Frequently Asked Questions
General
What is ESSENTIAL FOODS?
Established since 2013, ESSENTIAL FOODS is British born, and salutes the long-established connection between a quintessentially English countryside lifestyle and the superior quality of the local produce. We’re proud that our range of meals is cooked and prepared in Britain, using a selection of ingredients sourced in England, Scotland or Wales.
We prepare and cook our meals with pride. Meals that we know absolutely make a difference to the 250,000 customers, we so proudly serve on a daily basis. If you ask us, being born grain-free, BOF-approved and containing only carefully selected high-end ingredients, while never, ever compromising on our quality for the sake of making a penny more in profit, is what constitutes true luxury.
Our mission is to make a difference and help dogs and cats achieve healthier and better lives through their eating habits. We simply feel committed to it.
Why should I feed my dog or cat ESSENTIAL FOODS meals?
ESSENTIAL FOODS pride ourselves in providing the best quality meals for your dogs and cats, and therefore improving and prolonging their lives through healthy eating.
(A) Healthy & Natural Recipes:
Our recipes only contain human-grade, GMO-free and responsibly-sourced ingredients. No artificial flavours, added colours or preservatives. All ESSENTIALS’ meals are also FEDIAF-approved.
(B) Finest British Ingredients: Our British heritage rests on our pledge to continue using a selection of the high-end British ingredients sourced in England, Scotland or Wales. Our choice of using Gressingham Duck, Scottish Salmon, Salisbury Rainbow Trout, etc; reflects the best quality of ingredients that goes into our meals. And each of them is carefully selected to contribute to your pets' health and well-being.
(D) Minimum 70% Meat Content: No meat meals or grains used. Our high fresh meat content and the low preparation temperature means your dogs and cats get exceptional nutritional values vs. mass-branded pet foods.
(E) Unique BOF Formulation: Behavioural Optimising Food (BOF) is the principle of developing food to match your dog’s or cat’s natural diet. It keeps the blood sugar levels stable throughout the day. In the same way that it applies to people, when the blood sugar is running low or high, significant fluctuations both mentally and physically take place. All of our meals are composed in order to avoid these fluctuations. (Read more)
To top if off, we provide TOTAL SATISFACTION GUARANTEE. If you are dissatisfied with the product for any reasons, do write it in to us and we will provide you with a FULL refund (see Refund Policy). Your happiness is our top priority!
Is ESSENTIAL FOODS approved by any guidelines?
Our recipes are approved by the European Pet Food Industry Federation (FEDIAF). Similar to AAFCO in the United States, FEDIAF guidelines ensure that pet food is fit and safe for the purpose of feeding pets, whilst at the same time meeting the relevant requirements of European legislation.
What is the BOF Principle?
BOF (Behavioural Optimising Food) is the principle of developing food to match the natural diet of your dog. Our meals make sure your dog's blood sugar level remains stable. It's high fresh meat content stimulates natural instincts and our low preparation temperature means the dog receives the highest possible nutritional value. Berries, seeds and herbs mimic the stomach of the natural prey, and the size of the kibble makes sure the feed is chewed before being swallowed.
Where can I buy ESSENTIALS meals?
For now, all ESSENTIAL FOODS meals can only be bought through our online store (www.essentialfoods.sg). We will announce it on our page when other retail channels are available.
Are all your prices net prices?
Yes. All item prices listed are net prices. You will only be charged additional shipping fees if applicable.
Do you offer other products than meals (kibble)?
We are looking at expanding our product offerings to ESSENTIAL FOODS treats and accessories in the near future. Please feel free to let us know if you are interested in any potential products we could offer to Singapore customers.
Does ESSENTIAL FOODS donate to any charitable causes?
ESSENTIAL FOODS are about much more than just profits. We constantly donate to animal welfare causes, particularly in the European region. For a full list of contributions made, please visit: https://www.essentialfoods.com/charity-programme
How do I contact ESSENTIAL FOODS for help?
Do not hesitate to contact us for any questions or help required. You may reach us at
- Email: contact@essentialfoods.sg
- Whatsapp only: +65 8788 6430
Do note that our operating hours are Monday to Friday, 9am to 6pm (excluding public holidays). We will try our best to get back to you as soon as possible.
Meals
Where do you make all the ESSENTIALS meals?
ESSENTIAL FOODS meals are 100% made in the United Kingdom. Our high-end ingredients are sourced from England, Scotland or Wales, then the meals are produced in England.
What are the ingredients used in each ESSENTIALS meal?
Each individual ingredient in a meal is carefully selected for its ability to contribute to the dog’s good health and well-being. Our British heritage rests on our pledge to continue using a selection of the finest British ingredients sourced in England, Scotland or Wales. Our choice of using Gressingham Duck, Scottish Salmon, Salisbury Rainbow Trout, etc; reflects the best quality of ingredients that goes into our meals.
Ingredients are also human-grade, GMO-free and responsibly-sourced. No artificial flavours, added colours or preservatives. For example, instead of artificial preservatives, we use Rosemary extract to preserve our meals as naturally and gently as possible.
For a full list of ingredients in each meal, please refer to each product page for more details.
What is the kibble size for each meal?
For all 2.5KG Meals for dogs, the kibble is ~0.8cm in size (except for THE BEGINNING - LARGE BREED’s croquette size is ~1.8cm).
For all 1.5KG Meals for cats, the kibble is ~0.9 - 1.0 cm in size.
How should I store ESSENTIALS meals?
We recommend that all meals should be stored in a cool, dry place; away from direct sunlight and in an airtight container. This will ensure the last meal tastes as good as the first.
How long can I store ESSENTIALS meals for?
All ESSENTIAL FOODS meals are able to last for 12 to 15 months from the date of production. To see the accurate expiry date of your bag, please refer to the Best Before Date (BBD) on the bag.
Feeding & Transition
What age and breed of dogs and cats are suitable for ESSENTIALS meals?
Our suite of meals ensure there will be a meal suitable for dogs and cats of all breeds and ages.
- THE BEGINNING (SMALL BREED) - Puppies and juniors (below the age of 10-12 months) with an expected adult weight below 15 kg.
- THE BEGINNING (LARGE BREED) - Puppies and juniors (below the age of 10-12 months) with an expected adult weight of 15 kg and above.
- SUPERIOR LIVING - Adult dogs of all breeds
- NAUTICAL LIVING - Adult dogs of all breeds
- ESTATE LIVING - Adult dogs of all breeds
- THE JAGUAR - Adult cats of all breeds
- LITTLE LION - Kittens (below the age of 10-12 months) of all breeds
- THE PANTHER - (1) sterilised/neutered cats, (2) indoor/inactive/weight-loss lifestyles and (3) older/senior cats (7+ years)
Can I feed THE BEGINNING (SMALL BREED) to large breed puppies or vice versa?
We do not recommend that as your dog might under or over take the nutritional value as it should.
For small breed puppies, i.e adult expected to weigh less than 15kg, please feed THE BEGINNING (SMALL BREED), which has a nutrient content in the feed balanced for their higher metabolic rate.
For large breed puppies, i.e adult expected to weigh 15kg or more, please feed THE BEGINNING (LARGE BREED), which has a lower protein value - overfeeding large breed puppies can cause obesity and joint related developmental issues.
How do I choose between all the ESSENTIAL FOODS meals?
ESSENTIALS meals are catered for all types of pets. When choosing an ESSENTIAL meal, please take into consideration the age and breed of your dog or cat. Please refer to each product page for more information. IMPORTANT: please take note of any ingredients that your pets might be allergic to.
How much do I need to feed my pet?
Please refer to the feeding guide at the end of each product page. Please note that it is only a generic guide and feeding amount should be tailored according to your pet’s dietary needs. (Read more on the other questions stated below)
Please feel free to reach out to us for individual advice.
How should I transition my pet from another food to ESSENTIAL FOODS?
To transit your dog or cat from another pet food to ESSENTIAL FOODS, first make sure that your pet is not facing any existing digestive issues (i.e your pet is currently having firm poop).
Next, adopt a gradual method in terms of mixing ESSENTIAL FOODS (EF) kibbles to his current meal. A gradual method will give your pet’s digestive system time to adjust to their new food and will also reduce the chances of digestive upset.
- Day 1-5: 20% EF, 80% old diet
- Day 6-8: 40% EF, 60% old diet
- Day 9-11: 60% EF, 40% old diet
- Day 12-13: 80% EF, 20% old diet
- Day 14 onwards: 100% EF
IMPORTANT: Please note that the length of the transition period should be catered accordingly to your pet’s digestive sensitivity.
Please feel free to reach out to us for individual advice.
Why is my dog not finishing the ESSENTIALS meal?
Most dogs can not withstand the taste of ESSENTIALS. However, it can happen that they do not eat up. This is not because they are picky eaters, but because ESSENTIALS give a different feeling of satiety. The dog is naturally saturated. If your dog is very picky, try pouring some warm water over the feed.
Why does my dog have looser or larger quantities of stools after transitioning to ESSENTIAL FOODS?
As a general rule, the amount and shape of your dog's stools says a lot about the quality of what is served. If your dog is experiencing an increased amount of stool after switching to ESSENTIALS, it is very likely you haven't yet found the correct meal size for your dog.
Dogs sometimes have loose stools if their kibble is changed too quickly. This is due to differences in ingredients of different products and their digestive system is unable to adapt immediately. If your dog is having loose stools, transit slowly and decrease the ratio of ESSENTIALS meals to your previous diet.
For larger stools, it is also in part due to the digestive system needing more time to adapt to the new kibble. Give them some time and the most important thing is to make sure their Body Conditioning Score (BCS) is good during this period. Having a good BCS allows us to know that they are eating the right amount.
Please feel free to reach out to us for individual advice.
Shipping & Returns
How much is your delivery fee?
For all orders within Singapore, we charge a flat fee of SGD $4.99* regardless of order size.
*LIMITED TIME OFFER: Free shipping on ALL orders!
How long does it take to deliver once I place my order?
After your order has been processed, it will take about 2-3 working days to deliver. You may check the delivery status on your order status page via the tracking number after it has been shipped.
Which days do you deliver?
We deliver every day except for Sunday.
Do you do same-day delivery?
Unfortunately, we do not offer same-day delivery.
Can I opt for self-collection?
Yes. Self pickup is available at our warehouse (Nicol's Logistics). Please select self-pickup upon checking out and you will receive a confirmation email.
Address:
8 Jalan Kilang Timor
Kewalram House #04-12
Singaproe 159305
Operating hours:
Mondays-Fridays (9am - 5pm)
Saturdays (9am-12pm)
I’m located outside of Singapore, can you ship to me?
If you are a customer located outside of Singapore, please reach out to us and check whether we are able to fulfil your order via alternative arrangements.
How do I change my shipping address for the next order?
If you have signed up for an account, you can edit your account details on the account page. Simply log in to your account, and click on “Addresses” to edit your shipping address.
What if I receive damaged or wrong products?
We will gladly replace another one for you immediately. If we are unable to replace, a FULL refund will be issued.
*IMPORTANT: To be eligible for any damaged or wrong items refund, please email your request to us within 5 days from the delivery date and attach clear photo evidences in the same email.
What if I’m not satisfied with the product?
At ESSENTIALS, we offer TOTAL SATISFACTION GUARANTEE! Should there be anything you are dissatisfied with the product, simply reach out to us and we will offer you a FULL refund!
Once we process your request, simply pack the items you wish to return and we will send you the instructions on how to return them (yes, totally free of charge!).
Please note that it is only eligible for products bought from our online store, and return requests made within 30 days upon receiving the items.
For more details, please refer to our Refund Policy.
Payments
What payment methods do you accept?
We offer Mastercard, Visa, AMEX, UnionPay, Google Pay and Apple Pay.
Do you accept any other payment methods?
Unfortunately, we do not accept other payments. If you face difficulty paying with our current payment methods, please contact us for help.
How long do you take to process the refund?
After we have received your returned item, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed and you have not received your refunds, please contact us.
How do I apply for discount codes?
You may enter the code during check-out, on the right side of the page.
Why is my discount code not working?
Some discount codes only apply under certain conditions, please ensure that you have the right discount code. Please contact us if you have any difficulties applying the right discount code.