In the rare event that your parcel arrives damaged, please report it to the delivery driver and signed for the parcel as "DAMAGED". Please email us with photos of any damage to the outside of the unopened parcel and also the damaged goods inside. We will reply to your email as soon as possible and advise on your options.
Split/Damage Dry Food Packaging
Dry kibble will still be fine to feed as long as it is contained within the outer parcel packaging. We add perforation holes into the gusset of the bags to allow the air to escape more effectively to try to prevent bursting but transit damage can still occur occasionally. If you are not happy keeping the food then please send us photos so that we can arrange collection and replacement.
We try to package wet food tins as well as possible but occasionally some of the tins can be dented in transit. They are fine to feed as long as the tin has not been punctured.
FAQ: The lid of my Akela wet food tin can looks/feels a bit raised as if the tin is blown - is this normal?
Yes, the lids of the cans can be slightly raised or depressed depending on the recipe, pressure and temperature during cooking. Our wet foods are cooked inside the tin can and are not vacuum packed. As long as the can is still sealed, not punctured, and within the best before date then it is fine to feed.