1. [Payment] What kinds of paying methods that I can use?
For now, we accept three kinds of paying methods, credit card, ATM transfer, and convenience store ibon machine payment.
2. [Payment] Which credit card I can use to pay?
We use government approved "ECPAY" to process credit card payment
Real Nature website will not save and know your any credit card information
ECPAY accept VISA/ MASTER/ JCB card, including VISA and MasterCard debit card
But sorry that you can not use cards, such as AE, Diners, Discover, UnionPay, and post office ATM card.

We will absorb the transaction fee from the payment by card on our website.
3. [Payment] How to use ATM money transfer to pay?
Please choose ATM transfer when checkout, system will show an ATM transfer account for your order.
Please remember this ATM account, then go to an ATM nearby or use online ATM transfer, and type in this account to complete the payment.
4. [Payment] Why I can not use convenience store ibon payment to pay the product, which is at lower price?
Because the transaction fee of convenience store payment for every order is up to 30 NTD!
Based on cost consideration, we can only accept order over 400NTD use ibon to pay.

Then, why I can use ibon payment to buy the taster pack before?
Because the taster pack is for free, customer only have to pay the delivery fee 40NTD.
If using ibon payment (we have to afford transaction fee 30NTD), we will lose 30NTD + the cost of offering free taster pack
We apologize for any inconvenience it may have caused, and thank you for understanding.
5. [Oder] How to change my order, delivery address, cancel the order?
winkOrder status Unfulfilled
Change the order:
    Once the order is placed, the content can't be change. Please log in your account, cancel the order, then place a new order. (※3.)
Change the address:
    Order is unfulfilled, please log in your account before 12am, click the order "I want to contact" email to us or call our customer service directly.
Cancel the order:
    Order is unfulfilled, you can "Log In" your account > enter "Check My Order/ Q&A/ Order Cancellation Check" and click "Cancel My Order", then the order will be canceled.

(All the change above please complete before 12am on delivery day to avoid processing your application late due to system time delay. Thank you!)

winkOrder status Fulfilled 
Change or cancel the order:
    Sorry the order can't be canceled after your order has been packed and it's on the way to you.
    Please see question 10 below after receiving the product, apply for returns & replacements.

※1. Once the order is canceled, it can't be reverted.
※2. If the order in under packaging, sorry we can't cancel the order for you.
※3. Please note that if you cancel the order and place a new one, the in-stock products is based on the website page at the time!
6. [Oder] Where is the free choosing on the old website?
Want to match between different formulas just like on the old website before?
Don't worry!
We have the same service on the new website!
If you want to buy dry dog food 4 kg pack,
Please enter any dog food 4 kg pack pages,
There is a red word written "promotion" under the price,
According to different membership promotion, you can click it and choose the products you like!
7. [Delivery] When can I get my product after placing the order?
In-stock products:
    Order before 1pm on Monday to Thursday. The order will be shipped on the same day, and usually arrive next day.
    Order before 2pm. The order will be shipped on the same day, arrive on next Monday.
    Order between Friday 2pm and Monday 1pm. The order will be shipped on Monday, usually arrive on Tuesday.
    (It may need 1-2 more working days, if you’re not at home to receive the package timely, the address is in remote area, or due to other factors.)

    According to announcement on our official website, LINE@, and Facebook fanpage.

Because of regulatory restrictions, logistics will not deliver in most area on Saturday and Sunday.
If you have an urgent need, and hope the package will arrive on Saturday, please write the remarks.
We will try communicating with the logistics, but still we can't promise the package will arrive on Saturday!

※Actual delivery time may adjust depends on order amount, packages may be delivered earlier or delayed.
※After placing the order, please pay attention to the package pick up and e-mail notice.
8. [Delivery] What kind of shipping method you have? What should I do if I am not at home to receive the package on weekdays?
For now, we provide deliver-to-home service through HCT Logistics, Kerry TJ Logistics, and Maple Logistics.

If you can't receive the package on weekdays, HCT Logistics provides FamilyMart collect service with product under 8 kg.
Please write detailed FamilyMart store name and address on the remarks.
(If FamilyMart in some areas can't provide this service, the order will be change to standard delivery service.)

Some areas in Taipei City provide Moto Express, the package will arrive on the same day!
Delivery area and regulations of Moto Express please see question 9 below.
9. [Delivery] What is the delivery area & time of Moto Express for Taipei City & New Taipei City?
Delivery area for Taipei City and New Taipei City is written below:
Taipei City: Xinyi, Daan, Songshan, Zhongzheng, Zhongshan, Datong, Wanhua, Nangang, Shilin(only in downtown and Tianmu), Wenshan(only in Mucha)
New Taipei City: Banqiao, Zhonghe, Yonghe, Xinzhuang, Sanchong, Jingmei, Xindian, Xizhi, Jiuzhuang, Luzhou, Wugu, Taishan
Area below in Taipei City and New Taipei City due to far distance, we can't use Moto Express to deliver, please choose standard delivery service.
Beitou Dist. (including Guandu and Yangmingshan), Shilin Dist. (Shezi and Yangmingshan), Ankeng Xindian Dist., Tucheng Dist., Shulin Dist., Shenkeng Dist., Wudu Xizhi Dist., Shuanxi Shilin Dist., Huilong Xinzhuang Dist., Tamsui Dist., north of Wulai Dist.

"Delivery Time"
We usually complete the packing between 2-4pm on working days, then give them to the Moto Express and start delivery.
For Taipei City center area, the package will arrive within 2 hours, other areas will receive within 3-4 hours.
When the package arrive, the recipient or the security guard needs to sign for it within 5 minutes.
Please be considerate of Moto couriers for being busy delivery for the slender delivery fee. According to the regulations, the package can only be delivered once!
If you keep the courier waiting too long or make him deliver in vain, and causing other cost, it will affect your right of choosing Moto Express in the future.

"After delivery, if you can't sign for the package due to personal reasons."
The package will be deliver on the next day through standard delivery service (HCT Logistics, Kerry TJ Logistics, or Maple Logistics), 
and we have to charge 100NTD for re-delivery,
Normally, the package will arrive next day.


If you have any related questions, please contact us during working hours.
Working hours: working day 11:00-17:30
Contact us:+886-2-27117000 #9

10. [Returns&Replacements] I received the package, but what should I do if I want returns & replacements?

You may return or replace the items within 7 days of delivery(start from the next day of arriving).

    Please "Log In" your account > enter "My Orders" and click the order > click "I want to Return" and click "I want to Contact".
    Please send a message to tell us your requirement of replacement, our customer service will contact you to tell you the next step.

    Please "Log In" your account > enter "My Orders" and click the order > click "I want to Return".
    We will process your return application as soon as possible, and send logistics to pick up the package (including giveaway) within 5 working days.
    After we check the package and everything is fine, we will refund you within 5 working days.

※1. Based on food safety, if you received the package over 7 days, we can’t help you with returns & replacements.
※2. If the returns & replacements times is beyond the normal range, it may affect your right of order in the future.
※3. If you have not received your refund, please contact our customer service.
11. [Returns&Replacements] What should I do if I have not picked up my package yet, then the package is returned?
Delivery through HCT Logistics, Kerry TJ Logistics, or Maple Logistics,
if the package can't be delivered successfully first time, they will try delivering 2-3 times.
Please pay attention to the logistics' delivery-to-home or calls.

If because
Personal reasons cause the logistics' delivery unsuccessful,
Or refuse to receive the package from the logistics before our system receive your return application,
Or over the deadline of picking up the package from FamilyMart, and cause the package is return by the logistics,
We will contact you by e-mail or call, deduct the related delivery fee and transaction fee from the refund.
12. [Want to Ask] Why buying many packs is way cheaper than buying one pack?

Because we can save a lot from box, delivery fee, and labor cost.

So we have to give our customers cash back!

This is fair and is taken for granted …

1. [訂購] 折價券如何使用
2. [訂購] 折價券輸入後還沒使用,再輸一次系統跳出「已領取」
3. [訂購] 紅利如何取得?使用方法

1. Do I need to add other supplements for my pet?
Not recommended!

Because we have used medical nutrition therapy, add "enough" nutritional supplements into small kibble.
No need of other supplements !

And to avoid nutrients conflict, do not add products mentioned below:
1. Additives contain "Probiotics"(May cause probiotics compete with each other in intestine. If needed, simple lactobacillus is recommended)
2. Organic and inorganic minerals (To avoid excessive minerals cause danger, and destroy the balance of minerals which is already set)
3. Lecithin (there's no harm of eating more, but has no benefit anymore)
4. Enzymes (Add too much will lower the production of endogenous enzymes in dogs)
5. Vitamins (We already added enough amount, and no thermal damage with our special processing. No need of adding additionally)
6. If skin under normal condition, no need of Omega-3 products(such as fish oil) additionally.
    If having allergic problem, add half of fish oil suggestion amount.

Besides!!! Please Pay Attention!
DO NOT add calcium additionally!And other minerals!
We already add enough calcium, phosphorus, and all the essential minerals.
Adding too much calcium, may cause proportion of calcium and phosphorus unbalance, and affect bone structure of pets.
And cause kidney stone because of taking too much calcium and magnesium for a long period of time.

Please trust us that we add enough amount in our ingredients!
For your pet's health, and for your wallet's safety.
Under normal condition, please do not add other supplements!
If you have any questions, please contact us directly!

Please note that
Real Nature Pet Food do not contain medicine, we use nutrition to support pet's health.
Cannot cure severe disease diagnosed by the vet.
If your vet already prescribed, please follow the vet's suggestion to feed.
Do not stop the medicine just because our products have varied and enough nutritional supplements!
If having any symptoms, please go to the vet immediately, and never give up curing!
1. How to change Real Nature Pet Food for my pet?
Want to change to Real Nature Pet Food and help your pet regain health?

Then how?

Don't worry, when we formulated, we already thought of you.

It relates to 2 points:
1. Medical Nutrition Therapy Formula
This is core technology of RealPower nutritionists!
We include all the nutrition pets need in the small kibble.
Supply possible nutrition which is lack for a long time, so you don't need to add other supplements!

2.Latest Hydrolysis Technology
Pet Food after hydrolysis is easy to digest and absorb for the pets, and reduce the burden of gastrointestinal tract.
Therefore, no need to worry that pets will have gastrointestinal problem after changing to Real Nature.

Then, do I need to change step by step as vet's or other websites' saying?
For most pets, they don't need to change step by step.
Which means, after receiving Real Nature Pet Food, you can feed your pet directly.
Step-by-step changing is unnecessary, and we don't recommend of doing that!

Real Nature products contain enough supplements, such as probiotics, enzymes, vitamins, minerals, etc.
When Real Nature mixes with other feeds contain different types of probiotics, these different probiotics may fight in the intestines, then cause pet not feeling well.
And after mixing with other feed, precious supplement in Real Nature Pet Food may lose its function, because the proportion pets eat is decreased.
By doing so for a long time, not only you can’t see the effects, but also wasting these supplements.

However, some cats got sensitive stomach, they might have loose stools when changing diets. So, their diet may need to be changed step by step and gradually.
If you need someone to help you see whether your pets need to change diet step by step, welcome contact our customer service!

What you are concerned, we have already considered it.
Let your pets start their new healthy life!
1. If you have any problems, welcome to contact us!
Have any questions after buying our products ?
You are welcome to contact us directly!
Calls, Line@, Facebook, and Email are all welcome!

We will reply you as soon as possible after we receive your message!
1. [Production] How often do you produce? And how long does it takes?
2. [Out of Stock] How many dry pet foods should I prepare at home, if I want to buy Real Nature for my pet in the long term?
3. [Out of Stock] Are you using Hunger Marketing?
We are sorry to let you have this feeling!

We promise, we are always preparing for produce.
But the sales volume is always more than our expectation.
We will keep improving this kind of situation.

Please believe that we will never ever use "Hunger Marketing"!

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