FELLOWTAIL PRODUCT CARE
A clear guide to choosing, checking, handling and using FELLOWTAIL pet treats.
BEFORE FEEDING
SELECT WITH CARE
FELLOWTAIL products may differ in composition, size, texture, intended animal, feeding directions and storage requirements. Instructions for one product must not be used for another.
The exact information applicable to an item must come from its product page and current packaging, not from a general statement on this page.
Where a product is identified as a complementary feed or treat, use it as part of an appropriate overall diet and follow its feeding instructions.
A complementary product is not a complete diet unless the individual product information expressly identifies it as such.
Check the composition and relevant information before feeding. Pets can have different dietary needs and sensitivities.
If your pet has a known food sensitivity, diagnosed medical condition, prescribed diet, is receiving treatment, or you are uncertain about suitability, seek advice from an appropriately qualified veterinary professional.
FELLOWTAIL’s general product information is not a substitute for individual veterinary advice.
FEED SAFELY
Follow the feeding instructions for the individual product every time.
Check the intended species, life stage, minimum age, feeding amount and any other condition shown for the product.
Match the treat’s size, shape and texture to your pet’s size and feeding behaviour. Do not feed a form that is unsuitable for the animal.
Supervise your pet appropriately while treats are being given.
Keep fresh drinking water available as part of normal feeding and care.
STORE & HANDLE
Follow the storage and handling instructions supplied with each product. Requirements can differ between products.
Open the Feeding and Storage GuideKeep the product in its original packaging unless its instructions state otherwise. Reseal packaging as directed after opening.
Follow product-specific directions for temperature, moisture, refrigeration, opened-pack storage and other storage conditions.
Store treats and packaging appropriately away from children and animals when not being intentionally fed.
Check the best-before information and keep batch or lot details while the product is in use. They may be needed for a quality or safety concern.
STOP. KEEP. CONTACT.
Inspect your order when it arrives. If food packaging is unexpectedly open, leaking, torn, significantly damaged or otherwise appears compromised, do not feed the product until the matter has been assessed.
If you reasonably suspect a product may be spoiled, contaminated or otherwise unsafe, stop using it immediately. Do not taste it or continue feeding it to test whether there is a problem.
Where it is safe to do so, retain the remaining product, original packaging, batch or lot information and best-before details.
REPORT A PRODUCT CONCERN
Contact us with your order number, product name and a clear description of the issue. Where reasonably necessary, we may also ask for batch or lot information, best-before details, photographs of the product or packaging, and other relevant information.
Requests for this information do not remove any statutory rights you may have.
WHAT HAPPENS NEXT?
We assess the details available and may ask you to retain the product and packaging while the matter is investigated.
Depending on the circumstances, we may review product or batch information and contact the supplier, manufacturer or another relevant party.
We will tell you whether the affected product should be retained, returned or safely disposed of.
PRODUCT RECALLS & WITHDRAWALS
If a product supplied by FELLOWTAIL is subject to a safety recall or withdrawal, affected customers should follow the specific instructions provided.
Those instructions may include stopping use, retaining packaging and batch information, contacting us, returning the product or disposing of it as directed. This process may differ from an ordinary change-of-mind return.
If an order arrives damaged or differs from what was ordered, contact us as soon as reasonably possible so we can assess the issue and arrange an appropriate remedy where applicable.
Returns and Refunds Policy →Different pets have different preferences. Refusing a treat does not by itself establish that the product is faulty or unsafe. If something reasonably suggests a quality or safety issue, stop using it and contact us.
Specifications, packaging or other information may change. Check the information supplied with the product you receive. If there is a material inconsistency between the product, packaging and website, contact us before feeding.