Category Archives: pet foods

About the CANIDAE Customer Support Team


By Diane Matsuura and Beth Morgan

We’re not “JUST” Customer Service here at CANIDAE® All Natural Pet Foods, we’re more than that. At CANIDAE, Customer Service has always been a top priority for us. We have a small staff of caring individuals, real people, who are passionate about pet food and pets. Among us, we have a wealth of pet care and nutrition experience to draw upon, and we are nice people too (maybe we’re biased, but it’s true).

At CANIDAE, we aren’t an answering service or receptionist who answers the phones and transfers calls to someone more qualified, as many companies do. We are a small, personable and caring company, and we make every effort to talk to every client in person, by email and via the new online chat feature. Yes, sometimes you will have to leave a message on our phone system, but that just means that we are on the line helping another valued customer and we will call you back as soon as possible.

A customer service representative at CANIDAE wears many hats. We have to know our entire product line from top to bottom and be able to answer any nutrition and ingredient questions you may have about our products. We can assist you with coupon requests, frequent buyer and breeder program information, store locations and send you a free sample. We can also connect you with your local CANIDAE Sales staff and wholesale order department or distributor. We also offer retail sales support. Sometimes we have to be detectives and help you figure out what formula would be best for your pet. Occasionally the answer may be CANIDAE is not the right food for your pet, and we will be honest and tell you so. But what we try to be the most is a friend, someone to listen to your problems with your pets, share happy memories and experiences with, share your excitement of adopting a new pet, or sharing your sorrow over one who has passed away, and someone who really understands how important your pet is to you and your family.

There are a few things that you can do to make your experience with CANIDAE more productive and helpful. If you have a concern about one of our products, please make sure you have all the date and batch code information handy when you call. All products come marked with this information either on the bag or box, either front or back, or on the bottom of the can. We also love to hear from our customers who love our products, too. Send us a photo of your pet and a testimonial letter about why you and your pets love CANIDAE and we’ll post it on our website. We welcome helpful suggestions about our products and how they might be improved. It was customer suggestions that led us to offer an improved bag design that uses a Velcro closure, and encouraged us to formulate pet foods made without any grain.

What our jobs at CANIDAE Customer Service mean to us is the chance to talk to so many diverse people about their pets, from not only the United States and Canada, but many other countries as well, whereever CANIDAE is sold. Each of our callers is a new opportunity for us to grow as a Customer Service representative and as a person. You introduce us to new breeds, interesting questions and descriptions about where you live, your families and the pets that share your life. Our job is rewarding, sometimes frustrating, but always fascinating and never boring. Call us anytime 8:00am to 4:30pm PST. We love to hear from you, and thank you for choosing CANIDAE All Natural Pet Foods for your pets.

The personal opinions and/or use of trade, corporate or brand names, is for information and convenience only. Such use does not constitute an endorsement by CANIDAE® All Natural Pet Foods of any product or service. Opinions are those of the individual authors and not necessarily of CANIDAE® All Natural Pet Foods.

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