My pet’s food is mouldy/spoiled. What do I do?
First things first, if you believe your pet’s food may be mouldy or spoiled, don’t feed it.
We run many quality checks and our product is completely sterilized. However, occasionally during the process, the packaging may be exposed to air.
It's important to clarify that the lack of sterilization is highly improbable. It's more probable that there was a recontamination, like the package not being fully sealed after sterilization.
If you notice anything unusal, it's best not to feed it to your pet and get in touch with our carelines right away (you can find our contact details in the product packaging).
The more info you can provide, the better we can help:
Name of product (if you have a multipack, please provide pack name and variety, ie Felix As Good As It Looks Ocean Feasts)
- Pack size
- Flavour affected
- Store name (where you bought it from)
- Batch code (include examples of batch code images here)
- Any additional information you can provide is helpful, for example, did you notice any damage to the products packaging?
- Photographs (of product and proof of purchase if you have it)