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Need more answers? We have compiled the questions we have been asked the most to help you navigate the ins and outs of Grandma Lucy’s. If your question has not been answered we are available Monday through Friday from 9 am to 4pm PST. Please give us a call at 1-800- 206-LUCY or send us an email at customerservice@grandmalucys.com.

  COMPANY DETAILS 

Where did the name “Grandma Lucy's” come from? 

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.  

How does Grandma Lucy’s design all of our products? 

Since we started back in 1999, we have always listened to our customer’s wants and needs when designing our new products. We are constantly making “wish lists” with the ideas of our supporters and then we take those lists and do our best to make them into a reality. Once we have laid out what we would like to create, we first make sure we are able to source all of the ingredients from the best suppliers available. Once we know we are able to deliver, we then work closely with veterinarians and nutritionists to ensure we are delivering a healthy product that meets all of the AAFCO guidelines. Once the original samples of the product are made, we send them off to our private lab to run tests to assure that all the levels are in fact correct. From there, we send samples to many of our loyal customers who inspired the new creations to get their feedback. If it doesn’t get rave reviews, we go back to the drawing board. It takes almost a year of testing, research and sampling before we release a product. We want to make sure we are offering the very best so that our supporters can continue to trust that we are bringing them a safe and healthy product. 

  INGREDIENTS 

Where did the name “Grandma Lucy's” come from? 

All of our ingredients are “human-grade” which means we buy all of our raw ingredients from the same food suppliers as your favorite restaurants and markets. This is the whole reason Grandma Lucy’s began almost 15 years ago. The Shooks read about what type of ingredients were used in pet foods (feed quality ingredients) and couldn’t imagine feeding such inferior foods to Lucy! She wasn’t a farm animal, she was a member of the family. Now that you are a member of the Grandma Lucy’s family, we want nothing less for your furry kids as well. We constantly search high and low for the best possible ingredients available. We do our best to source all our ingredients locally but sometimes the best ingredients are located in other small farms across the globe. Over 87% of our ingredients are grown domestically and the others are from special suppliers in countries such as Australia and New Zealand. Please take a look at our ingredient map for a complete listing of all of our amazing ingredients – http://www.grandmalucys.com/SearchResults.asp?Cat=1852  

Do you use “feed grade” ingredients? 

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 something better. They are not just pets but members of the family and they deserve more. We never use “feed grade,” “animal grade” or “inedible” ingredients.   

Are all of your ingredients GMO free? 

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. 

Are you minerals chelated? 

No they are not. 

Do the Grandma Lucy’s products contain by-products or meat meals? 

No. All of our meat is lean muscle meat. 

Is your meat hormone free? 

Yes. This is part of the Vendor Promise we require all of our suppliers to sign stating that there is no added hormones. Some hormones are naturally occurring in all meats. 

What steps have you taken to assure all ingredients are safe? 

We remain committed to using only human-grade ingredients. We have had all of the suppliers we purchase from have sign Vendor Promises to ensure the following: 
  • Ingredients are not feed grade. 
  • What the ingredient’s country of origin is Ingredient is free of chemicals and            preservatives. 
  • Ingredient is tested for e-coli, salmonella, Coliform, lead, arsenic, mercury and melamine in accordance with human food safety standards. 
  • Non-GMO ingredients only. 
 All ingredients are brought in in small lots to ensure the freshest possible ingredients. Once materials are received, we have SOPs in place to assure all ingredients are stored and processed properly as described below. 

  MANUFACTURING

Are your freeze-dried products made in the USA? 

All of our freeze-dried foods are made in our Rancho Santa Margarita, 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. Grandma Lucy’s started off cooked here in the USA under our own 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. 

Why is it important to Grandma Lucy’s to manufacture everything from start to finish in-house? 

It has always been our number one priority to make all of our freeze-dried food and treats in small batches in our own manufacturing facility. This is the only way we know that we can keep a close eye on production, materials and finished product. We both still make it a point to know every material that is coming into the building and what supplier it is coming from to ensure the safest product available. Over the years, we have adopted a strict HACCP plan to ensure that our manufacturing process is safe from start to finish. We have SOPs in place for each product that we manufacture. These have detailed instructions structured around the safe food handling guidelines established by the USDA and the FDA. Our SOPs ensure that all ingredients are checked upon arrival, stored properly, prepared safely, packaged and prepared to reduce the risk of cross contaminations so that we can make sure pets with food allergies are not exposed to a different protein that may be used in one of our other foods. Our machines are cleaned and sanitized daily. 

What is the freeze drying?   

Our gentle freeze-drying process removes 92% of the water contained in our ingredients leaving a food that us lightweight, compact, shelf-stable without the use of refrigeration and preservative-free. Freeze-drying, as compared to other drying processes such as dehydrating or air drying, is better at retaining the characteristics of the raw food. It is well known that the process retains more flavor components and results in reconstituted textures that most closely resemble the original meats and vegetables. Freeze drying makes fresh food available and convenient when you need it! 

  FOOD DETAILS 

What is the consistency of your food? 

All of our freeze-dried foods are made in our Rancho Santa Margarita, 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. Grandma Lucy’s started off cooked here in the USA under our own 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. 

What is the consistency of your food? 

Another very important aspect of our food is its’ consistency.  During development, we wanted to be sure that our food more 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 a quick 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. 

Should I rehydrate Grandma Lucy’s with warm or cold water?  

We recommend rehydrated Grandma Lucy’s recipes with warm/ hot water. The food will rehydrate in just a matter of minutes with the aroma that your pet will instantly smell. Our freeze-dried recipes can be reconstituted with cold water as well but may take longer to fully rehydrate.   

How much water should I add?  

This one comes down to your pet’s preferences. We recommend rehydrating our recipes with equal amounts of water. For examples 1 cup of food is rehydrated with 1 cups of water. If your pet prefers the consistency soupier you can increase the amount of water. 

How long can I store rehydrated food in the refrigerator? 

You are able to make as much or as little of our food at a time. If you would like a small amount to add as a topper rather than having to open and store a can in your refrigerator, you can! If you would like to make a portion just for breakfast and another portion later for dinner, you can! Grandma Lucy’s foods are so simple and flexible. If you do have some leftover food (even though most dogs never leave an ounce of Grandma Lucy’s behind, you can store this food in your refrigerator for up to 48 hours.  

How do I transition my pet to Grandma Lucy’s from their previous food?   

We recommend slowly transitioning our food over about 9 days. Start with ¼ of Grandma Lucys mixed with ¾ your dog's previous kibble, feed that for 3 days then increase to ½ and ½ for another 3 days. Lastly feed ¾ of Grandma Lucy’s with ¼ previous food. Theis transition can be done slower or faster depending on your dog’s stomach and preferences. For more information, please check out our blog on rotational feeding. 

What is the shelf life of your products? 

All types of food have a shelf-life of 18 months and the treats have a shelf-life of 14 months. 

Are all of the Grandma Lucy’s food lines good for all life stages of feeding? 

Yes – All of our foods that include protein already in the food meet all of the AAFCO requirements for all life stages. Our Pre-Mixes do not include a meat or protein so these diets are not complete and balanced until the protein of your choice is added. 

How much meat do I add to the Pre-Mix diets? 

Every dog has different requirements according to their age, activity level and weight but we recommend a 1 to 1 ration for raw or cooked meat to dry food. This would mean you add one pound of meat for each cup of dry food prior to adding water. 

How much food do you feed? 

All of our recommended feeding guidelines are listed on the food bags themselves or on our website. Each recipe is different and based on the daily calorie requirement for each dog’s age, weight and activity level. 

Can you rotate between all of the different Grandma Lucy’s food varieties? 

Yes and we actually recommend switching proteins with each new bag purchased. Allowing dogs to switch proteins helps to not build an allergy. Since each of our food lines have the same base formula, you are able to easily switch between proteins. If you would like to switch between the three different lines of food, we do recommend a slight transition period in-between of mixing the two food varieties together. Some dogs with little stomach sensitivity can switch between the foods with no problems but, just in case, we do recommend a short transition time. 

How long should someone take to transition their pet from kibble or another food to Grandma Lucy’s? 

We recommend that pet owners take 9 to 12 days to transition their pets over to Grandma Lucy’s foods from kibble. The slower the better starting with a ¼ Grandma Lucy’s portion to a ¾ portion of the old food and feed like this for 3 days. Next, increase to ½ and ½ for another 3-5 days. Lastly feed ¾ of Grandma Lucy’s with ¼ of the previous food. Slowly increase the Grandma Lucy’s portion each day. If the pet starts to have a reaction, slow down the transition. Transitioning from another dehydrated or freeze-dried diet may take less time. 

Can I try a sample first?  

Yes of course! We highly recommend trying a sample before purchasing a full-size bag of food. Our samples are available for almost all food recipes. 

  TREAT DETAILS 

How do I read the expiration date on my bag of Organics?  

We use the Julian Date system on our Organic Oven baked dog treats. To find the expiration date please look for a 5-digit code on the bag of the bag.  For example, if the number is 20283 the first two digits are 20, so year will be 2020 and the day is 283, which is the 283rd day of the year. That would be Oct 10th.  The date Oct 10th, 2020 is the date that bag was made, so to determine the expiration date you add 14 months to that date which will give you an expiration date of December 10, 2021.   

Do the Organic treats contain meat?  

No, our Organic oven baked treats do not contain meat and come in a variety of fruit flavors. How do you read the date code on the Organic Baked Dog Treats? 

Are the Pollock, Tuna and Mahi Mahi we use in our foods and treats line-caught or farm-raised? 

They are line caught. 

  RETURNS

What is your return policy?   

Grandma Lucy’s Return Policy 
If you are not completely satisfied with your recent purchase of Grandma Lucy’s please reach out to us at your earliest convenience.  We would like to make your Grandma Lucy’s experience the best it can be. If there is absolutely nothing, we can do to improve your experience you may receive a full refund for the purchase price within 14 days of the original purchase. This applies only to items purchased directly from grandmalucys.com. We will send you a free return shipping label for all authorized returns made through our online store. 
  • Unfortunately, we are unable to accept return after 14 days from the original purchase date. 
  • We are unable to accept any return on expired or products. Orders purchased directly from grandmalucys.com in the past 14 days: Please email us at customerservice@grandmalucys.com or call us at 1-800-906-5829 to request a return. 
  • Ship the product back to us in its original packaging, using the free shipping label provided. 
  • Please allow 2 weeks for your return to be processes. Depending on your method of payment the time frame varies. 
  • The original shipping charge will not be included in the refund, only the item’s actual purchase price will be refunded. 
  • Orders Purchased from an authorized reseller in the past 14 days: Please contact the reseller directly to arrange your return.  

  SHIPPING

When do I get free shipping?  

All orders placed on grandmalucys.com over $50 will receive free shipping.  

What shipping carries do you use?  

We us USPS and UPS to ship our orders. If you need a specific carrier please contact cusotmerservice@grandmalucys.com.  

How fast will my order be fulfilled?  

All orders placed on grandmalucys.com should ship with 2-9 business days. We recommend contacting your Grandma Lucy’s representative for further explanation.  

Can I purchase Grandma Lucy’s from my local pet store?  

We are partnered with many 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 and search your zip code. If you are looking for a specific product, we recommend calling the store first.