Frequently Asked Questions (FAQs)
Where are your products manufactured?
All of our products are manufactured in the USA. Our Premium Line of products is manufactured in Florida and our Whole Prey Treats are manufactured in California.
Where do you source your ingredients?
Almost all of our ingredients are sourced from the USA. Including our supplement mixes for Maddie's Brands. The only exceptions will be noted on our product pages. For example our Krill Oil products have krill from Antarctic waters and must be harvested there. When it comes to partner brands we sell, we ask that they strive for the same commitment. Some ingrediants or materials can't be sourced domestically unfortunately. You will always see a tag on each page indicating the item is USA Sourced & Made or USA Made (contains some non-USA materials).
What is the shelf life of your products?
All products will come with a best buy date on them. We source our products in small batches so you receive the freshest product available.
How long does it take orders to ship?
We ship fast! Orders ship within 24 hours of being placed Monday through Friday. Orders placed on the weekend will be packed and shipped out by Monday morning.
How fast is shipping?
Standard orders ship via the USPS direct to your door. Shipping times average 1-2 days for most customers on the east coast and Midwest and 2-3 days for the West Coast. Subscription orders ship via more economical services and can ship slower but will arrive by requested time. Some items ship directly from our manufacturing partners. Shipping times for these items are listed on each items page. They ship separate so only those items are effected by the noted shipping time.
**Be advised the USPS has advised us of increased shipping time, nearly all orders are arriving on time but be prepared for possible delays.**
Do you offer expedited shipping?
Yes! You can select expedited shipping for an additional charge. Most orders will arrive next day.
How can I track my order?
All orders will come with a tracking number and link sent once shipped. Please check you tracking number before contacting us about order delivery questions.
What is Carbon Neutral Shipping?
Protecting the environment is important to the entire team of humans at Maddie's American Pet Products. Customers can choose our Carbon Neutral Shipping Option for a fee of $5 no matter the order size. We partner with a shipping provider that works with the USPS to ship orders by ground, a much more environmentally sound way then air travel. Additionally they purchase a carbon offset for the carbon impact of each order, making your order carbon neutral. Shipping averages about a day longer then our standard shipping.
What is Maddie's Guarantee?
Its our promise you'll absolutely love our products or we will work with you to make it right!
What is your return policy?
We back up everything we sell with our Maddie Approved Guarantee. Please email us at email@example.com .
Do you really donate a meal to a shelter for every item purchased?
Yes! We donate the monetary value of a meal to a shelter chosen by our community for every item sold. Currently we value a meal at $.50, the cost of a cup of super premium pet food selling at $60 for a 30 pound bag.
How do you choose the shelter that Receives your donations?
Shelters are chosen by our customer community. Customers can vote for the shelter of their choice and winners are picked on a rotating basis.
Can I nominate my favorite shelter to be added to the voting?
Yes! visit our giving back page to nominate your favorite shelter.
How are donations administered and given to the shelter?
We use a third party partner called Pledgling to track, administer, & distribute our donations.
What are the requirements for shelters?
Shelters must be a 501c3 non profit and enrolled on the pledging network.
Do you offer Subscription, Automatic Re-orders or Auto-ship
Sure do! You never have to worry about running out of our amazing products when you sign up for an auto-ship.
Can I use a coupon code on an auto-ship order?
Yes and No. Check your coupon codes restrictions. In many cases we can not apply discounts to orders containing auto-ship items due to the already applied discounts. You can start your auto-ship order and then order other items using your coupon code with a separate transaction. Email firstname.lastname@example.org for questions and we can walk you through the process.
Can I use a Gift Card with Auto-Ship Orders?
No. Gift Cards can not be used for any portion of an order containing an auto-ship item due to their recurring charges.
How does shipping work?
Subscription products ship free by default with no minimum order requirement
Can I cancel or adjust my auto-ship?
Yes! We prefer you adjust rather then cancel an auto-ship. You can manage all of this by following the links in your emails or by visiting your account page.
Will my Auto-ship price change?
You will be charged the current selling price on our website for the item at the time of shipping. The price can go up and down monthly depending on the sales we have running. You will receive 15% off the current selling price as a thank you for your subscription.
Do I earn pack points on Auto-ship purchases?
Of course! You will earn at exactly the same rate you would for standard purchases.
What is Pack Perks?
Pack perks is our exclusive loyalty program that rewards our valued customers for shopping and being awesome advocates for Maddie's products.
How can I join Pack Perks?
Simply click on the icon on the left hand side of the screen that says pack rewards and follow the links. You will create a store account and opt in to the program
How can I use my points?
You can redeem points for cool rewards like money off your purchase. Please be aware that rewards have restrictions and can not be used with other coupons. Site limitations limit customers to one coupon per transaction. You can split transactions if needed to used multiple coupons.