Customer Service Policy
We're Here to Help
Your satisfaction is our top priority — and so is your pet's well-being. Our customer service team is dedicated to providing prompt, friendly, and genuinely helpful support for every question, big or small.
How to Contact Us
For all customer service inquiries, please visit our Contact page. We offer several ways to reach us and will always respond as quickly as possible.
Response Time
Our Commitment to Speed
-
Standard inquiries — we respond within 24-48 hours on business days
-
Urgent matters — please mark your message as urgent and we will prioritize it
-
Order issues — any problem with an active order is always treated as a priority
Business Hours
Our team is available during standard business hours. Messages received outside of these hours will be addressed on the next business day.
What We Can Help With
Our customer service team can assist you with:
Orders & Shipping
- Order status and tracking
- Shipping address changes
- Delivery issues and delays
- Damaged or lost packages
Products & Nutrition
- Product questions and recommendations
- Feeding guidelines and portion advice
- Ingredient and formula information
- Transitioning to a new food safely
Returns & Refunds
- Return requests and status
- Refund processing questions
- Exchanges and replacements
Account & Technical
- Account issues and login help
- Email subscription management
- Website and checkout support
- Payment questions
Feedback & Suggestions
- Product feedback and ideas
- Website improvement suggestions
- General comments and concerns
Order Modifications
Can I Change My Order?
If you need to modify or cancel your order, please contact us as soon as possible.
-
Before dispatch — we can usually modify or cancel your order with no penalty
-
After dispatch — the order is on its way; we can help with returns or exchanges instead
-
Address changes — contact us immediately and we will do our best to update the carrier
The sooner you reach out, the more we can do to help.
Product Support
Feeding Guidance
Unsure how much to feed, how to transition foods, or what formula fits your pet's needs? Our team can provide:
- Personalized feeding recommendations
- Safe food transition schedules
- Guidance on mixing wet and dry formulas
- Advice based on breed, age, size, and health status
Nutrition Questions
Have a question about ingredients, guaranteed analysis, or why we formulate a certain way? We will give you an honest, science-based answer — no marketing fluff.
Complaints
How We Handle Complaints
We take all complaints seriously. If you are dissatisfied with our products or service:
-
Tell us what happened — the more detail, the better
-
We investigate — we look into every concern thoroughly
-
We respond — you will receive a clear answer and a fair resolution
-
We improve — every complaint teaches us how to do better
Our Resolution Standards
- Honest and transparent communication
- Fair and reasonable solutions
- Respect for your time and concerns
- Continuous improvement based on your feedback
Our Promise to You
-
We listen — your voice genuinely shapes how we operate
-
We respond — within 24-48 hours, every time
-
We resolve — we do not rest until your issue is settled
-
We care — because your pet's health is our shared purpose
Business Hours
Our customer service team is available during standard business hours. Messages received outside of these hours will be addressed on the next business day.
For anything at all — a question, a concern, or just to talk about your pet — visit our Contact page. We would love to hear from you.
