Questions? We have answers...
Customer satisfaction is a top priority at BIXBI Pet. Below we have answers to common questions we receive. Take a look, if you don’t find what you are looking for, fill out the form and we will get back to you as soon as possible!
THE BIXBI OFFICES WILL BE CLOSED ON MONDAY, FEBRUARY 21 FOR PRESIDENTS' DAY.
My Account
- Go to My Account and click the lost password link below the login button.
- Enter your username or email to request a password reset link via email.
- Go to My Account and click the lost password link below the login button.
- Enter your email to request a password reset link via email. Your password reset link will contain your username.
- Once logged into your account, go to your account dashboard.
- Click the Addresses tab to edit your billing or shipping address.
- Once logged into your account, go to your account dashboard.
- Click the Payment Methods tab to edit your payment methods.
- Once logged into your account, go to your account dashboard.
- Click the Account Details tab to edit your contact information.
Orders
Yes, you will receive a confirmation email once your order has been placed. You will also receive an email when your order is shipped.
Not receiving our emails? Try checking your spam folder.
- You will receive an email with tracking information once you order ships.
- If you have your order number handy, you can track your order here.
- Simply enter your order number and email address to track your order.
- You can also track your order from your account dashboard.
- Click the Orders tab and select the order you would like to track.
- Click the Track button under the Tracking Information section.
Subscriptions
- To add items to your subscription, go to the product you want to add. (You can also search for products within your account dashboard.)
- Select an existing subscription from the dropdown menu highlighted in gray.
- Click the “Add to Existing Subscription” button. (Please only click once to allow the page to reload)
- To change the size of an item in your subscription, go to your account dashboard.
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- Scroll down to the Subscription Totals area.
- Click the Change Size button below the product you would like to change.
- Select the new size.
- Click Add to Cart
- Complete the checkout process. Don’t worry you won’t be charged until the time of your next renewal.
- To switch items in your subscription, first add the new item you wish to order, then remove the old one.
- To add items to your subscription, go to the product you want to add. (You can also search for products within your account dashboard.)
- Select an existing subscription from the dropdown menu highlighted in gray.
- Click the “Add to Existing Subscription” button. (Please only click once to allow the page to reload)
- To remove items to your subscription, go to your account dashboard.)
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- Scroll down to the Subscription Totals area.
- Click the “X” next to the product you wish to remove.
- To cancel your subscription, go to your account dashboard.
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- Click the Cancel Subscription button in the Actions menu.
- Your subscription will display the status Pending Cancellation until the end of your current cycle. Your subscription will not renew and you won’t be charged.
- You may reactivate your subscription at any time while cancellation is pending. Your subscription will be fully cancelled at the end of your current cycle.
- To increase the quantities in your order, go to your account dashboard.
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- Click the Edit Subscription button in the Actions menu.
- You can change the quantities of your items in the product details area.
- Once you have updated quantities, save your changes by scrolling down and click the Save Details button.
- Your next renewal will reflect these changes.
- To increase the quantities in your order, go to your account dashboard.
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- Click the Skip Next Order button in the Actions menu.
- Your next renewal will be skipped.
- Your next order date will be reflected in your subscription details.
- You can change your next order date at any time via the Change Next Shipping Date menu within your subscription details.
- To change the ship date for your order, go to your account dashboard.
- Click the Subscriptions tab.
- Click the View / Edit button next to your subscription.
- You can change your next order date at any time via the Change Next Shipping Date menu within your subscription details.
Yes, you will receive an email before your renewal order is placed.
Not receiving our emails? Try checking your spam folder.
If your renewal payment method fails, you will receive an email notification and we will attempt to retry your payment method again automatically. Your email notification details when we will attempt to retry the charge. If you do not wish to wait you can click the pay now link in the email to manually renew your subscription. You can also manually renew your subscription within your account dashboard.
Quality Assurance
Recently it has made the news that the FDA is investigating a potential connection between diet and cases of dilated cardiomyopathy (DCM) in dogs and cats. According to the American College of Veterinary Medicine, DCM is one of the most common heart diseases in dogs. While the FDA investigation is ongoing, they continue to reiterate “the underlying cause of DCM is truly unknown” and “most dogs in the U.S. have been eating pet food without apparently developing DCM.”
RAWBBLE Dry Food uses carefully selected animal-based proteins and no rendered meat meal, which is why you won’t find added synthetic amino acids in our recipes. Additionally, taurine itself is naturally present from fresh animal ingredients abundantly available in RAWBBLE. We regularly conduct digestibility tests, blood plasma studies, feeding trials and routine amino acid verification to ensure our recipes are safe and nutritious. All our recipes meet or exceed the guidelines set forth by AAFCO as Complete and Balanced. To learn more about our commitment to producing safe, healthy and nutritious food for your dog, please read our white paper on RAWBBLE amino acid profiles here.
We only source high-quality, whole foods from the USA, and we use local and fresh produce whenever it’s available.
We test each and every batch of our food and treats for Salmonella, E-coli and Listeria. And our products undergo rigorous testing for contaminants and environmental toxins such as BPA, lead, arsenic, mercury, chromium, pesticides, antibiotics and melamine.
At BIXBI Pet, we take the production of our pet food very seriously. We maintain the highest quality standards and safety procedures to guarantee that BIXBI foods and treats are the absolute best in their class.
What does that mean? Well for starters it means that our facilities are audited on an ongoing basis by the U.S. Department of Agriculture (USDA) and the U.S. Food & Drug Administration (FDA) to ensure strict food safety standards are maintained. Additionally, each of our facilities has Good Manufacturing Practices (GMP’s) and HACCP (Hazard Analysis Critical Control Points) food safety regulations.
If you are not completely satisfied with your purchase, please let us know and we’ll do our best to make things right.
Customers should return items within 30 days from the original purchase date. We are unable to accept returns made after 30 days from the original purchase date, except at the discretion of our customer service team. We are unable to accept returns on expired products. Please visit our Return Policy page for more details. You may also reach out to us at info@bixbipet.com.
We cannot guarantee any BIXBI RAWBBLE food product purchased on Amazon.com, Walmart.com, Ebay.com or Jet.com. These are unauthorized resellers for BIXBI RAWBBLE branded food products.
Rawbble Food Family
BIXBI RAWBBLE food uses all fresh meat and no meals. Additionally, RAWBBLE only uses whole food ingredients that are rich in nutrients and highly digestible.
Our dry, freeze-dried and wet food offers the convenience of a kibble with the nutritional benefits of fresh meat. RAWBBLE uses carefully selected animal-based proteins, such as fresh poultry, eggs, meat and organs, which is why you won’t find added synthetic amino acids in our recipes. Unlike meals that undergo harsh processing at rendering facilities, our fresh meat retains the naturally occurring amino acids found in fresh animal protein.
Meat meals are the by-product of a waste product. They are rendered at high temperatures, then dried at high temperatures, then cooked once more. Meals are a powder used in pet food for protein enhancement.
The processing condition of raw ingredients greatly affects the quality and digestibility of protein-based ingredients. Minimally cooked protein delivers a higher quality protein than meal. Fresh meat is proven to have higher levels of metabolized energy when compared to meals
RAWBBLE uses only fresh meat and emphasized whole food nutrition with balanced macronutrient profiles, low-glycemic carbohydrate sources and dietary fiber balance.
Rendering is a high heat cooking process that removes fat and moisture from raw ingredients to produce a meal.
Natural flavoring is commonly added to dog food to provide enhanced flavor and palatability. It’s best described as a highly concentrated protein, similar to bouillon. For example, natural vegetable flavor is the natural ingredient made from vegetables.
Whenever available, we use only the acetate and other natural forms of vitamins. This means that whenever possible our vitamins are derived from natural sources and are not synthetic. Additionally, our vitamins and minerals are never sourced from China.
BIXBI uses the Waltham Method to calculate feeding guidelines. Waltham produced guidelines for nutrient requirements using clinical research and scientific evidence for companion animals and updates these guidelines every two years.
It’s important to note that feeding guideline vary based on a number of factors such as activity level, age and pregnant or lactating mothers. To account for these variety of factors, we’ve provided detailed feeding guidelines for pet owners. The suggested servings are guidelines and may need to be adjusted based on each individual dog’s needs.
We’ve worked carefully to formulate recipes balanced for all life stages. RAWBBLE recipes support growing puppies, adult dogs and aging seniors with optimal protein levels and healthy sources of fats.
We take pride in sourcing high quality ingredients from trusted suppliers in the USA. All of our products are made right here in the USA.
With the exception of New Zealand Lamb and French Duck, all of our ingredients are sourced in the USA. We use local, fresh ingredients whenever possible. Our chickens and ducks are cage-free, our beef is pasture fed and our fish is wild caught is the Pacific Northwest.
All of our fish proteins are wild caught from the Pacific Northwest.
Not to worry! The moisture scavengers we use in our Freeze Dried Rawbble are made from 3 grams of Silica Gel Desiccant which is not a large enough amount for your dog to have toxicity issues. If your dog accidentally ingests this, the gel will absorb 3 grams of water within their stomach. We recommendation making sure your dog drinks plenty of water to stay hydrated
We support independent pet specialty retailers and value their knowledge and commitment to pet nutrition. We would like RAWBBLE consumers to purchase our foods from these independent pet stores. If your favorite store doesn’t carry RAWBBLE please ask them to bring it in for you. Our store locator may be of help, and we are adding stores every week.
We cannot guarantee products purchased from Jet.com, Walmart.com, Ebay.com or any other national reseller. RAWBBLE products purchased through these sites were not authorized by BIXBI and therefore cannot be guaranteed.
RAWBBLE Dry Food
Eggs are non-fertilized, which means the eggs have a different amino acid profile than chicken and are safe for dogs with chicken allergies.
RAWBBLE is an extruded dry food. Extruded kibble is cooked and formed in the extruder and dried in the dryer. A baked kibble is formed using a mold and then cooked and dried in the oven. The process varies slightly with the same end result.
At BIXBI we believe less is more. Therefore, we use just 12-13 ingredients per formula plus our vitamins. To read why we chose each ingredient for RAWBBLE, visit our online glossary.
The carbohydrate content of RAWBBLE Dry Food is approximately 36%.
RAWBBLE Wet Food
No. Our wet food is not raw. All wet food is cooked to ensure it is free of any pathogens. Unlike many wet dog foods, RAWBBLE is made with 95-97% single-source meat, liver and broth. We ONLY use fresh meat, never meat meals. Additionally, RAWBBLE does not have carrageenan or other gums commonly used in wet food. We use agar-agar, which is a health vegan alternative to chemically extruded carrageenan and other gums.
If you are looking for a raw option, we recommend RAWBBLE Freeze-Dried Food for Dogs. It pairs very well with our RAWBBLE Wet or Dry Food.
Agar-agar is a healthy vegan gelatin substitute to the other gelatins commonly found in wet food.
Carrageenan and gums are commonly used in canned food as a binder or thickening agent. Carrageenan is also commonly thought to have inflammatory properties, and gums have been linked to obstructions in the small bowel.
While carrageenan and agar-agar are both derived from seaweed, carrageenan is the chemically derived product of kelp, while agar-agar is the natural product of red algae.
RAWBBLE Freeze Dried Food
You certainly can add water to re-hydrate Rawbble; however, it is not necessary. If you choose to rehydrate Rawbble, provide a 1:2 ratio of water to Rawbble. (ie. 1/2 cup water for 1 cup Rawbble). We have not had any circumstances where a pet’s stomach was bloated or extended due to consuming Rawbble. It is always important to provide your dog with plenty of water while feeding on Rawbble.
If you are looking for a raw option, we recommend RAWBBLE Freeze-Dried Food for Dogs. It pairs very well with our RAWBBLE Wet or Dry Food.
Yes. We use High Pressure Processing (HPP). HPP kills pathogenic bacteria through high-pressure water based technology. It is a USDA approved process and ensures our products are safe for you to handle and your dog to enjoy!
When we reformulated RAWBBLE we added chicken to our fish recipe to achieve the best desired texture and consistency.
We’re constantly refining and improving our products. After we launched RAWBBLE Freeze-Dried, a lot of our consumers requested it be rehydratable. You’ll notice that our new formula is slightly softer, which is better for rehydration. Additionally, RAWBBLE now has higher protein levels and better packaging. Our ingredient panel is still one of the best in the industry plus we’ve kept the convenience of our small kibble-like shapes. We also were able to lower our price!
Jerky Treats
The glucosamine and chondroitin in our Hip & Joint Jerky is a great, daily supplemental amount. Both our glucosamine and our chondroitin are USA sourced from natural sources. Our chondroitin is extracted from bovine cartilage tissue, and our glucosamine is the only 100% vegetarian glucosamine on the market.
Both our glucosamine and our chondroitin are USA sourced from natural sources. Our chondroitin is extracted from bovine cartilage tissue, and our glucosamine is the only 100% vegetarian glucosamine on the market. It is manufactured through a patented fermentation process to harvest from a vegetable source grown in the USA.
Our jerky is produced in small batches so the size of each stick varies. This means the calories per stick vary too. Approximate kcal/stick:
Chicken = 82 kcal ME/stick
Beef Liver = 73.7 kcal ME/stick
Salmon = 93.5 kcal ME/stick
There are 2,400 mg/kg; 34 mg/stick of glucosamine and 1,200 mg/kg; 17 mg/stick of chondroitin. Both our glucosamine and our chondroitin are USA sourced from natural sources.
Our jerky is made in small batches to ensure the highest quality product, and as a result, you may notice variability in each batch. Just like homemade cookies, every batch of jerky will differ slightly.
Pocket Trainers
Yes, all BIXBI products are made in the USA.
No, none of our products contain xylitol or artificial sweeteners.
Maple syrup is a natural preservative and helps our Trainers remain moist and delicious for your pup to enjoy!
Bark Pops
Bark Pops are made in a human grade facility and safe for both you and your dog to enjoy. Just make sure next time he saves some Pops for your pup too!
Mushroom Supplements
It’s best to keep BIXBI supplements at room temperature. Exposure to moisture for long periods of time will reduce the shelf life of the product.
Sometimes we hear from customers who received their order of supplements in the mail and they’re concerned that the canister of mushrooms was sitting in a hot mailbox for an afternoon. Not to worry! Our supplements are unaffected by temperatures under 121 ̊C (249 ̊F).
If you are having trouble feeding the supplement to your pet, we recommend mixing it with peanut butter or broth. This turns it into a gravy, which pets often love!
Yes, you can double the dose of our supplement(s) for the first week. After one week, please reduce to the recommended dose.
BIXBI supplements are certified organic by Oregon Tilth.
Our Joints formula contains Natural Eggshell Membrane (NEM®), which is not organic. However all other ingredients in this formula are certified USDA organic.
It is safe for your pet with chicken allergies to take the Joints supplement. However, because NEM is from the membrane of an egg, we do not recommend the Joint supplement for pets with an egg allergy.
Safe use in pregnant, breeding or nursing dogs has not been proven. It is important to contact your vet before administering any supplements to your pregnant or nursing dog.
Yes, our supplements are safe for all ages and breeds.
We dry the mushrooms in a HEPA filtered forced air dryer at 160-180 degrees. Beta Glucans (Polysaccharides) are very heat stable and are not damaged by these temperatures.
It is safe to give your pet two BIXBI supplements at once. By giving your pet two supplements, there are a variety of biologically active compounds that can be effective. We do not recommend combing more than 2 supplements.
