Frequently Asked Questions
New to CountryPet Naturals or simply looking for an answer to your question? You're in the right place! Below is a compilation of the questions we are asked most frequently.
Can't find the answer to your specific question or want more information? No problem, please call us at +1 800.454.7387 or click here for other ways to get in touch. Our Customer Care team is standing by ready to help!
+Is it raw?
No, none of our foods we sell are raw. Instead of offering a completely raw diet, our Naturally New Zealand™ line is pasteurized to help keep your pets and family safe. Raw meat can carry dangerous bacteria such as Salmonella and E. coli, which cause foodborne illness.
+Why does it look raw?
We are glad you noticed! Our Naturally New Zealand range has the appearance of raw due to the simple high quality and basic ingredients we use. All recipes are 95%+ meat with added vitamins and minerals; this is a much higher meat content than many other foods in the market today.
+What does pasteurized mean?
We use a water bath pasteurization method whereby a combination of time and temperature heats the food to the exact specifications needed to help destroy any harmful bacteria, without cooking the food. This process is similar to everyday items that are pasteurized, such as milk, juice and cheese. Computer controlled temperature zones monitor the process to assure accurate and consistent pasteurization.
+Do you use HPP?
No, we never use High Pressure Processing (HPP) during pasteurization. HPP can destroy not only harmful bacteria but also the beneficial bacteria that your pet needs to create and maintain a healthy gut and immune system. Many "raw" pet food companies are now using HPP to avoid costly recalls, while the true benefits of raw are no longer present in their foods.
+How should I store Naturally New Zealand food?
Upon delivery, please immediately transfer all food rolls to your freezer. Keep all rolls frozen until you are ready to defrost them in preparation for feeding to your dog or cat.
+How should I defrost Naturally New Zealand food?
For optimal results, start by defrosting a roll slowly in the refrigerator over a 24-48 hour period. If thawed more quickly, the food may not have time to reabsorb it's moisture. Ideally it’s good to keep a few rolls thawed in the refrigerator ready to feed your pet.
+Once defrosted, how long does it last?
Once properly defrosted, rolls can be stored in the refrigerator (unopened) ready to use for up to six weeks. Once opened, a roll should be consumed within 7 days.
+What if my pet is unable to finish a whole roll?
If your dog or cat is unable to eat a whole roll within 7 days, defrost partially so that you can cut off just the amount needed for 5-7 days, then wrap the remaining amount in plastic and place back in the freezer. If a roll has been fully thawed then do not re-freeze.
+Once served, how long can it be left in my pet's bowl?
You should treat CountryPet Naturals foods as you would freshly prepared meals in your home. We recommend that you do not leave food in your dog's or cat's bowl for more than 3 hours.
+ Where are the ingredients sourced from?
98% of all ingredients found in our Naturally New Zealand line of food and treats are from New Zealand, including all of the meats. Some of the vitamins and minerals come from Switzerland, Germany and the United Kingdom. None of our ingredients come from China.
+Where is CountryPet Naturals made?
All CountryPet Naturals pasteurized frozen foods are made on the South Island of New Zealand. CountryPet Naturals treats and chews are made on the North Island of New Zealand. All of our manufacturing locations adhere to strict quality and safety standards.
Our Native Essentials Line is made in the United States. All of our manufacturing locations adhere to strict quality and safety standards.
+How do you ship frozen food?
Our Naturally New Zealand food is shipped frozen in a secure container and packed with dry ice to ensure it arrives to your home in excellent condition. We use FedEx for the majority of deliveries, more shipping information can be found here.
+How many portions are in each roll?
Each roll weighs 1.5 lbs, consisting of twelve portions. Portions are marked on the packaging and are 2 ounces each. The amount to feed your dog or cat each day will depend on age and activity level. Please read our detailed Feeding Guide for more information. You will soon get an idea of how much to feed your pet based on his or her appetite and activity.
+What is the best way to switch to an all CountryPet Naturals diet?
When feeding CountryPet Naturals to your dog or cat for the first time, we recommend a gradual transition over a period of 10 days. To minimize digestive disturbances, please follow this schedule.
+Are CountryPet Naturals food rolls suitable for all life stages?
Yes, all of CountryPet Naturals recipes are formulated to offer a 100% complete and balanced diet for dogs or cats of all life stages, as set out by the Association of American Feed Control Officials (AAFCO). In fact, our recipes not only meet, but exceed the AAFCO standards. This means that everything your dog needs to lead a normal and healthy life is included in our food.
+Is CountryPet Naturals all natural?
Yes, we use all natural ingredients with added vitamins and minerals. CountryPet Naturals foods never contain any artificial or chemical preservatives, flavors or colors.
+Is CountryPet Naturals organic?
No, CountryPet Naturals foods are not organic. Very few pet foods are 100% organic due to challenges in sourcing cost-effective organic ingredients. Instead, our goal is to produce foods made from high quality, fresh and natural ingredients. All of the meats we use are raised on diets that are free of hormones, antibiotics and animal by-products.
+My dog has special dietary restrictions, can I feed him CountryPet Naturals?
Many of our pet parents find that CountryPet Naturals has helped their dogs and cats tremendously, especially those with dietary restrictions caused by allergies, skin conditions and problems with digestion. It’s always best to ask your veterinarian if CountryPet Naturals is appropriate for your pet’s specific condition before introducing into his or her diet.
+Can I get free shipping?
Yes! We understand the importance of providing free shipping to both new and existing customers. We offer free shipping on 1 case (8 rolls) or more of our shelf-stable food rolls, and 2 cases (16 rolls) or more of our pasteurized frozen food rolls. If you are placing your first order of our frozen pasteurized food, please sign up to our newsletter to receive free shipping on a minimum of 8 food rolls. Treats, chews and supplements always ship free!
+Do you have samples available?
We do not have samples available. However, there is a 100% satisfaction guarantee that comes with any purchase of a CountryPet Naturals product. If for some reason you are not satisfied, you can contact us with proof of purchase and receive a full refund. Read more about our Return and Refund policy by clicking here.
+Do you have a breeder's program?
If you are a breeder, please contact us to find out how we can support you.
