Delivered Fresh. Delivered Free.

Frequently Asked Questions

Search and explore TLC's most common FAQs below.

Enter your search term or explore our common FAQs. If you still can’t find what you’re looking for, our dedicated TLC Pet Service Team is happy to help! Click here to complete our contact form or reach us by phone Mon-Fri 8:30 AM to 4:30 PM est at 1-877-328-8400. 

New Website

  • Have you changed your formula?

    TLC has a new website but our premium quality products have not changed. You can view the ingredients for each of our formulas on the Ingredients tab. Check out our Whole Life Puppy, Dog and Cat Food and place your order today!

  • How can I reset my password?

    If you have forgotten your password or attempted to previously create an account but received an error, please visit the Forgot Password page. Enter the email address you use to log in to the TLC website. If an account exists for the email address entered, a link will be sent to your inbox (please check spam if you do not receive the link within 10 minutes). Click the link to create a new password. New passwords will be accepted when they meet the following criteria:

    • 8 characters in length
    • have at least 1 number
    • have at least 1 uppercase letter
    • have at least 1 lowercase letter
    • have at least 1 special character

    If you receive an error that your email address cannot be found, your TLC account may be under another email address. If you think you are receiving this error by mistake, please contact the TLC Pet Service team for assistance.

  • Where can I find my order history?

    After logging in to your account, you can find your TLC order history under My Account.

  • I experienced an error when trying to access my account, what should I do?

    Check to make sure you are using the email address associated with your TLC account.

    If you forget your password or receive an error that you are using the wrong email address and password combination, please visit the Forgot Password page and enter your email address to trigger a reset link to your inbox. Please note: some email providers will send the reset email to Spam. Some email providers will place the link at the bottom of the email (if you receive the password reset email, the link to reset your password will be contained within the email)

    If you receive an error that your account does not exist and you believe this is a mistake, please contact our Pet Service Team here. Provide our Service Team with information about the error you are receiving and they will be happy to assist you in gaining access to your account.

  • Where can I view my Autoship schedule?

    After logging in to your existing TLC account, you can view and manage your Autoship schedule here: https://tlcpetfood.com/my-account/autoship/

    Please note: you will be prompted to add your payment information before gaining access to your Autoship schedule. Once your preferred payment method has been added, you can view or update your Next Autoship Date.

  • How do I place an order on the new website?

    The new website uses a cart system. To place an order today, add the product of your choice to your cart.

    Hover or tap the cart icon to view the contents of your cart. You can remove product directly from the cart by clicking the 'x' next to the product you wish to remove. You can choose to 'Checkout' from the cart or choose to view your cart by clicking or tapping 'View Cart'.

    From the cart page, you may also choose to update the quantity, remove unwanted product or proceed to checkout by clicking or tapping 'Place Order'

    If you click 'Place Order' you will be prompted to create a new account or to log in to your account if you have not already done so. Once logged in, you will be brought to your Order Summary. From here you can proceed with checkout and will be prompted to select your payment method or to add a payment method if you have not already done so. After entering or selecting your payment information you will receive an order confirmation with order number if your transaction is successful.

  • Where can I add my preferred payment method?

    You can add your preferred payment method using our secure payment form during checkout or if you are an Autoship customer and had an account with TLC before November 1, 2021, you can add your payment method after logging in and accessing your account. Manage your payment methods here: https://tlcpetfood.com/my-account/payment-methods/

    TLC now requires the following information to store a payment method in our system:

    • Card type
    • Card number
    • CVC number (the security number)
    • Expiration Date
    • Name on card
    • Billing zip/postal
  • How do I access my TLC account?

    Please read the following carefully:

    If you are a new customer to TLC after November 1, 2021, you will create an account during the checkout process. You may begin adding product to your cart from the home page.

    On November 1, 2021 TLC transitioned to a new website. Existing customers were sent a link to create a new password and access their accounts. After some customers expressed difficulty creating their new password, effective November 20, 2021:

    Existing customers who have not created a new password and accessed their accounts can begin logging in using their email address and password used on the previous website. If you cannot remember your password please visit the Forgot Password page to reset your password.

    If you attempted to create a new password between November 1 - 20 and experienced an error saying your Account had not been approved, please visit the Forgot Password page on the website. Enter your email address to trigger a reset link sent to your inbox.

    You will gain access to your TLC account after resetting your password.

    If you continue receiving an error after November 20, 2021 and you think this is a mistake, please contact our Pet Service Team for assistance accessing your account.

  • Why must I re-enter my payment information?

    TLC has recently transitioned to a new, more secure payment system and cannot use the stored payment information from our previous system. All previous payment information has been permanently destroyed. You can enter your payment information during checkout or add a preferred payment method here.

  • Our Company

  • What is TLC Pet Food's mission statement?

    Our mission is to deliver lifelong premium quality nutrition to help pets live longer happier lives.

  • When was TLC Pet Food founded?

    TLC Pet Food was founded in 1994 with one goal; to offer well-balanced, life-enhancing pet food formulas using only the highest quality ingredients. Over the years we have continued to provide premium quality, exceptional value, and unmatched service for our customers and their pets.

    Our company continues to grow across Canada and the U.S., thanks almost entirely to word-of-mouth testimonials from our happy customers.

    You can learn more about our Mission and our premium quality pet food here.

  • Where is TLC Pet Food located?

    TLC has a Canadian headquarters located at 3514 Bleams Road, New Hamburg, ON N3A2J7.

    TLC has an American headquarters located at 181 Cooper Avenue, Suite 100, Tonawanda, NY 14150.

  • Where is TLC made?

    TLC Pet Food products are manufactured in Canada.

    Our plant is fully committed to a stringent and scheduled set of quality and performance standards. All ingredients brought to the plant undergo careful inspection and testing, and can only enter the plant once approved. Quality and safety assurances are continued throughout the cooking process and packaging of our food, helping safeguard against potential cross-contamination. TLC’s plants are USDA, FDA, and CFIA certified, with government-certified in-house laboratories, testing for vomitoxin, aflatoxin, and Enterobacteriaceae, along with NIR (Near Infrared) confirmation of nutritional integrity.

  • Autoship

  • How do I create an Autoship Schedule?

    To create an Autoship schedule, check 'Yes! Schedule My Orders Using Autoship' for the product you'd like to ship automatically. Select a frequency, using the Autoship calculator if you need assistance and click 'Add to Cart'. If you opt into Autoship for multiple products using the same frequency, we will create a single Autoship schedule. If you select varying frequencies for multiple products, you will have multiple Autoship schedules created for each frequency. You will have an opportunity to review your Autoship schedule(s) during checkout and will receive confirmation once you have submitted your order with Autoship.

  • When will I be charged for orders created through Autoship?

    Your Autoship orders will be processed for payment the morning they are expected to ship.

  • Can I create more than one Autoship for different pets or products?

    Yes! You can create as many Autoship schedules as you need, including creating multiple Autoship schedules for different pets with different needs. Each Autoship schedule is assigned an ID to assist you in managing multiple schedules.

  • Can I adjust/cancel my Autoship?

    Yes! Your Autoship schedule can easily be adjusted by visiting the Autoship tab under "Manage Account". You will receive email reminders about your upcoming orders and can make any necessary changes to the frequency, products, or shipping information up to 11:59 PM EST the day before your order is scheduled to ship.

    To delay your Autoship for any reason, you can change the 'Next Shipment Date'. This will change your shipment date for one instance and can be used to delay your shipment. The frequency can also be updated to change future shipments. Frequency is always calculated from the 'Next Autoship Date'.

  • How do I create a schedule that works best for my pet?

    You can create an autoship schedule by selecting "YES schedule my order using Autoship" on the desired product and selecting a frequency from the drop down menu. If you are unsure of what frequency would be right for your pet use our Autoship Calculator to view our recommendation. Add the product/autoship to your cart and complete the checkout process.

  • What is TLC Autoship?

    TLC Autoship is a flexible and convenient delivery tool that allows you to create an automatic schedule for your pet's orders. Choose a shipment frequency that works best for you and your pet and never worry about forgetting to place an order!

  • Orders

  • Can I track my orders?

    Once you complete your checkout you will receive an order confirmation from TLC and will receive tracking information for your order once it has shipped.

    You can also view your orders progress by visiting the "My Orders" tab under "Manage Account".

  • Can I change my order details?

    You can manage order details such as address, payment, and contact information by visiting "My Account". You are also able to have more than one address or card on file for your orders but be sure to double-check your details before every order you place.

    If you need to make specific changes to an order or the products ordered please contact our Pet Service Team immediately (1-877-328-8400). Changes can only be made to orders before they leave our facility.

  • How many cups of food per order?

    TLC Whole Life Puppy Food and Whole Life Dog Food

    6.8 kg/15 lb

    Approximately 60 cups per 15 lb bag

    Retail case = 120 cups

    TLC Whole Life Cat Food

    2.26 kg/5 lb

    Approximately 22 cups per 5 lb bag

    Retail case= 66 cupsTLC Whole Life Puppy Food and Whole Life Dog Food (BREEDER ONLY)35 lb breeder bag = 124 cups

  • Shipping

  • How are TLC orders delivered?

    TLC orders are delivered using national couriers and our own delivery vehicles. We do not require a signature for deliveries and you are able to list special delivery instructions.

  • How long will delivery take?

    We work hard to deliver your TLC orders as quickly as possible. Most customers receive their order within 1-5 business days of placing their order. You can also check your Order Status at any time for tracking information through your Order History. We ask that you allow for up to 7 business days your first order to ensure it arrives when you need it.

    TLC Autoship allows you to create a schedule for automatic shipments that work best for you and your pet so you never have to worry about running out of food!

  • How much does shipping cost?

    TLC provides FREE local delivery services to areas near our U.S. and Canadian headquarters in Tonawanda, New York and Waterloo Region, Ontario. We partner with third-party shipping providers, including FedEx to offer FREE delivery to most places across the 48 contiguous United States and Canada. Certain areas are subject to shipping fees which are added to your order total at checkout.

  • Service

  • How should I transition my pet to TLC Pet Food?

    Congratulations on making the excellent choice to feed your pet TLC Pet Food, welcome to the family! You’re going to want to save some of your pet’s current food to slowly switch to TLC to help make the transition smooth and avoid upsetting their tummy. 

    We recommend transitioning your pet to TLC over a 10 day period.

    Day 1-3: 25% TLC with 75% old food

    Day 4-6: 50% TLC with 50% old food

    Day 7-9: 75% TLC with 25% old food

    Day 10: 100% TLC

  • How should I store my pet's food?

    For best freshness, we recommend keeping your pets food in the resealable bags they arrive in and storing them in a cool dry area. If you choose to store your pet's food in a separate food bin we recommend ensuring it is tightly sealed, cleaned regularly, and completely dry before adding food.

  • Do you provide samples?

    We do not offer samples because we feel a sample does not provide an adequate amount of food to complete a proper transition (which can actually upset your pet’s tummy!) We do offer a 60-day money-back guarantee on all of our products. If you purchase TLC and you or your pet are not 100% satisfied, you can complete the form to request a refund. This allows you to do a proper transition without the risk!

  • Where can I buy TLC?

    Yes, TLC Pet Food is sold exclusively online with FREE shipping and delivery right to your door!* Shipping directly to our customers allows us to provide fresh food for a great value. Other foods can sit for months in warehouses and shelves until you have to lug them home. We cut out everyone in the middle and deliver food, that is only days old, to you and your pet.

    * TLC’s FREE delivery is available in the 48 contiguous United States and across Canada. Shipping surcharges may apply to orders placed in Newfoundland and Labrador, P.E.I, and other remote and rural areas.

  • What is your return policy?

    We are confident you and your pet will fall in love with our premium quality products and service. If for whatever reason you are not satisfied, you may submit a Request for Return within 60 days of purchase. Our TLC Pet Service Team will review and authorize qualified requests that meet the following provisions:

    • Product requesting to be returned must be part of the customer's most recent order and requests must be made within 60 days of purchase
    • Product must be part of an order placed directly through TLC Pet Food (we will not accept returns for product purchased through a third party)

    Upon authorization, you will receive instruction via email on how to complete the return process. Please note, authorized returns must include the Return Authorization (RA) # on the outside of the shipping container and must be directed to the distribution centre noted in the authorization email. Any shipping costs incurred for a return to TLC are made at the purchaser's expense.

    Refunds will be issued:

    • For authorized returns that are received within 15 days from the issuance of the Return.
    • Directly to the registered TLC accountholder
    • In the form of the original payment made for the order (ie., cash, credit card, etc.,). Note, we must issue the refund to the exact payment method used to place the order.

    To complete a Request for Return, click "Request Refund" beneath your most recent order and fill out the form. The form to request a refund will only appear beneath qualified orders.

  • 100% Money-Back Guarantee

    Try TLC Pet Food Risk Free

    We’re so confident that you and your pet will fall in love with TLC, we’re happy to let you try it, risk-free!

    If you or your pet are not happy with TLC’s products or service, simply contact our Pet Service Team by submitting a Request for Return and we will refund your purchase.

    All returns are subject to our Return Policy.

    Our TLC Pet Service Team will review and authorize qualified requests that meet the following provisions:

    Upon authorization, you will receive instruction via email on how to complete the return process. Please note, authorized returns must include the Return Authorization (RA) # on the outside of the shipping container and must be directed to the distribution centre noted in the authorization email.

    Any shipping costs incurred for a return to TLC are made at the purchaser’s expense.

    Refunds for authorized returns will be issued:

    To initiate a return, please log into your account and locate your most recent order. Click ‘Request Return’. Please feel free to contact our Pet Service Team if you have any questions.

    Shipping & Delivery

    The following Shipping & Delivery policy applies to all orders placed through tlcpetfood.com. 

    Delivered Fresh. Delivered Free.

    TLC Pet Food offers FREE delivery to the 48 contiguous United States and across Canada.

    Shipping charges may apply to certain locations in Newfoundland and Labrador, P.E.I. and other remote and rural locations.

    Shipping charges, if applicable will be shown at checkout.

    TLC Pet Food does not ship to Alaska, Hawaii, or Nunavut at this time.

    Business Days

    All orders are shipped from a TLC distribution center Monday to Friday, excluding applicable statutory holidays.  

    Delivery Partners

    TLC works with Fedex and other trusted premium carriers to ensure our customers receive fast and reliable service.

    Signature is not required to have your TLC order delivered. Our delivery partners make every effort to leave your TLC order in a safe and secure location if no one is at home to receive the shipment.

    Lost or Stolen Shipments

    Once your order leaves TLC’s distribution centre, it is pursuant to a shipment contract and the risk of loss passes on to you. TLC Pet Food cannot be held liable for lost or stolen packages delivered by our delivery partners, however Our Dedicated Pet Service Team is ready and available to assist. Contact our team if you have any questions about your shipment.

    Tracking Your Order

    Tracking information for your order will be emailed to you when available.

    You may also contact our Pet Service Team to inquire about your order if tracking is unavailable.

    Delivery Times

    Delivery times for most locations are 2-3 business days and will vary depending on location. We recommend allowing up to 7 business days for delivery of your first shipment. 

    Delivery times can be impacted by things beyond our control including inclement weather, world events, service volumes etc.,  

    Shipping Locations

    Customers are provided the opportunity to review their order, including the shipping address being used for the order prior to processing payment. It is the customer’s responsibility to confirm the accuracy of the information being submitted at the time the order is placed. TLC is unable to stop or redirect a delivery once it has left our facility.