Faq


Q: Are your products made in the USA?

A: All of our freeze-dried foods are made in our Irvine, California facility and we wouldn’t have them made anywhere else! This allows us to keep a close eye on production and keep the costs down by not involving third party manufacturers. When we started back in 1999, Eric and Breann rented a small unit in Aliso Viejo, CA to bake their amazing treats. They transferred their 900 square feet of space into a California Certified Human Kitchen where they hand-rolled their meatball dog treats. They were able to purchase a small freeze-drier that was older than Breann. Oh how we have grown from those days! Grandma Lucy’s started off cooked here in the USA under the Grandma Lucy’s roof and we wouldn’t have it any other way! We take great pride in owning our own facility which gives us total control of our processes from start to finish.

Q: Where are your ingredients sourced?

A: All of our ingredients are human-grade, USDA inspected and approved. We take every opportunity to purchase raw fruits, vegetables and meats from local suppliers. Suppliers that are responsible for supplying quality ingredients to some of the most respected restaurants and markets in California. Over 87% of our ingredients are grown domestically and the others are from small farms in countries such as Australia, New Zealand and Canada. We constantly search high and low for the best possible ingredients and will continue to use the very same ingredients you eat at home. Please take a look at our ingredient map for a complete listing of all of our amazing ingredients.

Q: Has Grandma Lucy’s ever been involved in a recall?

A:No we have not. We work closely with our suppliers to insure all of our ingredients are of the highest quality. During the kibble recalls of 2007, we had many panicked customers calling us to ask if they could feed our treats as their pet’s sole diet. They had trusted our product over the years and knew they are made with only the highest-quality, human-grade ingredients. We quickly began to develop a balanced diet for both dogs and cats. Our goal was to create a food that is simple to use, made with only high-quality ingredients, one with an appetizing consistency and that was reasonably priced. We worked with veterinarians and nutritionists to use the same high-quality ingredients already in our treats to produce a simple and balanced diet for all life stages.

Q: Are your products wheat-free?

A: All of our freeze-dried products are wheat-free. Our Artisan foods, Pureformance foods, Valor foods, Singles Pet Treats and Freeze-Dried Sweet Potatoes are grain-free.

Q: What is the consistency of your food?

A: Another very important aspect of our food is its’ consistency. During development, we wanted to be sure that our food resembled a diet you would make for your pets at home if you had the time. It needed to be hearty and more like stew instead of a soup-like mixture. The only way to achieve this was by utilizing our freeze-drying technology. Using dehydrated ingredients would have forced us to completely grind up our ingredients in order to assure rehydration. Freeze-dried foods can be easily rehydrated with warm water in a short amount of time keeping the food simple and convenient. The freeze-drying process also locks in all of the natural flavors and nutrients without the use of preservatives giving it an extended shelf-life without the use of refrigeration.

Q: What is the difference between freeze-dried and dehydrated?

A: FREEZE-DRIED: Freeze-dried food is fresh or cooked foods that have been frozen then had the water removed. The result is a light-weight, fresh appearing and tasting preserved food that can be rehydrated with a minimum amount of water.

The process involves freezing a fresh food (fruit, dairy, vegetable, cooked meat or fish) in a special freeze-drying chamber, then removing the water by quickly changing the chamber’s pressure and temperature. This causes the water in the food to change from a solid to a gas without ever changing back into a liquid. This “quick change” preserves the cell structure of the food without compromising vitamins, nutrients, color or aroma.

DEHYDRATION: Dehydration is the process of removing water by using heat and moving air.
There are two problems with this approach. First, it’s difficult to remove water completely using evaporation because most of the water isn’t directly exposed to air. Generally, dehydrating only removes 90 to 95 percent of the water, which will certainly slow down bacteria and enzyme activity, but won’t stop it completely. Secondly, the heat involved in the evaporation process significantly changes the shape, texture and composition of the material, in the same way that heat in an oven changes food. Heat energy facilitates chemical reactions in the food that change its overall form, taste, smell or appearance. This is the fundamental purpose of cooking. Dehydrated foods generally require more rehydration time than freeze-dried foods.

We recommend visiting Our Process page for more information on how we freeze-dry all of our foods and treats.

Q: What is the shelf life of your products?

A: All of our freeze-dried products have a non-refrigerated shelf-life of 18 months. Our Organic Treats have a shelf-life of 12 months.

Q: You say that your food is “reasonably priced”. Can you tell me more?

A: The cost of our freeze-dried diets are comparable to the prices of premium kibbles available on the market today. A good comparison… Compare our food to the cost of buying all of the raw ingredients to make your own pet’s food at home (white, skinless chicken breasts or lamb, vegetables, fruits, etc.). The cost is the same and in most circumstances, much lower not to mention the time you save. Our food is of the highest quality, complete and balanced and extremely simple to serve saving you the time and cost of going to the grocery store, preparing the ingredients, and cooking the food. We will be able to save you some time at the store and in the kitchen so that you can spend more quality time with your furry family.

Q: Do you guarantee all of your products?

A: Customer 100% Product Guarantee: We are confident that your pet will enjoy our pet food and treats. For this reason, we offer a 100% Satisfaction Guarantee. If you need to return any pet food or treats, you can return them to the store where they were purchased. Depending on the store’s return policy, you can get a refund of your purchase price, a store credit, or replacement for another product.

Q: Where did the name Grandma Lucy’s come from?

A: We started as many of you, concerned pet parents. At the time, Lucy our English Cocker Spaniel, was 11 years old and becoming extremely picky about what she would eat. We tried most treats on the market looking for one that was not only safe and healthy, but one that Lucy would eat. After little or no success, we began reading about what was in pet food and treats. We were surprised to find out the inferior quality of ingredients that are typically used in pet food products. As a result of these findings we began to home cook Lucy’s meals and treats. Surprisingly for a dog that had become very picky, she loved her home cooked meals and treats. The next step seemed natural; we wanted to be able to offer to others the healthy and safe treats we were cooking for Lucy.

Our ingredients and philosophy have not changed since we began in 1999. We remain committed to using only human-grade ingredients. We know that not everyone has time to cook for their pets as they wish they could. Grandma Lucy’s provides you with food and treats you trust and feel comfortable feeding to your pets because we are just like you, concerned and loving pet parents.

Q: How much fresh food does each bag of Grandma Lucy’s pet food make?

A: ARTISAN: 3lb bag = 17lbs of fresh food / 8lb bag = 45lbs of fresh food / 10lb bag = 55lbs of fresh food

A: PUREFORMANCE: 3lb bag = 15lbs of fresh food / 8lb bag = 40lbs of fresh food / 10lb bag = 51lbs of fresh food

A: VALOR: 3lb bag = 17lbs of fresh food / 10lb bag = 55lbs of fresh food

Q: Do one of the larger pieces of meat located at the top of each bag need to be included in each serving of my pet’s food?

A: No. Our food is a complete, freeze-dried, simple to use diet. Our number one ingredient in all of our complete diets is meat. So that your pets cannot pick through the food and eat only the meat, most all of it is ground up and mixed throughout. So that you can see the high-quality meat we do use, additional larger pieces are added to the top of each bag but again, most all of the meat is mixed in with the rest of the food. Our food contains a mix of, not only human-grade meat, but also other highly nutritious ingredients such as potatoes, quinoa, chickpeas, fruits and vegetables.

Q: How much food do you feed my dog/cat?

A: The feeding guidelines are based on daily calories requirements. The amounts listed on the packaging are based on dry amounts. Some have asked why the feeding instructions are a slightly higher than some kibbles. Our ingredients are all very low in fat and simple. Unlike most kibbles, we do not add ingredients such as animal fat, meals, oils or other by-products that increase the calories. All of the meat we use is lean meat so pets are getting their nutrients from the true ingredients and not fats, fillers or additives. You simply measure out your desired amount of food, add warm water and dinner is served! Each product page contains feeding instructions and guidelines for that particular product. Feel free to contact one of our staff members with questions regarding feeding.

Q: How can I find a store in my area that carries your products?

A: You can find a list of stores by entering your zip code in our Store Locator page. We have approximately 25 distributors in the U.S. and Canada that sell to independent pet specialty stores. If you would like your favorite pet store to carry the Grandma Lucy’s brand please either email or call us at (800) 906-5829 with the store’s information and we will do our best to handle this for you. If you are unable to find a retailer near you, you can also order on our website.

Q: You say that your meat is USDA. Does this mean it is USDA inspected and approved?

A: It sure does! This is why we started Grandma Lucy’s back in 1999. When we read about the inferior ingredients most pet food companies were using in pet food, we knew we wanted to offer them only the best. They are not just pets but members of the family and they deserve more. We never use “pet-grade” ingredients. Only human-grade for Grandma Lucy’s!

Q: How do I read the expiration date on your organic packaging?

A: There is a 5 digit code and time stamp on each bag of organic packaging. The first two numbers of the 5 digit code represent the year they were made and the last 3 numbers represent the day they were made. These treats expire 1 year from the date of manufacturing.

Example: A package with a 5 digit code of 12089.
The first two numbers “12” show that the product was made in 2012.
The next three numbers “089” show that they were made on the 89th day of the year which falls in March.

This example shows that the product will expire in March 2013.

Note: A easy way to calculate the month is to take the last three numbers and divide by 30, since there are 30 days in a month on average.

Q: Are all of your ingredients GMO free?

A: They sure are! We have all of our ingredient suppliers sign a contract stating that all of their products are GMO free and human-grade.

Q: Are you minerals chelated?

A: Chelated supplements are great options for humans, however our research shows there is little difference in the absorption between chelated and non-chelated supplements for animals and pets. So in an effort to keep the cost of our formulas at the best price, we source high-quality human-grade supplements for our food.

Q: Are your bags BPA free?

A: All Grandma Lucy’s packaging is BPA free.

Q: How does one go about setting up a wholesale account with you?

A: Thank you for your interest in Grandma Lucy’s and we would love to have you as part of the family! Please feel free to call and set-up an account with us at (800) 906-5829. We look forward to hearing from you!

Retail Customer Shipping Rates:

Continental United States (excluding Hawaii and Alaska):

  • $1.00 – $8.00 = Free shipping
  • $8.01 – $17.00 = $3.99 shipping
  • $17.01 – $25.00 = $5.99 shipping
  • $25.01 – $37.00 = $7.99 shipping
  • $37.01 – $49.99 = $9.99 shipping
  • $50.00 or more = Free shipping

 

UPS and USPS:
The majority of our retail orders are sent UPS with a small amount being sent via USPS.

 

Alaska, Hawaii, or outside of the United States:
We ship via United States Postal Service USPS and would be happy to send you a quote prior to shipping your order.

 

Sales Tax:
All orders with California will be charged 7.75% sales tax.

 

Turnaround Times:
All retail orders should ship with 2-5 business days. You will be notified if there is a delay with your order. Lead times on wholesale orders can vary depending on order size, product availability and time of year. We recommend contacting your Grandma Lucy’s representative for further explanation.

 

Finding our products in a store near you:
We have amazing independent retailers throughout the country. All products sold on our site have fixed shipping costs, so in many cases you will be able to find our products at a lower price through one of our Authorized Dealers. For a list of stores that carry our products near you, visit our Store Locator page.

 

Phone orders:
You are always welcome to call in an order if you prefer. Our toll-free number is 1-800-906-LUCY (5829).

 

Customer 100% Product Guarantee: We are confident that your pet will enjoy our pet food and treats. For this reason, we offer a 100% Satisfaction Guarantee. If you need to return any pet food or treats, you can return them to the store where they were purchased. Depending on the store’s return policy, you can get a refund of your purchase price, a store credit, or replacement for another product. Refer to return policy for specifics on 10# or 8# bags.

If the product was purchased directly from Grandma Lucy’s, please call or e-mail us to obtain a RMA. Return shipping is not included and all returns must be made within 30 days of purchase. Return of half full or empty packaging will not be accepted. This should never be an issue as we are sure your pet will love Grandma Lucy’s!