FAQs

We’re delighted to say you can now buy your favourite products direct from us via our online shop.

We are very proud to have partnered with Evri to deliver your HiLife orders safely to your front door. We have chosen to work with Evri as our preferred supplier. We believe they offer a reliable and fast service, tracking options which help you to manage, track and receive your orders, and their carbon neutral commitment minimises impact on the environment.

You can also buy HiLife pet foods through our online partners including Amazon, Ocado and Fetch.

Each product information page will give you the typical analysis, composition and ingredients, calorie content and feeding guide. You can find these if you scroll down the page.

For pets with specific medical health conditions, we are very sorry, however, we are not permitted to give any specific feeding guidance. We are very happy to help with further recipe details about our products which you or your vet's practice may need for you to decide together if we have a product that is appropriate to feed.

If you do have any questions, please get in touch with our friendly Customer Services team who will do their best to help provide the information you require.

We understand that finding the right food for pets with special dietary needs can be challenging. While we can't recommend a specific product for a pet with a health issue, we are more than happy to assist you in your search for a suitable option. Please reach out to us, and we can help you provide additional information to your veterinarian. You can contact us at info@hilifepet.co.uk

It’s all about choice and your dog’s preference.  Some dogs react to having too much or any grain in their diet, making them feel under the weather, whilst to others grains are a great source of slow release energy.  If you have discovered that your dog is sensitive to grain and makes them feel not quite themselves, then our grain free recipes are the ones for you.

However, don’t feel this has to apply to your dog – we offer recipes with wholegrain brown rice which is very easy to digest and can be beneficial for sensitive tummies whilst also being a great source of slow release energy.

Many of our recipes are hand prepared using the finest quality raw ingredients such as whole tuna fish, whole chicken which are gently steamed in pouches to help maintain the goodness of the ingredients. The fish and meat are flaked off the bones before they are blended with the vegetables to create our delicious recipes. The ingredients are handled with care and pride during the cooking process to ensure the recipe consistently meets our high standards.

Rest assured we don’t add anything to our recipes that shouldn’t be there. 

Meat naturally contains water, it is part of what makes our recipes appetising and juicy, alongside this we add a sauce, broth or jelly to help protect the meat whilst it is cooking, a little like you do at home. 

In many of our dog recipes beneficial extras are also included such as carrots, peas and sweet potato, whilst in our recipes for our obligate carnivore cat friends, our recipes are created with just meat and fish to allow their bodies to gain maximum nutritional benefit. Cats receive very limited nutritional benefit from plant material as their bodies have lost the ability to biologically process it over time, protein is essential for a cat to live a happy and healthy life. 

Complete dry recipes provide all the essential nutrients your pet needs to stay happy and healthy. You can feed your pet with confidence, knowing that these recipes create a nutritionally balanced diet, eliminating the need for additional food, treats, or supplements.

On the other hand, complementary foods do not supply all the nutrients required for your pet’s daily needs. However, they make an excellent treat option. Complementary foods should be offered alongside other foods as part of a balanced diet. 

By law all pet food labels have to declare their Composition (ingredients) by ingredient name e.g. chicken or by ingredient group e.g. vegetables and their Analytical Constituents (analysis) according to specific legal definitions.

The term Crude Ash is one of those definitions and it is a measure of the total mineral content in the food.  It represents important minerals such as calcium, sodium, potassium, phosphorus, zinc and iron.

Please be assured Ash is NOT an added ingredient in our products.

To allow pet food manufacturers to create nutritionally complete diets which ensure your pets receive the daily required amounts of vitamins and minerals, a blend of vitamins and minerals are added to the recipes. Some of the vitamins and minerals humans and pets alike require are not available anywhere in the world in a natural form. You will therefore notice that many brands will state 100% natural* with added essential vitamins and minerals which reassures you the recipe is nutritionally balanced and complete for your pets.

Where we can help to influence the sustainability of our supply chain, we do. We were the first UK pet food manufacturer to sign an agreement with the Earth Island Institute to purchase verified Dolphin Safe tuna. 

We would recommend that you gradually introduce a new food over a period of 7 to 10 days and be guided by your pet's reaction. In the early days, replace a small amount of their current food with the new food increasing the amount as the days pass until you are feeding only the new food. Sudden changes in diets can upset some animals’ stomachs and we all also know that some cats can also be particularly fussy with their food of choice. Our advice is to persevere whilst listening to your pets!

We are sorry to hear you have a problem with our product.  Our Customer Services team will be very happy to help you, if we can please ask you to provide as much information as possible when you complete our form, it will help us to progress your question as effectively as possible. 

Please get in touch via our contact page and our HiLife Sales team will get in touch.

As a business, we are working hard to try and reduce the amount of materials we use, especially plastic.  Finding the right product packaging is a careful balance between protecting the food and treats inside, maintaining product freshness and doing the best for the environment.  We can confirm that the boxes, paper, jars, lids and cans used for HiLife products are all recyclable & indeed, many of our outer boxes are made from recycled cardboard.

We have clear labelling to show what is and is not recyclable on our packaging.The pet food industry globally shares the same concern for the environment and desire to make as much packaging recyclable and sustainable, however, all pet food manufacturers face the same challenge as us which is to find a pouch that can allow pet food to be cooked safely in the ovens and which can also be recycled.

We sincerely share your disappointment that recyclable packaging is not yet available for both human and pet food that is cooked in ovens. We are continually talking to our packaging suppliers, who are at the leading edge globally, to learn of any new technology developments to help to reduce the impact of pet food packaging on the environment. 

A very large amount of pet food is sold in these laminate pouches and we do not believe the material used is significantly different between manufacturers. However, as the technology to recycle laminate pouches is extremely expensive and very few facilities exist globally – we always advise that our pouches are not recyclable so that customers do not put them in the recycle bin in error and contaminate other materials. 

We care about the welfare of animals and we'd love to be able to help every registered charity and event that's assisting them. Sadly, the number of requests we receive for donations has increased to such an extent that we have decided we will focus our support on charities and charity events in our local community. If you are within our local area, please contact us via our website.

We hope you understand why we can't sponsor every event or charity and we wish you every success.

We do indeed run competitions where you might be able to win a prize for yourselves and your pets - it would be lovely if you would join our community on our social media pages where you will find details of these competitions. We would also love to hear from you with reviews of our products and to see pictures of your very special HiLife cats and dogs!

Instagram: https://www.instagram.com/hilifepet/

TikTok: https://www.tiktok.com/@hilifepet

Facebook:  https://www.facebook.com/hilifepet

We are very excited to be able to offer you HiLife products direct from us to your homes and have selected to work with EVRi's next working day delivery service. We aim to dispatch all orders received by 12 noon on the same working day, orders received after this time we aim to despatch the next working day.

For locations not classed by our couriers as UK mainland, deliveries will be made within 2 to 4 working days wherever possible. For further details, see our Delivery information page.

Larger orders may be despatched in multiple parcels, these will each have their own tracking number and may arrive with different delivery drivers at different times. You will receive separate courier update emails for each parcel.

At HiLife in partnership with EVRi, we are committed to offering you an efficient and professional delivery experience.

We are very pleased to offer free delivery for all mainland-UK orders with a value greater than £35 (or £30 for subscription orders). If you live in the Scottish Highlands, we will offer you free delivery on orders greater than £35 also however, we will ask you to pay the courier delivery surcharge.

If you choose to place an order below this value, it is important to us that we can offer competitive delivery costs to reflect the service we offer.

Please note that next day delivery applies to orders placed before 12 mid day. Any orders received after 12 mid day will take an additional day for delivery. In addition, any orders placed after Thursday midday will not be delivered until Monday.

Please click here to view our Delivery locations and associated prices.

Delivery charges for non-mainland locations are set by our courier, and are determined by postcode. The list below highlights any addresses classed by our couriers to be included within the Scottish Highlands geographical area -

AB31-38, AB41-56, FK17 – 21, G83, HS1 – 9, IM, IV, JE, KA27-28, KW0 – 17, PA20 - 78, PH19 - 99, ZE

Our HiLife Customer Services team are very happy to help with any order or delivery queries between the hours of 8.30am and 5pm Monday to Friday. You can call them during these hours on 0345 646 1488 or email them at any time on info@hilifepet.co.uk 

If you have received email or text notifications from our couriers on the day of your scheduled delivery, we would ask that you liaise directly with the relevant courier via any of the methods they offer which are communicated in the notifications. We are very sorry that our HiLife team are not able to help once your parcel has reached this stage in the journey to you.

Our delivery days with our couriers are Monday – Friday and the deliveries will be made between the hours of 8.30am and 7pm. Our couriers reserve the right under exceptional circumstances to deliver up to 10pm. If you would like to receive delivery outside these hours, please contact the relevant courier directly and they may be able to assist.

We provide next working day delivery for orders placed before 12noon. For Monday delivery an order would need to be placed Friday before 12 (excluding bank holidays) Otherwise our courier will pick up orders placed over the weekend on Monday (excluding bank holidays)

Around Bank Holidays there will be a delay in delivery, as our deliveries are next working day. Our courier will pick up parcels on the first available working day.

Whilst we try to ensure they arrive together, multiple boxes are picked up by our courier and sometimes are given to different drivers. They should still arrive on the same day, just may be separately.

Yes, you will receive email notifications from the relevant courier once your order has been despatched by our team. Our couriers offer you the flexibility to amend your delivery details and will guide you through the steps within the emails.

1. Your parcel will be delivered by a tracked courier service.
2. You will receive a notification from the couriers via email which will advise the delivery date with tracking information. This notification will be sent once your order has been collected from the HiLife site by the courier. You can use the link in this email or on the Evri app to nominate a safe place, neighbour or Evri drop off location to collect from.
3. On the day of delivery, you will receive your next notification from the courier which will advise the 2 hour delivery slot the same day.
4. The courier is authorised to leave your parcel in a safe place of their choosing if there is no one home at the time of delivery. If you wish to nominate your own safe place or neighbour please use the link in the email or in the Evri app. Please note, by offering a safe place or an alternative delivery address, you are taking responsibility for the safe storage of your parcel(s).
5. If you advise a safe place or alternative address, you will receive a final email notification to confirm successful delivery with a picture of where your parcel has been left.

Please use the link in your email, the Evri app or their livechat. If you do have any trouble, please contact our Customer Service department on 0345 6461488 or by emailing us at info@hilifepet.co.uk

If there are likely to be delays with your delivery, Evri will send email notifications to advise.

You will receive emails from Evri with updates regarding your delivery advising of the date. On the morning of the delivery, once the drivers route has been calculated, the delivery time slot will be sent to you.

We aim to deliver orders on the next working day for the majority of mainland UK (when ordered before mid-day Monday to Friday). Orders placed after mid-day will be collected the following working day to start their journey to you. Couriers collect from us during the working week only therefore, any orders placed after mid-day Friday and over the weekend will be collected and despatched from us on the next working day (i.e. the following Monday, excluding Bank holidays).

You do not need to wait at home for the delivery. If you wish to nominate your own safe place, neighbour or dropped at an Evri drop off point for later collection please use the link in the email or in the Evri app. Please note, by offering a safe place or an alternative delivery address, you are taking responsibility for the safe storage of your parcel(s).

Please note: Selecting a drop-off point will delay your delivery as the parcel needs to be returned to the depot and sent back out.

In the case of an unsuccessful delivery, you will receive an email to advise it has not been possible to deliver your order on the first attempt. The courier will try twice more, communicating with you in the same way as on the first delivery. After three unsuccessful delivery attempts your parcel will be returned to HiLife.

We are very sorry your delivery hasn’t arrived with you safely. If you can please contact our Customer Services team with your HiLife order number, they will be happy to help.

We are sorry to hear your parcel hasn’t arrived in the condition you would expect, we can only apologise and assume it has unfortunately been damaged in transit. If you feel the products within the parcel are not able to be fed, please contact our Customer Services team on 0345 6461488 or email info@hilifepet.co.uk who will be happy to help.

Please take photos of both the outer and inner packaging clearly showing the damage and the label and share these with our team along with your HiLife order number, it will help us to process a replacement and and raise the issue with the courier.

We are sorry that you have an item or items missing from your order. We do occasionally run out of certain products and disappointingly, we are not able to fulfil customer orders. Could we please ask you to contact our Customer Services team who will be able to assist you between the hours of 8.30am and 5pm Monday to Friday on 0345 6461488. If you are not able to call us between these hours, please send an email to the team info@hilifepet.co.uk and they will be able to help you further.

We do understand your concern and thank you for contacting us. To allow us to help you
with your query, we would advise you to contact our Customer Services team with your HiLife order number and they will be able to investigate what has happened. If a refund is required, the team will be able to action for you to the original method of payment.

Please note that refunds may take between 5 to 10 working days to be cleared back into your bank account or to your original payment method which is unfortunately beyond our control.

We are sorry to hear that you have changed your mind and no longer wish to receive a parcel from HiLife.  Please contact our Customer Services team on 0345 6461488 who will be able to access your account and review your order status. Subject to where your order is in its journey, we may need to advise alternative options.

We are very sorry that you have changed your mind about your purchase and wish to return it to us. Products must be returned to us unopened and in the condition you received them from us.

We can organise collection with our courier between Monday and Friday or suggest alternative options including a shop location which our Customer Services team will be very happy to discuss with you further within 14 days from the date of delivery. Our Customer Services team can be contacted on 0345 646 1488 Monday to Friday between the hours of 8.30am and 5pm or alternatively, please email info@hilifepet.co.uk stating your order number. If you are contacting us after 14 days, we will ask you to pay the return charges. In this instance, you are at liberty to organise an alternative courier service however, we would reassure you that we believe we are able to offer very competitive rates from Evri.

Unfortunately, we cannot accept returns which are part of a multipack product.

As pet owners ourselves, we know changing your pet’s diet can sometimes be a challenge and not go as we might have hoped. Please refer to our guide to transitioning diets for further advice and help.

If you do think it is still likely to be a no thank you, please contact our Customer Services team who will be happy to help and advise you of your options. We will ask you to pay for the return charges which can either be via our courier, or you can organise an alternative courier service.

Products that are returned to us must be unopened and in the condition delivered by us.

If you have any other questions concerning your order or delivery, please get in touch with our Customer Services team on 0345 6461488 or email info@hilifepet.co.uk who will be happy to help.

The great news is that as a Subscribe & Save customer, you will save 5% across all products. So whether you are a fan of HiLife, or our other brands Banquet, Perfection or Feed Me!, you’ll receive 5% off across the entire HiLife range.

There is no cost to being a HiLife Subscribe & Save customer. What’s more, you’ll receive 5% off all products within your subscription!

How long your subscription lasts, is completely up to you… You’re in control! Simply let us know how frequently you would like various products to be delivered, and we will do the rest. Your subscription will continue to run until you pause or cancel it.

When selecting the products for your subscription, you can select how frequently you would like various items delivered to you. You will then receive your products ‘x’ amount of weeks after your initial order, depending on your frequency selection.

You certainly can! All you need to do is sign in to your account and head to ‘Manage Subscriptions’ within your account area. From there, you can adjust the frequency of each product within your subscription.

Absolutely – if you no longer need or want a certain product and would like to cancel that subscription, log in to your account and click on ‘Manage Subscriptions’. Click on the ‘Subscriptions’ header and then select the item you would like to cancel. On the subsequent screen, simply click ‘Cancel Subscription’ and this will cease your subscription for that item.

You absolutely can! All you need to do is head to your account area once logged in, and click on ‘Subscriptions’. This will then show you all of your subscriptions (active & cancelled). Simply navigate to the product you wish to re-activate and click the ‘Re-Activate’ button.

Don’t worry, we can do this for you… simply head to your account area to manage your subscription and select the product you would like. You should see a button which says ‘Order Now’, give that a click and that will tell us that you want these items delivered ASAP. We will take care of the rest.

That is also fine! All you need to do, is to sign in to your account and click on ‘Manage Subscriptions’. Head to the product you would like to delay and simply click on the ‘Skip shipment’ button. You will then skip an order, and your subsequent order will then be delivered at the normal frequency.

If you need to update your credit card details, you can update card details within your account area. Simply sign in, and click on ‘Billing Information’. If you then click on ‘Card on file’ a pop-up will appear where you can then enter your new details which will be utilised for future orders.

Simply login to your account and click on the ‘Addresses’ header within the account area. You will then be presented with a page with a button that reads ‘Add Address’. If you press that, a pop-up will appear where you can then enter your new delivery address.

The payment for your recurring orders are always taken 3 days prior to despatch date. For example, if your order was to be processed by us on the 24th March, ready for delivery on the 25th March, we would take payment on the 21st March.

All discount codes are entered at the checkout. There is a field to input the code you have, simply enter the code and press apply - this will then activate your discount.

Discount vouchers/codes cannot be used in conjunction with any other voucher, code or promotional offer and only one promotion code/voucher may be used per order.

Unless otherwise stated, promotional codes, discount offers or any other form of discount vouchers cannot be used in conjunction with purchases made through Subscribe & Save.

Unfortunately no, offers cannot be given retrospectively. Please feel free to use on your next order, provided it hasn't expired.

Depending on your offer, some will have a time limit to use and others an expiry date. The offer may also be running on select product(s) only, please check your basket to ensure you have those that qualify.

*We reserve the right to close offers and promotions at any time . An offer may close early, though we will do our best to inform you this is not always possible.

We reserve the right to close offers and promotions at any time . An offer may close early, though we will do our best to inform you this is not always possible.