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.
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.
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!
When you enter your payment information using our secure payment form, a 'token' is created that can be used for future purchases, including orders created and processed through Autoship. All payment methods are tokenized when entered through the form.
Once your card has expired, you will be required to re-enter your payment information to create a new token. You can not edit the expiry for the original card since the token does not include your card number. Update your payment information here.
If you have an active Autoship schedule, you'll be required to enter your new preferred payment method (or default payment method) before you can securely delete your expired payment method from your account.
To reset the password for your TLC account, visit the Forgot Password page and enter your email address.
If you have an account, an email with a reset link will be sent to your inbox.
If you do not receive the reset link and have checked your Spam, your email provider may be preventing the email from reaching your inbox. Please add TLC Pet Food, including email@example.com and firstname.lastname@example.org as a trusted sender (also known as 'whitelisting') to your inbox.
New passwords must be 8 characters in length, include 1 uppercase letter, 1 lowercase letter, and 1 special character. Allowed special characters include: !@$%^&*+.
TLC Pet Food is sold and shipped across the U.S. and Canada. Pricing is shown based on your geolocation and you will be billed according to the shipping address selected at checkout (or for Autoship orders, according to the preferred shipping configured on your account). Orders shipping in the United States will be billed in USD and orders shipped in Canada will be billed in CAD.
If you were offered a free personalized name tag for your pet, you may claim your gift by logging into your TLC account and completing the form found here. Only qualified TLC customers will be eligible to receive a free gift. Name tags are mailed separately through your local mail carrier. One name tag per household.
You may choose to store multiple payment methods via your TLC account. The first payment method you enter will be stored as your preferred payment method by default. To change your preferred payment method, add your new payment method via Payment Methods and select it as your default.
Note: Autoship orders will be charged to the preferred payment method on file the morning your order ships.