Frequently Asked Questions
Product
What sets SPOON DOG apart?
- 100% Natural human-grade ingredients
- Whole proteins with specific Traditional Chinese Medicine herbs
- Handcrafted in Hong Kong in fresh and small batches
How are the treats made?
We combine whole proteins with measured TCM herbs, and gently air-dry the treats to lock in natural aromas, purity, and vital nutrients. Every treat is handcrafted with care.
How do I know they are safe to consume?
Your dog's safety is our strict priority. Laboratory testing was performed to verify complete absence of E. coli, Salmonella, Yeast & Mold, and Listeria monocytogenes.
What are the benefits of using Traditional Chinese Medicine (TCM) herbs?
TCM is an ancient wisdom and believes food is medicine. Functional botanicals naturally balance internal energies, supporting your dog's long-term wellness.
Can dogs consume Chinese herbs?
Yes. We carefully select specific, synergistic herbs and ensure they do not clash with each other.
How do I know the dosage of these Chinese herbs is safe?
Every recipe uses precisely measured, low daily-maintenance doses. Our fresh, small-batch production ensures consistency and safety in every treat.
What is the shelf life of your treats?
Unopened packages stay fresh for 3 months. Because we use zero synthetic preservatives, enjoy within 3 to 4 weeks once opened and store in a cool, dry space. A non-toxic bentonite clay desiccant is included in each packet to naturally absorb moisture.
Are the treats suitable for puppies?
While all our ingredients are completely pure and safe for all life stages, we highly recommend consulting your veterinarian.
Are the treats suitable for seniors?
Yes.
Are the treats suitable for dogs that are on medical diet?
Every dog’s health situation is unique. We highly recommend consulting your veterinarian.
What if my dog does not like the treats?
Our treats are naturally aromatic and highly palatable. Please drop us a message and let us know what we can improve.
Brand
How was the name SPOON DOG originated?
The heart of our brand belongs to Spoon, our founder’s adopted dog. SPOON DOG was born out of a simple belief: treats should be functional, nutritious, and palatable all at the same time. Every functional treat we craft serves as a tribute to the profound connection we share with our companions.
What are SPOON DOG's values and standards?
- Quality: Natural human-grade ingredients only.
- Purity: Zero artificial chemicals, preservatives, or synthetic additives.
- Purpose: Fostering a positive impact on the animal community.
What are the inspirations behind SPOON DOG?
Born from our founder Nat's vision to bring the best quality to pet nutrition, she believes treats should be taken just as seriously as daily meals—because treats are food for dogs, too.
Ingredients
What is Traditional Chinese Medicine (TCM)?
It is a holistic wellness philosophy focused on balancing the body’s natural energy to maintain wellness. Instead of just treating symptoms after they appear, it uses natural herbs to support and strengthen one's health from the inside out.
What does "Human-grade" mean?
It means every single ingredient we source meets the strict legal, sanitary, and quality standards required for human consumption. We do not use commercial animal feed-grade leftovers or by-products.
Why are the treats completely free of grains?
We exclude grains to eliminate common allergens and unnecessary fillers, ensuring every bite is easy on your dog's digestion.
Do you use hormone-free protein meats?
Yes. Calm Moment, Daily Spark and Itch Defense are crafted with hormone-free proteins.
What is the difference between Whole Meat and Meal Meal?
Whole meat is fresh and retains its natural water. In contrast, meat meal is made through a high-heat cooking process and is usually made with animal leftovers. Natural nutrients are wasted during the intense heat process.
Shipping
Where do you ship?
We currently ship exclusively within Hong Kong. If you are based overseas and wish to try our formulas, please contact us and we will do our best to arrange a custom delivery for you.
When will my order ship?
Our treats are freshly handcrafted and therefore, please allow 2–3 business days for us to prepare and dispatch your batch. Once handed over to SF Express, standard transit time is typically 2-3 business days.
What are your shipping rates?
We offer free delivery on orders of HK$300 or above. For local orders under HK$300, a flat shipping rate of HK$35 applies.
Can I make changes after placing my order?
Please contact us immediately if you need to adjust your details. We will do our best to accommodate. However, once an order has been handed over to SF Express, we unfortunately cannot make further changes.
Refunds
What should I do if my order arrives damaged or incorrect?
Please contact us within 7 days of receiving your delivery. Kindly include your order number, a brief description of the issue, and clear photos of the products so we can personally review the situation and arrange a replacement or refund for any quality defects.
How long does it take to process a return?
Once a refund is approved and issued, the funds will automatically be credited back to your original payment method within 7-10 business days.
Can I exchange my item?
We do not offer exchanges as our treats are freshly crafted in small batches. However, if your order arrives damaged or with any quality defects, please contact us within 7 days of delivery and we will gladly arrange a replacement or refund to make it right.
Can I change or cancel my subscription?
Yes. You can pause, skip a delivery, or cancel your subscription at any time directly through your customer account portal. Please submit any changes or cancellations at least 48 hours before your next scheduled billing date.
Still got questions? Contact us at support@spoon.dog
