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TLC Pet Food Privacy policy

The Pet Food (“TLC”, or, “we”, “our”, “us”, “the company”) take the privacy of our customers and web visitors seriously. The following Privacy Policy outlines the types of information and data we collect from individuals who visit our website and/or connect with us offline via telephone or online through electronic communications (email, text, messenger, direct messaging, form submissions, etc.,) and how such data and information is stored, used, disclosed and protected.

By visiting, and/or contacting our Pet Service Team, you consent to the use of your information as described in this Privacy Policy in conjunction with the company’s Terms and Conditions and other applicable terms, including Autoship Terms and Conditions. 


  • Personal and identifiable information, including but not limited to first and last name, and email address are collected when users choose to use our services and create an account with us.
  • Our website is designed to automatically collect non-identifiable browsing information from all web visitors, for the purpose of improving user experience.
  • We collect and retain detailed records of all purchases made through our website or made over the phone or through other means.
  • All electronic data is stored in a secured environment on a secured server and protected behind a firewall.

What we collect and why we collect it

Information to Create A TLC Account

We collect and store information from users who voluntarily choose to create an account with TLC. Account information includes first and last name, email address and password. Passwords are encrypted and cannot be viewed internally or externally. This data allows users to log into our secured website in order to partake in our services, including placing orders.

Information to Place Orders

For the purpose of creating and fulfilling orders, we require users provide information in addition to data used to create an account. This information includes, shipping address, contact phone number, and billing information. TLC Pet Food relies on Chase Paymentech as a service partner to collect and secure payment information as well as process payment for orders placed through our website and internal Business Management System. Information specific to shipments are provided to our third party shipping partners for the purpose of delivering our products to the shipping address provided at the time an order is created. Use of our websites to place orders is subject to the terms of service and privacy policies laid out by our third party partners. TLC Pet Food is not responsible for the Privacy Policies and Terms of Use belonging to any third party partner.

Information to Communicate with Your Regarding Services and Products

TLC communicates with web users using information provided when creating an account for the purpose of sharing important information about an individual’s orders, Autoship schedule, our products, our services, promotions, etc, TLC may opt to contact you about ongoing campaigns and products as part of our marketing efforts through email and text. Marketing communications may be opted out of any time by clicking Unsubscribe located at the bottom of every email communication from TLC or by following instruction included through other means (ie., text services).

CASL (Canada’s Anti-Spam Legislation)

All commercial electronic messages include our contact information, including our mailing address, phone number, company name and web address. Should TLC send communications in partnership with referrers through our Pet Pro and Paw Partner Programs, these messages will include identifiable information for the referrer such as “Company Name”. All TLC communications include an unsubscribe link found at the bottom of the communication. All requests to be unsubscribed will be honored within 10 days of receipt.

Information to Reward Referrers

TLC collects information using cookies when users opt to visit a landing page assigned to a TLC Pet Pro or Paw Partner, including the owner of the landing page and any TLC accounts created after visiting said landing page. We collect information about how website visitors “heard about TLC” volunteered information via webforms and/or over the phone or through email or text, for the purpose of associating accounts to their referrer and rewarding TLC Pet Pros and Paw Partners according to the TLC Pet Pro Program or TLC Paw Partner Program. Referral information is shared only with the direct referrer, including name, shipping city and postal/zip and purchasing data.

Information to Improve User & Customer Experience

Our websites track user behavior and information including pages visited, duration, devices used, general geographic location, browser information., This information is non-identifiable and collected through use of Google Analytics for the purpose of improving our websites and services.

Other Uses

The company may collect, use, and disclose information entered to create an account and/or place an order with us to improve customer service, and or to conduct business. We may disclose information about you to the government or to other third parties to comply with the law, applicable regulations, governmental and quasi-governmental requests, court orders, subpoenas and other legal processes. We may also disclose information to third parties if needed to (i) enforce any of the Terms of Use for our Services or any investigation of potential violations thereof, (ii) detect, prevent, or otherwise address fraud, security or technical issues, (iii) protect against harm to our Services and (iv) protect our rights, property or safety or the rights, property or safety of our users or others.

Information Collected from Minors (Children’s Online Privacy Protection Act)

TLC products and services are not directed at children. Should we become aware of information submitted by someone under the age of 13 without the consent from a legal parent or guardian, we will make every effort to permanently remove said information.

Use of Cookies

We and our service providers collect information about users over time through the use of tracking tools called ‘cookies’. We use cookies for the purpose of:

  • Authenticating account information
  • Identifying and collecting referral information for the purpose of rewarding Pet Pros and Paw Partners
  • Monitoring the performance of our websites, campaigns and promotions
  • Assess user experience on our websites and platforms
  • Personalize and improve customer experience

Data Security

TLC Pet Food makes every effort to secure the information and data we collect, including use of secured server, firewalls, encryption of sensitive information, use of third party payment gateways and tokens, and maintaining a PCI compliant site. Even with all of these efforts, no site can be 100% protected from external threats and the company cannot guarantee complete protection against a data breach. In addition, TLC cannot control the devices, channels or online habits of our web visitors and cannot guarantee the security of information transferred through said devices and channels.

Data Retention Policy

TLC Pet Food reserves the right to retain the data and information we collect for as long as we deem necessary for the operation of our business and marketing activities, including after a user has ceased using our services.

Data Management

Users have access to update the data and information belonging to them through logging into their TLC accounts on our website or by reaching out to our Pet Service Team. Users may opt to delete certain information from their accounts including payment method profiles, and shipping information.

California Online Privacy Protection Act

TLC Pet Food takes the privacy and protection of our customers seriously. Our website is compliant with the California Online Privacy Protection Act.

TLC Pet Food Does Not For Any Reason Sell The Data And Information We Collect From Web Users and Customers to Any Third Party.

We are happy to assist confirmed customers residing in California with acquiring the information and data collected and retained by TLC about them as well as assist in their right to delete certain information in compliance with the act. Requests can be made by completing the form here.

We reserve the right to deny or only partially fulfill requests as permitted by law, including the right to retain records for the purpose of maintaining tax information or other record keeping purposes, or for the purpose of continued use of our services.

Changes to This Policy

TLC Pet Food reserves the right to modify this Privacy Policy at any time without any notice. When changes are made to this policy, we will update the “Last Updated” date located at the top of this page. All changes will be reflected at

Dispute Resolution

If you have questions or concerns about this or other TLC policies, guides, terms or conditions, please refer to our Terms of Use statement for information on how to submit your concerns.

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 

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.