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Our FAQs

Find answers to all your questions about Naturo. From our natural ingredients and recipes to feeding guidelines and quality commitments, we've got everything you need to know!

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General

I Have Ordered The Wrong Product, Do You Accept Returns?

Due to the quick turnaround of our online ordering service, wrong orders cannot always be accommodated. Please contact us via email at customercare@naturopetfoods.com where one of our team will check if we are able to correct your order before it departs our warehouse.

Only Part Of My Order Has Arrived

Your items may be packed into more than one box depending on the quantity and weight of goods ordered. While our couriers strives to deliver orders with multiple parcels at the same time, this cannot be guaranteed.


On occasions, they may have multiple drivers covering the same area on the same day. If one van is full, they may have to split orders over multiple vans.


They will always endeavor to deliver to the 3-4 day turnaround but there is a small possibility that one parcel may arrive on Day 3 and another parcel on Day 4. Please wait until day 3 before contacting Customer Services on customercare@naturopetfoods.com

Can I Amend Or Cancel My Order Once It Has Been Placed?

This is due to our extremely fast turnaround time you are unable to amend or cancel your order once it has been placed. This allows us to pack orders as quickly as possible once received.

Who Will Deliver My Naturo Order?

Online orders to be delivered to Northern Ireland and Ireland are delivered by DPD Ireland. Your tracking number can be used on their site at www.dpd.ie/tracking.


Online orders to be delivered within GB will be delivered by DPD UK. Your tracking number can be used on their site at https://track.dpd.co.uk/


*In extenuating circumstances other couriers may be used such as Royal Mail, Evri & UPS.

I Have Been Sent The Wrong Order

We are sorry to hear you have received the incorrect product. Please contact us via email at customercare@naturopetfoods.com where one of our team will assist you.

My Order Has Arrived Damaged

We are sorry to hear your order has arrived damaged. At Naturo we are committed to giving you the best possible products. Should any product purchased from Naturopetfoods.com be found to be faulty or damaged in transit, we will be pleased to arrange to either refund or replace the product.
When claiming for damaged items, please ensure the damaged goods and packaging are kept in the condition they were in at delivery in case inspection is needed. Where a damage inspection is needed for perishable goods, please take and keep a photograph of the time of arrival for inspection. Damaged in transit returns should be notified to naturopetfoods.com within 48 hours. Please supply us with the best before date and batch code number along with your order reference number when contacting us through customercare@naturopetfoods.com

What Are Your Delivery Costs?

Delivery is free on orders over £35/€40. For orders this amount or below there is a £7.50 delivery charge.

Where do you Deliver?

Our Naturo range is currently available for delivery throughout Mainland UK, Northern Ireland, and Ireland. Unfortunately, zonal charges apply to items going to the Scottish Highlands and Islands. This is dependent on the number of boxes and the weight of each box. For International Order deliveries and further queries please email us directly at customercare@naturopetfoods.com

Where Can I Buy Naturo Natural Pet Food?

Aside from our online store, we stock our products across the UK and Ireland. To find your nearest store, check out our Stockists page.

Need more help? Get in touch

Need more help? Get in touch

How do I earn bonus points with my subscription?

As a bonus for being a subscriber to Naturo Natural Pet Foods, you'll receive 500 points (£5) on your 3rd subscription order and an additional 500 points on your 5th subscription order, once the order is fulfilled.


These points are automatically added to your account and can be redeemed on future purchases. It’s our way of saying thanks for being a loyal customer!

Need more help? Get in touch

Need more help? Get in touch

Do my loyalty points expire?

Yes. Loyalty points will expire 12 months after they are earned, unless they are redeemed within that time.


When points are redeemed, they follow the ‘first in, first out’ rule - the first points earned will also be the first to get redeemed.


You’ll receive a reminder before points expire, and you can view your points balance and expiry dates at any time in your account.

Why can I only redeem my points in GBP?

Although you can shop and checkout in different currencies, points are based on GBP currency. At checkout, you will see a dropdown with points redemption amounts in GBP, but these can be used for all orders, regardless of currency. When you choose a reward at checkout, the equivalent amount in your currency will be taken off your order.

Need more help? Get in touch

Need more help? Get in touch

Do You Offer Free Samples?

Thank you for choosing Naturo for your pet, sampling may not always be possible however, if you are interested please contact us on customercare@naturopetfoods.com and our team will be in touch.

What Is Two-Factor Authentification (2FA)?

Second Factor Authentication is an extra layer of security that most banks have introduced as an extra requirement used to make sure that people trying to gain access to an online account are who they say they are.


Text based authentication interacts directly with a user’s phone. The site sends the user a unique one-time passcode (OTP) via text message. A user must then enter the OTP back into the application before getting access.

Can I Order Over The Phone?

Absolutely! Just give us a call on 0800 433 4522 to speak to one of our colleagues who can process an order for you over the phone if you prefer this method of ordering. Please note you will still need an email address to complete phone orders.

Do You Offer Any Discount For Bulk Orders?

Unfortunately, we do not currently offer a discount for bulk orders or a breeder’s programme. You can save money regularly by getting 10% with our Subscribe & Save service.

Do I Have To Create An Account On Your Website To Purchase?

To complete a purchase from our website, you can either check out as a Guest or Create an Account. The benefits to creating an account include being able to join our Subscribe & Save programme to receive 30% off your first order and 10% off every order, and being rewarded through our Loyalty & Rewards scheme.

How Much Naturo Natural Pet Food Should I Give My Dog/Cat?

Please check the Naturo Feeding Guide to see the recommended daily amount.

Need more help? Get in touch

Need more help? Get in touch