Fresh frozen food, delivery, and what to do if something goes wrong.
How delivery works
Svenskatt is fresh frozen cat food, so we pack every order carefully to help keep it cold during delivery. If we cannot deliver to your address, we’ll let you know at checkout. Because the food is fresh frozen and perishable, we may only send orders on certain days of the week. This helps us avoid parcels getting delayed over weekends or public holidays. Your estimated delivery time will be shown at checkout or in your order confirmation.
When your order arrives
Please bring your order inside as soon as possible and place the food in the freezer straight away. When you open the box, check that:
- The food is cold to the touch
- The order looks complete
- The packaging is not badly damaged
- Nothing looks unusual
The food may not always arrive completely frozen solid. That is okay. The important thing is that it is still cold to the touch when it arrives. If it is cold to the touch, put it in the freezer immediately and follow the storage and feeding instructions as normal.
What if the food feels soft?
A little softness after delivery does not automatically mean there is a problem. Because Svenskatt is delivered frozen, the food can sometimes soften slightly during transport. If it is still cold to the touch, it should be placed in the freezer as soon as possible and used as normal. If the food is not cold to the touch, please do not feed it to your cat. Email us as soon as possible at mjau@svenskatt.com and include your order number and a few photos if you can.
If something is wrong with your order
Please contact us straight away if:
- The food is not cold to the touch
- Your order is damaged
- Something is missing
- You received the wrong product
- Something does not look right
Email us at mjau@svenskatt.com with your order number, a short explanation of the issue, and photos of the box, packaging or product where helpful. For temperature-related issues, please contact us on the day of delivery where possible. This helps us understand what happened and resolve the issue quickly. Depending on the situation, we may offer a replacement, partial refund, full refund, price reduction or another appropriate remedy.
Missed deliveries and address issues
Please check your delivery details carefully before placing your order. Because Svenskatt is fresh frozen and perishable food, failed deliveries can be difficult. If an order cannot be delivered because the address was entered incorrectly, no one was available to receive it, access instructions were missing, or the parcel was not collected in time, we may not be able to offer a refund or replacement. We will always review these situations fairly, especially if the issue was caused by us or the delivery partner.
Can I return Svenskatt?
Because Svenskatt is fresh frozen and perishable food, we cannot accept returns once the product has been dispatched or delivered. This is for food safety reasons. Once frozen food has left us, we cannot safely resell it or guarantee how it has been stored. This does not affect your rights if the product arrives damaged, incorrect, unsafe, not cold to the touch, or not as described.
Can I cancel my order?
You can contact us to cancel or change an order before it has been prepared, packed or handed to PostNord. If you need to change or cancel an order, email mjau@svenskatt.com as soon as possible.
Paid 14-day trial box
The trial box is paid at checkout when you press the final button showing the amount and payment obligation. Checkout displays its cancellation cutoff. If you cancel before that cutoff and dispatch, we record the cancellation, cancel the linked pending subscription and issue a full refund of the amount actually paid to the original payment method. Until the provider completes it, the refund is shown as pending rather than completed.
After the cutoff or dispatch, contact support. We will assess what can still be stopped, any lawful costs or refund, and all mandatory rights and remedies.
Later recurring subscription boxes
If you have a Svenskatt subscription, you can pause, change or cancel future orders through your customer account or by emailing mjau@svenskatt.com. To apply to a later recurring box, act before its displayed cutoff. We normally take payment approximately three days before that box is due to be sent. Once payment has been taken, that box becomes an active order. Because Svenskatt is fresh frozen and perishable food, we may not be able to cancel, change or refund that active order if it has already started being prepared. Cancelling a subscription stops future orders. It does not automatically cancel or refund an order that is already active, prepared, packed or sent.
Refunds
If we agree to a refund, we will normally refund the payment method used for the order. Refunds can take a few business days to appear depending on your bank or payment provider. We cannot offer refunds simply because your cat does not like the food, unless we are running a specific satisfaction guarantee or promotion that says otherwise. Nothing on this page affects your legal rights if the product is faulty, damaged, incorrectly supplied, unsafe, delayed, not cold to the touch, or otherwise does not meet the requirements that apply by law.
Need help?
Email us at mjau@svenskatt.com and include your order number if you have one. We’ll do our best to help quickly.