FAQ

General

Reviews
We always love to hear what our customers think of our delicious food. To collect these wonderful comments from our customers, we use Trustpilot. 
According to Article VI.99, §7 WER, the published product reviews come from consumers who have actually used or purchased the product. Consumers are automatically invited to write a review following the purchase of a product on the Edgard&Cooper webshop. 
According to Article VI.100, 25° WER, all product reviews collected by an automatic invitation are verified by Trustpilot to be from customer who have purchased a product on the Edgard & Cooper webshop. If an organic review is flagged as fake, this review is removed from the Trustpilot website and unable to be used on the Edgard & Cooper website. 

Contact Edgard & Cooper customer service

If you have any questions or concerns, please do not hesitate to contact us.

We would love to hear from you, contact us on:

Email:support@helpall0rder.com

Address: 709 53RD ST BROOKLYN，NY 11220

B Corp Certification Notice

“Certified B Corporation” is a trademark licensed by B Lab, a private non-profit organization, to companies like ours that have successfully completed the B Impact Assessment (“BIA”) and therefore meet the requirements set by B Lab for social and environmental performance, accountability, and transparency.
It is specified that B Lab is not a conformity assessment body as defined by Regulation (EU) No 765/2008, nor is it a national, European, or international standardization body as per Regulation (EU) No 1025/2012. The criteria of the BIA are distinct and independent from the harmonized standards resulting from ISO norms or other standardization bodies, and they are not ratified by national or European public institutions.

T&Cs Edgard & Cooper x WILD competition

Article 1 – Terms and conditions
These terms and conditions apply to the Edgard & Cooper x WILD competition 2025, which is organised by 4 HEALTHY PETS NV/SA, with registered offices at Belgium, 8500 Kortrijk, Spinnerijstraat 101 box 23, and registered in the Crossroad Bank for Enterprises under the number 0550.614.263 (hereafter referred to as “E&C”) during the period starting on 28/03/2025 14:00PM CET (UTC+1H) until 31/03/2025 09:00AM CET (UTC+2H).
By participating in the Edgard & Cooper x WILD competition 2025, each participant accepts and adheres to these terms and conditions. Each participant has had the opportunity to read and understand these terms and conditions prior to participating in the Edgard & Cooper x WILD competition 2025.
Article 2 - Participation
Employees, agents or any other persons involved in a contractual service relationship with Edgard & Cooper or WILD are not allowed to participate in the Edgard & Cooper x WILD competition 2025. Participants must be able to provide proof of their identity at any time in order for E&C to monitor and, if necessary, sanction possible abuses or fraud.
All persons who participate in an organised context to the Edgard & Cooper x WILD competition 2025 or in the context of any legal or de facto association, or in any other way cooperate with a view to increasing their chances, who are suspected of fraud by E&C or who use artificial intelligence or other artificial computer techniques or algorithms (“robots”) to increase the odds of winning or manipulate the results are immediately disqualified.
Participants must be 18 years or older. E&C is entitled to refuse the prize resulting from the Edgard & Cooper x WILD competition 2025 to minors. Only private persons are allowed to participate in the Edgard & Cooper x WILD competition 2025 using their personal Instagram account. Instagram accounts owned or managed by corporations, institutions, organisations or any other form of legal entity are not allowed to participate in the Edgard & Cooper x WILD competition 2025.
Article 3 – Edgard & Cooper x WILD competition 2025 and prize
In order to successfully participate in the Edgard & Cooper x WILD competition 2025, participants must follow both the Edgard & Cooper Instagram account (https://www.instagram.com/edgardcooper) and the WILD Instagram account (https://www.instagram.com/wildrefill), like the competition post, and comment why they should win this prize.
A jury appointed by E&C will internally vote on their comment, taking into account the following criteria: originality and effort. The winner is entitled to one WILD deodorant in a limited edition cat case of their choice (pink or purple) plus 6 months’ worth of WILD deodorant refills (6 refills), a total worth £47. And one month of free Edgard & Cooper cat food - of their choice - with a maximum product value of €80. Product value is based on the pricing of our products as displayed on the Edgard & Cooper website www.edgardcooper.com and WILD website https://wearewild.com/. The prizes will be shipped individually to the winners’ provided address. All prizes are personal and therefore non-transferable and cannot be exchanged for money or anything else.
In a case a winner does not claim its prize within a period of one month after the announcement of the winners of the Edgard & Cooper x WILD competition 2025, that winner will lose its prize.
E&C will announce the winners on www.instagram.com/edgardcooper, the latest within a period of seven days following the end date of the Edgard & Cooper x WILD competition 2025. E&C is entitled to refuse any prize in case of non compliance of a participant with one or more of these terms and conditions.
Article 4 – legal disclaimer
It is not allowed to participate in the Edgard & Cooper x WILD competition 2025 and to make comments that include references to political symbols or opinions or that includes any kind of (or reference to) racism, sexism, bigotry, xenophobia, homophobia, transphobia or pornography. It is not allowed to violate the privacy of others, to publicly insult other private persons or institutions. Failure to comply with this clause will result into immediate disqualification, without prejudice to E&C right to claim for additional damages.
Each participant shall fully indemnify E&C against any claims of third parties as a result of infringement of this clause and/or as a result of any infringement on any intellectual property rights of any third party.
Participation in the Edgard & Cooper x WILD competition 2025 implies acceptance of all provisions of these terms and conditions, including any subsequent amendments that are necessary, for example in case of force majeure. These terms are governed by Belgian law. Any disputes arising from this or otherwise related to the promotion or the website will be submitted to the competent court in Kortrijk (Belgium).
If you have any queries or comments about this contest, please contact us via the website at https://www.edgardcooper.com/. You can also find our full privacy policy on our website.

Find Edgard & Cooper Near You!

Looking to pick up your favorite Edgard & Cooper products in a store near you? We’ve got you covered! With a growing network of physical resellers, you can find our delicious and nutritious pet food in many local stores.
How to Find a Store Near You:
It’s simple! Use our Store Locator to quickly find the nearest retailer that stocks Edgard & Cooper products. Just enter your location, and the tool will show you all the nearby stores.
 Sustainability

Why don’t you use Tetra Pak like some of the other brands?

We make our cups and tins out of metal – namely aluminium, steel and tin. These are brilliant materials for storing food. By sealing our wet food in watertight, airtight tins and cups, we keep it fresh and full of goodness - without any need for refrigeration. Saves carbon and energy.
Why metal? Well, metals can be used again and again without any loss of quality. In contrast, Tetra-Paks are made of laminated layers of carton, aluminium and plastic. Although they can technically be recycled, each time this happens, the quality of the materials downgrades. What’s more, Tetra Paks are not always accepted in household recycling – so many of them often end up in landfill. Tetra-Pak’s own website says that in Europe, just 37% of cartons are recycled.
In contrast, the recycling rate for metals in Europe is incredibly high at 75%! So thanks, and keep up the good work!

When are you getting rid of your shrink wrap around tins?

We’ve started discussions with our supplier on this and as a result, we’ve already implemented our multipacks wrapped in cardboard. However, we’re not there yet and our manufacturers currently don’t have the right machines to be able to eliminate the plastic immediately – but we’re working with them on it.

What are you doing about excess packaging across your range?

As part of our Zero Pawprint Plan we want to work to reduce the volume of our secondary packaging as well as eliminating single use plastic altogether by 2025. We’re even exploring the possibility of reusable and refillable formats, which is currently being trialed in Paris.

Why did Edgard & Cooper set Science-Based Targets?

We want to tread lightly on the planet and thus logically need to reduce our carbon footprint throughout our operations. However, by how much do we need to reduce in order to really do our fair share in stopping climate change? That we didn’t know.
To meet the 1.5-degree goal set by the Paris Agreement, we need to cut global greenhouse emissions in half by 2030. That is a ‘job’ not only for Edgard & Cooper but will involve every company, every inhabitant, every government to make behaviour changes and act upon it. If we all would live like an average Belgian, we would need 3.8 planets to cater our needs! And fact check, we only have 1 that cannot renew itself without a mass extinction so we better treat it well…
Science-based targets provide a clearly-defined pathway for companies to reduce greenhouse gas (GHG) emissions, helping prevent the worst impacts of climate change and future-proof business growth.
Targets are considered ‘science-based’ if they are in line with what the latest climate science deems necessary to meet the goals of the Paris Agreement – limiting global warming to well-below 2°C above pre-industrial levels and pursuing efforts to limit warming to 1.5°C.
So that raises the question, if global greenhouse emissions need to half by 2030; which impact does this have on our specific operations? Can we simply assume to half our footprint?
Well no, it is not that simple. First of all, calculating our baseline is tricky. All emissions need to be included; all transport, ingredients, us driving our cars but also all electricity used to produce our products. That is a big bunch of data – don’t you think? To make sure we’re off to a good start, we’ve partnered up with a 3rd party - Carbon Intelligence - to set our baseline straight, validate our ambitions and set science-based targets to make sure we’re doing our fair share and basically not ending up ‘doing too little’. Our scope 1 and 2 emissions needed to be reduced by 50% however, as we’re part of the race to zero – we’ll even take it further than that and do our best to reduce our scope 1 and 2 emissions by 100% by 2025. What about our scope 3 emissions? Well, as it turns out 87% of our total emissions originated from our ingredients and so in order to achieve our targets, our emissions need to reduce by 46.2% in absolute reductions (and this while still tripling sales!).

How are you going to reduce your ecological footprint?

When working together with Carbon Intelligence, we also made our initial step in creating a roadmap to reduce our footprint. Although this is definitely not the final version, it does shed some light on what we will tackle the first years.
In our scope 1 and 2 emissions, we’re part of the ‘race to zero’. This means that we’re going to do our utmost best to eliminate all emissions coming from our direct operations. This includes shifting to electric vehicles, running our offices and warehouse on 100% renewables etc. Although commuting between our houses and the office is seen as scope 3 emissions – the company fleet (and thus the miles beyond commuting and business travel) is scope 1 and needs to be eliminated by 2025. Easy peasy, right?
It gets complicated when we look at our scope 3 emissions. Do you remember that ingredients accounted for almost 90% of our total emissions? Right – so that means we’ll need to work hard on reducing our footprint specifically in that area. As proposed by Carbon Intelligence, that could involve eliminating beef products, reducing the meat content (hello plant based) but it will also involve us working together with our manufacturers to make the production process greener and keep an eye on our logistic partners to make their fleet run on ‘water’ rather than petroleum.
So lots of things we can and need to consider so stay tuned for all projects to come.

Edgard & Cooper Foundation

Why do you not support local projects?

The mission of the Edgard & Cooper Foundation is to end the suffering of all dogs and cats. To do so, we’re donating to several projects that support at least 1 of our 3 goals:
  • Stop the suffering of dogs and cats.
  • Help people understand what cats and dogs need.
  • Champion the legal rights of cats and dogs.
As the Foundation is an independent organization to Edgard & Cooper; it is up to the Foundation to decide where donations will create the biggest impact and will help mitigate the highest need.
In the Foundation’s experience, the need for help in non-local countries (outside of Europe where Edgard & Cooper products are sold) is very high. Resources in place are very limited and there is little to no government support. Without the support of NGOs and donations like the ones from the Foundation, little would change and suffering would just be as common as access to sunlight for us. This is exactly why the Foundation wants to step in first and help break the cycle of neglect.
That doesn’t mean the Foundation is blind to the many fantastic projects in our local countries and they do leave the door open for discussion around local projects at the next strategic review.

Does the Foundation donate to local animal shelters?

Currently, the Edgard & Cooper Foundation does not donate food to local shelters. 
Here's why:
  • The Edgard & Cooper Foundation operates independently and receives 1% of annual sales from Edgard & Cooper. Since the Foundation does not receive goods or products, it cannot commit to food donations.
  • The Edgard & Cooper Foundation’s donations are focused on projects which look toachieve long-term, sustainable change, as opposed to short-term goals or one-off food donations.
However, Edgard & Cooper, the company, is committed to minimizing food waste as part of our Zero Pawprint Plan. We donate nearly expired food, broken bags, and other items to local shelters, ensuring that no food goes to waste and lots of tails keep wagging!

What is the mission of the Foundation?

The Foundation is dedicated to improving the lives of cats and dogs today while preventing harm in the future. Its mission is to end the avoidable suffering of cats and dogs. 
The Foundation defines suffering as a violation of one of the Five Freedoms, a set of internationally recognized standards:
  • Freedom from hunger and thirst
  • Freedom from distress and fear
  • Freedom from pain, disease, or injury
  • Freedom from discomfort
  • Freedom to express normal behavior
By adhering to these principles, the Foundation strives to create a better world for cats and dogs.

How do you select your projects and ensure full support?

The Foundation opens its grant applications annually. Registered charities that support dogs and cats, align with the Foundation’s goals, and operate in non-commercial countries are encouraged to apply.
The Foundation evaluates each project using its Theory of Change framework to understand the potential impact of the donation. This process includes thorough discussions with key people and project managers, as well as asking detailed questions to ensure that donations are used as intended and make the greatest possible impact.

What are the 3 goals of the Foundation?

1. To stop the avoidable suffering of dogs and cats
The Foundation seeks out projects that tackle issues, addressing the root causes while treating the symptoms. This might include projects that neuter and vaccinate the populations, medical treatment, housing, re-homing & feeding.
2. To help people understand what cats and dogs need
The Foundation will fund projects that educate and inspire responsible behaviours because this will create systemic, long-term change.
3. To champion the legal rights of cats and dogs
The Foundation will fund innovative work to ensure legal protection is in place, implemented correctly, and to further support and evidence the Universal Declaration of Animal Welfare supporting the growing global movement to protect and develop the rights of dogs and cats.
The Foundation aims to support projects where the need is high (and not much other support is available) and the impact is big. It is the Foundation’s intention not only to stop the immediate suffering (such as setting up vaccinating programmes or building a new shelter) but also to close the circle of neglect. After all, if the Foundation only supports projects that put a bandage on the blister – suffering will never truly stop.
General Mills

Why was the decision made to sell Edgard & Cooper? And why to General Mills?

It’s no secret that we want to deliver healthy and nutritious food to as many pets as possible and up until now we have grown within the European pet food market but we don’t want to stop here. Our dream is to become a leading global pet food player, and we believe that General Mills can help us achieve this dream.
General Mills is a leading consumer packaged goods company whose purpose is making food the world loves. They’re known for their iconic brands like Häagen-Dazs (and let’s be honest, who doesn’t know their delicious ice cream?), Nature Valley and Blue Buffalo and for putting people and the planet at the heart of their business.
Their values and mission matches ours, so for us this will result in a beautiful partnership, where together we will strive to deliver our nutritious food to as many pets as possible!

Will you continue to be committed to sustainability and ethical sourcing?

100%. General Mills understands the significance of sustainability and ethical sourcing. As we become part of General Mills, we are fully committed to upholding and furthering Edgard & Cooper's existing commitments and science-based targets.
As one of the pillars of General Mills strategy, they are committed to standing for good and making a meaningful impact on people and the planet.
We are excited about the opportunity to collectively share, learn and enhance our sustainability practices in the years to come. Our shared expertise will enable us to enhance Edgard & Cooper's sustainability initiatives and make meaningful contributions to environmental and social responsibility.

A message from Edgard & Cooper’s founders

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Dear loyal customer,
As many of you know, our story started in 2016 with our dogs, Edgard and Cooper, when they were both unwell. With nothing on the market that could help, we started experimenting with recipes that included natural ingredients such as fresh meat, fish and nutritious offal. Cooper finally approved our new product by showing off his firm poo. And so we were ready to launch in Belgium and, soon after, the rest of Europe.
Over the years, our food has helped so many dogs and cats. We hear your individual stories about our food’s positive impact on your pets’ health daily. Nothing energizes us more, pushing us to keep building the brand every day.
Today marks a significant milestone in our journey as we embark on a new chapter in our mission. We are happy to announce that we are joining General Mills.
With their support of our ‘food-for-pets’ philosophy of using real, natural ingredients, we can reach more dogs and cats worldwide while staying true to our brand’s values of sustainability and charity, which are so dear to us.

You and your pet are the reason we exist, and so we are happy to answer any questions you may have. As founders, we stay on board and keep improving the business with our passionate team.

Koen, Louis and Jürgen

What will change? What is the impact for me and my pet as consumers?

Just to be clear and straight forward about this, absolutely nothing will change for you and your beloved pet(s). We will continue to offer the same nutritious products that you and your pet love so much.
Our three amazing founders will stay on board, their commitment remains steadfast. They believe in the vision, passion, and expertise that have driven our success from day one. The same goes for all the other employees that have helped shape Edgard & Cooper into the brand we are today.

Delivery, returns & order issues

Shipping

From which country will my order be shipped?
Depending on your country, your order will be shipped from one of our warehouses in the following locations: 
  • UK orders: our warehouse in the UK
  • Italian orders: our warehouse in Italy
  • Spanish orders: our warehouse in Spain
  • All other orders: our main warehouse in Belgium
Delivery times and shipping costs
Delivery times vary based on your country, location, and when your order is placed. Please take note of the cut-off time for your country when reviewing your estimated delivery.
  • Orders placed before the specified cut-off time on a business day will be shipped the same day.
  • Orders placed after the cut-off time on a business day will be shipped on the next business day.
  • Orders placed on weekends or public holidays will also be shipped on the next business day.
Please consider these factors when reviewing your country's estimated delivery time.
Additionally, delivery speed may be affected by the operating schedule of our shipping carriers, particularly on weekends and public holidays. Deliveries may take longer for customers in remote regions.
Edgard & Cooper does not deliver to islands.

Free shipping on orders over €60; orders under €60 incur a €5.99 shipping fee.

Can my order be redirected to a different address?
If you have already completed your order, we cannot change the address to which it's being sent. The order will be shipped to the address that was provided. 
If your order is being shipped to the wrong address and you will not be able to receive the delivery or retrieve it from a parcel shop near to the delivery address, we invite you contact our customer service team. 
They will take a look at the tracking information. Once the order has been returned to our warehouse, they will have a new order sent to the correct address. 

Returns

How to return an order
Returns

We accept returns of unopened products under the following conditions. We cannot accept returns of products that have been opened. 
Returns can be requested within 15 days of delivery. The day your order is delivered is day one of this window.
If you receive your order on Monday, April 1st, you must contact us to request the return shipping label by April 15th. If you wait until April 16th, it will be too late.
How to return an order

If you must make a partial or entire order return, you must request a return shipping label from our customer support team. Be sure to inlude the following information in your request:
  • The reason for the return
  • Which products you wish to return (exact product name and flavor, exact amount to be returned)
  • Whether you prefer a direct refund or webshop voucher
Once you receive the return shipping label, you have 14 days to send the parcel as per the instructions provided by our customer support team.
Please allow 14 days for returns to be inspected and for any direct refunds to appear in your account.
 You can request a return by clicking the button at the bottom left of this screen.
Return shipping label fee

If you choose a direct refund, the fee for the return shipping label will be deducted from your refund. The remainder of the total will be refunded to you. Our customer support team will inform you of the cost, no worries, no surprises.
If you choose a refund in the form of an Edgard & Cooper webshop voucher, the entire sum of your order will be refunded to you in voucher form.

Order issues

My order was not delivered to me

My parcel was supposedly delivered, but it was not delivered to me and I cannot find it. No worries, we'll help you resolve it.
What to do if your parcel is delivered, but you can't find it

You've waited for your parcel until the estimated delivery date has passed, and your furry friend doesn't have their delicious food yet?🙀
Our delivery partners do their best to get your parcel delivered in two wags of a dog's tail, but it can happen on rare occasion that deliveries are delayed--especially during busy holiday periods or when a region is experiencing traffic disruptions due to strikes.
We suggest the following: 
  • Check the tracking information in case it was taken to a pick-up point
  • Check with your neighbors or local businesses
  • Check around the exterior of your home where parcels might be hidden from sight
Still can't find your parcel?

We're sorry to learn that your parcel cannot be found. No worries, the Edgard & Cooper customer support team is here to help! 
Contact us and provide the following information, depending on your country 
  • Your order number
  • The email address for your order
If your country is not in this list and you are unsure of your carrier, please contact us and provide a clear and concise explanation of your situation.
Yes, we really need the form to launch a quick investigation. Don't worry, we'll make sure your parcel reaches your doorstep safely.

Payment & discount codes

Payments

Which payment methods do you accept?

One-time orders

We accept the following payment methods for one-time orders:
  • Credit card
  • PayPal
  • Bancontact
  • iDEAL
  • Belfius Direct Net
  • KBC/CBC Payment
Subscription orders

We accept the following payment methods for subscription orders:
  • Credit Card (Visa, MasterCard, American Express and Maestro)
  • Visa Debit & Mastercard Debit (Read more)
  • PayPal
  • Google Pay
  • Apple Pay
Your card must be enabled for recurring e-commerce transactions.
Secure Payment

Payments made through our site are secure. You can rest assured that your payment details are safe with us.
We take fraud very seriously, therefore all credit and debit card holders are subject to validation and authorisation.

You may be presented with 3D Secure authentication when you make a payment on our site. 3D Secure is a protocol which provides an additional security layer for online credit and debit card transactions. This is dependent on your bank or card issuer and may require you to enter a password or retrieve a security code via email or phone.

My payment was declined, what should I do?

1. Do the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:
  • Check the card details to make sure the information is correct, e.g. the expiry date or your billing address.
  • Make sure you enter the security code correctly.
  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
  • If you've checked all of the above, try paying with another card.
 2. Who to contact

If your payment has been declined through the 3D secure security measures, then you’ll need to contact your bank for further information. 
If you've received an error message, contact our Customer Happiness Team via support@helpall0rder.com with as many details as you can about the issue - including a screenshot of the error message you receive, and we'll try to resolve it as soon as we can.

How do I get an invoice for my order?

Unfortunately, due to technical limitations in our system, it is not possible to create VAT invoices for professional customers ordering through our private website. 
Our B2C platform can unfortunately only process sales to private customers. Our B2B platform is only accessible to professional customers who purchase a significant quantity from us. However, invoices without a VAT number can now be downloaded via your order history in your account once your order has been delivered. 
If you would like to receive professional invoices for your business, please contact an Edgard & Cooper partner who is able to process sales to business customers.

Discounts

Where can I get a promo code to use on my order?

We understand that our customers like to get their hands on a great deal from time to time.
If it's a discount code that you're after - we send these to our customers in our newsletters. Sometimes you'll spot a code on our social media or the banner on our website too - keep your eyes peeled!
You can also receive belly rubs (or points) in our loyalty program and exchange them for a discount code to use on our webshop.
Or you can start a subscription with us, and get 5% off each order.

Can I use more than one discount code on my order?

Using a discount code on your order? You can only use one per order.