Frequently asked
Answers, without the runaround
Ordering, shipping, food storage and the awkward questions. If yours is not here, call us — a person answers.
Ordering
Is there a minimum order?
Yes — $50 before tax. That threshold is what lets us ship every order free rather than adding freight to your basket.
Do I need an account to order?
No. You can check out as a guest. An account simply keeps your addresses and order history in one place and makes returns faster.
Can I change or cancel after ordering?
Until the order is dispatched, yes — call (904) 671-9215 and we will catch it in the warehouse. After dispatch it becomes a return.
Do you sell to breeders, rescues or shops?
We do. Email us with your requirement and we will quote pallet and case pricing.
Shipping
How long will my order take?
Dispatch takes 1–2 business days and delivery 4–9 business days depending on distance. Alaska, Hawaii and Puerto Rico take a little longer. Full table on the shipping page.
Do you ship frozen and raw food?
Yes. Frozen lines travel in insulated liners with coolant on an expedited service, and never over a weekend. Partial thaw is normal; refreeze on arrival.
Do you ship outside the United States?
Not at present. We serve all fifty states plus Puerto Rico.
My tracking has not updated. What now?
Carrier scans can lag up to 48 hours. If nothing moves for four business days, email us and we will chase it, then reship or refund.
Products and feeding
How do I switch my pet to a new food?
Transition over 7–10 days, mixing an increasing share of the new food into the old. Fast switches upset most digestive systems, particularly in cats.
How should I store dry food?
Keep it in its original bag — the liner is a moisture and fat barrier — inside an airtight bin, somewhere cool and dark. Decanting into a bin alone speeds up rancidity.
Are your best-before dates long?
We rotate stock weekly and ship the freshest available lot. If any item arrives with under 90 days of shelf life remaining, tell us and we will replace it.
My pet refused the food. Can I return it?
Yes — once per order, within 14 days, with at least three-quarters of the product left, for store credit. See returns.
Can you recommend a diet for my animal?
We can tell you what a label contains and what our customers reorder, but we are not veterinarians and we will not diagnose. For a medical condition, ask your vet, then we will source the diet they name.
Payment and account
What can I pay with?
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay and Google Pay. Details on payment methods.
Is checkout secure?
Yes. Payments run through Square over TLS, and card numbers are tokenised in your browser — they never reach our servers.
When will my refund arrive?
3–5 business days to a card, 1–3 to PayPal, immediately as store credit.