| How can I contact someone at Nutro? |
If you would like to talk with us, please email us now or call us at 1-800-833-5330.
Our Hours of Operation: 7 Days, 8:00 a.m. to 8:00 p.m. Pacific Standard Time.
If you have tried before but could not get through, please try again. We want to hear from you and have added additional staff to be better able to answer your call.
For additional information, please review the list of involved products.
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| I have questions about the pet food recall. How can I get them answered? |
For additional information about the Menu Foods recall, please review the list of Nutro wet canned and pouch products. NOTE: This list has been updated as of May 2, 2007.
You can also contact us at 1-800-833-5330. Our number one priority is to do the right thing for dogs, cats and their owners. We thank you for your patience.
For additional information, please review the list of involved products. |
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| What caused the recent pet food recall? |
On Friday, March 30, the FDA announced it had found a compound called melamine in the pet food that caused the pet illnesses and deaths. The FDA linked the melamine to wheat gluten found in pet foods manufactured by Menu Foods.
It is important to note that none of Nutro's dry or "kibble" pet foods contain wheat gluten and none are manufactured by Menu Foods.
For further updates, please visit the FDA or Pet Food Institute Websites.
For additional information, please review the list of involved products. |
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| How are Nutro products affected? |
Nutro dry or "kibble" pet foods are not affected.
Nutro's biscuits and treats are not affected.
A small portion of our canned and pouch products (also known as "wet" food products) is affected. All affected product has been recalled and removed from store shelves.
Menu Foods is a contract manufacturer that makes canned and small pouch food for a great many branded pet food companies, as well as store-brand pet food. Although Nutro manufactures 90 percent of its own pet foods at Nutro's own plants, a small line of canned and pouch products is contract manufactured by Menu Foods.
For additional information, please review the updated list of involved products. |
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| Does that mean that all pet foods contract manufactured by Menu Foods are essentially the same, just branded under different labels? |
No. As a contract manufacturer for Nutro, Menu Foods creates Nutro brand products according to our own proprietary recipes using our specified ingredients. These formulas are made exclusively for Nutro. As you will find with human foods, there are common ingredients found in most prepared products - salt, for example. Similarly, Nutro's pet foods share some of the same ingredients as other foods. However, the quality of key ingredients, such as meats and proteins, as well as the overall recipes, differ tremendously.
Our recipes and ingredient profiles are the result of years of research and development, and meet the highest quality standards for nutrition and taste.
For additional information, please review the list of involved products. |
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| What is being done to recall the affected products? |
Nutro has ordered the immediate discontinuation of all sales of the involved products, removal of these products from retail stores, and the isolation of product in warehouses and distribution centers. All products included in the recall are being removed from store shelves.
For additional information, please review the list of involved products. |
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| What Nutro products are on the recall list? |
• 3.0 oz Cat Pouch Products
• 3.0 oz Cat Can Products as listed. (NEW May 2, 2007)
• 5.3oz Dog Pouch Products
• Certain Dog 12.5 oz. as listed.
No dry Nutro pet foods, biscuits or treats are impacted by this matter and no other canned or pouch products are subject to this recall. Nutro's dry dog and cat foods are produced at Nutro's company owned manufacturing plants.
For additional information, please review the list of involved products. |
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| Are any other brands involved in the Menu recall? |
Menu Foods is a contract manufacturer that makes canned and small pouch foods for Nutro Products and many other pet food manufacturers in North America. Menu Foods enacted a voluntary product recall of specific "wet" canned and pouch dog and cat foods that it had produced in North America for over 50 dog and 40 cat pet food brands.
For additional information, please review the list of involved products. |
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| What should I do if I have been feeding my pet food from the recall list? |
Discontinue feeding your pet any food on the recall list.
Monitor your pet for any symptoms of illness, specifically vomiting, lethargy, reduced urination, or lack of appetite. If your pet shows signs of illness, take them to a veterinarian immediately.
For additional information, please review the list of involved products. |
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| What should I do if I purchased food from the recall list? |
Return the product to the retail outlet that you purchased it from.
Consumers should call 1-800-833-5330 for additional information if needed.
We are gathering information from consumers who have been impacted by feeding affected product manufactured at Menu Foods that match recall product lists.
All Nutro products are 100% money back guaranteed.
Our top priority is to do the right thing for dogs, cats and their owners. We thank you for your patience.
For additional information, please review the list of involved products. |
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| Does Nutro manufacture their pet foods? |
Nutro manufactures our dry dog and cat kibble at our company owned manufacturing facilities. Our 'wet' cans and pouches are contract manufactured.
For additional information, please review the list of involved products. |
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| Why does Nutro use Menu Foods as a contract manufacturer for production of wet foods? |
Canned and foil pouch wet foods are a small part of Nutro's overall production. Our limited volume does not allow Nutro (and a great many other pet food companies), the economy of scale required to own a wet food facility.
We use a contract manufacturer because they provide wet food production capacity and expertise. Contract manufacturers are required to follow strict quality standards in the production of Nutro's wet products. Nutro is implementing additional guidelines that will ensure that the quality control measures used by our co-manufacturers and their suppliers are strengthened so that this deeply troubling situation never happens again.
For additional information, please review the list of involved products. |
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| What is Nutro doing to prevent a recall like this from happening again? |
This is an industry-wide issue. Nutro is working closely with the Pet Food Institute (www.petfoodinstitute.org) along with pet health experts from the U.S. Food and Drug Administration ( www.fda.gov ) to provide our customers with the most current information concerning this issue. As we learn more we will keep you up to date on any findings. In addition, we will be implementing additional guidelines that will ensure that the quality control measures used by our co-manufacturers and their suppliers are strengthened so that this deeply troubling situation never happens again.
For additional information, please review the list of involved products. |
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| Do Nutro's dry pet foods contain wheat gluten? |
No. None of Nutro's dry or "kibble" pet foods contain the ingredient wheat gluten.
For additional information, please review the list of involved products. |
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| What about Nutro's "treat" and "jerky" products? Do they contain wheat gluten? |
While some of Nutro's "treat" and "jerky" products do contain wheat gluten, we can assure you that none of the wheat gluten used in these treats was or is imported and more specifically, none was sourced from China or the Chinese manufacturer suspected by the FDA of distributing the compromised wheat gluten. Nutro's "treats" and "jerky" products are NOT manufactured by Menu Foods and are NOT included in the Menu Foods recall.
For additional information, please review the list of involved products. |
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| Will Nutro pay for veterinarian bills for customers whose pets were impacted by the recalled products? |
As Nutro has always done, we will treat our customers fairly and with compassion. Our customers who have suffered through an illness or death of their pet and feel a Nutro product in any way contributed to that illness or death, should contact our Consumer Services Department at 800-833-5330 and provide the information requested. These requests will be resolved as quickly as possible.
For additional information, please review the list of involved products. |
Nutro is preparing to implement additional guidelines that will ensure that the quality control measures used by our co-manufacturers and their suppliers are strengthened so that this deeply troubling situation never happens again. We are working on finalizing these additional guidelines now and we will make them available publicly once we have done so.
For additional information, please review the list of involved products. |
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| What is wheat gluten and why is it only included in wet foods? Don't some dry foods contain wheat as well? |
Wheat gluten is a protein product that has been extracted from wheat and is used in both human and pet foods. It was developed in China and remains popular in Asian countries. About 70 percent of the wheat gluten used in the United States for human and pet food is imported from the European Union and from Asia.
While wheat is commonly included in human and pet food products, wheat gluten is considered a separate, distinct ingredient. From the information we have received to date, only wheat gluten has been tied to the Menu Foods recall - not wheat. Further, Nutro does not use imported wheat in any of its products.
For additional information, please review the list of involved products. |
