Our FAQs

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. 

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 getting 10% off your first order, being able to join our Subscribe & Save programme to receive 5% off every order, and being rewarded through our Pawsome Perks loyalty scheme.

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

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 5% with our Subscribe & Save service. 

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.

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.

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. 

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. 

Why Should I Change To Naturo From My Usual Lower Quality Brand?

Due to nutritional deficits in low-quality pet foods pets may be more likely to develop health problems. Feeding your pet a high-quality food, such as Naturo, will help reduce that risk keeping your pet healthy throughout its life.

How Can I Change My Pet Over To Naturo Natural Pet Food?

When changing to Naturo, you should transition to the new diet gradually in order to give your dogs digestive system time to adjust to the change. Ideally, these transitions should happen over 14 days. During this transition, you will gradually incorporate more and more of the new food by mixing it with your dog's current diet.

Should I Choose A Grain Free Or With Rice Product For My Dog?

The choice is up to you entirely! The first thing you need to consider is if your pet has any allergies to grains. If your pet has an allergy to grain, we recommend our Grain Free range however there are many benefits to our With Rice range as well. Rice is an excellent source of carbohydrates for energy, dietary
fibre, essential amino acids, vitamins and minerals.  

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

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

How Can Naturo's Natural Products Stay Fresh Without Adding Preservatives?

Naturo's Wet Dog and Cat Food have a unique cooking process which ensure that pathogens and microbes which cause
food spoilage are eliminated. This means, unless the packaging gets damaged,
the food is safe to eat up until the best before date stated on the pack. This
is how we keep all our food completely natural and preservative-free whilst
maintaining a long shelf life.

Where Do Your Ingredients Come From?

We work closely with all of our suppliers,  and we keep a close eye on what ingredients we receive. Every supplier must complete a rigorous approval
process before we accept their ingredients If they do not meet our requirements, we simply will not accept them. The quality of the ingredients going into our petfood
is how the quality of the pet food we deliver to you is so excellent. The majority of our supply is locally sourced, where possible. All ingredients used can be traced back to the source. 

I See That Naturo Contains Vegetables In Its Natural Dog Food, How Does This Benefit My Dog?

As with humans, vegetables provide essential nutrients including vitamins and minerals required for many different roles within the body, carbohydrates for energy, natural dietary fibre to promote healthy digestion and antioxidants which help protect the body against oxidative damage. You can see the specific ingredient benefit for every fruit, vegetable, grain, and meat we use here.

If A Product Contains 60% Meat, What Else Is Included In Them?

Alongside our products all having a high meat content, they are also packed full of other ingredients that benefit your four-legged friend, as well as added vitamins and minerals. You can see our full ingredients list here. The remainder of the product is made up of water, which makes the food juicier and naturally appealing for your pet while also being an excellent source of water. Wet pet food is a great way of getting extra water into your pet’s
diet. Did you know water is the most important nutrient in the body, with
70-90% of body tissue being comprised of water.

I See Kelp In Your List Of Natural Dog Food Ingredients. What Is Kelp And What Are Its Benefits?

Kelp is a seaweed which provides a natural source of fibre and has concentrated sources of minerals, including potassium, calcium, magnesium, iron and in particular, is rich in iodine. Iodine is required in the body for normal hormone synthesis and
thyroid function.

Is Naturo Natural Cat Food Grain Free?

Naturo is a natural Grain Free Cat Food. Our Cat Food also contains no artificial colours, flavours or preservatives and is 100% natural with added vitamins and minerals to support overall
health and vitality

Can You Advise If There Are Any Added Sugars In Your Natural Pet Food?

Naturo Pate recipes, 400g trays and 150g pouches, do not have any added sugars. Naturo chunks in gravy/jelly cans and 100g pouches have a very
small amount of natural sugar added.

I Am Worried About Some Ingredients And Where They Come From, Can You Confirm What Is Used In Your Natural Pet Foods?

All meats and fats in our natural pet food range come from animals fit for human consumption, which can be traced back to the source. We work closely with all of our suppliers, with each delivery of ingredients being inspected before they are approved. Every ingredient in our recipes provide nutrients, there are no filler ingredients.

What Are The Benefits Of Taurine In Naturo's Natural Cat Food?

Taurine is an essential amino acid for cats, meaning they must get it through their diet. Taurine is important to support healthy eyesight, heart function, bile formation, and reproduction.

Is Naturo Gluten Free?

Naturo has a range of Grain Free Dog Food, and our Cat Food range is Grain Free as well. Naturo cans are grain and gluten free, with gluten free tests conducted when producing Naturo cans to ensure no gluten is present.

Rice is a grain that does not contain gluten so while Naturo trays with rich are not tested for gluten, the ingredients in these recipes naturally do not contain gluten.

Do You Offer A Low Fat Product?

We currently offer a low fat Wet Dog Food; Light Chicken with Rice and Vegetables. This has 40% less fat. You can find it here.

Are Naturo Natural Pet Foods Suitable For Dogs With Sensitive Stomachs?

While most dogs can eat any petfood
happily, a small percentage of dogs have sensitive tummies and can have
intolerances or allergies to certain foods and therefore need to avoid certain ingredients found in pet foods.

Some of the clinical signs of food
allergies or intolerances are (but not limited to): vomiting, diarrhoea, poor
coat condition, hair loss, scratching and itching of skin and ears, inflamed
skin, and weight loss.  If your pet displays any of these symptoms, consult a certified veterinarian for advice.

The main foods that can cause
allergies or adverse food reactions in dogs are certain meats, dairy and wheat. At Naturo, we have meal
options without these ingredients. Naturo recipes are not therapeutic veterinary diets, always seek advice from a certified veterinarian if your pet is showing signs of allergies.

I Have Mistakenly Given Your Adult Dog Food To My Puppy, How Might This Affect A Young Dog?

It is of course best to feed your pet a diet developed for their lifestage however, we would expect no adverse consequence from the inadvertent use of a diet designed for an Adult dog. If there is any doubt about your pup being well, please contact your vet and have your dog examined for any signs of ill health. Better safe than sorry!

What Is The Difference In Puppy Food To Adult?

Puppies require slightly different levels of nutrients, including essential amino acids, vitamins and minerals, than adults dogs. Naturo Puppy recipes are developed to meet the specific nutritional needs of puppies. If you wish to feed our Adult range to your puppy, we advise consulting your trusted vet first for their expert medical opinion.

Is Naturo Puppy Food Suitable For Weaning From Mother?

Naturo Puppy recipes are developed for feeding from 2 months old to 1 year, at which point they transition from our Puppy to Adult recipes. Naturo Puppy recipes are suitable for weaning puppies at 2 months old.

When Feeding My Dog Wet Food Only, Do I Need To Add Something For Their Teeth?

Plaque can build up on your pets teeth over time and if left untreated, could lead to conditions such as periodontal disease. Unfortunately, a pets diet alone, either kibbe or wet pet food, isn’t sufficient to clean their teeth and it is recommended that you visit your vet annually who will carry out an oral inspection and teeth clean for your dog. It is also recommended that you brush your dogs teeth at home or feed them dental sticks which have been proven to be beneficial for oral health. Note when feeding dental sticks, be careful of the additional calories it is adding to your dogs diet.

Is Naturo Suitable For A Dog Or Cat With Kidney Disease?

If your pet suffers from kidney disease, you should always consult and follow the advice of your trusted veterinarian. We have customers that use Naturo as a topper for their prescription food in order to increase the palatability for their pet, but they are doing so on the advice or approval of their vet. Always consult your veterinarian with any medical questions you have about your four-legged friend.

Does Naturo Use Recyclable Packaging?

At Naturo we are constantly making changes to improve our sustainability, and over 88% of our products are made from recycled materials. 

Our dry bags, trays, cans, shrink wrap, multi-pack boxes, and cardboard sleeves are all recyclable. Plastic packaging can be recycled at larger stores or some local kerbsides. Currently, our foil lids and pouches cannot be recycled. 

Naturo will continuously and proactively assess our packaging within our sustainability focus. We will explore new products and their usage to align with our sustainability ambition and fully engage in the drive to create enhanced solutions. 

What Is The Shelf Life Of Naturo Products?

Naturo natural wet dog and cat food have a shelf life of 24 months. Naturo dry food has a shelf life of 18 months from production. If you have a specific product query, please get in touch with us at customercare@naturopetfoods.com

Once Opened, How Long Is Naturo Pet Food Suitable To Feed My Dog?

Any uneaten food can be placed in a sealed container in the fridge and served the next day and up to 72 hours (Tray) or 24 hours (Cans) after opening if it is stored per packet instructions.

Can I Freeze Naturo Once Opened?

There might not be a need to freeze Naturo products as the refrigerated storage of the opened product is 72 hours. Therefore any uneaten food can be placed in a sealed container in the fridge and served the next day. However the products can be frozen, we would recommend defrosting them thoroughly before feeding to the pet, although we would not suggest freezing as it may reduce the quality/appearance of the product once thawed.

Is Naturo Pet Food Raw Or Cooked?

Naturo is a cooked pet food. It is gently steam cooked within the tray or can, and is best enjoyed by your pet when served at room temperature.

Can I Heat Naturo Pet Food For My Dog?

Naturo Pet Food can be warmed slightly in the microwave if desired.

Guidance for warming Naturo Natural Wet Dog Food:

Completely remove the foil lid from the tray, or remove the contents from the can, and microwave for 35–45 seconds, leaving to stand for 1 minute before serving. Check that the food is not too hot for your dog to eat. Do not reheat. Consume within 12 hours after heating.

Guidance for warming Naturo Natural Wet Cat Food.

Completely remove the foil and microwave for 25 seconds and leave to stand for 1 minute before serving. Check that the food is not too hot for your cat to eat. Do not reheat. Consume within 12 hours after heating.

What Size Is The Dry Food Kibble?

Our kibble averages at 10mm x 10mm for adult and senior dry food - Because there is fresh meat inside the kibble and it is a natural product, so variance in size is expected. 
Our puppy kibble averages 5mm x 8mm.