FAQs

I just placed my order! When will my food ship?
We ship on Monday and Wednesday nationwide, and for some regions on the East and West Coasts, we are able to ship Thursday. Orders placed by 5pm local time on Tuesday are guaranteed to ship the same week. Please visit our Shipping page for detailed information on our shipping schedule and locations.

How long will my food be in transit?
Transit time is generally 1-2 days for most of the U.S., but it may take 3 days for folks living in harder-to-reach areas. Rest assured, we take care to adjust the amount of dry ice per package to account for days in transit and foreseeable issues (e.g., heat waves, bad weather, etc.). If you have questions about your specific transit time, view the map on our Shipping page.

How do you keep your food cold while in transit?
We ship in environmentally friendly, curbside recyclable cold shippers that do a great job of insulating the food. We use dry ice to keep things nice and chilly year-round. On the very rare occasion (if appropriate) we use gel ice packs, which are reusable and helpful when traveling with Evermore!

How do I handle dry ice?
Dry ice is carbon dioxide in its solid form—not to be confused with carbon monoxide. For safe handling, we suggest opening your order carefully. Dry ice is very cold and can burn if it comes into contact with skin, so be sure to use gloves or a towel when handling the bags that contain the dry ice. To dispose, allow the dry ice to sublimate (dissolve into the air) by leaving it in the original box in a well-ventilated area, away from pets and children. Remember, it is very, very cold, so please don’t put dry ice directly on glass or other temperature-sensitive surfaces, as it could crack or damage them.

There’s no dry ice left, but my food is cold. Is it okay?
We plan on orders arriving with little to no ice left, as it's safer for customers to handle. If your order arrives frozen, you can be confident it has remained that way! Orders will not thaw and refreeze in transit.

Can I recycle your packaging materials?
We use cardboard boxes with 100% curbside recyclable liners. The cardboard boxes are curbside recyclable with other cardboard materials, and the plastic dry ice bags can be recycled with other plastic films at drop-off bins (often available at grocery stores).

For any order issues listed below, please email or call us, contact options are here. We are standing by and ready to make things right.

Help! My order arrived thawed. Is it safe?
We take every effort to make sure your food arrives frozen. If it arrives partially thawed or thawed but still cold to the touch (40°F or colder), it is still safe to consume and can be refrozen. However, if the food arrives fully thawed and no longer refrigerator cold, we will refund you or replace it.

My order arrived incorrect. What now?
While it’s rare, occasional packing mistakes can happen. If you receive an order that contains an incorrect recipe or quantity, we are happy to replace or refund any recipe your pet can't eat, or make up for any missing quantity.

Can I change and/or cancel my order?
If you made a mistake with your order and need to make an adjustment—either to the order itself or shipping address—let us know ASAP. We may be able to make adjustments or cancellations if alerted promptly, but we cannot make changes to an order on the day it ships. If an order has already shipped, we cannot change the contents; even if you haven't received a shipping confirmation yet, it may have already left our warehouse. In the event of an address change, we may be able to redirect it locally.

Do you have a refund policy?
If you place an order and need to cancel it before the shipment has gone out, we are happy to accommodate you. Reach out to us immediately so we can intercept the order, if possible. Please keep in mind, the order may have shipped prior to your shipping confirmation. 

However, once we have shipped the product to you, we cannot cancel the order or offer a refund. If the food arrives to you in a compromised state (e.g., warm food, punctured packaging, etc.), we will replace or refund you for it. Please remember to send pictures if your food arrives in an unacceptable condition! This allows us to make claims with the carrier to recoup our shipping costs, or share with our kitchen in the event of a quality control issue.

What if my pet doesn’t like the food?
Unfortunately, we cannot offer refunds if your pet doesn’t like our food. We understand other companies may offer guarantees, but we’re a small, self-funded business, and our food is expensive to make and ship. If your pet is on the pickier side, we recommend starting with a small order before committing to a larger amount. We offer orders as small as 4 pouches. That said, we tend to have good luck with even the pickiest of pets!

I have a damaged or leaky pouch in my order, what now?
While damaged pouches or "leakers" (as we call them) do pop up from time to time despite our best efforts. They are safe to feed if kept frozen up until thawing to feed, the defect is minimal, and the food looks and smells as it should. However, if you aren't comfortable feeding a damaged or leaky pouch, we are happy to refund you or replace it in your next order.

How long is your food good once thawed?
Once a pouch is thawed in the fridge, you’ll want to open it within about a week. If a pouch has been opened, use it within 5 days (plus or minus a day, depending on the temperature of your refrigerator). You want it to look and smell as it does when you first open the pouch. We don’t use preservatives other than freezing, so you can apply the same standards as you would for your own leftovers.

My food arrived and the pouches were frozen together. Is this okay?
This can happen from time to time from condensation in the box, which can form due to the difference in temperature with the warmer outside air. The easiest and quickest way to get them apart is to run them under room temperature water for a few seconds. Give them a quick pat dry with a towel before putting them in your freezer.

How long can your food be stored frozen?
We conservatively date our food packaging at 18 months, though it really could be stored for up to 24 months. Best-by dates can be found printed on the flat side of the pouches.

This looks bloody, is it safe to handle?
Yes, Evermore's food is fully cooked and safe to handle. When red meats like beef or lamb are cooked, they naturally release a protein called myoglobin. This can sometimes make the liquid in the pouch appear red or “bloody.” Myoglobin is completely harmless and is what gives red meat its color. Because we cook sous vide, that liquid doesn't evaporate the way it would with other cooking methods, so it remains in the pouch.

Additionally, our dog food recipes include vibrant ingredients like cranberries or blueberries, which can tint the liquid a red or purple hue. Since we use only whole, fresh ingredients, some natural variation in color and appearance is completely normal.

Where do you make your food?
We cook our recipes in a USDA- and FDA-inspected family-owned "people food" kitchen in Southern CA that is in strict compliance with HACCP food safety protocols. We love working with them, and they love making our food. We even have pictures of them willingly tasting it!

Do you lab test your food? 
We lab test every batch of food before we release it to be sold, to ensure that it is nutritionally complete and free of pathogens. We screen for Salmonella, E. coli, Listeria, Staph (S. aureus), mold, yeast, total coliforms, and aerobic plate count (APC). We run a guaranteed analysis and an extended mineral panel on every batch, plus regular tracking and spot checking of other vitamins, minerals, amino acids, and fatty acids. We periodically perform non-mandated additional testing (e.g., pH, environmental contaminants, and more).

What’s the deal with the pouches? Are they safe?
Our pouches are integral to our sous vide cook process. Like every other aspect of our food, the pouches are intended for “people food” production. Our packaging film is tested and confirmed to be free of BPA and phthalates, latex, brominated flame retardant, CFC’s, DEHP, heavy metals (Cd, Cr(VI), Hg, Pb), PAP’s, PFOA, fungicides/fumigants, and PVC.

My pet really loves your food! Can I eat it, too?
It might surprise you to learn that Evermore owners Alison and Hanna ate our dog food every day for a month! You can read all about Evermore Me and even watch their daily “feedings” here. While it is absolutely safe to consume, we don’t recommend eating it on an ongoing basis, as it’s formulated for dogs/cats—not people. Adventurous humans may enjoy the experience more with a little salt or hot sauce. :)

How do I store my pet’s treats?
Treats are best kept sealed in their pouch in a cool (75°F or lower), dry place. If stored properly, these are safe to use until the best by date printed on the pouch. Once opened, use within 3 months. We include oxygen absorbers in the pouches to prevent oxidation over time. Keep the oxygen absorber in the opened pouch, and reseal after use for best results.

Should I wash my hands after handling freeze-dried treats?
Basic food hygiene applies here, so wash your hands after handling, same as you would with any meat-based product. That said, our freeze-dried treats are processed at pathogen-eliminating temperatures, so you're not dealing with a raw product in the traditional sense.

Who formulates your recipes, and what guidelines do you meet?
Our dog food recipes have been on the market since 2009, and are formulated for adult dogs per AAFCO, NRC, and FEDIAF guidelines. Our cat food recipes were released in 2024 after 5 years of R&D, and are formulated as an all-life-stages diet per AAFCO, NRC, and FEDIAF guidelines. We have a small product line and do not keep a veterinary nutritionist on staff. That said, over the years we have consulted with multiple experts—vets, respected formulators, board-certified veterinary nutritionists, and PhDs in animal nutrition—and we continue to do so as we develop new products.

Where can I find nutritional information about your products?
Ingredients, guaranteed analyses, and full nutrient profiles for our recipes can be found on the Dog Food, Cat Food, and Treats pages.

What is a Guaranteed Analysis?
A Guaranteed Analysis, as shown on our product labels and website product pages, represents the minimum and maximum amounts of macronutrients guaranteed to be in the food. 

Why are the values shown on your product labels and product pages different from the Full Nutrient Profiles?
Guaranteed Analyses and calories on labels are required to be calculated using minimum and maximum macronutrient values. In contrast, our Full Nutrient Profiles show values based on a running average of recent actual testing numbers as we receive them. Given the range of natural variation, especially in red meat, you may note a difference in calories when you compare the two. We believe there is a lack of transparency in pet food around nutrient values, and you deserve to see a real representation of the food as you feed it.

Can puppies eat Evermore?
Our dog food recipes are formulated for adult dogs. While Evermore is not formulated specifically for puppies, many dogs have grown up on our food over the years. Evermore is very close to being puppy-appropriate, but we fall a little short of the puppy numbers for calcium and phosphorus. For those wishing to feed Evermore to a puppy, we recommend reaching out to us or scheduling a consultation. We can suggest a supplementation protocol or provide instructions on how to mix Evermore with another commercial diet. Don't worry, we're planning for puppy food down the road. Sign up for updates via the mailing list in the footer below!

Can kittens have Evermore?
Yes! Our cat food is formulated for all life stages and is safe for growing kittens.

Can I get the benefits of Evermore without feeding it as a full diet?
Evermore is super versatile! Our foods make a great healthy partial diet or topper with your pet’s regular diet; in fact, customers report seeing benefits when Evermore comprises as little as 1/8 of their diet! Most pets transition smoothly to Evermore, so if you are feeding your pet a rotational diet, you can easily include it in the mix. Evermore food or treats also make a great healthy filler for activity toys (e.g., Pupsicles, Kongs, and LickiMats).

Why is your food so pricey?
Perhaps the more important question is: Why is most pet food so cheap? Our prices reflect the quality of our ingredients and the true cost of sourcing them responsibly. There is genuinely no difference between the quality of our food and the "people food" you'd find at your local natural grocer or farmers market. In fact, if you were to purchase all of these ingredients to make your own version at home, you would likely spend more money—and this does not factor in the cost of preparation and cooking time, or the research that goes into ensuring a home-cooked diet is complete and balanced. In our case, we source most nutrients from whole-food ingredients and supplement minimally.

Who does your sourcing?
We do! We keep all ingredient sourcing in-house to ensure that we know exactly where our ingredients come from, how they are processed, and specifics around their safety and nutritional quality. We also get lots of questions from our curious customers, so our direct relationships with vendors means we can go straight to the source when these arise.

Where do you buy your meat?
We love our protein vendors and happily share who they are throughout our website. We highly suggest you check out their websites for information on animal welfare, farming practices, feed, and other aspects that may be important to you (and are very important to us).

Are your ingredients organic?
The ingredients we use that are certified organic in our dog food recipes (depending on the recipe) include turkey, butternut squash, sweet potatoes, carrots, kale, apples, dandelion greens, blueberries, cranberries, parsley, oats, barley, pumpkin seeds, high-linoleic safflower oil, and kelp (bladderwrack).

Certified organic ingredients in our cat food recipes include turkey, spinach, cantaloupe (when in season), cucumber, pumpkin seeds, chia seeds, nutritional yeast (unfortified), and kelp (bladderwrack).

Do you test your raw materials?
Yes! We require our vendors to provide COAs (certificates of analysis) to ensure product safety and key nutritional specs. All animal-origin products are inspected and passed by the USDA, with records provided by the processor. We also periodically perform our own independent raw material testing with a third-party lab.

The few ingredients we source from outside the U.S. are also required to have a COO (certificate of origin) for traceability.

Why is there liquid in the pouch?
We cook sous vide, meaning the food is cooked inside the pouch under vacuum. This method doesn't allow for evaporation, so any liquid released by the ingredients during cooking is preserved in the pouch. It’s a nutrient-dense broth and part of the food!

Do you add water to the food?
No water is added to any of our dog food recipes, the produce ingredients provide adequate moisture naturally. 

We add clam broth to our cat food recipes. Cats are notoriously poor water drinkers and are biologically adapted to getting most of their moisture from food. Adding broth helps ensure they're getting adequate hydration through their meals, and it also increases palatability. 

Why does the food look bloody, is it raw?
Evermore's cat and dog food recipes are fully cooked. When red meat like beef or lamb is cooked, it naturally releases a protein called myoglobin—the same protein that gives red meat its color. This can make the liquid in the pouch appear red or even "bloody," but it is completely harmless. Our sous vide cooking method also prevents the oxidation and browning that can occur with other cooking methods, so colors stay vibrant. In our dog food recipes, ingredients like cranberries and blueberries can add an additional red or purple tint to the liquid as well.

What are the bigger chunks in my pet's food?
Our recipes are chopped thoroughly and then extruded through a plate with small holes in a process that ensures a fine, even texture—while also acting as a quality checkpoint. Our meat arrives in cuts similar to what you'd find at a grocery store, but it's always possible for small pieces of bone or gristle to be missed in processing. The chopping and extruding steps help catch anything that slips through.

That said, you may occasionally notice larger pieces in your pet's food. Depending on the recipe, these are typically heart tissue, turkey gizzards (in our turkey cat food), or small bits of connective tissue, all of which are more rubbery in texture and able to pass through the chopper and plate intact. These are completely safe and healthy for your pet. Connective tissue is rich in collagen, and heart tissue is packed with amino acids that support cardiovascular health.

Why are two pouches of the same protein different colors?
Some variation in color and appearance is completely normal. Depending on the recipe, food may appear pink, red, brown, or slightly grey.

What are these yellow or white blobs in the food?
That's fat! When the food is cooked, fat separates to a degree and becomes more visible, often collecting on the outside of the pouches. While some batches can appear fattier than others and there is a small amount of allowable variation, fat content is something we strictly control. Any batch that tests outside of that allowable variation range would not be sold.

This pouch is an unusual shape, did it thaw and refreeze?
Unless your order arrived thawed, it is extremely unlikely to have thawed and refrozen in transit. During the packing process, pouches are routinely tested before they are sealed. This involves pressing and squeezing pouches to confirm the seal is complete. These pouches are then reshaped by hand, which can sometimes leave them looking a little uneven compared to their machine-shaped counterparts, but know that a kitchen worker personally handled and inspected that pouch just for you.

How do your subscriptions work?
Subscriptions consist of customizable orders automatically charged and shipped at the interval of your choice. Pick the amount of food and treats you need for your pets for a given period of time, we do the rest. 

How do I figure out how much to order and how often?
Use our calculator or schedule a consultation!

What benefits do I get for being a subscriber?
Your orders process on a set schedule, no need to worry about remembering to reorder! In addition, all subscription orders of 16 or more units ship free. That's a savings of $25+ per order.

Will I be notified when an order is coming up?
Subscription renewal notifications are sent 3 days before your card is charged and your order is processed. Adjustments can be made to the order within that window. Add support@evermorepetfood.com to your contacts to avoid missing any important emails from us regarding your subscription. 

How do I manage my subscription?
Subscriptions can be managed through your online portal. If you need more guidance, reach out to us or check out our thorough Subscription Management Guide at the top of this page.

Why did my subscription order ship to the wrong address?
Address updates need to be made within your subscription portal to apply to future subscription orders. Changing your default address in your customer profile does not change the subscription shipping address.