How can we help?
Answers to the questions we hear most from pet parents — about our ingredients, your order, delivery and returns.
Frequently asked questions
Everything you need to know, in one place. Still stuck? Our team is happy to help.
What ingredients do you use in your recipes?
Every recipe starts with named proteins such as free-run chicken, wild-caught salmon or sustainably sourced tuna, paired with whole vegetables and purposeful botanicals. You will never find artificial colours, corn syrup or by-product meals in a GoldenPaw bag.
How do I transition my pet to a new food?
We recommend a gradual transition over 7–10 days. Start by mixing about 25% of the new food with your pet's current food, then increase the ratio every couple of days while keeping an eye on their digestion and energy levels.
Do you offer options for pets with allergies?
Yes. Many of our recipes are grain-free and made with a short ingredient list to support pets with sensitivities. If your pet has a specific allergy, contact us and we will help you find the best match.
How should I store my order?
Keep dry food and biscuits in their resealable bag or an airtight container in a cool, dry place. Wet food and purees should be refrigerated after opening and used within the time stated on the pack.
How long does shipping take?
Orders are usually processed within 1–2 business days. Standard delivery typically takes 3–7 business days depending on your location. Full details are on our <a href="/shipping/">Shipping Policy</a> page.
What is your return policy?
We stand behind every batch. If your pet is not getting on with an order, contact us within 30 days and we will help with a refund or a swap. See our <a href="/returns/">Returns & Refunds</a> page for the full policy.
How do I track my order?
As soon as your order ships we email you a tracking link. You can also sign in to your account and open your order history at any time. If tracking has not updated, see <a href="/track-order/">Track Your Order</a>.
How can I contact you?
Use the form on our <a href="/contact/">Contact page</a> and we will reply within one business day. You can also find us on social media — we love seeing happy pets.