FAQ
Order Information
What is your shipping policy?
What is your shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
How do I track my order?
How do I track my order?
After your order is processed, you will receive an email with tracking information in it. If you haven’t received this information within 2-3 business days, please send us an email with your order number and we’ll investigate the issue. Don’t forget to check your junk mail folder. customerservice@neato.com
How long will it take my order to arrive?
How long will it take my order to arrive?
We ship out all orders within 2-3 business days. Your package typically arrives 3-5 days after it is shipped.
Where does Finley's ship?
Where does Finley's ship?
We ship throughout the USA, Hawaii, Alaska, and most US territories and military bases.
Does Finley's ship overseas?
Does Finley's ship overseas?
We do not ship overseas at this time.
How much is shipping?
How much is shipping?
We offer free shipping on orders over $60.
Otherwise, shipping is calculated at check out specific to the delivery address you provide.
Can I pick my products up from your facility or may I have a tour?
Can I pick my products up from your facility or may I have a tour?
We appreciate this question, however; we do not offer local pick up or offer tours at this time to the public.
Subscribe & Save
How does subscribing work?
How does subscribing work?
We offer a discount for Subscribe & Save customers.
When you’re shopping for any Finley’s products, select the Subscribe & Save option on the product page when you add the item to your cart. Choose the product, frequency, and order! It's that easy.
Can I add more products or skip an order in my subscription?
Can I add more products or skip an order in my subscription?
Yes, you are in full control!
To manage your account, simply log in to your account on our website or click here.
First, log in to your account. From there, you can add more treats, change the frequency, skip or cancel your order, update personal info like address and credit card.
Any questions, just let us know by contacting us here!
Can I use a discount code on subscription orders?
Can I use a discount code on subscription orders?
Subscribe and Save Customers receive 5% off their orders.
At this time, we cannot combine discounts.
Returns, Refunds & Exchanges
What is your return and refund process?
What is your return and refund process?
All return and refund information can be found here.
We do our best to help in these situations and understand there are always unique situations we aren’t expecting.
Please note, products outside our 30-day purchase window will not be eligible for a return or refund.
What if my pet doesn't like the product?
What if my pet doesn't like the product?
We do our best to make sure every dog has the best Finley's experience. Sometimes they just don’t like the product. If that happens, please send an email to customerservice@neato.com with your order number and we will be happy to help!
Please note, any products purchased from one of our amazing retail partners will require you to work directly with the retailer to resolve your concern.
We’re here to help, so please reach out before leaving us a review!
Can I exchange an item for something else?
Can I exchange an item for something else?
We are unable to offer exchanges at this time. You are able to place a new order at any time.
For defective or damaged products, please email us at customerservice@neato.com to arrange for a refund or exchange.
What is the best way to get in touch?
What is the best way to get in touch?
If you have additional questions or comments, please reach out to us at customerservice@neato.com or through the "contact us" page on our site.
We respond to emails Monday through Friday during normal business hours.
If there is an issue, we will do everything we can to make it right as quickly as possible!
Product Information
How do I know your products are safe for my dog?
How do I know your products are safe for my dog?
Our quality control and safety standards exceed the Association of American Feed Control Officials (AAFCO) standards for pet food. Our ingredients meet stringent U.S. quality standards. Our products are free from fillers, by-products, and artificial colors and flavors.
We test for pathogenic bacteria throughout the entire manufacturing process, including the finished products, before they ever leave the manufacturing facility.
Grains are tested for aflatoxins, and meat ingredients are tested for salmonella, E. Coli and other pathogenic bacteria.
All of our products must pass salmonella testing before we can ship them off to you.
Are your treats All-Natural?
Are your treats All-Natural?
Yes! We use natural ingredients and preservatives to guarantee your pup gets the most delicious, healthy, and fresh treats at all times.
Our ingredient list is short for a reason. Every treat is free of fillers, by-products, and artificial colors, flavors, or preservatives. If we wouldn’t feed it to Finley, we wouldn’t feed it to your dog. Read more about our product promise here.
How many treats can I give my dog per day?
How many treats can I give my dog per day?
As a general rule, treats should not make up more than 10% of your dog’s daily calorie intake.
For our benefit bars, we recommend you use the feeding guidelines based on your dog’s weight and found on the back of each Benefit Bar package.
If you have any questions, please consult your veterinarian for recommendations specific to your pet. We cannot provide veterinary advice.
Are Finley's treats for all breeds and sizes?
Are Finley's treats for all breeds and sizes?
Our treats meet the needs of all pets no matter their age, size, or ability to sit, stay, shake, roll, or jump!
Where do your ingredients come from?
Where do your ingredients come from?
Our ingredients are globally sourced and crafted in the USA. We do not source ingredients from China.
We purposefully pack our products with the essential superfoods and natural ingredients your dog loves.
Our globally sourced ingredients like cinnamon, lamb, duck, and coconut oil come from suppliers that meet our highest standards. Read more about our consciously crafted approach.
Are any of your products vegan?
Are any of your products vegan?
Although we don’t make this claim, our customers point out often that our Blueberry and Coconut, Peanut Butter and Banana, and Peanut Butter Pumpkin Biscuits meet that need among pet parents.
Do your products contain any allergens?
Do your products contain any allergens?
Although we try to avoid ingredients that are common allergens for dogs, please check the product listing for each flavor. There is a complete ingredient disclosure.
If you have any questions, please consult your veterinarian related to your dog’s specific needs. We cannot provide veterinary advice.
Mission Information
How does your mission work?
How does your mission work?
Finley’s is committed to reducing barriers to employment for people with disabilities.
One in four Americans have a disability and over 80% of them are unemployed or underemployed. This equates to over 45 million Americans! In Canada, 6.2 million Canadians have a disability, and over 2.5 million are unemployed.
Together, we can change that! Read more about us here and learn more about our partnerships here.
Why do you say “every bag sold supports people with disabilities” on your packaging?
Why do you say “every bag sold supports people with disabilities” on your packaging?
Without the sales of our products, we cannot execute our mission to bring inclusion to the pet industry and beyond.
We recognize jobs are an important part of our mission, but not the only avenue we choose to support. Finley's gives to local organizations in the communities where our products are sold, and we make every effort to keep those contributions in your community.
Finley's is a proud sponsor of Special Olympics, the Chris Nikic Foundation, and many local non-profits committed to inclusion. In addition, we invest in partnerships for those closest to our mission, so representation of all people is found across all our sales and marketing efforts. Without your support, Finley's wouldn’t be able to make a difference.
We ask our customers and retail partners to help us identify who in their community we can help, and encourage you to share with finleys@klnfamilybrands.com!
Do you receive government funding in exchange for your mission?
Do you receive government funding in exchange for your mission?
No, Finley's does not receive additional funding, grants, or kickbacks for being inclusive.
We believe in meeting people where they are and allowing them to be a valued member of our team just like anyone else.
We work alongside organizations that support community employment; however, they are paid just like anyone else doing the same job at an equal wage.
We do not utilize the sub minimum wage model that some state and federal governments allow.
If you have suggestions to improve our employment model, we encourage you to share them as we are always looking to improve to better support people and pets of all abilities.