Search Our Most Common FAQs Here
Find answers to the most common FAQs about TLC, the Pet Pro Program and our premium quality products below! Still have questions? Contact your TLC Pet Pro Account Manager or Pet Pro Specialist for assistance.
Absolutely! Whether you stopped using Litter Manager because it was too much work or you had a hard time remembering, if you'd like to try Pet Manager, you're more than welcome to!
We've brought over litters that were entered into Litter Manager so there is a chance if you stopped using Litter Manager and did not finish entering owners for that litter, you may have open litters that you no longer need in Pet Manager.
If this is the case, simply follow the instructions on closing a litter.
Pet Manager is more flexible than Litter Manager so if you found you weren't taking the time to use Litter Manager, consider entering your pet parents as 'Contacts'. This will create a list of pet parents you can track in Pet Manager, without having to enter litter information.
Check your Pet Manager to see if you need to close any older litters and get started with the Pet Manager How To today!
We've brought over all of the litter information from Litter Manager. You can find historical information about your past litters by visiting:
Pet Manager Performance
This report will provide you an overview of the litters you entered into Litter Manager and those you will enter into Pet Manager. You can adjust the date filters, look at open only or closed litters only and view the conversion rate. The conversion rate is calculated by taking the number of new pet parents added to Litter Manager or Pet Manager and comparing the number of first orders placed.
Pet Parent Performance
The Pet Parent Performance Report gives you insight into the pet parents you've added to Litter Manager and Pet Manager. See your total number of 'New Pet Parents' vs 'Contacts', how many have placed their first orders, what breed and litter they were associated with, and more.
Pet parents who were entered into Litter Manager have been moved to the new system and will continue receiving communications via email based on:
- Their pet's Go Home Date
- Whether they've met any of the goals (created a TLC account, placed an order scheduled an order using Autoship)
In the email communications they receive, they will be directed to your new personalized web pages, customized according to the breed profiles you already set up to use Litter Manager.
We've taken lessons learned from Litter Manager to tailor communications in order to provide new pet parents with quality information without bombarding their inboxes. Pet parents you entered into Litter Manager began receiving the updated communications immediately upon the launch of the new retail website.
Pick up right where you left off!
All litters entered into Litter Manager have been migrated to Pet Manager, including "closed" litters. You can find your "open" litters on the Pet Manager dashboard and can see current information about all of your pet parents immediately. You can also add more pet parents to litters who still had owners left to add.
Open Pet Manager and view your litters. The Litter Names will be shown on the left hand side of the table. If you have multiple open litters, you can filter the table by the litter name.
Your "owners" have been moved into Pet Manager as "New Pet Parents". Information, including their name, email address, phone number etc., can be viewed by clicking the "Edit" icon next to their name. See up-to-date information on whether they've created a TLC account, placed their first order or scheduled an order using Autoship. You begin receiving points and earning volume for referring your pet parent when they place their first order.
The TLC Pet Pro Program works by feeding your preferred TLC Whole Life Pet Food formula to the animals in your care and sharing your experience and expert recommendation with others. When you purchase premium quality TLC in bulk, you are qualified to receive a 25% discount and have the opportunity to earn rewards when your recommendation to feed TLC leads to others purchasing TLC products.
Every month, qualified Pet Pros have the chance to earn BONUS rewards, including rebates on personal purchases.
For an in-depth look at the Program, check out "How It Works: Your Guide to the TLC Pet Pro Program" and for a quick start, check out "10 Things to get Your Started" here.
You will earn points every time one of your referrals places an order. For your pet parents to be connected to you as a referral, they must order their first order through one of your unique links, or you must add their information to Pet Manager.
You will earn $1 for every 10 points you earn through referrals placing orders.
Points earned per product ordered:
1 x 30 lb Case of Puppy Food = 50 points ($5)
1 x 30 lb Case of Dog Food = 50 points ($5)
1 x 15 lb Case of Cat Food = 40 points ($4)
1 x 5 lb Biscuit Bag = 20 points ($2)
1 x 20 lb Bulk Biscuit Box = 40 points ($4)
TLC Whole Life Puppy Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for growth and reproduction, including the growth of large-size dogs (70 lbs or more as an adult). We recommend feeding this formula to small/medium-sized breed puppies until their dog is ten months of age when they should begin eating our Whole Life Dog Food.
TLC Whole Life Dog Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for All Life Stages, including the growth of large-size dogs (70 lbs or more as an adult). We recommend feeding this formula to adult dogs and large breed puppies with 70lbs or more when fully grown.
TLC Whole Life Cat Food is formulated to meet the nutritional levels established by the AAFCO Dog Food Nutrient Profiles for All Life Stages. This formula can be fed to all cat sizes, breeds, and life stages.
TLC Whole Life Dog Biscuits can be fed to dogs and puppies of all sizes and life stages. They can also be broken into smaller pieces to reward puppies more often.
We provide you with many resources to help you recommend TLC Pet Food to your pet parents, including emails and digital infographics. If they still have questions about our food or services, you can encourage them to reach out to our Pet Service Team, who are happy to help answer any of the questions they may have.
You are also welcome to reach out to your Pet Pro Representative for help answering their questions in the future.
We will provide you with nutrition information templates, print-outs, and social media posts that can all be shared with your referrals to help explain why TLC Pet Food is the right choice for their pet! You can send your referrals to your general Pet Pro Nutrition Link or your Feed by Breed Link to encourage them to order.
You can view and use our email templates here.
TLC Pet Food uses a unique blend of highly concentrated meat proteins like lamb, chicken, and Atlantic salmon as some of our top ingredients. A high-quality meat protein is always the first ingredient found in TLC formulas. TLC also includes ancient whole grains, antioxidants, vitamins, and minerals to provide pets with a complete and balanced diet. Each TLC product contains necessary pre & probiotics for important digestive health. TLC Whole Life Dog Food and Biscuits have high levels of glucosamine and chondroitin for hip and joint health.
TLC Pet Food does not contain any by-products, entrails, fillers, artificial flavors, corn, or soy.
All TLC Pet Food is formulated by a professionally trained nutritionist holding Masters degrees in Animal Science and Nutrition from accredited North American Universities.
Yes, all TLC Pet Food formulas adhere to AAFCO guidelines. For a pet food to be considered “complete and balanced,” it must meet the nutritional standards established by AAFCO.
Nutrient profiles define these nutritional adequacy standards:
- Adult maintenance
- Growth and reproduction
- All life stages
Formulas developed for “All life stages” are meant for both growth/reproduction and adult maintenance.
All TLC Pet Food formulas have undergone feeding trials and testing according to AAFCO guidelines.
The cooking process used to produce TLC Pet Food takes the nutritional value of each ingredient into consideration from start to finish. The Guaranteed Analysis for our formulas that can be found on our website and all TLC Whole Life Pet Food packaging is an “as fed” summary of the nutrients found in TLC. These calculations are based on the nutrients found in the food after the cooking process is complete.
Nutritional components that would not survive temperatures reached during cooking are applied afterward.
Like most dry kibble, TLC Whole Life Pet Food is made using an extrusion process. Our dry ingredients are mixed together with fats and oils, cooked and shaped into kibble.
TLC Pet Food is made in Ontario Canada at an award-winning facility. Every ingredient is carefully mixed, steamed and formed with cooking temperatures ranging between 220°F-340°F throughout the process.
TLC Pet Food is highly digestible, ensuring the absorption of the vitamins, minerals, proteins, and fats that your pets need. The total digestibility of both TLC Whole Life Puppy and Dog Food is approximately 86%. This high digestibility also promotes lower stool volume, making for easier cleanup!
TLC Pet Food conducts regular feeding trials in compliance with the guidelines laid out by AFFCO, testing for digestibility, stool volume/quality, and palatability. Feeding trials are conducted over 26 weeks and include eight animals.
TLC Pet Food independently sources our ingredients from trusted suppliers located in North America, New Zealand, and Norway. Our suppliers meet our stringent guidelines for safety and quality and undergo regular review.
TLC orders are delivered using national couriers and our delivery vehicles. Depending on your location, TLC Pet Food typically arrives within 3-5 business days. Your Pet Pro Specialist or Account Manager can provide you with a more accurate estimate for delivery depending on your shipping destination and the size of your order.
You will receive a shipping notification to the primary email address used for your account. Included in the shipping address will be tracking information, if available. You can also contact your Pet Pro Account Manager or Pet Pro Specialist if you have questions about your shipment.
TLC works with leading national delivery partners for your ground and freight shipments, including Fedex. Your Pet Pro Specialist and Account Manager will arrange for delivery of your order selecting the delivery partner based on the size and destination of your order.
LTL stands for 'Less than Truckload' and covers shipments weighing more than 150 lbs. Your Pet Pro Specialist or Account Manager will classify your shipment and arrange delivery with one of our delivery partners based on the contents and shipping destination of your order.
Similar to Litter Manager, a litter will remain open until:
- All pet parents have been assigned AND
- 30 days have passed after the last Go Home Date
Closing a litter with an unassigned pet
If you are no longer giving one of the pets from your litters away or there were extra spaces added to a litter in error, you can remove those spaces by clicking the 'x' next to the litter 'Add Pet Parent' button. If you remove all available spaces, the litter will close 30 days after the last Go Home Date. If that condition has already been met, the litter will close immediately.
Removing a pet parent
You can remove a pet parent from pet manager by clicking the trash can so long as all three goals have not been met. If all three goals have been met, the pet parent can no longer be removed. Removing a pet parent will remove them from the TLC subscription list and they will no longer receive Pet Manager related emails.
You will be prompted for a deletion reason which can then be retained for reporting purposes. You will see the number of 'Pets Removed' as the total number of spaces deleted combined with the difference between the number of pet parents and pets in each litter.
Using Pet Manager, you can share your recommendation to feed TLC with two types of pet parents:
New Pet Parents
Formerly known as "Owners" in Litter Manager, New Pet Parents will be or have recently brought home a new pet.
New Pet Parents will receive email communications that link to your personalized web page at tlcpetfood.com, configured to display the TLC product and Autoship frequency you recommend based on breed.
New Pet Parents are added to litters.
After creating a litter, find the litter you wish to add a Pet Parent to.
Select an open space and click "Add Pet Parent"
The Add Pet Parent button will indicate the number of spaces remaining in the litter.
- Pet Name (optional) - used to identify the pet they are or have brought home
- First and Last Name (required) - used to identify the TLC account once created
- Email Address (required) - each New Pet Parent requires at least one email address in order for them to receive TLC communications directing them to your personalized web page and in order to match them to their TLC account
- Secondary Email Address (optional) - can be used to include a possible secondary email address that might be used to create a TLC account. Only the first email address will receive TLC communications but the secondary email address will be used to match the New Pet Parent to a TLC account if the email address is used to create an account first.
- Phone (optional)- phone number used to contact your pet parent
- Go Home Date - the date the New Pet Parent is expected to bring home their new pet
- Notes (optional) - any additional information you want to add about the pet parents
Contacts are any pet parent in your network. Contacts will receive email communications directing them to your personalized TLC web page displaying all TLC products and defaulting to recommend a 5-week Autoship frequency.
You can use the "Contact" pet parent type to add neighbors, friends, family, social media followers, etc., or any pet parent you'd like to share TLC with. Contacts are independent and not associated with a litter. The contact type has space for the same information a New Pet Parent does except for Go Home Date. Contacts will remain on your Pet Manager dashboard for 30 days, after which they will "close". Once a contact has been 'Closed', you can view their details in the Pet Parent Performance report.
Visitors to your personalized web page on tlcpetfood.com will be connected to you as a referral if they create a new account. Pet parents will also have $5 automatically applied to their account when they schedule or place their first order. When you enter pet parents into Pet Manager, the system will check to see if they already have an account. If the system finds an account for your pet parent, they will be automatically linked to you as a referral (if they weren't already).
Find your order history here. Your Order history displays your most recent orders first, providing:
- Order ID (use your Order ID when inquiring about your orders with us)
- Order Status (displays the status of your order, including pending, shipped and delivered)
- Ship Date (the date your order left TLC and was shipped to you)
- Order Details (the contents of the order)
- Order Total (the invoice total including line item discounts and sales tax)
- Points Paid (any points applied to reduce the order total)
- Total Paid (the amount paid after points)
- Ship to (the ship to state or province)
The bulk breeder bags that you will order are 35 lbs of food per bag and contains
Our payment gateway through Chase provides top-notch security for all transactions. You can pay for your orders using:
- Visa Debit
- Visa Credit
- Mastercard Credit
- American Express
As you continue to earn TLC points, you will be able to use your points towards your orders.
As a qualified TLC Pet Pro, you are eligible for bulk order discounts. All orders must be placed through your Pet Pro Specialist or Account Manager. You can find your Pet Pro Specialist or Account Manager's contact information here.
Your "company" tab holds an overview of your companies information and will be used when communicating with your referrals. This is also where your unique nutrition link is and can be copied to share with all your pet parents.
A breed profile will be displayed if your company works with specific breeds of dogs or cats. It can contain more than one breed and allows you to recommend a specific formula and Autoship recommendations to your pet parents based on the breed your work with. Your Breed Profile is also where you can find your "Feed by Breed" link to copy and share with your pet parents to order based on your breed-specific recommendations.
Every qualified TLC Pet Pro is provided with a personalized web page on our retail website at tlcpetfood.com
You can find your url at My Company here.
To further customize your web page, you can configure a Breed Profile where you can set the recommended TLC formula, Autoship frequency and allow pet parents to schedule their first order for a future date. The Breed Profile will have a separate URL assigned to it. Share this URL with pet parents to ensure they view the recommendations you prefer based on breed.
At any time, you can access the urls for your breed preferences by viewing My Breeds under your account. Click the link icon to copy the url and paste it into emails, texts, social media posts or wherever you might need it!
Visit the billing tab found under "Manage My Account" to add or delete payment methods. Your default payment method will be used when you place an order with TLC.
You will have continued access to our dedicated Pet Pro Representatives. We pride ourselves on offering you a service you won’t find anywhere else. Your representative is available to help you with questions regarding:
- Pet Manager
- Placing Orders
- Requesting Pet Packs
- General TLC Pet Food Inquiries
TLC has a dedicated Pet Service Team ready to answer your pet parent's questions. Direct your pet parents to the retail website where they can submit their questions through our easy-to-use contact form. Our team is available to answer phone calls Mon-Fri 8:30 AM est to 4:30 PM est at 1-877-328-8400.