you think may like to join Pawtions®. We offer exciting incentives and added extras for both you an your friend for helping to spread the word about Pawtions®.
How can my dog become a Pawtions® Panel tester?
We’re keen to make sure that everything we do is thoroughly tried and tested by our most important customers – and that means your dog! Please send us an email to firstname.lastname@example.org with Pawtions® Panel in the subject line, your dog’s name and your registered account email address details and we will add you to our panel. We will be in touch when we have some new products we’d like your dog to test for us!
How does the ‘Happiness Guarantee’ work?
We’re so confident that Pawtions® is perfect for your dog that we’re offering you a 12-week, no quibble Happiness Guarantee when you subscribe. If your dog is not completely happy, healthy and satisfied on the Pawtions® diet, please call us and you will be refunded in full for your unused food.
For further information about our Happiness Guarantee please see Clause 7 of the Pawtions® Terms and Conditions.
Only the very best
Our range of Pawtions® Supreme dry foods are all hypo-allergenic and made in the UK to the highest specification, using only the best, natural ingredients.
If your dog is unhappy with the food our no fuss "Happiness Guarantee" ensures that you will be refunded in full for your unused food.