Our team have made progress on resolving the issue and orders are now resuming. You’ll receive a dispatch notification email when your order is on the way.
For details on the on the changes we’ve made to kibbles, click here.
For information specific to growing dogs, click here.
Why is my order delayed?
Health and wellbeing is our top priority. That’s why our team conduct stringent quality checks every step of the way – from the raw ingredients we source to your dog’s freshly blended kibble.
On this occasion, our maize supply didn’t meet those standards. We won’t compromise on our nutrition, so we paused your delivery until we could find a solution.
We're working hard to resolve this and part of that process includes carrying out extra checks on both the raw ingredients and the final product.
When will my order be delivered?
Our team have made progress on resolving the issue. As a result, some customer deliveries will resume starting Monday, March 10th.
You'll receive an email update regarding your specific order as soon as we have more information for you, followed by a separate dispatch confirmation once your order is shipped.
We're continuing to work on resolving the issue for all remaining customers. If you haven't yet received an email update, your order is still being processed. We anticipate providing a further update within 7-10 days and will contact you as soon as we have more details.
How can I see if my order has been dispatched?
You can see the full details of your order, including your tracking details once it is shipped, by heading to the “Deliveries” tab of your Tails.com account.
I’m running out of food – what can I feed my dog in the meantime?
While we work to resolve this issue, here’s some advice from our Nutrition Team on what to feed your dog:
- If you still have some kibble left, you can visit shop.tails.com to order a one-off delivery of Tails.com Wet Food. Mixing this with your remaining kibble can help bulk out their meals and provide complete nutrition.
- Alternatively, you can find our retail range, Inner Vitality, in Sainsbury's or Ocado supermarkets. While this food isn't 100% tailored to your dog, like their usual kibble, it is tailored to different life stages and digestive needs, making it a good temporary option.
Can I receive wet food or treats only in the meantime?
Our system is designed to process orders as a whole. Unfortunately, this means we cannot ship items separately once processing has started. We know this isn't ideal and we’re sorry for the inconvenience this causes.
However, if you’d like to place an order for just a wet food top-up in the meantime, just follow this link here.
A £3.49 delivery fee usually applies, but using the link above will add £3.49 credit to your account - so we'll cover the cost here. This credit will apply after you’ve processed the order, so please don’t worry that it doesn’t show in the initial confirmation.
We can't include any treats with a wet food top-up order, but if you’d like to order both wet food and treats together, you can do this on shop.tails.com.
How are you resolving the issue?
As soon as the issue was identified, our team began an immediate assessment and resolution process. Because our food is precisely tailored, this required a meticulous approach which we prioritised. Though time-consuming, this thoroughness is crucial for maintaining our high standards of quality and safety.
Our team is now focused on resolving this while ensuring your dog’s blend is still nutritionally balanced and tailored to their individual needs – with all their exclusions, dislikes and health goals taken into account.
We’re doing this in two ways:
- Reblending – as this issue has only affected some of our kibbles that contain maize, we’re using alternative kibbles that include potato, sweet potato and maize, all of which have passed our quality checks.
- Reformulating – to future-proof our supply and prevent further delays, we’re also bringing in other beneficial grains to substitute maize (including barley, rice and oats).
As your dog might be receiving a slightly different blend, their portion sizes and scoop settings may have been updated – you can check this on the “Feeding Plan” page on your online account.
For multi-dog households, you can check each dog's blend on the feeding plan page, as only one may have been modified.
We're still refining our ingredient supply, so you might notice further small changes to your dog's kibble over the next couple of months. These changes will ensure your dog continues to receive the very best tailored nutrition.
My dog has a health condition/allergy/ intolerance/sensitive digestion – is their kibble blend still tailored for this?
Yes, a key reason for your order's delay is that our team has taken extra time to ensure your dog's blend remains nutritionally balanced and tailored to their individual needs – including all exclusions, dislikes and health goals.
As fellow dog owners, we understand that changes in diet can be challenging for dogs with sensitive stomachs. If at all possible, we recommend gradually introducing their updated blend by mixing it with your dog's previous food over several days to a week. This can help them adjust.
I have more than one dog, why is my whole order paused?
This issue has only affected some of our kibbles that contain maize. However, because all the dogs on your account are part of the same order, we’ve had to pause the entire order. We know this isn't ideal and we’re sorry for the inconvenience this causes.
You'll receive an email update regarding your specific order as soon as we have more information for you, followed by a separate dispatch confirmation once your order is shipped.
As one of your dogs might be receiving a slightly different blend, their portion sizes and scoop settings may have been updated. You can check each dog's blend on the “Feeding Plan” page on your online account to see which have been modified.
When will I get my refund/discount?
To address the immediate impact of the delays, we’re compensating customers based on the severity of their delay.
If you’re eligible for a refund, this will appear on your original payment card within 5-10 working days.
If you’re eligible for a discount, this will automatically apply to your next full order that includes dry food. Please note that discounts do not apply to orders that only contain wet food.
My order hasn’t been delayed - does that mean my dog’s food is unaffected?
Yes. This issue has only affected some of our kibbles that contain maize, not all of them. So if your order is shipping as normal, and you haven’t been contacted by us, your dog’s kibble blend is unaffected.
What was wrong with the maize supply?
The warmer wetter weather that has affected parts of the UK and Europe has led to a number of difficult challenging harvests for farmers. To maintain our unwavering quality standards, we rigorously test all ingredients. When we detected an issue with the maize in some of our kibbles, our team immediately took action to uphold those standards.
What are you doing to prevent this from happening again?
We understand how frustrating delays can be and how vital consistent nutrition is for your dog.
To address this, the reformulations we have completed achieve two key goals: maintaining our strict quality and nutritional standards, and proactively diversifying our grain supply to prevent similar delays in the future.
We hope these FAQs help answer any queries you might have. Thank you for your patience and understanding as we work to resolve this delay.
For any specific questions or worries, please don't hesitate to contact us. We're currently experiencing a high volume of inquiries, but we'll respond as soon as we can.