Help centre

Frequently asked questions

Shipping, returns, feeding and label questions — answered plainly.

How quickly do orders ship?: Orders are picked and packed within 1–2 business days. Standard delivery then takes 3–7 business days and expedited delivery 2–3 business days, depending on your address.
Is shipping free?: Standard shipping is a flat $8.95 and is free on orders over $59 after discounts. Expedited shipping is $18.95.
Which states do you ship to?: We ship to all 50 US states. We do not currently ship internationally or to freight forwarders.
Can I return dog food I've already opened?: Unopened items in original packaging can be returned within 30 days of delivery. For food safety reasons we cannot resell opened bags or cans, but if a product arrives damaged, is incorrect, or your dog has a documented reaction, contact us and we will replace or refund it.
How do I switch my dog to a new food?: Most dogs transition comfortably over 7–10 days by mixing an increasing proportion of the new food with the current food. Follow the feeding directions printed on the manufacturer's package and ask your veterinarian for guidance specific to your dog.
Do you sell prescription or veterinary diets?: Products in our specialty range are formulated for particular dietary needs, such as limited-ingredient or grain-free recipes. They are not medications and they are not a substitute for veterinary care or a prescription diet. Speak with your veterinarian before using food to manage a health condition.
Where do you publish ingredients and guaranteed analysis?: Every product page has a Label information section that reproduces the manufacturer's ingredient statement, guaranteed analysis and feeding directions. Where a field shows a placeholder, we are still verifying that text with the supplier and will not publish it until it matches the physical label.
How is sales tax calculated?: Tax is calculated at checkout based on your shipping state. New Hampshire has no state sales tax; other destinations are taxed at the applicable rate.
Are your reviews real?: Yes. We never write, buy or incentivize reviews. Submissions are moderated for spam and unlawful content, and a verified-purchase badge appears only when the reviewer's order number matches a real order for that product.
How do I reach a person?: Call +1 252-363-0010 or email info@charmwalk.space Monday to Friday, 9:00am–5:00pm ET. We reply to most messages within one business day.

Still stuck? Contact our care team and we'll help.