I have never had any issues reaching Smalls customer service. They can be reached either by text or email, both clearly listed on their website. I usually text because it is easier for me and I have always received a prompt response. Sometimes delays happen during the shipping process and, during the summer months, I have had food arrive days late and not frozen. Carrier delays in transit are beyond the control of Smalls. I have been offered replacement or refund by Smalls and my choice has been carried out promptly. I’m sorry you had a bad experience. Ordering pet food online is definitely more of a process than running to the pet or grocery store, but worth the trouble (for me at least) for the food quality.

This is a valid point, our estimate is that because this is a cooked formula and not a raw or whole-prey diet, some added fiber — such as green beans — is often used to help support digestion and stool quality. In a raw diet, that role would typically be filled by natural roughage like fur, feathers, or cartilage, which affects most commercial foods due to the different types of cooking methods. We’ll reach out to the team at Smalls to see if we can get a answer from them as well.

Thanks for posting your experience. If they are still charging you after you definitely cancelled, you may want to consider filing a complaint with the Better Business Bureau and report it as a fraudulent charge with your credit card company.