Frequently Asked Questions
Why did my 15 lb. order arrive as two 7.5 lb. bags?
We always ship in multiples of 7.5 lb. bags so that while you’re feeding the first bag to your dog, the other ones remain fresh. Freshness is always our priority!
Are the bags resealable?
All our dog food bags are completely resealable. Freshness is always our priority!
Do I have to prepare this food to give it to my dog?
Nope! Just pour and serve the recommended portion.
Are there any formulas other than the chicken formula?
Currently, we only offer a chicken formula. Sign-up for our newsletter by filling out the form at the bottom of this webpage to receive product updates and Truly Fresh news.
When will Truly Fresh service my area?
Sign up for the newsletter at the bottom of this webpage to receive updates about when we will be servicing your area!
Why is Truly Fresh better than other brands?
We specialize in baking fresh food for dogs with premium ingredients, small batches, and delivering it straight to your home within 3-days guaranteed.
How long does the food last after the “baked fresh on” date?
The food is best served to your dog within 90 days.
Does the food need to be refrigerated?
No. Our food is baked to the proper temperature and water percentage to ensure freshness at room temperature for up to 90 days.
Is the food available in store?
No, only on our website.
Does the price of food include delivery?
Yes! We never charge for delivery.
I ordered a shipment 3 days ago, and it hasn’t arrived. What’s up?
We guarantee food to be less than 3 days old of being baked when delivered. However, based on demand, it may take us a day or two to bake your dog’s food. Additionally, our carriers don't service most addresses on the weekend's so fresh food was ordered later in the week, it might not be baked until early the following week, to ensure optimal freshness at delivery. By signing up for a subscription, you can get your food delivered at exact intervals.
How does the subscription service work?
You’ll receive recurring shipments of food and receive a discounted price. By pressing the “Order Now” button located throughout our website, you will be prompted to create an account for you and your dog. You will be asked to provide standard account creation information, a method of payment, and a shipping address. We offer helpful tools during the account creation process to calculate quantity, type of food needed for your dog, and to find the best shipment frequency.
Can I cancel or change a scheduled subscription delivery?
Of course. You can edit shipment frequency, skip an order, or cancel the service altogether through your account. 48-hour notice is needed for canceling or pausing subscription services because we schedule baking two days in advance. If you have any questions please contact us!
Can I cancel my subscription service at any time?
You can cancel your account at any time, or pause/skip shipments, however, a 48-hour notice is needed before their scheduled ship date. Please let us know if you are experiencing any issues with your account and we will do our best to help you!
Can I switch from puppy to adult or adult to senior?
Absolutely. Go to our senior tab, sign up for a senior subscription, and cancel your adult subscription in your account. You will have to cancel your subscription from adult otherwise you will continue to receive shipments of adult food.
I moved recently, and I think my order went to my old address… Help!
Please log in to your account and make sure to update your shipping information. Next, contact customer services (contact us link at bottom of this page) and we will do our best to accommodate you.
Can I pause my shipment?
Yes, you can pause your shipments at any time within your account settings. We do need 48-hour notice before your scheduled ship date.
Where do you ship?
Currently, we are servicing AZ, CA, UT, NV, and CO Sign up for our newsletter to be notified when we begin servicing your Zip Code!
Can I pay by check or over the phone?
Sorry, we only accept payment through our website currently.
Can I have multiple subscriptions under one account?
Yes. You could have a subscription to both puppy and adult, for example. Shipments might arrive separately in some instances.
What if I run out of food while I’m paused?
You can choose Resume Now under account settings and your next box will be processed right away. Your bill date will move to the date you resumed.
What if I run out of food between orders and I am not paused?
Please go to your account and increase the shipping frequency interval by the appropriate number of days. Please order another bag in the meantime and we will process it as soon as possible.
Is there a fee to join?
There is no membership fee. You just pay for your food.
When should I switch from puppy to adult or adult to senior?
It depends on breed, activity level, and other variables. Small dog breeds can become fully mature in as little as 9 months, where some large breeds can take a full 18 months. Usually, a dog is considered an adult when it is about 12 months old. Typically, a dog is considered a senior at about 7 years of age.
I ordered food but when I got it, the baked on date was older than 3 days.
If you live outside of Arizona or the surrounding 5 states (CA, UT, NV, or CO), it may take packages longer to arrive and they are not covered under our 3-day freshness guarantee policy. Click here to learn more about our three-day freshness guarantee! If you still received your food outside of our 3-day guarantee, and you are in the 5 listed states above, contact customer support for help.
Do the products track my dog’s life stages or do I have to change products myself?
You must subscribe to the product(s) you want, and if you want to change it, must go select another product. For example, if your dog is no longer considered a puppy, you will have to change over to adult food in the account settings. Same goes for adult dogs turning senior!