Delivered Fresh. Delivered Free.

Frequently Asked Questions

Search and explore TLC's most common FAQs below.

Check out our most frequently asked questions below or enter a search term to find the answers you’re looking for!

Service

  • 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.

  • 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.

  • 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!

  • How do I access my TLC account?

    After creating a TLC account during checkout or through registration, you can log in from here.

    Can't remember your password? Reset your password by visiting the Lost Password page and following the instructions.

  • How do I update my credit card information (expired card)?

    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.

  • How do I reset my password?

    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 petservice@tlcpetfood.com and noreply@tlcpetfood.com 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: !@$%^&*+.

    Contact Pet Service if you continue experiencing difficulty accessing your account.

  • How can I contact TLC?

    Our dedicated TLC Pet Service Team is here to help. Available Monday to Friday 8:30 AM est to 4:30 PM est. Complete the form that best suits your needs and someone from our team will be in touch.

    Or contact us by phone at 1-877-328-8400

  • What currency is your pricing?

    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.

  • Where can I claim my free gift?

    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.

  • How do I manage my preferred payment method?

    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.

    Manage your payment methods

    Note: Autoship orders will be charged to the preferred payment method on file the morning your order ships.

  • Nutrition

  • Who formulates TLC Pet Food?

    All TLC Pet Food is formulated by a professionally trained nutritionist, holding Masters degrees in Animal Science and Nutrition from accredited North American Universities.

  • 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.

  • 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

  • Does TLC Pet Food adhere to AAFCO guidelines?

    Yes, all TLC Pet Food formulas adhere to AAFCO guidelines. In order for a pet food to be considered “complete and balanced”, it must meet the nutritional standards established by AAFCO.

    These nutritional adequacy standards are defined by nutrient profiles:

    • Adult maintenance
    • Growth and reproduction
    • All life stages

    Formulas developed for “All life stages” are meant for both growth/reproduction and adult maintenance.

    TLC Whole Life Puppy Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for growth and reproduction including growth of large-size dogs (70 lbs or more as an adult).

    TLC Whole Life Dog Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for All Life Stages including growth of large-size dogs (70 lbs or more as an adult).

    TLC Whole Life Cat Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for All Life Stages.

  • How is TLC Pet Food cooked?

    TLC is formulated by professionally trained nutritionists who factor in temperature and cooking times to ensure that the nutritional integrity of our food remains intact. You can find the nutritional content for each of our products on our product pages for Whole Life Puppy, Dog and Cat Food. This information is a direct result of third-party testing on an "as fed" basis, meaning the nutrient content listed in the Guaranteed Analysis is what's found in the food after the cooking process is completed.

    Every ingredient is carefully mixed, steamed and formed with cooking temperatures ranging between 220°F-340°F throughout the process.

  • Is TLC Pet Food grain-free?

    No. TLC is made using high-quality meat-based protein sources, which are easily converted into heart-healthy amino acids, like taurine by your pup’s body. Unfortunately, many grain-free formulas replace whole grains using vegetable-based protein sources and wind up having to reduce the amount of quality meat-based protein in the formula. This leaves some pups missing out on important nutrients and studies are finding it’s having a negative impact on their health! The ancient whole grains found in TLC are rich in vitamins, dietary fiber and essential amino acids. Unless your pup has an actual allergy to grains, these ingredients provide many nutritional benefits!

  • What is the digestibility of TLC Pet Food?

    TLC Pet Food is highly digestible, ensuring the absorption of the vitamins, minerals, proteins, and fats that your pets need. The total digestibility of both TLC Whole Life Puppy and Dog Food is approximately 86%. This high digestibility also promotes lower stool volume, making for easier cleanup!

  • Do TLC formulas undergo feeding trials?

    TLC Pet Food conducts regular feeding trials in compliance with the guidelines laid out by AFFCO, testing for digestibility, stool volume/quality, and palatability. Feeding trials are conducted over a 26 week period and include 8 animals.

  • Where are your ingredients sourced?

    TLC Pet Food independently sources our ingredients from trusted suppliers located in North America, New Zealand and Norway. Our suppliers meet our stringent guidelines for safety and quality and undergo regular review.

  • Is TLC "Nut-Free"?

    None of our TLC Whole Life Pet Food formulas include peanuts and/or tree nuts. However, because we cannot guarantee our suppliers are 100% nut-free, we are unable to label our products as 'nut-free'. Please feel free to contact our Pet Service Team if you have any questions or concerns.

  • Shipping

  • 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.

  • 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 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.

  • 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".

  • Orders

  • How many cups of food per order?

    TLC Whole Life Puppy Food and Whole Life Dog Food

    6.8 kg/15 lb

    There are approximately 60 cups per 15 lb bag

    Retail case = 120 cups


    TLC Whole Life Cat Food

    2.26 kg/5 lb

    There are approximately 22 cups per 5 lb bag

    Retail case= 66 cups

  • Where can I manage my preferred payment method and shipping address?

    You can manage your preferred payment method and shipping address by visiting "My Account" after logging in to your TLC account. You may choose to store more than one payment method and shipping address.

    Note: Autoship orders are processed using the preferred payment method and shipping address on file the morning the order is scheduled to ship.

  • 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 find my order history?

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

  • Autoship

  • 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!

    Need assistance? Try our handy Autoship calculator to determine the best frequency according to your pet's needs.

    Please note, by opting into Autoship, you accept TLC's Autoship Terms of Use

  • How do I speed up, slow down or 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 or speed up your Autoship for any reason, you can change the 'Next Shipment Date'.

    This will change your shipment date for one instance. To alter your Autoship shipments going forward, you can adjust your frequency. Need an order immediately? Select today's date. A warning will occur to notify you, you are about to place and pay for an order. Orders triggered to ship ASAP will be shipped as soon as possible. You will receive an Order and Shipping confirmation and your Autoship schedule will be updated.

    To end all future shipments, Click 'Cancel' above the Autoship schedule you wish to cancel. A pop-up will occur asking for more information about why you are choosing to cancel your Autoship. You will receive confirmation that your Autoship schedule has been canceled after completing the form.

  • 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. Log in to your TLC account and view your Autoship schedules here.

    To create a new schedule, check 'Yes! Schedule My Orders Using Autoship', select your preferred frequency and add the item to your cart. Complete checkout and your new Autoship will be created. You will receive notification ahead of shipment for all of your configured Autoship schedules. Autoship orders use the default payment method and default shipping address on your account the morning your Autoship is scheduled to ship.

  • 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.

  • 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 and adjust your Autoship schedule(s) during checkout and will receive confirmation once you have submitted your order with Autoship.

    Once you have submitted an Autoship schedule, you will manage your schedule from within your account. Log in to your TLC account and visit https://tlcpetfood.com/my-account/autoship to view your active schedules.

  • Where can I manage my Autoship schedule?

    After opting in to Autoship, log in to your TLC account and manage your Autoship schedule here: https://tlcpetfood.com/my-account/autoship/

    You may update your Next Autoship Date, change your frequency, add or remove products and quantity at any time.

    To cancel your Autoship, click 'Cancel Autoship'. You will receive confirmation your Autoship has been canceled.

    You have until midnight of the morning your order is scheduled to ship to make adjustments or cancel. Contact our Pet Service Team at any time by clicking 'Need Help with Your Autoship' and completing the form.

  • Can I cancel Autoship any time?

    YES! You have complete control to manage your Autoship through your online TLC account. Find your active Autoship schedules by visiting the Autoship tab under My Account.

    Click 'Cancel' on the Autoship schedule you wish to Cancel and all future shipments will end. You have until midnight eastern standard time to cancel an Autoship scheduled to ship that day. If your order has already been created and processed for payment and you no longer need the shipment, contact Pet Service and they will do their best to prevent shipment and refund your order.

    You will be notified that your Autoship has successfully been canceled.

  • Our Company

  • 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.

  • 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.

  • 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.

  • What is TLC Pet Food's mission statement?

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

  • 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.