FAQ
Frequently Asked Questions
We take pride in our products, and we stand by it and we stive to deliver your items to you in their best conditions.
Our Freshly Made Food
Q.) Why should I feed my pet freshly made pet food?
A.) Simple, your pets will love it. Our pet food is not processed factory food made with mystery meats and ingredients that are harmful to your fur babies. Feeding your pets freshly made food may extend their lives due to the exact formulation of the added nutrients.
Q.) How are Palatable Pets food is made?
A.) Our small-batch foods are made to order without any preservatives, so as soon as we receive your order, our artisan chefs go straight to work for your pet children. Our pet food is well seasoned with the right nutrients and ingredients that will not harm your pets. Once the food is fully cooked, we freeze it to lock in the optimum nutritional value and ship it out right away to you.
Q.) What do you include in the receipts and ingredients?
A.) Some of the ingredients included in our pet foods are bountiful of fruits, vegetables, succulent milk bones, Pumpkin powder for digestion support, salmon oil (Omega-3 fatty acids) to aide in digestion, stamina, energy levels, and skin and coat health, beef, turkey, pork, chicken, water, fish and goat’s milk, etc.
Q.) Is the pet food package microwavable or safe to boil?
A.) Yes, our pet food plastic bags can be frozen, refrigerated, and is microwavable for your convenience. They can also be boiled for up to 20 minutes, as well. They are also free of the chemical Bisphenol A (BPA) and is safe for food contact. We care about pet health and safety, so we procure the best products for your pet children. The bags come with a convenient tear able section, with a re-sealable zipper opening, which is perfect for frequently opened items. This will allow you to store the bag for a long period of time and then re-use the contents as needed.
Q.) Can I get a sample of your pet food?
A.) We don't offer a sample, but do offer a small trial size sample for a fee. Once feed to your fur babies, you will see how happy they will be.
Q.) When will my shipment be mailed out?
A.) Palatable Pets ship their freshly made dog and cat food on Wednesday and Saturdays. Other orders (pet products) are processed and normally shipped within 24 hours of receipt of your order. After that, delivery time is anywhere between 2-4 days priority mail United States Postal Service (USPS), or United States Postal Service (UPS). During the Christmas season, please allow extra time for delivery, due to the holiday rush period.
Q.) Do I need to refrigerate my freshly pet food?
A.) Yes, you do need to refrigerate your made pet food. Our freshly cooked and baked products make a delicious meal, they last up to six days refrigerated or they can be kept frozen for up to six months in your freezer.
Q.) How do I thaw out the frozen food?
A.) You can just take out the frozen package out of the freezer and let it sit out at room temperature, or you can fill a container with warm water and place the food package in it, until it’s fully thawed out for your fur babies.
Q.) Can I consult my veterinarian prior to feeding my cat or dog Palatable Pet diet?
A.) Yes, you may. However, rest assure that we work in conjunction with certified Vet for the formulations for our pet food.
Q.) Can I just cook my own dog or cat food at home?
Yes, you can. However, the dog or cat food that you cook at home will be missing the essential nutrients that are recommended by the Association of American Feed Control Officials (AAFCO) standards and under the guidance of veterinarians as well. Our foods are made with higher proteins, essential fats, carbs, nutrients, and proper moisture to keep your pets hydrated, which will leave their furs shiny and beautiful.
Q.) Is your food ok for both puppies or kittens to consume?
A.) Yes! Our foods are suitable both all the life stages for your fur babies.
Q.) Do you ship to my state?
A.) We ship to 48 states, excluding Alaska, Hawaii, Puerto Rico and the US Virgin Islands.
Q.) Do you ship to my state?
A.) We ship to 48 states, excluding Alaska, Hawaii, Puerto Rico and the US Virgin Islands.
Q.) Do you ship freshly made pet food to PO Boxes?
A.) Unfortunately, we do not ship perishable pet food to PO Boxes. However, our other not perishable items can be shipped to your PO Box.
Q.) What are your return policies on dog and cat food?
A.) Unfortunately we don't accept returns for pet food. As a good pet citizen, you may donate the food to your local pet shelter if they are willing to accept it.
Taxes.
Q.) Do I have to pay sale taxes on orders?
A.) Yes
Types of Payments Accepted.
Q.) What are the forms of payments that you accept?
A.) We accept VISA, MasterCard, American Express, and Discover. However, we do not accept cash. Please make sure to enter your exact billing/mailing address, first, and last name, middle initial, and credit card number with expiration date, as it appears on your credit card statement.
Security
Q.) Is ordering online secure through your website?
A.) Yes, all our customers order information is secured. We use full 128-bit secure SSL connection to protect all of your purchases and private information from snooping eyes. Our secure certificate is issued by Verisign. Safety & Security is our Main concern as well as YOUR peace of mind! Our site uses advanced encrypted transaction method, which is called SSL (Secure Socket Layers) to protect your privacy from data interceptor (Sniffer). To ensure your privacy, we save your order information with encrypted format in our database. For example, your credit card # will be saved as format (e.g.)"****-****-****-*250". Only our administrator who knows the key code can read your order information. Please be assured that all your information is safely stored.
Email.
Q.) Do you sell my email address or personal information to others?
A.) Our Company policy is not to rent, sell, or trade the contents of our emailing list to any outside parties. You can be assured that your email address will be kept in the strictest confidence.
Catalogs.
Q.) Do you have catalogs?
A.) No we do not have any catalogs. Our web store is completely paper free!
Minimum order amounts.
Q.) Is there a minimum order?
A.) There is a minimum order of one item.
Q.) What happens after I place my order?
A.) When we receive your order, we will send you an email confirmation. You will then receive a second email from us once the order is shipped. Your order will have a UPS or US Postal Service (USPS) tracking number. How long before I receive my merchandise?
Q.) How long does it take for receipt of my order?
A.) We try to ship the same day your order is received. If not, usually the next day. We only ship via domestically UPS and US Postal Service (USPS). Your order will usually be delivered in 2 or 3 business days. Orders shipped outside of New York could take 3-4 days. UPS does not ship on the weekends. However United States Postal Service does.
Taxes
Q.) Do I have to pay sales taxes on my order?
A.) Only New York State residents pay taxes on orders (8.875%)
How much do you charge for shipping?
Q.) What are the shipping costs?
A.) We charge you by the actual purchase amount: Up to $100 -UPS Ground or US Postal Service $9.95, 2-3 days, $101 to $300-UPS Ground or US Postal Service $12.95, 2-3 days, $301 and above-UPS Ground/US Postal Service $19.95, 2-3 days.
”OUT OF STOCK” items.
Q.) When will it be available again?
A.) Depending on the item it takes a few days to a few weeks.
Item substitutes or backordered items.
Q.) Do you substitute items that are not available?
A.) We DO NOT make substitutes unless we first notify the customer for approval. We DO NOT back-order items. When an item is back in stock, we stock it will be placed in our new arrival section.
Problems placing an order.
Q.) I'm trying to place an order, but it won't go through.
A.) Most problems arise when customers enter the incorrect billing information. The BILLING info MUST be the EXACT mailing address to which the credit card bill comes to. If not, the order will not be approved, and you will receive a processing error. If you still can’t get it to work, print out a copy of the page and fax it to 718-496-2263.
Return Policy (Broken and Return items).
Q.) What if my item (s) are broken or needs to be returned?
A.) Before returning items, please email us at: sales@palatablepets.com
We will need your customer number and your order number as a reference. You have 14 days from the acceptance of the package to return wrong or broken items. Non-broken items are subject to a 5% restocking fee, and you are responsible for the return postage charges. Items that are returned outside of their original packaging will be subject to a 10% restocking fee.
We do not do exchanges. Once we receive your items back, we will then credit your credit card for the amount due. Please place a copy of your invoice in the box and note the items being returned. This helps to expedite the process and eliminate mistakes.
Shipping
Palatable Pets ship their freshly made dog and cat food on Wednesday and Saturdays. Other orders (pet products) are processed and normally shipped within 24 hours of receipt of your order. After that, delivery time is 2-4 days priority mail United States Postal Service.
During the Christmas season, additional time may be required due to the heavy shipping demands and possible inclement weather in some parts of the country.
If you have not received your order or it appears to be lost within the required delivery time. Please e-mail palatablepets.com at sales@palatablepets.com or call our customer service number at 718-496-2263. Please have your order # when calling to ensure better service and we will investigate the matter.
If you call Palatable Pets regarding a lost shipment and it arrives soon afterward, please notify us immediately, so we can close your shipment search file.