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First of all, please know we're always happy to help when and where we can. We do expect you to receive your shipping notification with tracking within 2 days of your order. We also expect your package to arrive within a reasonable amount of time and intact, and if you're here, we're sorry it hasn't. Here's what to do:
If you didn't receive a ship notification within 1 - 2 days, the first step is to check your junk / spam mail folder (even if you received the purchase confirmation). If you find the tracking number there, please move it to your inbox and let your email provider know [email protected] is a safe sender (sometimes all it takes is adding the email address to the contact list your email provider sees). Email providers that bounce emails from [email protected] often bounce the replies we send to your emails to customer service. Please know we do not get notifications of a bounced email *unless* your mailbox is full / over space quota. Even if we were notified, only you can control what happens on your end, there is no email client that will "fix" a "we're not spam" claim from a sender. You may need to follow instructions by your email provider on how to "whitelist" / mark as a "safe sender" [email protected]
UPDATE March 2026: It used to be that only Google (gmail) reliably delivered ship notifications, It must have updated its algorithms, as we are receiving quite a few questions about shipping from gmail accounts. EVERYONE that didn't receive a confirm or ship notification with tracking should:
1) Add [email protected] to the contacts your email provider sees (gmail accounts that means google contacts even if that's not the contact app you use).
2) Check spam. If the email is there, mark [email protected] / www.foodfurlife.com as a safe sender / safe domain.
3) If the email is NOT in spam and you don't find it accidentally deleted in trash
.If you received the ship notification with tracking or the package / its contents arrived damaged, please see below.
If you didn't receive a ship notification within 1 - 2 days, the first step is to check your junk / spam mail folder (even if you received the purchase confirmation). If you find the tracking number there, please move it to your inbox and let your email provider know [email protected] is a safe sender (sometimes all it takes is adding the email address to the contact list your email provider sees). Email providers that bounce emails from [email protected] often bounce the replies we send to your emails to customer service. Please know we do not get notifications of a bounced email *unless* your mailbox is full / over space quota. Even if we were notified, only you can control what happens on your end, there is no email client that will "fix" a "we're not spam" claim from a sender. You may need to follow instructions by your email provider on how to "whitelist" / mark as a "safe sender" [email protected]
UPDATE March 2026: It used to be that only Google (gmail) reliably delivered ship notifications, It must have updated its algorithms, as we are receiving quite a few questions about shipping from gmail accounts. EVERYONE that didn't receive a confirm or ship notification with tracking should:
1) Add [email protected] to the contacts your email provider sees (gmail accounts that means google contacts even if that's not the contact app you use).
2) Check spam. If the email is there, mark [email protected] / www.foodfurlife.com as a safe sender / safe domain.
3) If the email is NOT in spam and you don't find it accidentally deleted in trash
- Open Gmail on a computer.
- In the search box at the top, click the "Show Search Options" icon (the sliders icon on the right).
- In the "from" field, type the email address ([email protected]) you want to whitelist.
- Click "Create filter" at the bottom of the search window.
- Check the box that says "Never send to spam."
- Click "Create Filter."
.If you received the ship notification with tracking or the package / its contents arrived damaged, please see below.
MISSING MAIL
Food Fur Life ships via USPS Mail as follows:
Trial packets are sent in a bright orange padded 6 x 10 envelope via USPS Ground Advantage which has tracking. Expected delivery per USPS is typically up to five business days.
225g and 450g packets (up to three) are shipped in the USPS Priority Mail padded envelope. Expected delivery time per USPS is typically up to three business days.
450g bags from four to eight packets are shipped via the Medium Flat Rate Box 2. Expected delivery time per USPS is typically up to 3 business days.
450g bags from nine to twelve packets are shipped via a 15" x 11.5" x 6.5" corrugated box. Expected delivery time per USPS is typically up to 3 business days.
PLEASE NOTE THAT PRECEDING AND DURING HOLIDAYS THESE DELIVERY TIMES CAN BE SIGNIFICANTLY LONGER despite USPS delivery claims but this does not impact your ability to file a missing mail search request.
IF YOUR PACKAGE IS TAKING LONGER THAN THE EXPECTED DELIVERY TIME:
Please note that no one other than a Postmaster or authorized USPS customer service representatives can see anything more than you can with the tracking number. If you live in a small town, you can go to your local post office and ask the front desk staff to have the Postmaster look up your package tracking. Information they can see may help you determine whether or not you should wait or file a MISSING MAIL search request.
PLACING A MISSING MAIL REQUEST:
Placing a missing mail request is quick, easy, and for most, quite often effective. This typically kicks the package back into the system or back on track, whether it appears to be stuck or is simply in the wrong place given your location.
To place the request, you need your tracking number, the date it was shipped (seen on tracking), the package information (above), that it ships from Blairstown, NJ and the contents of the package.
You need a (free) account with USPS to place the search request. To sign up, go to www.usps.com and then complete the following steps.
Once you've created your account, this page will help you navigate to the correct location: USPS - Missing Mail Basics (info)
From there, scroll down to the section "Submit a missing mail search request" This has a link to where you can file the search request.
IMPORTANT: you have to choose whether to have them call you or email you. With a small data set, it seems the most effective form of communication is the phone call. It is recommended to use that option.
If you need to discuss replacement options, please contact [email protected].
Food Fur Life ships via USPS Mail as follows:
Trial packets are sent in a bright orange padded 6 x 10 envelope via USPS Ground Advantage which has tracking. Expected delivery per USPS is typically up to five business days.
225g and 450g packets (up to three) are shipped in the USPS Priority Mail padded envelope. Expected delivery time per USPS is typically up to three business days.
450g bags from four to eight packets are shipped via the Medium Flat Rate Box 2. Expected delivery time per USPS is typically up to 3 business days.
450g bags from nine to twelve packets are shipped via a 15" x 11.5" x 6.5" corrugated box. Expected delivery time per USPS is typically up to 3 business days.
PLEASE NOTE THAT PRECEDING AND DURING HOLIDAYS THESE DELIVERY TIMES CAN BE SIGNIFICANTLY LONGER despite USPS delivery claims but this does not impact your ability to file a missing mail search request.
IF YOUR PACKAGE IS TAKING LONGER THAN THE EXPECTED DELIVERY TIME:
Please note that no one other than a Postmaster or authorized USPS customer service representatives can see anything more than you can with the tracking number. If you live in a small town, you can go to your local post office and ask the front desk staff to have the Postmaster look up your package tracking. Information they can see may help you determine whether or not you should wait or file a MISSING MAIL search request.
PLACING A MISSING MAIL REQUEST:
Placing a missing mail request is quick, easy, and for most, quite often effective. This typically kicks the package back into the system or back on track, whether it appears to be stuck or is simply in the wrong place given your location.
To place the request, you need your tracking number, the date it was shipped (seen on tracking), the package information (above), that it ships from Blairstown, NJ and the contents of the package.
You need a (free) account with USPS to place the search request. To sign up, go to www.usps.com and then complete the following steps.
Once you've created your account, this page will help you navigate to the correct location: USPS - Missing Mail Basics (info)
From there, scroll down to the section "Submit a missing mail search request" This has a link to where you can file the search request.
IMPORTANT: you have to choose whether to have them call you or email you. With a small data set, it seems the most effective form of communication is the phone call. It is recommended to use that option.
If you need to discuss replacement options, please contact [email protected].
DAMAGED PACKAGE OR PRODUCT
If you have a damaged packet upon opening the package, you can't miss it: that fine, fluffy powder is everywhere. SO SORRY FOR THE MESS. But as you can see, it is very difficult for a damaged packet to be packed: if the packet is already damaged, it is almost inevitable the case it came out of looks similar to your package. It happens, of course, that powder hasn't leaked out and it is in turn packed and shipped to you. But it obviously is rare. Thus, we request you please search the packaging for any small puncture or tear. We don't need pictures of the damaged bag of EZComplete. To place the claim for the Priority Mail, we need pictures of the damage to the packaging. It is often very slight and easily missed, as it seems bags and boxes sometimes get set on something small and sharp: if the truck moves around, it creates a larger hole or tear in the inside packet vs the packaging.
We are happy to ship a replacement / provide a refund for the damaged packet(s), but if there was any damage to the packaging found, a picture is appreciated.
When we replace and when we refund:
We will send a replacement bag if you ordered just one.
If you ordered two or more bags and one was damaged, we will refund your money for the bag AND its portion of the shipping cost.
If there is more than one bag damaged, whether we ship a replacement or provide a refund depends on how many bags you ordered and how many were damaged. We kindly request you reach out to us:
No matter what happened, please contact [email protected] and we're happy to help.
If you have a damaged packet upon opening the package, you can't miss it: that fine, fluffy powder is everywhere. SO SORRY FOR THE MESS. But as you can see, it is very difficult for a damaged packet to be packed: if the packet is already damaged, it is almost inevitable the case it came out of looks similar to your package. It happens, of course, that powder hasn't leaked out and it is in turn packed and shipped to you. But it obviously is rare. Thus, we request you please search the packaging for any small puncture or tear. We don't need pictures of the damaged bag of EZComplete. To place the claim for the Priority Mail, we need pictures of the damage to the packaging. It is often very slight and easily missed, as it seems bags and boxes sometimes get set on something small and sharp: if the truck moves around, it creates a larger hole or tear in the inside packet vs the packaging.
We are happy to ship a replacement / provide a refund for the damaged packet(s), but if there was any damage to the packaging found, a picture is appreciated.
When we replace and when we refund:
We will send a replacement bag if you ordered just one.
If you ordered two or more bags and one was damaged, we will refund your money for the bag AND its portion of the shipping cost.
If there is more than one bag damaged, whether we ship a replacement or provide a refund depends on how many bags you ordered and how many were damaged. We kindly request you reach out to us:
No matter what happened, please contact [email protected] and we're happy to help.