Frequently Asked Questions

About Products

Q Can I eat Buddy Food even if I have allergies?
A. If you correctly answer the allergy question before purchase, you will not be able to select a meal that contains ingredients to which you are allergic. If you have any concerns about your dog's condition, please stop feeding it immediately and consult your veterinarian.

Q. Do you use any additives?
A. No additives are used other than domestically produced supplements that provide vitamins and minerals necessary for your dog's nutritional maintenance. The supplements are necessary to provide the nutritional value that is safe to feed every day. Please note that we use domestic supplements for human consumption and do not use anything that humans cannot eat.
(Additives not included: sweeteners, colors, preservatives, thickeners, stabilizers, gelling agents or glues, antioxidants, coloring agents, bleaching agents, fungicide or mildew inhibitor, emulsifiers, inflating agents, seasonings, acidifiers, bitter flavorings, brightening agents, gum bases, manufacturing agents, flavorings, etc.)

Q. Do you use any supplements?
A We add domestically produced vitamins and minerals as supplements when cooking in order to maintain the health of our dogs. We use domestically produced supplements for humans and do not use anything inedible for humans.

Q Are the ingredients domestically produced?
A Yes, all ingredients are domestically produced, mainly from Kyushu. Note that the regions where vegetables are harvested, in particular, may vary depending on the season. Please refer to the Ingredients page for the place of origin of each ingredient.

Q Is it all-stage?
A No. Buddy FOOD is for adult dogs. Dogs have different nutritional needs depending on their growth stage. For example, while growing dogs need more calcium, adult dogs do not need as much. Also, too much calcium in adult dogs can increase the risk of calcium stones. In order to provide the best food for each dog and minimize the risk of nutrient deficiency or overconsumption, Buddy FOOD offers a diet tailored to the growth stage of the dog. (Puppy food will be available in 2022.)

Q Where is it manufactured?
A. It is manufactured by Athos Foods Co. Athos Foods specializes in the production and sale of food for humans, and Buddy FOOD is produced under the same hygienic standards and environment as human food.

Q. What are the safety and hygiene standards of Buddy FOOD?
A. Buddy FOOD is made to the highest human grade safety and sanitation standards. All ingredients, manufacturing processes, and sanitary conditions are equivalent to those of human food.

Q Is it grain-free?
A We use rice in Buddy Food 02 Chicken Meat and Buddy Food 03 Pork Thighs, and snap peas in Buddy Food 01 Black Wagyu Beef. There is no scientific evidence that grain-free is good for your dog's health, and unless your dog has an allergy or food intolerance, there is no need to worry about the presence or absence of grain.

Q Can I use Buddy FOOD for weight loss?
A Buddy FOOD is designed to provide your dog with a healthy intake of essential nutrients. We will also suggest the appropriate amount based on your registered weight, body shape, and activity level.
For dogs that eat a lot but need fewer calories, we recommend Buddy Food 02 Bird Meat, which is lower in calories per gram.

Q Can dogs of any size be fed Buddy Food 02?
A. Adult dogs of all sizes can eat Buddy Food 02. Puppies should not be fed as a staple food, but as a topping or snack.

Q Can puppies eat it?
A Buddy FOOD is intended for adult dogs and should not be fed to puppies as a staple food, but as a topping or snack. Dogs require different nutritional values depending on their growth stage. For example, while growing dogs need more calcium, adult dogs do not need as much. Also, too much calcium in adult dogs can increase the risk of calcium stones. In order to provide the best food for each dog and minimize the risk of nutritional deficiency or overconsumption, BuddyFOOD offers food for each growth stage. (The growth stage rice will be available in 2022.)

Q. I would like to know about ingredients and composition.
A We disclose the information on our website. Click here>.

Q What are the calories per bag?
A Each bag of Buddy FOOD contains approximately 200 kcal, regardless of the recipe.

Q What should I do if I want to take Buddy FOOD on a trip?
A Since Buddy FOOD contains no preservatives, to maintain its quality, it is best to keep it frozen and warm it to human skin just before eating. Please refer to the "Storage Instructions" included with the product for storage instructions. (If you are taking the product on a trip, it is your responsibility to maintain the frozen state as much as possible by keeping the product at a constant temperature in a cooler box, etc.). Even in this case, we recommend that you always check for any unusual smells or other abnormalities before consuming the product.)

Q. How should I store the product if it does not fit in the freezer?
A. You can store the product in the refrigerator for up to 7 days in its original state before opening. For example, if you receive 2 weeks' worth, you can store half in the freezer and half in the refrigerator. If you still can't get enough, please contact our customer support team.

Q Why is salt included in the recipe for Buddy FOOD #04 Mackerel?
A We use a small amount of pure salt made from seawater to compensate for the salt (sodium) needed to keep your dog healthy. 04The recipes other than Mackerel do not contain any sodium, as sufficient sodium is available in other ingredients in light of the 2016 edition of the AAFCO international nutrition standards.

Q Some of the ingredients, such as carrots, seem to remain in the stool. Is this okay?
A Although carrots and other root vegetables are thoroughly cooked, they may not be digested by some dogs and may come out in the stool. If diarrhea or extremely soft stools occur, please consult your veterinarian.

How to feed

Q. How do I thaw the product?
A. The day before serving, place the product in the refrigerator to thaw. Since it tastes better when warmed, we recommend warming it in a microwave or by boiling over hot water until it reaches the temperature of human skin before serving. (Examples of warming up: 20 seconds in a 500W microwave oven, 5 to 10 minutes in 40°C warm water, etc.) Once warmed, do not refrigerate the food and serve it as soon as possible.
If there is not enough time to defrost the food in the refrigerator, it can be defrosted quickly by boiling in hot water or dipping in cold water, but this may affect the flavor and nutrients.

Q. What is the storage method?
A. Before opening the package, store it in a freezer (below -18°C) for a long time. If you have limited space in your freezer, it can be stored in the refrigerator for about 7 days before opening. After opening the package, please keep it in the refrigerator and eat it as soon as possible.

Q What is the shelf life?
A If stored in the freezer (below -18°C), the shelf life is 6 months from the date of manufacture. The expiration date on the product is based on the assumption that the product is kept frozen.
As with most fresh processed foods, it is difficult to say how long the product can be stored after opening, since the degree of bacterial growth will vary depending on the conditions and method of consumption.
If you use a clean spoon, close the zipper after opening the package, and keep the package in the refrigerator as long as possible, it should keep for about 2 days.
Buddy FOOD does not contain any preservatives, so regardless of the above guidelines, we ask that you carefully check the condition of the food before consumption and make your own decision whether or not your dog can eat it at your own risk.
If the package is opened but cannot be consumed immediately, please transfer an appropriate amount to another container and feed it before it is completely thawed, and store the remainder in the freezer.



Q. Please tell me how to feed it (how to take it out, how to divide it into small portions).
A. Cut the zipper along the cut line by hand, open the bag from the zipper, and feed the recommended amount. Warming to human skin temperature will enhance the aroma and taste. (Examples of warming up: 20 seconds in a 500W microwave oven, 5 to 10 minutes in 40°C lukewarm water, etc.) Once warmed, please do not refrigerate the food and consume it as soon as possible.

Q I would like to know the appropriate amount of each food when used in combination with dry food.
A. You can check the appropriate amount of Buddy FOOD and the dry food to be used together by calculating the appropriate amount of food on My Page.

Q. What are the portions?
A. The appropriate amount of food per day should be divided into two or more portions.
The appropriate daily portion varies depending on your dog's weight and body condition. Please refer to your dog's My Page for recommended portions, and update your dog's weight regularly on the My Page so that we can continually suggest the right amount of food for your dog.

Q My dog is not eating well. What should I do?
A If this is the first time for your dog to eat fresh food, he may not eat it right away. Please let your dog try a little bit of the food in your hand. Once they take even one bite, they often find out that it tastes good and start eating more and more. If the food is not well digested, please feel free to contact us through our customer support.

Q Can I use it as a topping?
A Yes, it is possible; Buddy FOOD is intended to increase the proportion of healthier food for your dog. We hope that by using it as a topping, you can increase the ratio of healthy food as much as possible.

Q How long will the opened rice last?
A. As with most fresh processed foods, it is difficult to say how long it can be stored after opening the package, as the degree of bacterial growth will vary depending on the feeding conditions and feeding method.
However, we cannot guarantee that there will be no problem within 2 days
. However, we do not guarantee that Buddy FOOD will be safe for your dog for up to two days.

About Purchasing

Q How do I make a subscription purchase?
A You can register for a subscription through the "Free Food Assessment" on our website by following the steps below.

  1. Click on the "Free Food Assessment" button on our website.
  2. On the page that opens, enter your dog's information (weight, exercise level, allergies, etc.) and click the "Diagnose" button.
  3. Depending on the information you have entered, we will display recipes and purchase quantities recommended for your dog.
    On the page, select (i) the recipe you would like to purchase, (ii) the quantity you would like to purchase (number of bags), and (iii) the frequency of subscription you would like to purchase, and click the "Proceed to Purchase" button at the bottom of the page.
  4. On the next page, if you have never registered as a member on the Buddy FOOD website, you will be asked to register your name and e-mail address. (If you have already registered as a member, this page will not appear.)
  5. After registering, you will proceed to the payment page. After registering, you will be taken to the payment page, where you can enter your address and payment information to make a purchase.

Q. Can I make a trial purchase?
A Yes, you can. You can order at a discounted price for your first purchase only.

Q How do I place an order for a large number of dogs (more than 2)?
A After ordering for the first dog, please log in to My Page again and select the "Add dog information" button on the dog name selection screen, enter the information for the second dog, and complete the purchase.

Q I want to change the recipe.
A. You can change the recipe in "My Page". Please click the "Change Recipe" button at the bottom of the "My Dog's Information" page.

Q I want to change the delivery frequency or the number of packages.
A. You can change the delivery frequency and the number of packages on "My Page". Click on the "Check or change subscription details" button under your dog's name on My Page, and go to the current subscription information page to make the change.

Q I want to skip or pause a subscription purchase.
A. You can do so from My Page.
Click on the "Review or modify subscription details" button under your dog's name on My Page, and go to the current subscription information page to make the change.

Skip: Select this option if you wish to skip your next order.
Pause: Select this option if you do not plan to place an order for a while.



Q I did not receive a confirmation email for my order.
A. We apologize for the inconvenience. Please contact our customer support team so we can check the status of your order as soon as possible.

Q I have not received my order.
A. We apologize for the inconvenience. Please contact our customer support team so that we can check the status of your order as soon as possible.

Q Can I order by phone or fax?
A Currently, all purchases are made through our website.

Q Is there a place where I can buy in-store?
A Currently, all purchases are made within this site.

Q. What payment methods are available?
A We accept payment by credit card (VISA, Master Card, American Express, JCB).

Q I want to change the payment method.
A Please click the "Confirm/Change Subscription Details" button under your dog's name on My Page, and go to the current subscription information page to make the change.

Q Can you gift wrap?
A We are sorry, but gift wrapping is not available at this time.

About Delivery

Q How long does it take to receive my order of Buddy FOOD?
A In order to ensure that Buddy FOOD is delivered as fresh as possible, it usually takes 8 to 10 days from the time you place your order to the time of delivery.

Q I want to check or change the delivery date.
A Please confirm the date of your next delivery by clicking the "Confirm/Change Subscription Details" button under your dog's name on My Page and viewing the current subscription information page.

If you would like to change your delivery date, please click the "Change" button under "Next Delivery Date" on "My Page".

You can change the delivery date to any date after 8 days at the earliest.
If you change the delivery date, the settlement date will also be changed. The payment will be automatically made 8 days prior to the specified delivery date.

Q. Is there a shipping charge?
A. We charge a flat rate of 880 yen (tax included) for shipping. You can check the total amount before purchasing.

Q. Can I specify the arrival date and time?
A. Yes, you can specify the arrival date and time on "My Page".

Q. Can I choose the delivery company? (Which shipping company?)
A We are currently unable to select a shipping company. We will deliver by Yamato Transport.

Q. Can I change the delivery address?
A Please click the "Confirm/Change Subscription Details" button under your dog's name on the "My Page" and go to the current subscription information page to make the change.

Q. Can you ship overseas?
A We currently do not offer international shipping.

Q I received my order with the box and contents damaged.
A. We are very sorry. We will be happy to exchange the product free of charge. Please contact us via LINE or mail form.

Returns, Exchanges, and Cancellations

Q I want to return or exchange the product.
A If there is something wrong with the
product:
We are

very

sorry.

We will replace the product free of charge.

If there is nothing wrong with the product: If you are a
first-time user of Buddy FOOD, regardless of the product type, we will accept returns for any reason only once per household, for the first delivery of a subscription, and only if you notify us within two weeks of the delivery
.
We will refund the full cost of the returned product, but the customer will be responsible for shipping costs. Please note that the returned product must also be sent back via cool delivery. Please note that products that have been thawed are not eligible for return. We will refund your money after we confirm the quality and quantity of the returned products.
Please note that we cannot accept returns or refunds for starter pack customers or customers who have already tried our starter pack before purchasing a subscription, even if there is nothing wrong with the product.

If you wish to return or receive a refund, please contact us via LINE or mail form.







Q I want to cancel my subscription.
A We apologize for the inconvenience, but please contact us via LINE or mail form if you wish to cancel your subscription.

初回30%OFF クーポン配布中
まずは無料フード診断
TOPへ戻る