Important Announcement: Grain Free Product Line

Hi, 

I hope this message finds you well. I wanted to take a moment to address some recent concerns we've been hearing regarding our grain-free product line. It seems there have been a few issues with the consistency of the products, particularly regarding oil and water content in the pouches. I understand how frustrating this must be, and I want to assure you that we're taking these concerns seriously.

This applies to:

• Essential Adult Chicken and Vegetables (Grain Free)
• Prime Chicken
• Prime Duck
• Essential Puppy Fish and Vegetables (Grain Free) 

I'd like to share with you a couple of things about this. 

Part 1: Oil Separation

First off, it's important to note that we intentionally avoid adding preservatives and stabilizers to our products. We believe in keeping things natural and wholesome. However, this means that sometimes, especially in hotter temperatures, you might notice some separation of oil in the pouches.

The solution here is simple: give the pouch a good shake before using it. This will help redistribute the components and ensure your dog gets the full, delicious flavor in every bite. Think of it like natural nut butter - the separation is actually a sign of its authenticity.

Part 2: Water Separation

A recent change in our product line involved removing soy, which also means removing rice from our grain-free options. This change has resulted in some products appearing a bit runnier than usual due to the absence of ingredients to absorb excess water.

Again, shaking the pouch before use can help mitigate this issue. We're also exploring potential natural thickeners to address this, although it's still a work in progress. We will keep you posted about it. 

Part 3: Packing Method

We've identified that there have been instances where water content may vary slightly from pouch to pouch, particularly in batches from February. This was due to how the food behaves during the packing process where the water settles down a bit (due to points mentioned above) and when scooped to place into the pouch one pouch might receive a little more water than another pouch. Rest assured, we're actively working on correcting this for future batches.

If you happen to receive a pouch that seems to have more water than it should i.e. completely water and no meat etc, please don't hesitate to reach out to us.

We're here to make things right.

In conclusion, I want to express our sincere gratitude for your patience and understanding as we navigate these challenges. We're constantly learning and improving, and your feedback plays a crucial role in that process. If you have any further questions or concerns, please don't hesitate to get in touch. We're here for you.

Sincerely, 
Venkat.