Asked Questions

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1. My Subscription

1.1 When is my next subscription order due?

You can view this by logging into your account and selecting the subscription tab. Your active subscriptions will be displayed with the next delivery date displayed.

1. My Subscription

1.2 How do I change my payment details?

Once logged into your account, you can select the ´Payment Method´ tab within your account, once selected you will see the prompt to Add New Payment Method´. You can then add either a Credit/Debit card or PayPal payment to your account.

1. My Subscription

1.3 How do I add a product to my subscription?

To add an item/s to an active subscription is simple. Just ensure you are logged into your account that you have an active subscription with, visit the product page you would like included in your sub, add the product to your basket, then once you have added all the items you require you select to view your basket. Once in your basket you will see that there is an option to add the products to a current subscription, once this has been selected, you can manually select which subscription you would like this request added to. Once complete, you can check out as normal.

1. My Subscription

1.4 How do I stop my subscription?

We're sorry you’re thinking of stopping your subscription. You can cancel your subscription within your account. You select the subscriptions tab, you can then select the subscription you would like to cancel. Once in your subscription you have an option to change your delivery date, if you would just like to push back your delivery, or you can select ´Cancel´ to remove the subscription from your account completely.

1. My Subscription

1.5 How do I stop my meal plan?

We're sorry you’re thinking of stopping your subscription.

To cancel your meal plan subscription, please call us on 0800 0183 770 and our friendly customer service team will help. If you’d just like to take some time out, you can change you delivery date. Just log into your account, and 'edit' your next order.

2. Service Questions

2.1 What is the minimum spend for free delivery?

All orders must be £39.00 and over (inclusive of any discount codes entered) for the free delivery weekday option.

2. Service Questions

2.2 What is the weight for me to ensure a delivery with your own refrigerated vehicles? What is the order weight to receive deliveries via a courier partner?

Your pet's delicious frozen food leaves our Norfolk factory in either one of our green vans or by one of our expert courier partners. There are no weight restrictions that determine which delivery method is used for your delivery. Our delivery calendar at checkout will provide the delivery dates available.

2. Service Questions

2.3 Your website is telling me my postcode is not valid?

For all postcodes to be verified and successfully added, please ensure a space is entered within the middle of the post code as applicable, or at checkout e.g. (NR16 2FB) not (NR162FB)

2. Service Questions

2.4 How long does delivery take?

Our delivery service is always 24hours due to the perishable nature of our products. If you do not receive your frozen goods in 24 hours please contact us before feeding.

2. Service Questions

2.5 My order is defrosted - can I still use it?

We do not suggest re-freezing defrosted items - if the product is still chilled you can place it in the fridge and use same day - but in all instances please contact us to enquiry about a refund.

2. Service Questions

2.6 Can I recycle your packaging?

Yes! All our cardboard can be broken down and recycled in your normal household recycling bin. The frozen gel packs we use can be snipped once defrosted and poured down the sink - it's a saline solution - and the plastic can be recycled with normal household plastics.

2. Service Questions

2.7 Where are my local stockists?

You can use the stockist locator by selecting the ´Location´ icon in between the search and account icon on the homepage.

2. Service Questions

2.8 Which courier do you use?

We partner with expert courier service providers such as DPD and DHL. As well as using our own fleet of refrigerated vans - tracking links will be emailed to you the day before delivery.

2. Service Questions

2.9 Do you deliver on Bank Holidays?

Our expert courier partners do not deliver on bank holidays at present - our van deliveries do operate on most Bank Holidays with the exception of Christmas day and New Years Day. If you would like to check if we are open, please Contact us and we will be happy to assist.

2. Service Questions

2.10 I am experiencing issues with a promotion or voucher code?

Sorry to hear this! Please ensure you are entitled to the code you have, you qualify through the Terms and Conditions, and ensure you are entering any codes exactly as they appear (do not copy and paste). If you continue to have problems then please contact Customer Services

3. My Account

3.1 How do I reset my password?

You can request a password reset by heading to the login screen on our homepage. Once there, you will see a ´Forgotten Password´ link at the bottom of the login box, select this option and you will be prompted to enter the email address linked to your account. Please ensure you check your junk folder if your email does not appear in your inbox.

3. My Account

3.2 How can I see my orders and find my invoices?

You can view all of your orders within your account, just ensure you are logged in. You can then select Orders, and you will then see all orders displayed within your account. You can view each individual order by selecting them. For invoices please contact Customer Services and we shall provide them for you.

3. My Account

3.3 Where is my refund?

We will issue a refund for you if we are unable to supply items you requested, or in the event you have a faulty or damaged item. Please note your refund can take up to 5 working days. If you are yet to receive any notification from us regarding confirming a refund has been processed, please contact Customer Services. We politely advise you to avoid contacting us before 5 working days.

3. My Account

3.4 Can I cancel my order?

Due to our 24 hour service, you cannot cancel any delivery due the following day. Anything before 24 hours, we can cancel for you. Please reach out to the Customer Service team for their assistance.

4. Feeding

4.1 Are your pet foods safe to feed and handle? What about bacteria?

The safety of our foods is top priority. We genuinely care about your pets and we work hard to ensure our raw pet foods face the most safety and bacteria protocols in the UK. 

We’re proud to lead the market with our continued quality handling methods, use of good HACCP controls, DEFRA licensed micro-biological testing, raw material traceability and outstanding in-house microbiological practices.

Our manufacturing plant in Norfolk has been specifically built in line with all current EU legislation for the manufacturing and distribution of raw meat products.

Natures Menu raw foods comply with the Legal Trading Requirement of the APHA (Animal Plant Healthy Agency) which ensures we abide by all EU and UK laws to ensure the safety of our foods.

We have separate temperature-controlled departments for raw material, production, packing, despatch and finished goods, in order to maintain the highest standards and safety for both humans and animals that come into contact with our foods.

Natures Menu have a specialist delivery service, carrying foods all over the UK in our temperature-controlled delivery vehicles. This helps to make sure your food remains frozen throughout its entire journey to your pet’s bowl.

Our Manufacturing Facilities are registered by DEFRA registered plant No. 28/349/8105/ABP/PTF.

Good hygiene is paramount to good health for humans and this includes handling, storage and preparation of all foods but especially raw foods. We always recommend to thoroughly wash hands, feeding utensils and work surfaces following handling or preparation of raw materials.

4. Feeding

4.2 What about the ingredients you use?

We use high quality ingredients from trusted suppliers. From locally sourced pears to the juiciest red currents, our quality assurance team makes sure we only put the best produce into our recipes.

Our meats are carefully sourced and stored in our high-end facility in Norfolk, ready to be picked and prepared for your pet.

With over 40 years of experience in manufacturing raw food for pets, Natures Menu also holds some of its own accreditations to be proud of including SALSA – Safe and Local Supplier Approval and we are UK Pet Food: Raw Pet Food Certified. This is a world leading certification scheme for commercial raw pet food producers to support the safe production of raw pet food. Expertly delivered by independent certification body Kiwa. The inspection includes:

· Ensuring pet food manufacturing sites are registered and approved
· Use approved suppliers and supplier assurance procedures for all ingredients
· Have appropriate plant design and maintenance
· Have safe product formulations with precise recipes and production methods
· Quality management systems in place including HACCP
· Employ safe handling of ingredients and finished products
· Have full traceability systems and record keeping
· Quality checks performed throughout process
· Hold a program of internal auditing
· Perform microbiological testing and analysis
· Train staff in areas including personal hygiene and use protective clothing
· Have compliant labelling and product communication

4. Feeding

4.3 Is it safe to feed bones to cats and dogs?

Only if they are raw.

Cooked bones are low moisture and can easily splinter or cause choking. Raw bones are softer, more flexible and very easily digested in the low pH of a dog or cat's stomach acid provided they are already on a raw diet. Follow these guidelines to ensure your pet enjoys their delicious raw bones safely:

· Never cut or saw bones
· Avoid feeding bones with small children present
· Never leave a dog unattended with a bone
· Never feed cooked bones
· Always separate multi-dog households before feeding to prevent fights (raw meaty bones have a very high resource value and could cause a fight between even the very best of friends)
· Always feed bones appropriate a dog's age, size, breed and experience.
· Do not feed bones from the butcher as their storage history is unknown and bacteria may be prevalent If storing between chewing sessions, rinse the bone under cold water and store in a plastic bag or container in the fridge
· Always dispose of any uneaten material 24 hours after defrosting.

4. Feeding

4.4 How often should I feed raw meanty bones?

Raw bones can be fed up to 2-3 times a week to promote dental hygiene and provide a naturally satisfying chew session for your pet.

Some of the bones may last longer than others and some may be too hard for young dogs or older dogs with weaker teeth. So make sure you choose the most appropriate bone or chew for your dog. We offer a big selection for all types of dogs.

You can check out our raw bone guide for more detailed advice.

4. Feeding

4.5 Can puppies and kittens be giveen a raw diet?

Unless there is a medical issue, a young animal’s digestive system will be able to cope with the diet.

Our puppy and kitten ranges are made with high quality portions of chicken and have a higher protein content to support growth. They’re also nutritionally complete and balanced, so nothing needs to be added to them.

It is safe to wean puppies from approximately 3-4 weeks of age onto our raw puppy nuggets or junior cans & pouches, and kittens onto our kitten pouches, alongside their mother's milk.

If you choose raw nuggets, we recommend adding some warm water to create a paste that is easy for them to lap up. The food should be cooled to body temperature before feeding and can be tested in the same way as testing baby milk or with a thermometer. From 5-6 weeks of age you may find they no longer require the food warmed or water added.


4. Feeding

4.6 Can a raw iet be fed to a pet with a sensitive stomach?

In general, yes.

In fact, based on our customer feedback, a raw food diet can help with a number of health issues, including:

· Allergies or food intolerances
· Some skin conditions
· Digestive issues such as sensitive stomachs & loose poos
· Anal gland issues
· Sore/stiff joints
· Obesity

As always, if you have any concerns at all that your pet is unwell, or you are unsure if raw is right for them, seek advice from your vet.

4. Feeding

4.7 Will changing to a raw diet affect my pet's poo?

Most of our customers find that feeding a raw diet results in firmer, less odorous and more solid, easier to pick up poo.

The firmer poo may also improve anal gland problems, allowing them to express naturally.

4. Feeding

4.8 Why do you add brown rice or sweet potato to some of your frozen meals?

It’s important to us that we provide a wide range of products to reflect the variety of choices pet owners make, especially for those who are new to raw and natural feeding, or just beginning to consider it.

Dogs do have a more limited ability to digest starchy types of grain than us humans. They can struggle to cope with digesting meals and diets that contain starchy grains like wheat. Brown rice is very low starch and far easier for a dog to digest.

If you would like to feed your dog a grain free diet, you can view our grain free options here

4. Feeding

4.9 How to I start my dog/cat on a raw diet?

For dogs:

We recommend a 7-day transition period. Divide your dog's daily ration into two portions: one raw and one their usual food. Feed each portion ideally 12 hours apart. Eg. raw in the morning and normal food in the evening.

From day 8 you can feed 100% raw. While many dogs can cope without a transition period we recommend this method to give the body time to:

· Adjust digestive enzyme release
· Alter stomach pH
· Adapt intestinal microbiome ('friendly' bacteria)
· Promote healthy digestion and metabolism

4. Feeding

4.10 How do I keep and defrost your frozen meat products?

We recommend defrosting our frozen products either in the fridge overnight or at room temperature for a couple of hours, as you would defrost any frozen meat for yourself. We don’t suggest using a microwave.

Our nuggets and freeflow minces may take up to 2 hours at room temperature to defrost. The minced blocks may take longer as they are a denser product.

All defrosted meats need to be kept in a fridge and consumed within 24 hours.

Find out more about safe raw feeding

4. Feeding

4.11 What can I move puppy onto adult food?

Your puppy can have our puppy nuggets or junior foods from our ambient range up to 12 months of age, although this is not usually necessary. In most cases, you can try your puppy on our adult range from 20 weeks of age.

If your puppy is a giant breed dog (with an expected adult weight of 60 kilos plus), then it can be a good idea to keep them on our puppy varieties up to 7-10 months old.

4. Feeding

4.12 How much is home delivery and when do you deliver?

To qualify for free weekday shipping, all orders must be £39.00 and over (inclusive of any discount codes entered).

Shipping cost depend on the type and day of delivery as well as the order amount:

Weekday delivery: Ambient orders below £39 incur a £5.95 delivery charge. Frozen or mixed orders below £19 incur an £11.95 and below £39 a £7.95 delivery charge.
Saturday delivery: All ambient orders, as well as frozen orders from £39 incur a £9.95 delivery charge. Frozen or mixed orders below £19 incur a £13.95 and below £39 an £11.95 delivery charge.

Your order will be shipped with our expert courier partners or in one of our green Natures Menu temperature-controlled vans, arriving at your home in perfect condition for your pet’s next delicious real meal.

In order to ensure the product is not defrosted on delivery you will need to be available to take the order so we can deliver it straight to your freezer. Alternatively, please leave us a delivery note when you place your order online, detailing where you would like your order to be left.

We deliver to every area of the UK at least once every 2 weeks, in some areas we deliver twice in a week. You will be able to view your delivery days when you sign up and place your order.

4. Feeding

4.13 Do your Just Mince products or nuggets contain bone?

All of our minces, except the All Beef 400g mince block, Beef Freeflow, Tripe Freeflow, Tripe 400g mince block, Beef and Tripe mix 300g and beef nuggets (Country Hunter) and Original are created by mincing quality carcass with meat attached, so minced bone is a natural and integral part of many of our raw complete meals and just meat products.

4. Feeding

4.14 How can I help my dog lose weight with Natures Menu diet?

When feeding complete and balanced cans, pouches, raw meals or nuggets:

Feed for the weight you want the dog to be, unless this would mean a big drop in food, in which case gradually reduce over a 2-week period.
For an ideal weight-loss program, speak to one of our team or your vet.
Use one of the lower calorific varieties.
When making up raw meals at home:
Feed for the weight you want the dog to be, unless this would mean a big drop in food, in which case gradually reduce over a 2-week period.

4. Feeding

4.15 Can you cook your raw food?

We recommend feeding our raw complete and balanced meals, just meat products and raw bones and chews after they've been thoroughly defrosted - but not cooked.

The majority of our products thaw within the space of 2 hours at room temperature and can be fed immediately in their wholesome raw state.

We do not advise that you cook or microwave our products as we are advocates of a raw diet and are unable to guarantee the nutritional value of our complete meals when cooked.

All our products are designed to be safely fed raw.

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