Shopper questions
Pet-store questions, indexed
Bringing a dog in, the open-bag guarantee, free-bag rewards, wash-bay walk-ins and delivery around Madison, answered by Moss & Mutt Market.
Can a dog or other pet come into the shop?
Yes. Leashed dogs and carrier- or harness-secured cats and small pets are welcome in every aisle, and the walk-on scale by the door weighs a dog free of charge at any visit. A dog that is nervous around others can have a private 15-minute fitting before morning opening; call ahead to arrange it.
What if a picky cat or dog refuses a new food?
Under the 30-day palatability guarantee, bring back any open bag of dry, freeze-dried or frozen raw food with at least half remaining within 30 days of purchase, and it is exchanged in full for store credit towards another recipe. Eligible open dry bags go to local shelter pantries.
How does the Frequent Buyer free-bag programme work?
Most of the kibble, gently cooked, freeze-dried and frozen raw brands on the shelf run a buy-10 or buy-12, get-one-free programme. The till tracks every bag under a phone number, even when flavours within a brand line change, so there are no barcodes to clip or punch cards to keep.
Does the self-serve dog wash need an appointment?
Walk-ins are welcome whenever a bay is free, but on weekends and rainy days it is worth asking ahead for a 30-minute slot. The $22 covers the waist-high tub and ramp, aprons, oatmeal, deodorising and hypoallergenic shampoos, conditioner, brushes, ear wipes, towels and warm or cool dryers.
Something not covered here? Send a general pet-store enquiry.
How does same-day delivery handle frozen raw food?
Orders placed before 2:00 PM, Monday to Saturday, within the Madison delivery zone arrive the same afternoon in the shop’s own van: free over $59, or $6 under. Frozen raw and gently cooked meals travel in insulated totes with ice packs and stay frozen on a shaded porch for up to four hours.
Can the shop special-order a diet, tank or bag size?
Yes. Distributor deliveries arrive three times a week, so if a manufacturer or one of the four regional natural-pet distributors carries it, the shop can order 25–30 lb bags, cases of canned food, specialist diets or aquarium hardware with no extra shipping fee.
Does the shop sell puppies, kittens or small animals?
No. Puppies, kittens, rabbits and birds are never sold. The shop keeps freshwater community fish, cherry and Amano shrimp, live aquatic plants and feeder insects for reptile keepers, and works with local foster rescues on monthly weekend adoption events.
How much water should I bring for an aquarium test?
About 120 ml (half a cup), taken from mid-depth just before setting off, in a clean glass jar or bottle rinsed with plain tap and tank water only, as soap can skew pH and ammonia readings. A phone photo of the tank and filter model helps with tailored advice.