Our TLC Pet Service Team is available Monday to Friday 8:30 AM est to 4:30 PM est.
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.
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.
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.
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.
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.
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.
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.
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.
TLC Pet Food takes the privacy and protection of our customers seriously. Our website is compliant with the California Online Privacy Protection Act.
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.
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.