Our TLC Pet Service Team is available Monday to Friday 8:30 AM est to 4:30 PM est.
ARBITRATION NOTICE: THESE TERMS CONTAIN AN ARBITRATION CLAUSE. YOU AND TLC PET FOOD AGREE THAT DISPUTES BETWEEN US WILL BE RESOLVED BY MANDATORY BINDING ARBITRATION, AND YOU AND TLC PET FOOD WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS-ACTION LAWSUIT OR CLASS-WIDE ARBITRATION.
When you communicate with TLC via email, text message, video call and other communications through your desktop or other device, you are communicating with us electronically. Doing so implies your consent to receive communications from us electronically and allows you the ability to retain copies of these communications for your records. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. Where required by applicable law, we will seek express prior written consent for marketing text messages or calls to you.
In order to use certain features of the Site and make purchases on the Site, you must register for an account with TLC (“TLC Account”) and provide certain information about yourself as prompted by the Site registration form. You represent and warrant that: (a) all required registration information you submit is truthful and accurate; (b) you will maintain the accuracy of such information and update it as necessary; and (c) your use of the Site does not violate any applicable law or regulation or these Terms.
You are responsible for maintaining the confidentiality of your TLC Account login information. You are fully responsible for all activities that are associated with your TLC Account (including but not limited to any purchases or other use of the Site). You agree to keep your username and password information confidential and not share it with anyone. You agree to immediately notify TLC of any unauthorized use or suspected unauthorized use of your TLC Account or any other actual or potential breach of security.
Receiving notification of an order confirmation or receipt of an Order ID does not constitute the acceptance of said order nor an agreement to sell. TLC reserves the right to limit the order quantity on any item or refuse service to any customer, without prior notification. TLC may require verification of certain information prior to acceptance of an order. Prices and product availability may change without notice at any time. Errors will be corrected when discovered and TLC reserves the right to revoke any stated offer and to correct any error, inaccuracy, or omission (including after an order has been submitted). Certain orders constitute improper use of the Site. TLC reserves the right, at its sole discretion, to refuse or cancel any order for any reason. Your TLC account may be restricted or made “inactive” at any time for any reason, at the company’s sole discretion.
All items purchased from TLC are made pursuant to a shipment contract with the company’s third party shipping partners, except for those orders identified within the company’s local delivery route, otherwise known as a “local delivery”. This means that the risk of loss and title for such items pass to you upon delivery of the Products to the shipping partner. Products will be shipped to the address designated by you, if applicable, so long as such address is complete and complies with any shipping restrictions contained on the Site. The time and location of delivery of the Products to you is at the discretion of the shipping partner.
TLC makes every attempt to accurately reflect our products on the Site but cannot guarantee product descriptions, depictions, colors, dimensions, ingredient lists or other content are complete, error-free, reliable, accurate or current. If a Product offered on the Site does not meet your expectations or is not as described, your only recourse is to return the product in accordance with our Return Policy.
TLC cannot confirm the price of an item until you submit an order. If you use Autoship, the price of the item is set the morning the order is shipped in accordance with our Autoship Terms & Conditions. TLC does its best to maintain accurate pricing on our website. If the correct price for an item is higher than the price paid at the time the order is placed, we will, at our sole discretion and prior to shipping, contact you to inform you of the correct pricing and receive instruction on how to proceed (through full or partial refund or payment of a balance if applicable). By confirming your purchase at the end of checkout, you agree to accept and pay for the items as described in the order summary, as well as any applicable shipping fees, and or applicable sales tax. TLC orders are subject to all applicable sales tax required by law and based on the shipping address for the order.
By checking “Yes! Schedule my orders using Autoship” and/or selecting “Yes” to schedule your first order using Autoship and/or by adding a valid payment method to a TLC Account with an ‘Active’ Autoship schedule, you agree and accept the TLC Pet Food Autoship Terms & Conditions.
The rights granted herein are subject to the following restrictions:
(a) you shall not use the Site to place an order on behalf of yourself or a third party for resale to that third party; (b) you shall not license, sublicense, reproduce, sell, rent, lease, transfer, assign, distribute, host, or otherwise commercially exploit the Site, its Products or its content without the express written consent from TLC Pet Food; (c) you shall not modify, make derivative works of, disassemble, reverse compile or reverse engineer any part of the Site; (d) you shall not access the Site in order to build a similar or competitive service, or to download, copy or collect content or account information for the benefit of another third party; (e) except as expressly stated herein, no part of the Site may be copied, reproduced, distributed, republished, downloaded, displayed, posted or transmitted in any form or by any means without the express written consent from the company; and (f) you shall not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information or content (including images and text descriptions) of the Site without TLC’s express written consent.
TLC reserves the right, at any time, to modify, suspend, or discontinue the Site or any part thereof with or without notice. You agree that TLC will not be liable to you or to any third party for any modification, suspension, or discontinuance of the Site or any part thereof.
The Site contains valuable trademarks and service marks owned, controlled or used by or licensed to TLC Pet Food, including but not limited to, TLC, the TLC Pet Food design logo, and the use of “Delivered Fresh. Delivered Free.”, and the use of “Whole Life Pet Food”. Any use of the Marks without the prior written permission from TLC is strictly prohibited. The arrangement and layout of the Site including but not limited to, the Marks, images, text, graphics, buttons, screenshots, and other content or material are the sole and exclusive property of TLC.
UNAUTHORIZED COPYING, REPRODUCTION, MODIFYING, REPUBLISHING, UPLOADING, DOWNLOADING, POSTING, TRANSMITTING, MAKING DERIVATIVE WORKS OF OR DUPLICATING ALL OR ANY PART OF THE SITE IS PROHIBITED.
TLC publishes articles and content to a blog (ie., “The Scoop”), as well as posts to our social media accounts, including Facebook, Instagram, and Twitter, publishing information relevant to pet owners. All information, articles and advice is offered for educational purposes only and should not replace the advice provided by a trained veterinarian.
UNAUTHORIZED COPYING, REPRODUCTION, MODIFYING, REPUBLISHING, UPLOADING, DOWNLOADING, POSTING, TRANSMITTING, MAKING DERIVATIVE WORKS OF OR DUPLICATING ALL OR ANY PART OF THE SITE IS PROHIBITED.
“User Content” of the Site’s user means any and all information and content, including photographs, videos and/or testimonials that such user submits to TLC by any means, including through social media (e.g., Facebook, Instagram, Twitter), uses with the Site (e.g., a user profile, form submission, reviews, etc.,), or when you otherwise interact with TLC (e.g., when you call Pet Service, or send us emails). You are solely responsible for your User Content. You assume all risks associated with use of your User Content, including any reliance on its accuracy, completeness or usefulness by others, or any disclosure of your User Content that makes you or any third party personally identifiable. You hereby affirm, represent, and warrant that (a) you own, or have the necessary licenses, rights, and/or consents to use your User Content with the Site as described herein and (b) your User Content does not violate the Acceptable Use policy in these Terms. You may not state or imply that your User Content is in any way provided, sponsored, or endorsed by TLC. Because you alone are responsible for your User Content (and not TLC), you may expose yourself to liability if, for example, your User Content violates the Acceptable Use policy. TLC is not obligated to backup any User Content, makes no representation that it will do so, and you agree that TLC may delete User Content at any time.
By submitting your User Content or using it with the Site , you automatically grant, and you represent and warrant that you have the right to grant, to TLC an irrevocable, nonexclusive, royalty-free and fully paid worldwide license to reproduce, distribute, publicly display and perform, prepare derivative works of, incorporate into other works, and otherwise use your User Content, and to grant sublicenses of the foregoing, solely for the purposes of including your User Content in the Site, TLC social media platforms or marketing or promotional initiatives. You agree to irrevocably waive (and cause to be waived) any claims and assertions of publicity or moral rights, or attribution with respect to your User Content.
Because we do not control User Content, you acknowledge and agree that we are not responsible for any User Content and we make no guarantees regarding the accuracy, currency, suitability, or quality of any User Content, and we assume no responsibility for any User Content. Your interactions with other Site users are solely between you and such user. You agree that TLC will not be responsible for any loss or damage incurred as the result of any such interactions. If there is a dispute between you and any Site user, we are under no obligation to become involved.
In connection with your use of the Site and interactions with TLC and its employees and users, you agree not to collect, upload, transmit, display, communicate by email, telephone or electronically, or distribute any User Content (a) that violates any third-party right, including any copyright, trademark, patent, trade secret, moral right, privacy rights, right of publicity, or any other intellectual property or proprietary right; (b) that is unlawful, harassing, abusive, tortious, threatening, harmful, abusive, invasive of another’s privacy, vulgar, defamatory, false, intentionally misleading, trade libelous, pornographic, obscene, patently offensive (e.g., material that promotes racism, bigotry, hatred, or physical harm of any kind against any Pet Food or individual) or otherwise objectionable material of any kind or nature or which is harmful to minors in any way; or (c) in violation of any law, regulation, or obligations or restrictions imposed by any third party.
In addition, you agree not to use the Site to: (a) upload, transmit, or distribute any computer viruses, worms, or any software intended to damage or alter a computer system or data; (b) send unsolicited or unauthorized advertising, promotional materials, junk mail, spam, chain letters, pyramid schemes, or any other form of duplicative or unsolicited messages, whether commercial or otherwise; (c) harvest, collect, gather or assemble information or data regarding other users, including e-mail addresses, without their consent; (d) interfere with or disrupt servers or networks connected to the Site or violate the regulations, policies or procedures of such networks; (e) attempt to gain unauthorized access to the Site, other computer systems or networks connected to or used together with the Site, through password mining or other means; (f) harass or interfere with another user’s use and enjoyment of the Site; (g) purchase Products for resale.
This site may contain links to third party websites (collectively, “Third Party Sites”), for example, links to Facebook, Twitter, Instagram and other social media sites. These sites are not under the control of TLC Pet Food and we are not responsible for any Third Party Sites. We may provide links to these Third Party Sites only as a convenience to you and do not endorse, approve, monitor, review, warrant or make any representations with respect to Third Party Sites. You agree that you will use all Third Party Sites at your own risk and understand that visiting said sites makes you subject to the service provider’s terms and policies. You hereby release us, our officers, employees, agents, affiliates, subsidiaries, parents, joint ventures, successors and any other companies under common control with us from claims, demands any and all losses, damages, rights, claims, and actions of any kind including personal injuries, death, and property damage, that are either directly or indirectly related to or arise out of any interactions with or conduct of other Site users or Third Party Sites.
By joining the TLC Paw Partner Program (“the program”, “Paw Partner”, “Affiliate”, “Event/Org”) participating in, or applying to participate in the program, you agree to at all times comply with these Terms and all TLC Paw Partner policies, schedules, guidelines, and other documents and materials referenced in these Terms or otherwise made available within your Paw Partner account. The Paw Partner Program is intended exclusively for qualified affiliates (social media influencers, small businesses, etc.,) events and or organizations.
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.
TLC intends for the information and data contained in the Site to be accurate and reliable but since the information and data have been compiled from a variety of sources, they are provided ‘AS IS’ and “AS AVAILABLE”. You expressly agree that your use of the Site and any information contained therein is at your sole risk. NEITHER TLC NOR ITS THIRD PARTY SERVICE PROVIDERS, CONTRACTORS, PARTNERS, SUPPLIERS OR AFFILIATES WARRANT THE ACCURACY, OR COMPLETENESS OF THE CONTENT PROVIDED ON THIS SITE OR THE PRODUCTS OR SERVICES OFFERED FOR SALE ON THIS SITE. WE CANNOT AND DO NOT WARRANT THAT YOUR USE OF THIS SITE WILL BE UNINTERRUPTED, SECURE OR ERROR FREE. Accordingly, to the extent permitted by applicable law, TLC EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF TITLE, NON-INFRINGEMENT, ACCURACY, MERCHANTABILITY AND FITNESS FOR A PURPOSE, AND ANY WARRANTIES THAT MAY ARISE FROM COURSE OF DEALING, COURSE OF PERFORMANCE OR USAGE OF TRADE. Some jurisdictions do not allow the disclaimer of warranties so such disclaimers may not apply to you.
IN NO EVENT SHALL TLC, OUR OFFICERS, EMPLOYEES, AGENTS, AFFILIATES, SUBSIDIARIES, PARENTS, JOINT VENTURES, SUCCESSORS AND ANY OTHER COMPANIES UNDER COMMON CONTROL WITH US, ANY INDEPENDENT CONTRACTORS, OR THIRD PARTIES, BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOST PROFIT OR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES ARISING FROM OR IN ANY WAY RELATED TO YOUR RELATIONSHIP WITH TLC PET FOOD, YOUR USE OF THE SITE, PRODUCTS, OR THIRD PARTY SITES, OR YOUR INTERACTION WITH OR RELIANCE ON ANY ADVICE FROM ANY SUCH PERSON OR ENTITY EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. ACCESS TO, AND USE OF, THE SITE, PRODUCTS AND THIRD PARTY SITES AND ANY INTERACTIONS WITH OR RELIANCE ON ADVICE FROM ANY SUCH PERSON OR ENTITY ARE AT YOUR OWN DISCRETION AND RISK, AND YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE IN CONNECTION THEREWITH INCLUDING BUT NOT LIMITED TO YOUR COMPUTER SYSTEM OR LOSS OF DATA RESULTING THEREFROM. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED HEREIN, OUR LIABILITY TO YOU FOR ANY DAMAGES ARISING FROM OR IN ANY WAY RELATED TO YOUR RELATIONSHIP WITH TLC Pet Food, ANY INTERACTIONS WITH OR RELIANCE ON ADVICE FROM ANY SUCH PERSON OR ENTITY, OR THESE TERMS (FOR ANY CAUSE WHATSOEVER AND REGARDLESS OF THE FORM OF THE ACTION), WILL AT ALL TIMES BE LIMITED TO THE GREATER OF (A) FIFTY US DOLLARS ($50) OR (B) AMOUNTS YOU’VE PAID TLC IN THE PRIOR 12 MONTHS. WE AGREE THAT ANY CLAIM BETWEEN US MUST BE BROUGHT WITHIN TWO (2) YEARS OF THE EVENT(S) GIVING RISE TO SUCH CLAIM.
SOME JURISDICTIONS DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OF CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU AND YOU MAY ALSO HAVE OTHER LEGAL RIGHTS THAT VARY FROM JURISDICTION TO JURISDICTION.
For questions or concerns about these Terms, and your legal relationship with TLC Pet Food, please contact us at:
TLC Pet Food Legal Department
181 Cooper Ave
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:
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.
All orders are shipped from a TLC distribution center Monday to Friday, excluding applicable statutory holidays.
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 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.,
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.