Good morning Jenny,
Thank you for your email. I’m sorry to hear about your concern with our products.
I do want to assure you that we do add raw ground bone to the diet as it’s an essential part of a raw diet—it’s also listed on our ingredient panel. It’s safe and highly digestible when raw. We do not grind to a powder, but rather with a 3/16" grind plate—this means the bone could appear up to approximately 1/4” in size.
The bone in the diet is ground to that size because of the health benefits it provides. A carnivore’s teeth and body are designed to consume bone—especially raw bone, like the bone used in our diets. If it’s ground to a powder, it doesn’t have as many of the benefits. While it may feel sharper to our fingers, your dog’s body is designed to consume and process the bone effectively and safely. As long as the product isn’t being heated, cooked or microwaved, it’s completely safe to use. If rehydrating, be sure to use only cool or warm water, never hot.
The pieces in the picture actually look pretty typical. However, I do understand your concern and would be happy to pass your feedback onto our team. Could you please let me know the size of the bag you were using? I can assure you we’ve not had any other calls on the lot number you provided.
We have not made any adjustments to the food. The differences you’re noticing are simply lot variations. We do make everything in small batches and we use natural ingredients. Because of this, there can be variations from batch to batch. They typically show up in scent, texture, and color. The difference in texture you’re noticing is not at all abnormal Per our satisfaction guarantee, if you’re at all uncomfortable with the purchase, you can certainly exchange the bag out through your retailer. I hope this helps to answer your questions—please let me know if you have any others. Have a great day, Emily Thompson Customer Service & Sales Support Coordinator Stella & Chewy's 2842 S. 5th Ct. Milwaukee, WI 53207 888-477-8977 (toll free) 414-747-9710 (tel) 414-747-9741 (fax) www.stellaandchewys.com Please note that all content in these e-mails are based on average, healthy animals. If your pet has specific health concerns, please consult with your vet. This e-mail and any attachments thereto is/are intended only for the exclusive use of the individual to whom it is addressed. The information in this email and any attachments may be proprietary, confidential or privileged. Any misdirected email or erroneous transmission to an unintended party does not waive the confidential, proprietary or privileged nature of same. If you are not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby put on notice that any use, dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by telephone (888-477-8977) or e-mail and delete all copies of this e-mail and any attachments.