FAQ
Q: Are all the ingredients in Ishca’s food made in Japan?
A: Yes, everything is domestically sourced except for the olive oil.
The venison is harvested in Kyoto and processed in an authorized facility.
The vegetables and rice are also organically grown locally in Kyoto.
We deliver safe and reliable pet food made with ingredients that are of the same quality as those used for human food.
Q: How should I store Ishca’s food?
A: Ishca’s food contains no preservatives or additives.
Our Premium Line products are made to order and delivered fresh, refrigerated.
Please store them in your fridge at home and consume them as soon as possible after opening.
The packaging is vacuum-sealed, so you can freeze it at home, but please note that the texture may degrade.
For our Basic Line products, please store them in a cool place between 15°C and 25°C, away from direct sunlight and high humidity.
As with the premium products, once opened, please store them in the fridge and consume as soon as possible.
Q: What is the shelf life of Ishca’s food?
A:
Premium Line products: When stored in the fridge at or below 4°C, they last for 2 to 3 weeks from the manufacturing date (varies by product).
Basic Line products: When stored in a cool place between 15°C and 25°C, away from direct sunlight and high humidity, they last for 2 years from the manufacturing date.
After opening, please handle the product in a clean environment and serve it as soon as possible, just like other fresh processed foods.
Ishca’s food contains no preservatives. The speed at which food spoils can vary depending on the season.
Please check the condition of the product and your dog’s health, and make a decision based on what you feel is best for your dog.
Q: Are there any concerns about parasites in the venison?
A: The venison used in Ishca’s food is sourced from authorized processing facilities in Kyoto, where it is butchered and processed for human consumption, so you can rest assured it is of the utmost quality.
Additionally, Ishca’s food is manufactured in accordance with the Ministry of Agriculture, Forestry, and Fisheries’ “Pet Food Safety Act” (for ensuring the safety of pet food).
Q: Do you offer samples?
A: Yes, we offer a special trial set. Shipping is free, so feel free to give it a try!
*We regret to inform you that we are unable to offer shipping outside of Japan at this time.
Q: Can my dog eat Ishca’s food if it has allergies?
A: Ishca fully discloses all the ingredients used in our products. Please check the ingredient list for details.
Our Premium Line products are made to order, so if your dog has allergies, we recommend ordering the premium products and requesting the removal of any specific ingredients. We will provide food tailored specifically for your dog.
Additionally, if you notice any unusual negative changes in your dog’s health after feeding them Ishca’s food, please consult a veterinarian immediately.
Q: Can Ishca’s food be given to any breed or age of dog?
A: Yes, it can be given to any dog. We provide a feeding calculator form to help determine the appropriate amount for your dog, which you can check.
For puppies, it’s recommended not to use Ishca’s food as a main meal, but rather as a topping or treat. In that case, be sure to monitor the total calorie intake to avoid exceeding the daily requirement.
The amount to be given depends on the dog’s weight, life stage, and health condition, so please check and adjust accordingly.
Q: How should I serve the food?
A: Place the food in a bowl and warm it to body temperature before serving.
Be careful not to overheat it, as it could burn your dog.
Q: How should I use Ishca’s food if I’m combining it with dry food?
A: It’s perfectly fine to mix Ishca’s food with commercial biscuits or use it as a topping.
Please be careful not to exceed your dog’s daily required calorie intake.
We provide a feeding calculator form where you can check the necessary calories and portion for your dog.
Q: Is it possible to purchase Ishca products in stores?
A: Ishca does not have physical stores. Please make your purchase through our online shop.
For those living near Kyotango, direct pickup is available. Please contact us for more details.
Q: What payment methods are available?
A: Ishca’s online shop accepts credit card payments and bank transfers (prepayment).
Q: Can I change the payment method?
A: Once the order is confirmed, the payment method cannot be changed.
Q: I haven’t received the order confirmation email.
A: We apologize for the inconvenience.
Please check if an email from order@ishca.jp has ended up in your spam folder.
If you still cannot find it, please contact us through the inquiry form.
Q: I would like to change or cancel my order.
A: You can change or cancel your order only before shipping has been arranged.
You can make changes or cancellations from your purchase history on your account page.
For any inquiries regarding the operation, please contact us through the inquiry page.
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Please note that we cannot accommodate changes to the products or quantities.
You will need to cancel the original order and place a new one. We appreciate your understanding. -
Some products may not be eligible for changes, so please contact us if you have any questions.
Q: My ordered product hasn’t arrived.
A: We apologize for the inconvenience.
To investigate the issue, please provide the order number listed in your order confirmation email and contact us through the inquiry form.
Q: Can I place an order by phone or fax?
A: We do not accept orders by phone or fax.
Please place your order through our online store.
For those living nearby, direct pick-up is available. Please contact us for more details.
Q: How long does it take for the order to be delivered after placing the order?
A: Delivery time varies depending on the product.
Premium Line products are handmade after each order. These are shipped within 7 business days after the order is placed.
Basic Line products will be shipped within 3 business days after the order is placed.
Q: Can I specify the delivery date and time?
A: It depends on the product.
For premium products, we are unable to specify a delivery date. However, if you include your preferred delivery time in the note section, we will try to accommodate it.
For basic products, you can specify the preferred delivery date and time during the order process.
Q: Can I return or exchange products?
A: We do not accept returns or exchanges after the product has been shipped due to customer reactions (e.g., incorrect order, unsuitability of the product to the dog, etc.).
Additionally, products have a storage limit set by the shipping company. If the product is not accepted by the customer before the storage period ends, the product will be returned to our company.
For inquiries regarding the product, please contact us within 3 days of receiving the item.
We take great care in ensuring the quality and packaging of our products. However, if there are any issues, please contact us within 3 days of receiving the item via the “Contact Form” on our website. After confirming, we will provide you with the return address and further instructions.
Q: Is there a deadline for returns and exchanges?
A: Please make sure to contact us within 3 days of receiving the product.
We do not accept returns or exchanges after this period.
