FAQ

What makes your nutrition different from other pet foods?

Our nutrition is precisely formulated for breed, age, size, and specific health needs — not a one-size-fits-all recipe. Every formula is developed with veterinarians and nutritionists, backed by over 55 years of research, and refined through feeding studies. The result is nutrition that supports visible health: a glossy coat, healthy digestion, and steady energy.

How do I choose the right food for my pet?

Start with three factors: species (dog or cat), life stage (puppy/kitten, adult, senior), and size or breed. If your pet has a specific health condition, such as digestive sensitivity, skin issues, or weight management, a functional formula may be the best fit. Our website's product finder can guide you, and your veterinarian is always the best advisor for health-related choices.

What is precise nutrition?

Precise nutrition means tailoring every nutrient to the real needs of the individual pet. A Great Dane and a Chihuahua are both dogs, but their bodies and metabolisms are very different. We design kibble shape, energy density, protein levels, and nutrient blends around real differences in breed morphology, age, size, and lifestyle.

How do I transition my pet to a new food?

We recommend a gradual transition over 5-7 days. Start with 25% new food mixed with 75% old food, then gradually increase the new food each day. This gives your pet's digestive system time to adapt and reduces the risk of stomach upset.

How much should I feed my pet?

Each product package includes a feeding guide based on your pet's weight and life stage. These are starting points — adjust portions based on your pet's activity level, body condition, and your veterinarian's advice. Always provide fresh, clean water alongside dry food.

Do you ship internationally? How much does shipping cost?

Yes, we ship worldwide, and shipping is completely free on all orders — no minimum purchase required. Orders are dispatched within 1-3 business days and typically arrive within 6-12 business days. We also cover all customs duties and import taxes, so the price at checkout is the final price you pay.

How long will my order take to arrive?

Orders are processed and shipped within 1-3 business days. Delivery generally takes 6-12 business days after dispatch, depending on your location. You will receive a tracking number by email as soon as your order ships.

Can I track my order?

Absolutely. As soon as your order ships, we email you a tracking number and a direct link. You can follow your package's journey from our warehouse to your doorstep at any time. If tracking ever appears stuck, contact us through our Contact page and we will investigate right away.

What is your return policy?

We offer a 60-day money-back guarantee on all purchases. If you are not satisfied, contact us through our Contact page, and we will send you a free prepaid return label. Once your return is received and inspected, refunds are processed within 5-10 business days to your original payment method.

Who pays for return shipping?

We do. All eligible returns include a free prepaid return shipping label. You will never pay to send a product back to us.

How long does a refund take?

After your returned items arrive and pass inspection, refunds are processed within 5-10 business days. In total, from return drop-off to refund in your account, the process typically takes about 2-3 weeks.

What payment methods do you accept?

We accept all major payment methods available at checkout, including credit and debit cards and popular digital wallets. All transactions are processed securely through encrypted, PCI-DSS-compliant payment providers.

Is my personal information secure?

Yes. All transactions are encrypted with industry-standard SSL technology, and we do not store your full credit card numbers on our servers. We never sell your personal information to third parties. For full details, please see our Privacy Policy.

Are your products safe and quality controlled?

Quality and safety are at the heart of everything we do. Every ingredient batch is tested, every production batch is monitored under HACCP-based food safety systems, and every formula must meet or exceed AAFCO-established standards for its life stage. See our Quality Assurance Policy for full details.

Do you provide a guarantee on product quality?

Yes. If you ever have a concern about the quality or safety of any product, contact us through our Contact page. We will investigate thoroughly and make it right — because the pets who eat our food are family.

Can I change or cancel my order?

Yes, as long as your order has not yet shipped. Contact us as soon as possible through our Contact page and we will do our best to modify or cancel it. Once dispatched, we can help you arrange a return or exchange instead.

How do I contact customer service?

The easiest way is through our Contact page. Our team responds within 24-48 hours on business days. For urgent order issues, mark your message as urgent and we will prioritize it.

Is this food suitable for pets with allergies or sensitive stomachs?

We offer specialized formulas for digestive sensitivity and skin issues, developed with veterinarians. If your pet has a known allergy or medical condition, we strongly recommend consulting your veterinarian before changing their diet. Prescription diets are intended for use under veterinary guidance.

Can I mix wet and dry food?

Yes, many pet parents combine wet and dry formulas. This can increase variety, hydration, and palatability. If you mix, follow the combined feeding guidelines and adjust portions to maintain a healthy body condition. Always provide fresh water.

How should I store my pet's food?

Store food in a cool, dry place, keep the bag sealed after opening, and use the product before the best-by date. Avoid storing food in hot or humid environments, and keep it out of your pet's reach.