Any and all order information you give us is kept completely confidential. The credit card processing company necessary to process your order, also observes the latest compliance laws. We do not share it with anyone. We do not put you on an automated list for sales. We may send you an occasional email about office/website maintenance and Holiday hours, a reduced price, ordering changes or to check on your dog's health or food supply. We may email or call you with questions about your order and we will send one email to follow up on an order of samples.
Other information you give us, such as your dog/pug benefitting from our food, its photo, its age, the formula you ordered, may be used on our facebook page--facebook.com/pugzoo. However, on the facebook post, we will not publish your street address, phone or email (of course) or in other social media posts or anywhere at all. If you wish to give us good news, tell us about your (an) experience, but wish this to remain private (off of social media) tell us so with your order, with your comment or contact us in a separate communication via email.
At the shopping cart, the cart uses the highest encryption technology available. SSL.
You will see that in the URL (the website address at the top of your browser) when you are at the shop cart. It starts with https://www...the "S" stands for secure server.
Outside of the shopping cart, the main pages with education, information and descriptions of the product certain browsers may not display a secure icon even though you are on a secure page.
Our credit card processor, Authorize.net, observes the strictest privacy law and procedures. NO one can ever see your credit card number except for the last 4 digits. On our end if we re-order with your information on file, we still Cannot see your card numbers, it is that secure.
For more info on the security provided by Authorize.net see here.
ALL SALES ARE FINAL. Because our food is without preservatives and can spoil without refrigeration or optimal conditions, it is not returnable and there are no refunds or exchanges. Only order what you can store at the recommended storage environment. Any other non-food products are at discounted/sales prices and therefore cannot be returned. All sales are final.
All formulas must be refrigerated.
This food does not contain preservatives and must be
stored in the refrigerator. If you do not have room in the refrigerator, a freezer or the freezer portion of your refrigerator is acceptable. However, it is possible that with some formulas, consistency or flavor may change after freezer storage. Optimal conditions for this food is storing it in the refrigerator. Storage and use for the feeding of the day --only-- can be inside in air conditioning at 75 degrees Farenheit or less.
We do not ship international orders.
We ship USPS (United States Postal Service) Priority Mail only.
We usually ship same day M-F, if order is received by 12 noon PST (West Coast).
Orders received after 12 noon M-TH usually ship next business day.
Orders received after 12 noon on Friday, on Saturday or Sunday, usually ship the following Monday or, if it is a Holiday, usually the next business day
Orders received on a Holiday, usually ship next business day.
TRACKING INFO: If you have given us your correct email address, you will receive an email from USPS (United States Postal Service) giving you the expected delivery date and your tracking info, so that you can track your package. Make sure you monitor this date and retrieve your shipment the day it arrives as the dog food must get stored right away and according to cool and optimal conditions.
When will your order arrive?
NOTICE: We are not liable for delays receiving packages due to government imposed health control, riots and other issues beyond our control.
Once it is shipped: USPS Priority Mail is usually 2, 3 business days. Orders in California, Arizona and Oregon usually arrive in 2 business days. Most other States usually arrive in 2-3 business days. Upper North-West and Upper North-East arrive usually in 3-4 business days.
We are not liable for any postal delays and urge you to order your food in advance, preferably one week before you run out, barring Holiday and climate/storm seasons.
You may also sign up for the free auto-ship program to avoid forgetting to order, running out of food. It saves time and it is free. Simply sign-up at any time or when you order; we then calculate how long until you run out, we use your card on file and use it at the time we ship. You can opt out of it at any time.
If you need to order something other than what is offered at the website, please contact us and include your street address and zip code and the exact items you wish to order. We will get back to you with a product and shipping quote promptly.
HOLIDAY SEASON and CLIMATE/STORM DELAYS SHIPPING:
Please order with plenty of spare time to receive or send gifts or food during this season. It is common for the carriers to be busier than usual with some delays. We cannot be responsible for any USPS shipping delays during any season.
DOG/PUG HEALTH INFO
Note: We regret we cannot field pug health questions from the general public. If you want to be up on your pug's health, order our Pug Healthcare Manual--that's what it is for. Some Internet websites, especially Blogs can contain incorrect information and/or be a waste of your time.
The statements made on this website have not been evaluated by the Food and Drug Administration. These statements and the products of this company are not intended to diagnose, treat, cure or prevent any disease.
Health Legal Disclaimer
Please consult your health care professional before implementing any new diet for your dog, especially if they have preexisting medical conditions. The info and statements made in this website are for educational purposes only and are not meant to replace the advice of your health care professional.
We do not promise or guarantee any specific health benefit. Any statements of such are from our individual pets or customers' pets that have offered these statements. Individual results will vary.
We are not liable for any health problem, injury or death of any pet that is fed our formulas. If you suspect a health problem after feeding, discontinue the feeding and contact your health professional.
Last, we are not a breeder referral.
If you are looking to adopt a pug, we suggest our pug rescue pages or other dogs at www.petfinder.com
Do not expect to find pug puppies in rescue. There are a lot of precious adult pugs waiting for good homes and they are easier to take care of.
That is what rescue is all about!
Thank you for shopping with us!