Frequently Asked Questions

Getting Started

WHAT IS THE PROCEDURE TO INTRODUCE THE RAW FOOD DIET TO MY DOG OR CHANGING MY DOG’S DIET?

The introduction of raw food diet or any change of diet is an individual choice, as is how you go about it. You need to apply common sense with your knowledge of your pet: if they have a sensitive stomach or you are not sure, error on the side of caution. That being said, there are a number of ways that the switch can be done. Here are just a few: Conservative approach: Mix increasing amounts of new food with decreasing amounts of old food over a four day period* (note: feeding kibble and raw at the same time are not ideal for the long term as they digest very differently). Aggressive approach: Feed only the raw / new food with the next meal. Middle of the road approach: Fast for one day, then begin raw feeding, perhaps mixing with green tripe or kefir. Note: If your pet does not go for the raw food immediately don't be discouraged or assume they "don't like it". It is more likely their natural instinct kicking in: in nature, animals learn their eating habits from their mothers and aren't likely to venture outside of this as they could eat something poisonous and ultimately the species would die off. At this point in time, it is likely that the mother's mother's mother's mother's mother's mother have all eaten kibble. To help them understand the real food as food, you may need to use the cautious approach above. Once they have tried the food and realize it is not poison, they are likely to take to it because it leaves them feeling so much better than kibble, for example. That is not to say that they don't have like and dislikes - they do. But more than being motivated by taste you may find they are more motivated by texture and how the food makes them feel. Getting Started

CAN MY PUPPY EAT RAW FOOD?

Many breeders have already begun to feed the puppy raw before you get it. It is a great time to get started!

CAN MY SMALL DOG TOLERATE RAW FOOD?

Absolutely.

SINCE PUTTING MY DOG ON RAW HIS STOOL IS WHITE. HE IS ALSO POOPING LESS. IS THIS NORMAL?

Yes. The dog is metabolizing and his body is using most of the food he is ingesting, therefore leaving him with less waste to expel. The ground bones in the food will turn the stool white. While our pets may experience "detox" (LINK to “Detoxing” ) when switching to raw, ultimately poops will be significantly smaller, and should be less stinky, and may be less frequent. Additionally, stools will be firmer when fed a raw diet. The Poop on Poop

Our Food

HOW LONG WILL THE MEAT LAST AFTER THAWED?

Dogs digestive systems are different than humans. Dog's stomachs have a very high level of acid, which does not allow bacteria to flourish. Their raw food will last longer in the fridge than meat for human consumption. That being said, it is recommended that you only thaw one package at a time, and wait until you are one or two meals away from finishing a package before you begin to thaw a new one. (Never serve any food that is moldy.)

HOW LONG WILL THE FOOD LAST IN THE FREEZER?

All frozen foods are safe forever. For best quality, use oldest packages first. This is true for humans too!The Big Chill

WHAT IS THE BEST WAY TO THAW?

The same way you thaw the frozen meat consumed by humans however it is recommended that you place the package in a bowl to capture any liquids if the product is in soft packaging.

HOW MUCH DO I FEED MY DOG?

This will vary from pet to pet based on many things including stage of life, activity level, metabolism, breed, between meal snacks being consumed, etc. For a healthy, adult dog the average place to start is 2% of their ideal weight (not current weight but ideal weight). For cats, this average is 2.5%. Pay attention to your pet's weight once you get started, and adjust food slightly up or down if required as you see fit. There is a feeding calculator on this site that can help adjust your calculation, and plan for how much food you will need per day, per week, and per month. Note:

Toy breed dogs extend more energy for each and everything they need to do to keep up in a giant world: the suggested starting % for them is 2.5 to 3%.

Try and keep your pets lean - this is generally healthier for them and less of a burden on their spine and joints. Feeding Calculator

ARE RAW CHICKEN BONES DANGEROUS FOR MY DOG?

Most bones are dangerous for dogs only after having been cooked. The cooking process turns bones brittle and dry. If a dog eats cooked bones, the bones can split and cause serious damage to your dog's throat and stomach. Uncooked bones are softer and will not splinter when eaten. Please always watch your dogs while eating bones. Be sure to match the raw meaty bone size and density to the size and bone eating nature of your dog.

IS IT SAFE TO RE-FREEZE FOOD?

Yes. Raw or cooked frozen food thawed in a refrigerator is safe to eat if refrozen.The Big Chill

WHAT ARE THE BENEFITS OF RAW FOOD?

Feeding a raw food diet to cats or dogs has many notable benefits…

  • Firmer stools
  • Improved digestion
  • Healthier skin and coat
  • Reduced allergy symptoms
  • Better weight management
  • Reduced shedding
  • Better smelling breath
  • Less body odour
  • Reduced vet bills

But most importantly, we believe this type of diet provides for a longer and better quality of life. The Benefits

WHEN PEOPLE EAT RAW CHICKEN, WE CAN CONTRACT SALMONELLA. WILL MY DOG GET SALMONELLA FROM EATING YOUR RAW CHICKEN?

Before animals were domesticated, all they ate were raw foods. Dog's stomachs have a very high level of acid, which does not allow bacteria to flourish. Furthermore, they have a short, straight digestive tract so that food is passed quickly through their systems. Therefore, any salmonella that may be in the raw food will be counteracted by the acid and will not remain in the stomach for long. Salmonella is not unique to raw food, as we know. Various brands of kibble have been tested and have been shown to contain salmonella, and your dogs and cats always have a certain level of salmonella in their systems naturally. It is very important to remember that while dogs and cats are not susceptible to salmonella, you are still handling raw meat, and the same common sense precautions should be taken to handle as you already incorporate when handling raw meat for your human family.

WHY SHOULD I CHANGE MY DOG'S DIET FROM KIBBLE TO RAW FOOD?

For many years now, experts have been saying that processed foods are not good for human consumption because the foods don't provide the necessary nutrients and have too much fat and sodium. So why should that be any different for out pets? Although dog's and cats have been domesticated for thousands of years, they are still carnivores, and have stomachs formulated to process raw meat. Kibble and canned foods are all so highly processed that most if not all nutrition is removed during the heating process. Vitamins and minerals in isolate and from synthetic sources are added back in at the end of the process. Carbs and fill are cheaper than protein, which is what a carnivore truly requires to thrive. This combines to provide our pets with fewer nutrients, proteins and more carbs then they need. Nutrition is not readily absorbable as it is not from a species appropriate, whole food source. We encourage you to do your own research - the internet is full of excellent information and resources by doing a "Raw Food Diet" search. Dr. Karen Becker, for example, is an integrative vet in the US that has put tons of information on YouTube on the subject. The Benefits

Delivery

HOW LONG AFTER I PLACE AN ORDER WILL MY ORDER ARRIVE?

Deliveries occur Wednesday afternoons / early evening. If there is a chance you will not be home to receive the delivery, you can leave us a cooler to place the food in, we can leave it with a neighbor or a concierge at your direction.

WHEN DO I HAVE TO HAVE MY ORDER IN BY?

Orders should be received by noon, the day prior to delivery.

Is there a delivery fee?

To keep prices as low as possible, we decided not to hide the delivery fee in products bought instore. We charge $10 for Toronto delivery, and $15 for delivery in the GTA. (Please do a search by postal code if you are in the GTA to ensure we offer delivery to your area!)

To check where we deliver click here

What time will you deliver?

Between 1-5pm for Toronto and between 5-8 pm for GTA. Your time just depends on where you fall in our driver's route.

What if I’m not home when you deliver?

No problem! Most of our customers aren’t home for delivery. We deliver your order to your doorstep or your preferred location. Do leave us a cooler for those hot days, or days when you won’t be home at a reasonable time to put food away. We can also leave food with a neighbour, delivery to your place of work, or with a concierge. Just let us know when you place your order of any special instructions.

HOW MUCH IS DELIVERY?

Delivery in Toronto is $10. Delivery to the extended GTA is $15.

WHAT IS YOUR DELIVERY AREA?

Toronto and the GTA (Greater Toronto Area). We Deliver

Do you deliver to condos and apartments?

Absolutely. We actually have several options when it comes to delivering to apartment/condo buildings, so hopefully we can find a strategy that works for you!

  • If you are able to remotely buzz the driver in, that’s obviously the easiest solution if you’re not home at the time of delivery (and then leave your bin in front of your apartment door).
  • Many customers are able to provide us with an extra key to the building, so we can let ourselves in and then leave your order in front of your apartment door.
  • If you have a concierge or building security, or a willing landlord or neighbour on the premise, we can either leave the order with them or contact them to let us in.
  • We can leave the order outside (or in a lobby or mailroom if there is such an accessible place). We rarely have problems (sometimes pick a discrete location like a bush or bench), we guarantee our deliveries 100%, so if it were stolen we would fully credit you and do our best to redeliver.
  • If none of the above options work for you just give us a call or email and we’ll do our best to problem solve. We can be flexible!

Just leave us a note upon order if there are any special instructions.

How can I change my address if I’ve moved?

NP! Go to the My Account section and click on “Address Book” (or email/ call and we can help out).

Can I put my subscription delivery on hold?

Of course! You can skip anywhere from 1-12 weeks by going to the My Account section and clicking “Skip a Week”. If you want to put your account on hold longer, email or call and we’ll help you out.

Our Store

WHAT ARE THE STORE HOURS?

Our brick and mortar location is open:

Tuesday to Friday: 12 to 7
Saturday: 10 to 5
Sunday: 12 to 5
(Closed Mondays)

WHERE ARE YOU LOCATED?

Exactly at the corner of Leslie and Gerrard – the southeast side.

Shopping

What if I'm unhappy with an item in my order?

It's on us! We want you to love every item in your order. If you don't, let us know and we'll refund the value or apply a credit to your account (and do everything possible to ensure it never happens again).

How do I create a never send list?

If you have registered an account with us, in My Account – click the link that says “Likes/Dislikes” and you’ll see a list of product types that you can mark as “Never Send”.

Can I add something as a standing order?

Absolutely! Use the “subscribe” button when browsing products to add items to your standing order. You can choose how many you’d like and the frequency you would like to receive it.

How do I update my payment information?

If you are a registered user, you can do so in My Account – click the link that says “Stored Payment Method” and you’ll see a field to update your payment info.

There's a product I love that you don't carry. Can you help?

Of course! We love to learn about new healthy products. Just drop us a line and we'll see what we can do!

I'll be away for a week or two. What should I do?

Let us know! If you have registered with us for subscription orders, you can adjust your schedule for the next 12 weeks in the My Account section. Look for the section that says "Skip a Week"

How do favourites work?

In addition to the Likes/Dislikes section, which identifies protein choices for registered users, the favourites section lets you put all the specific products you love in one place. To add a favourite, click on a product to view its details. From there, towards the bottom of the detail box you will see the option to “Add to Wishlist”. Click on that and you will be taken to the “Wishlist” where you can even add your own notes about the product.

My Account

How do I find the My Account section?

Click on the menu bar on the top left of the page after logging-in. You should see “Login” – once logged in, the My Account section should be visible in the top menu bar and in our footer section.

How do I change my account information?

Once logged in, click the "My Account" section in order to change your personal information, delivery preferences, credit card info and much more.

How do I get a purchase receipt?

That's easy - just go to the "My Account" section and select the "My Orders" tab for a list of all your orders. You will also get an email confirmation detailing every order, upon order.

How do I cancel?

Oh no - we were hoping you'd never ask!
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