FAQS

FEEDING & NUTRITION ABOUT THE RECIPE ABOUT GENIUS SUBSCRIPTIONS ORDERS & SHIPPING STORAGE & FRESHNESS

FEEDING & NUTRITION

  • How much should I feed my dog?

    Every dog is different, so the feeding guide on the back of the bag is just a starting point.

    The amount your dog needs will depend on their age, breed, activity level and body condition. Adjust the daily amount as needed to help maintain an ideal weight.

    If you're unsure how much to feed, we'd be happy to help.

  • How do I transition my dog to Genius Pet Food?

    We recommend transitioning over 7–10 days by gradually increasing the amount of Genius while reducing your dog's current food.

    If your dog has a particularly sensitive stomach or has been eating the same food for a long time, a slower transition over 10–14 days may be more comfortable.

  • Is Genius suitable for puppies?

    Yes.

    Our Ocean Fish recipe is formulated to provide complete and balanced nutrition for all life stages, including the growth of large-breed puppies.

    An approximate feeding guide for puppies is available on our Ocean Fish product page.

    As every puppy grows at a different rate, these amounts are intended as a starting point and can be adjusted to suit your puppy's age, growth and body condition.

    If you'd like personalised feeding advice, we'd be happy to help.

  • Is Genius suitable for senior dogs?

    Absolutely.

    Our Ocean Fish recipe provides highly digestible protein and Omega-3 fatty acids to help support healthy skin, joints and overall wellbeing as dogs age.

    As with all dogs, simply adjust the feeding amount to suit their activity level and body condition.

  • Is Genius suitable for dogs with sensitive skin?

    Yes.

    Our Ocean Fish recipe uses fish as its animal protein source and is naturally rich in Omega-3 fatty acids from New Zealand King Salmon and fish oil, making it an excellent choice for many dogs with sensitive skin.

    Because every dog's skin problems are different, we're always happy to discuss whether Genius is likely to be suitable for your dog's individual situation.

  • Is Genius suitable for dogs with sensitive stomachs?

    Yes.

    Our recipe contains highly digestible fish protein and carefully selected ingredients that are gentle on the digestive system.

    Many dogs with sensitive stomachs do very well on Genius, but we always recommend transitioning gradually over 7–10 days.

  • Is Genius suitable for dogs with pancreatitis?

    Many dogs with a history of pancreatitis do very well on our Ocean Fish recipe.

    At around 12% fat, it's lower in fat than many premium dog foods. However, if your dog has had a recent or severe episode of pancreatitis, or has been prescribed a therapeutic veterinary diet, we recommend following your veterinarian's advice first.

    If you're unsure whether Genius is right for your dog, we'd be happy to discuss your dog's individual circumstances.

  • Can I feed Genius alongside wet food or a raw diet?

    Yes.

    Many owners choose to feed Genius alongside fresh or raw foods.

    Just remember that any additional foods will change your dog's overall diet, so you may need to reduce the amount of Genius to avoid overfeeding. If you're feeding a growing puppy or a dog with a medical condition, we're happy to advise on the best approach.

  • My dog won't eat the food. What should I do?

    Some dogs take a little time to adjust to a new food, particularly if they've been eating the same diet for a long time.

    A slower transition, slightly moistening the kibble with warm water, or using a few crushed Koi Carp Treats as a topper can often help encourage reluctant eaters.

    We also have two blogs full of practical tips for encouraging fussy dogs to eat:

    If your dog is still refusing the food after several days, please get in touch.

    We'd be happy to help troubleshoot and work out the best approach for your dog.

ABOUT THE RECIPE

  • How is Genius Pet Food formulated?

    Our Ocean Fish recipe was developed by veterinarian Dr Paula Short after years of helping dogs with skin, digestive and nutritional problems.

    The formulation was then refined alongside an experienced animal nutritionist and independently tested by the Massey University Nutrition Laboratory to ensure it provides complete and balanced nutrition for dogs of all life stages.

  • Does Genius Ocean Fish meet AAFCO standards?

    Yes.

    Our Ocean Fish recipe is formulated to meet the AAFCO nutrient profiles for dogs of all life stages, including the growth of large-breed puppies.

    Our finished product has also been independently analysed by the Massey University Nutrition Laboratory to confirm it meets those nutritional standards.

    No additional supplements are needed unless recommended by your veterinarian.

  • Why don't you make separate puppy, adult and senior recipes?

    Our Ocean Fish recipe is formulated for all life stages, including the growth of large-breed puppies.

    Rather than changing the recipe as your dog ages, the amount you feed simply changes to match their age, size and activity level.

    This means your dog can stay on the same food throughout their life, and households with multiple dogs don't need to buy separate puppy, adult and senior diets.

  • Why does a fish recipe contain chicken fat?

    Chicken fat is included because it's an excellent source of Omega-6 fatty acids, which complement the Omega-3s from fish oil. Together, they help support healthy skin, a shiny coat and a strong skin barrier.

    A healthy skin barrier is one of your dog's most important defences against allergens, irritants and moisture loss.

    Importantly, food allergies are caused by proteins, not fats. Chicken fat is not considered a common trigger for chicken food allergies.

  • Does the food smell fishy?

    We understand your concern as non-one likes fishy breath. Luckily, Genius Ocean Fish has just the right amount of fishy smell to appeal to our furry family members without being offensive to human noses!

  • Is Genius Ocean Fish an extruded kibble?

    Yes. Genius Ocean Fish is an extruded dry food.

    Extrusion is the most common way dry pet food is made, but not all extrusion processes are the same. Our food is cooked using carefully controlled temperatures and short cooking times to help preserve the quality of the ingredients while producing a safe, complete and balanced diet.

    We believe it's the quality of the ingredients and the finished nutritional profile that matter most - not simply the manufacturing method.

ABOUT GENIUS

  • Who owns Genius Pet Food?

    Genius Pet Food was founded by veterinarian Dr Paula Short after years of helping dogs with skin, digestive and other nutrition-related problems in clinical practice.

    Frustrated by the lack of premium New Zealand-made options, she created Genius Pet Food to provide dog owners with a food made from carefully selected ingredients and backed by science.

    Today, Genius remains a proudly New Zealand-owned family business, and Paula is still closely involved in every aspect of the business - from product development to personally answering customer nutrition questions.

  • Where is Genius Pet Food made?

    Our food and treats are proudly made in New Zealand by export-certified pet food manufacturers.

    We deliberately manufacture in an export-certified facilities because they meet high quality, safety and consistency standards.

    Our food is produced in small batches to help ensure every bag is as fresh as possible.

  • Does Genius Pet Food contain artificial colours or preservatives?

    No. We don't use any artificial colours or preservatives.

    Instead, we preserve our food naturally using rosemary extract, green tea extract and spearmint extract.

    Because we use natural preservatives, we recommend using your dog food within 8-12 weeks of opening for the best freshness.

  • Are your bags recyclable?

    Our 2.5 kg bags can be recycled through participating Soft Plastic Recycling collection points.

    Our 9 kg bags are made from a heavier-duty material to help protect the food during storage and transport, so they aren't currently recyclable.

    We're always looking for more sustainable packaging options and will make changes as suitable alternatives become available.

SUBSCRIPTIONS

  • How often should I have my dog food delivered?

    Start by using the feeding guide on our Ocean Fish product page to estimate how long a bag will last for your dog. You can then choose a delivery frequency that suits your needs.

    Don't worry if you don't get it exactly right. You can log in to your subscription portal at any time to bring your next order forward, delay it, skip a delivery or change your delivery schedule.

  • Is there a minimum commitment?

    No. There is no minimum number of orders and no long-term commitment.

    You can change, skip, pause or cancel your subscription whenever you need to, provided your next order has not already been processed.

  • Will I receive a reminder before my next order is processed?

    Yes. We’ll send you an email 2 days before your next subscription order is processed.

    This gives you time to check your upcoming order and make any changes, such as skipping the delivery or changing the order date.

    Please make sure the email address connected to your subscription is current, and check your spam or promotions folder if you aren’t receiving our emails.

  • When will I be charged for my next order?

    Your payment will be processed automatically around 4-5pm on the next order date shown in your subscription portal.

    Once payment has been successfully processed, your order will be sent to our warehouse for packing and dispatch.

  • How do I access and manage my subscription?

    Click on the Manage Your Subscription link at the bottom of our website homepage.

    From there you can view your upcoming orders, change your delivery schedule, update your payment or delivery details, pause or skip an order and cancel your subscription.

  • How do I change my delivery address?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal click on Account and then Manage Addresses. Here you can update the shipping address connected to your subscription.

    Please make the change before your next order is processed as once your order has shipped we are unable to change the delivery address.

  • How do I change my delivery frequency?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal click on Subscriptions, choose the subscription you want to update and select your new delivery frequency.

    Click the Save Changes button to apply the new delivery frequency to your subscription.

    You will see the next order date update in real time and if you click on Future Orders you can also see rescheduled dates for all future orders.

  • How do I change my next order date?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal you will see your next order date. You can then either choose Send Now to have your subscription order process immediately, Reschedule to alter the next order to a specific date (make sure you save the changes) or Skip to completely skip the next order.

  • How do I skip my next order?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal you will see your next order date. You can then choose Skip to completely skip the next order.

    If you change your mind you can click Unskip.

  • How do I pause my next order?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal select the subscription you want to cancel then scroll down to the Cancel Subscription link. This will give you the option to Pause, Cancel or Keep your subscription.

    You can pause for either 1, 2 or 3 months. Select the timeframe that you want and click Pause Subscription.

  • How do I add another bag/product to my order?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal scroll down and you will see You May Also Like. Click the Add button under the product you want to add.

    You can then select the quantity and either One-Time Only or As a Subscription (with an order frequency). Then click Add to Order.

    Then you will return to the Your Next Order screen and will see your selection pop up on your next order as either one-time or with the subscription frequency. You will see your normal subscription there as well.

  • How do I update my payment details?

    Log in to your subscription portal and open the payment methods or billing section.

    For security reasons, you may be sent a secure email link to update your card details. Follow the instructions in that email to enter your new payment information.

    Genius Pet Food does not see or store your full card details.

  • What happens if my payment fails?

    We’ll email you if your payment cannot be processed.

    You can then use the secure link provided, or log in to your subscription portal, to check or update your payment details.

    Our payment system may automatically retry the payment after a failed attempt. Your order will not be sent until payment has been successfully processed.

    If you are unsure if your order has processed and you haven't received an order confirmation email then contact us at paula@geniuspetfood.co.nz for help.

  • How do I cancel my subscription?

    Click on the Manage Your Subscription link at the bottom of our website homepage to log in.

    Once in the subscription portal select the subscription you want to cancel then scroll down to the Cancel Subscription link. This will give you the option to Pause, Cancel or Keep your subscription.

    Select Cancel Subscription then Confirm Cancellation.

    Please cancel your subscription before your next order is processed. Cancelling a subscription does not automatically cancel an order that has already been processed and sent to our warehouse.

    We'll be sorry to see you go. If you're happy to share why you're leaving, we'd love to hear from you.

    Your feedback helps us continue improving Genius Pet Food. There is an opportunity to provide feedback during the cancellation process or email us at paula@geniuspetfood.co.nz

  • Who do I contact if I need help with my subscription?

    Please email paula@geniuspetfood.co.nz if you have any trouble accessing or changing your subscription.

    We’re always happy to help you update your schedule, skip an order, change your details or cancel your subscription.

ORDERS & SHIPPING

  • Where can I buy Genius?

    You can purchase Genius Pet Food directly from our website or from a growing number of veterinary clinics and selected pet retailers throughout New Zealand.

    Visit our Stockists page to find your nearest retailer or shop online.

  • Where do you deliver?

    We deliver throughout New Zealand, including rural addresses.

    Orders are shipped from our Auckland warehouse, and delivery times vary depending on your location. You'll receive a tracking email as soon as your order has been dispatched.

    At this stage we don't offer international shipping.

  • How much does shipping cost?

    Shipping costs are calculated at checkout.

    We offer free shipping on orders over $60 anywhere in New Zealand, including rural addresses.

  • When will my order ship?

    We process orders Monday to Friday, excluding public holidays.

    Orders placed before 10:00 am are usually dispatched the same working day. Orders placed after 10:00 am will normally be dispatched the next working day, although we'll always do our best to get them on their way as quickly as possible.

    During particularly busy periods, dispatch may take a little longer, but we'll always work to get your order out as soon as we can.

    You'll receive a shipping confirmation email with tracking details as soon as your order has been dispatched.

    Running low? Email us at paula@geniuspetfood.co.nz and we'll do everything we can to speed up your order.

  • How long will my order take to arrive?

    Once your order has been dispatched, delivery usually takes:

    • Auckland: 1–2 working days
    • Rest of the North Island: 1–3 working days
    • South Island: 2–3 working days
    • Rural addresses: Please allow an extra 1–2 working days.

    Delivery times are estimates and can occasionally be affected by factors outside our control, such as weather or courier delays.

  • Can I track my order?

    Yes. As soon as your order has been been dispatched, we'll email you a tracking link so you can follow your parcel every step of the way.

    If you haven't received your shipping confirmation email, please check your junk or spam folder first. If it's still missing, just contact us and we'll be happy to help.

  • Can I change or cancel my order after I've placed it?

    If your order hasn't already been packed or dispatched, we'll do our best to help.

    Please contact us as soon as possible and we'll let you know what's possible.

  • What should I do if my order hasn't arrived?

    Most orders arrive within the delivery times above, but occasionally courier delays can occur due to weather, ferry disruptions or periods of high demand.

    Your shipping confirmation email contains a tracking link so you can check your parcel's progress. If you still need help, just get in touch and we'll be happy to assist.

  • What should I do if my order arrives damaged or something is missing?

    We're sorry if something isn't right.

    Please contact us as soon as possible with your order number and a brief description of the issue. We'll investigate it promptly and make things right.

STORAGE & FRESHNESS

  • What is the shelf life of Genius Pet Food?

    Our Ocean Fish dog food and Koi Carp Treats both have an 18-month shelf life from the date of manufacture. The best before date is printed on every pack.

    We manufacture fresh batches approximately every 3–4 months, so you can be confident you're receiving fresh, New Zealand-made food, not old stock that's spent months travelling from overseas.

  • How long does the food stay fresh once opened?

    Because we use natural preservatives rather than artificial ones, we recommend using your dog food within 8-12 weeks of opening for the best freshness.

    Keep the bag tightly sealed, store it in a cool, dry place, and leave it in the original bag where possible.

    If you have a small dog and won't use a larger bag within 8-12 weeks, you can freeze part of the food to help maintain its freshness.

  • How should I store my dog food?

    Store your dog food in a cool, dry place away from direct sunlight, heat and humidity.

    Our 2.5 kg bags include a resealable zip lock to help keep the food fresh. After each use, simply press the seal firmly closed.

    Our 9 kg bags don't have a zip lock, so we recommend squeezing as much air out of the bag as possible before rolling the top down tightly and securing it with a clip or peg.

    Proper storage helps maintain the food's freshness, flavour and nutritional quality.

  • Should I keep the food in the original bag or transfer it to a container?

    We recommend keeping your food in its original bag.

    Our packaging is designed to help protect the food from light and air, and it also contains important information such as the batch number and best-before date.

    If you prefer to use a storage container, we recommend placing the entire bag inside the container rather than pouring the kibble directly into it. This helps reduce the food's exposure to air and reduces the build-up of fats and food residues inside the container.

  • Can I freeze Genius Pet Food?

    Yes. Freezing is a great option if you have a small dog and won't use a bag within the recommended 8-12 weeks after opening.

    Simply divide the food into airtight containers or freezer bags before freezing, then allow it to return to room temperature before feeding.

    For the best quality, we recommend using frozen food within 6 months of freezing.