menu

faq

Product Account and Order Management Company Info Customer Guidance Marketing

Product

How much does shipping cost?

Shipping within the continental US is free!

Do you live overseas? Send our customer care team an email directly at care@pallaby.com and we will see if there's a way we can deliver pallaby goodness to your doorstep, wherever your pup might be. And if you happen to live along the Amalfi Coast in Italy, also let us know. We'll make every reason why delivering your monthly pallaby box in-person is the only acceptable solution 🐶.

When will my box arrive?

You can expect to receive your yummy box of kibble pouches 5-7 days after it's shipped via UPS Ground.

If you're expecting a sample, you should receive it within 3-5 days via USPS First Class Mail.

How do I transition my pup onto pallaby kibble?

We advise customers to follow a 10-14-day meal transition plan. We also understand every dog, like every human, has its own unique sensitivities. We suggest closely monitoring your pup and always consider consulting your veterinarian for diet and allergy guidance.

Is your kibble grain-free?

Our current kibble lineup includes grain as an ingredient. While the inclusion of healthy grains has been shown to be extremely beneficial to a pup’s diet, we understand this is not the dietary preference of all of our customers. For those customers looking for a grain-free offering, let us know. Seriously! Send us an email to our customer care team at care@pallaby.com. In the meantime, please stay tuned! Exciting things are always in the works here at pallaby.

Is pallaby kibble made from natural ingredients?

Pallaby kibble is 100% natural and formulated at a state of the art facility. Our exceptional team of world-class veterinarians, pet nutritionists, and clinicians oversee the formulation of each and every one of our products, including our kibble.

Why daily pouches? Feels like a lot of packaging.

First, the reason behind daily pouches. Freshness. Kibble contains a healthy assortment of natural proteins, nutrients, vitamins, and minerals that is enjoyed best when fresh! That’s why we’ve pre-portioned every pallaby meal into a compostable pouch that both you and your pooch can enjoy guilt-free on the daily.

Now, for the pouches themselves. Pallaby kibble pouches are made from 100% compostable materials made from the polylactic acid (PLA) of plants and include a laminated protective ALOX coating. So while there may be 31 pouches in each month's pallaby box of magic, we're proud that there's actually less plastic, synthetic materials, and metals utilized not only in our individual pouches but across our entire operational chain than our industry competitors. We like to think the most fitting way to describe our method of operating would be "Best in Class". ;-)

How much does pallaby cost?

Our meal plans, customized specifically for your pet’s lifestyle, start at only $69/month. The average pet parent spends $62/month on pet food. But what do other kibble companies know about your pup? Anything? Get started with pallaby and you'll see just how seriously we take getting to know your pup. Why? Cause they deserve a personalized solution, not a 40lbs. bag of bulk that will go stale over several weeks.

How is your food formulated?

Pallaby kibble is formulated in a state-of-the-art facility here in the United States. We evaluated countless formulators and subjected these operators to a stringent selection process. Only a handful emerged as partners with whom we felt confident kept the end customer (your pups!) at the forefront of every decision they made.

What ingredients do you use?

A full list of ingredients is located on the insert included with your shipment.

What steps are taken to ensure your food is safe?

Our formulators are subjected to the industry’s most stringent health and safety regulations to ensure the proper formulation of pallaby’s kibble. Every Pallaby meal plan is proofed by our in-house veterinarians and pet nutritionists.

Does your food meet AAFCO standards?

Yes, pallaby kibble meets all AAFCO standards and regulations. Specifically, our foods meet the Food Nutrient Profiles for All Life Stages including growth of large size dogs (70 lb. or more as an adult). In other words, all of our recipes are complete and balanced. This means that our products will provide the nutrients your pup needs, in the right proportions, across all life stages.

My dog is allergic to chicken, are you planning to offer other proteins?

First of all, high five, pet parent! We’re happy you have identified this allergy and are taking the necessary steps towards ensuring your pup gets the right nutrition. We are constantly working on new and exciting formulations that we think even our most discerning furry friends will love. Please stay tuned! The best way to stay informed about our upcoming product releases would be through subscribing to our fancy newsletter!

I have a puppy, is this suitable for them? What about if my pup is a senior?

Our kibble formulation is safe for dogs across all life stages. What matters most for a rapidly-growing pup is ensuring your ball of love and licks is getting all the nutrients it needs during this developmental stage. For our beloved seniors, this is where our vitamin and mineral-rich formulations deliver some serious bite.

Account and Order Management

What is pallaby's cancellation / refund policy?

Cancellations.

We have a hassle-free cancellation policy. If your pet doesn’t love our kibble, just log into your member portal and pause or cancel your subscription. That's it!

Refunds.

We would love to explore if another Pallaby solution would satisfy your pet’s needs, but in the case you don’t think Pallaby is a good fit for you at this time, please contact our customer care team directly at care@pallaby.com. A member will be in touch shortly and help process your refund.

How do I make changes to an order I’ve already placed?

Easy! Simply: 1) Login to your account at pallaby.com, 2) Click “my subscriptions”, 3) “Edit”, and finally, 4) Save Changes! You will need to make changes to your subscription at least 15 days before your next order processes or else your changes will not be reflected until the following month.

Where do you deliver? Do you ship internationally?

We only ship within the domestic US (for now). That said, give our customer care team a holler at care@pallaby.com and let us know where you’d like to receive some pallaby magic. You never know what kind of wizardry our team can work!

When will I receive my order?

Please allow 5-10 business days for your order to arrive. New orders must be received the 15th of each month to be delivered by the 1st of the next month.

What do I do if I never received my order?

Contact our customer care team immediately at care@pallaby.com. We will work hard to understand where your order went wrong and will do everything in our power to make it right for you and your pet.

How is the product made? Where do the materials come from?

Pallaby engages with best-in-class formulators that employ the strictest health and safety standards in the industry. Each facility is USDA inspected and routine facility audits are performed to ensure quality and food safety.

How do you tailor your food to my dog?

We implement a veterinarian and pet nutritionist-backed caloric algorithm that assesses each pet’s caloric needs based on gender, age, breed, medical history, activity level, and lifestyle. Next, we adjust the volume of kibble based upon the data received from our customers.

How do shipments work and is your packaging environmentally friendly?

We’re so glad you asked. The pallaby family takes the health of your pet and the health of our environment seriously. VERY seriously. Once you place an order, lots of behind-the-scenes magic kicks off in an effort to deliver to your pet the freshest, most delicious, premium kibble possible. Each meal comes pre-packaged in a fully compostable pouch. So please drop your Pallaby pouch into your nearest compost bin! Everyone here at pallaby and every fish in the ocean says “THANK YOU”!!!

Can I skip orders or cancel my subscription?

Yup! Just log into your member portal at pallaby.com and make your adjustments under "my account".

What if I'm not home when pallaby is delivered?

We’re sorry to have missed you! Of course, we understand schedules won’t always sync perfectly when it comes to deliveries. Please contact our customer customer care team directly at care@pallaby.com if you are not able to locate your Pallaby delivery.

Company Info

Where are you located?

We’re located in sunny Santa Monica, CA!

How do I contact your company if my question isn’t answered here?

You can always reach us through our customer care team at care@pallaby.com. We love hearing from our customers!

Customer

Why should I switch to pallaby?

Our incredible customers have typically found us because they were looking for a personalized meal plan for their pets, frustrated with the off-the-shelf stock kibble solution for their one-of-a-kind pup. Our extended family of pets and pet owners become long-term pallaby members because of the exceptional 1-1 customer care, best-in-class premium kibble and treats nutritional products, and the always-incredible value-add experiences they receive as pallaby members. <hint: does your kibble brand have in-house nutritionists or veterinarians available to readily lend their expertise directly to the you, the customer?>

What are the perks to being a pallaby member?

Premium kibble. Incredible customer service. A team committed to better health outcomes for your dog. World-class pallaby veterinarians and pet nutritionists. Custom meal plans created for your pet’s ever-changing needs across all life stages. Plus new product offerings, specials, promotions, and events! The list goes on but there is not enough time in the day to share all of them here. Instead, let's go pet some dogs.

Guidance

Do I need to consult my vet when switching my dog’s diet?

Involving your veterinarian in your pet’s nutritional journey is always a good idea. The more your veterinarian knows, the greater the insight you might receive regarding your pet’s diet, activity level, and breed-specific development.

How do I know that your food is appropriate for my pet's specific needs?

We understand that our pets have unique needs and conditions. Our formulation sits well (...see what we did there?) with the vast majority of our customers. But if there are specific concerns or needs that you have not had the opportunity to share with a Pallaby team member, please do so by sending our customer care team a note directly at care@pallaby.com.

Why feed pallaby over another diet alternative?

Our process starts with getting to know your pup. From there, we design a personalized nutritional plan around them. There are plenty of pet food brands that formulate kibble. But do these brands know anything about your pet? Do they know if your pup is female or male? Active or chill? 2yrs old or 10yrs old? These things matter and they affect the daily nutritional habits that the pet parent should be providing. Like with humans, age, gender, activity levels all impact the dietary needs of our furry loved ones.

What if I am traveling with my pet?

Road trip! Pallaby’s kibble is pre-portioned into easy to use, compostable daily pouches. So pack your bags, and grab as many pallaby pouches you need! Feel good that our daily pouches will deliver that Day #1 freshness every 👏 single 👏 day 👏.

Are your meals appropriate for pets with certain medical or allergy issues?

We take your pet's specific dietary and medical conditions seriously. It is for this reason we ask customers if their pet has any allergies before making a recommendation. For pets that have specific allergies, it is our recommendation not to feed certain products. It is always a good idea to validate any dietary and nutritional concerns with your veterinarian.

What if I don’t know my dog’s weight?

The current weight of your dog is important for us to take into consideration when making nutritional recommendations. We would encourage you to take your pet into a nearby veterinary clinic to get a free weight reading.

Can I add another dog to my account? Do you offer multi-pet discounts?

Easy! Just log into your user account with the email address and password you created when you joined. That’s where you can verify your current subscriptions and make edits to your dog’s information. And congratulations if you've made it this far down the FAQs and are buying for multiple pets. Your reward? A multi-pet discount! Contact our customer care team at care@pallaby.com and put "Multiple Pet Discount" as your email subject. A team member will be with your shortly.

Marketing

Want to partner with pallaby?

Like what we’re up to? We are always looking for fantastic partners. Give us a shout and contact our customer care team directly at care@pallaby.com to discuss!

Do you have a referral program?

We sure do! Check it out.

If you refer someone who becomes a pallaby customer, you instantly receive a $45 pallaby account credit. And your referral? They get 3 months of free pallaby treats!

How do I become an affiliate?

Want to help spread the Pallaby magic? Join our affiliate program!