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Frequently Asked Questions.

You've got questions? We've got answers. Here's some advice and answers from the PUPPO team.

Frequently
Asked Questions.

You've got questions? We've got answers. Here's some advice and answers from the PUPPO team.

About PUPPO

Where do you make your food?

All of our food is manufactured at facilities in the United States. We have quality experts onsite who conduct rigorous tests to ensure the safety and quality of our food. Our facility adheres to the Food and Drug Administration (FDA) and we adhere to the FDA’s Good Manufacturing Practices, Good Hygiene Practices, and Hazard Analysis and Critical Control Points.

How is Puppo food made? Who creates the recipes?

Developing pet foods involves a team of experts with expertise in nutrition, food science, animal science and veterinary sciences. Our nutritionists formulate all PUPPO recipes to be complete and balanced according to AAFCO (Association of American Feed Control Officials) nutrient profiles for the appropriate lifestage. All recipes start with meat as the first ingredient, and use only the highest quality, natural ingredients plus vitamins and minerals.

What kinds of ingredients do you use? And from where do you source them?

Only the best! We carefully select every ingredient to serve a specific nutritional purpose (no fillers or junk!) and we never include corn, wheat, soy-protein, or artificial preservatives, flavors, or colors.

We travel the world to find only the best ingredients from the most trusted suppliers and farmers. For example, we work with farmers in Australia and New Zealand for lamb, and source rice here in the US from Missouri, Arkansas, Louisiana, Texas and California. No matter where we source our ingredients from, we hold all our suppliers to the same high standards.

Do you have a nutritional adequacy statement?

Yes! All PUPPO recipes are carefully formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for lifestage.

Do you have a list of all the ingredients you use in your recipes?

Each recipe has its own unique ingredient list. If you are interested in the specific ingredient deck for your pup's recipe, or want to explore a different recipe option, please don't hesitate reach out and we will happily provide it for you. Just click the chat button! If we are out of the office, we will get back to you as soon as we are back in.

Are your recipes grain-free?

We have recipes both with and without grains.

We include easy to digest grains in most of our blends for good reasons. Grains can be a good source of nutrients such as protein, fats, and vitamins/minerals. They provide a variety of carbohydrates, some of which serve as energy sources, and they help with digestion by providing fiber that helps with firm poops and a clean GI tract.

But, we also know that some pups have sensitives to grains, so we also have grain-free options. Just let us know in the quiz, and chat with me if you've got questions!

When should I first feed my dog once I receive the delivery?

No need to wait — your dog can start eating PUPPO immediately! However, don’t make the switch all at once. Follow our Transition Plan to introduce your dog to the new food gradually while decreasing their old food. You will get a handy cheat-sheet in the box with your first shipment.

How do you know how much food to provide?

We take out the guesswork by tailoring a personalized recommended feeding regimen just for your dog. It’s printed right on your bag of food and is also available online in your PUPPO account. If it seems like to much or not enough, click on the chat box and we can help! Keep an eye on your dog’s weight and if you need to adjust your dog’s food to keep them at a healthy weight, let us know!

What if my dog doesn’t like the food?

We want our food to be as delicious as it is healthy. If your pup is turning up their nose at their PUPPO recipe, please don’t hesitate to let us know! Our nutrition experts are here to help you tailor a new blend with different flavors and proteins they might like better! If we can't find a blend to satisfy your Pup's refined tastes rest assured all of our products carry a strong guarantee and we will be happy to refund your initial purchase.

What steps are taken to ensure your food is safe?

Every day, our onsite quality experts conduct quality checks to ensure our food meets the highest standards for quality and safety. Our facility is also inspected by the Food and Drug Administration (FDA) and we adhere to the FDA’s Good Manufacturing Practices, Good Hygiene Practices, and Hazard Analysis and Critical Control Points.

What does the guaranteed analysis mean?

All pet food is required to include a guaranteed analysis on the bag. This gives you the guaranteed minimums and maximums of certain nutrients that are in the recipe. If you need more detailed information or have a question about something on there please don't hesitate to reach out!

The Basics

How do I add multiple pups?

Need to add a second, third or fourth pup? Let me help you!

Once you put in your email and click next, you will be able to tell us how many pups you have.

This will take you to a page that allows you to add your whole pack! Simply add each pups name. And click Next (see below) and it will take you to the screen to put in the first pup's information. After you complete each pup, it will take you to our check out page.

Can I change my pup's photo on the bag?

You can update your pup's photo at any time! Click on UPDATE PROFILE next to the pup's photo you want to change:

Look for the button on your dog's photo (see below). Click the button to upload a new photo, then crop or fix your photo from there. If you have any problems, you can always send us the pic through email or the chat box and we will get it added for you as well!

How do I sign up?

We’re glad you asked! Take our Quick Quiz and we’ll ask you a few quick questions to help us understand your pup’s needs and get your subscription started. You can also click on the yellow GET STARTED button at the very top of this page.

Do I have to commit to anything when I sign up?

No commitment needed! You can cancel your subscription at any time.

How do I login to my PUPPO dashboard?

Sign in with the email address or social media account you registered with. If you forgot your password, don’t worry, you can reset your password from there. You can also sign in by clicking the SIGN IN link in the top navigation bar (next to the yellow GET STARTED button.

Ordering

Have a promo code to use?

Ready to sign up for PUPPO but not sure how to use your promo code? I can help you with that – it's super easy!

Once you've completed the consultation and received your pup's recommendation, you will see a screen to enter your card information, shipping address, etc. On this screen you will see a button that asks if you have a promo code. Click that and from there you can apply a promo code and it should reflect on your order total.

How long will it take for my order to arrive?

Once your order is processed, it will usually ship out the next business day. Deliver normally takes 3-7 business days. At certain times of the year, deliveries can take a little longer due to shipping demands. It is VERY rare, but if you are experiencing a longer shipping time - please reach out to us so we can find your package and make sure it gets to you sooner, rather than later.

What is the deadline to make order changes to a new or existing accounts?

For new accounts, we ship quickly after receiving your first order. If you need to make any last minute changes, start a chat with us or send us an email at help@puppo.com and we’ll do our best to help.

For existing accounts, you’ll have 48 hours from the time we send the reminder email about your next shipment. If an order already has a tracking link, then it might be too late to make changes, but you can always chat with us and we will see what we can do!

Shipping + Delivery

How to change a delivery date.

Not ready for your next shipment yet? You can change the delivery date of your pup's next order. It's super easy Simply log into your PUPPO account and click on Next Shipment Details:

Click on CHANGE SHIPPING DATE to change the shipping date or you can keep it the same:

What if I want to cancel my deliveries?

We’re sad to see you go! From your profile page, click CANCEL PLAN:



It will take you to the next page. Click on the reason and leave us a message if you would like, just remember to click CANCEL PLAN at the bottom of the page. We like to hear from our customers what we can do better or what we are great at!



If you don't want to cancel but want to skip the next shipment, you can go in and change the shipping date as well. Always feel free to send us a message for any help or problems you may be experiencing.

 

Where do you deliver?

We ship to every state in the United States. Including Alaska and Hawaii!

What if I'm not home when PUPPO is delivered?

We don’t require a signature for PUPPO deliveries. If you’re not home when your order is delivered, the driver will typically leave your order at your doorstep.

Can I recycle the packaging?

The boxes in which your deliveries arrive and the informational booklet and cards are completely recyclable. Unfortunately, our bags are not at this time, as they’re made of a combination of dissimilar plastic types—but we’re working to change that, so stay tuned!

Is PUPPO available without a subscription?

Sorry, at this time PUPPO food is subscription-only. You are able to cancel at any time with no fuss! We try to make it as easy as possible..

Customer Support

How do I update my password, shipping address, & payment information?

Need to update your payment information? Here is a quick article that you should find helpful!

Simply log into your PUPPO dashboard and click on Account Settings - Just above your pups picture.

 

From this screen you can update your password, shipping, and payment information.


 

Be sure to click SAVE once you are done to ensure the updates save.

 

How do I contact PUPPO's customer support?

Open up a chat from with the button on the bottom right or email us directly at help@puppo.com. We’re always here to help!