We’ve compiled a list of FAQ’s where you can learn about Feed and Go. If you can’t find what you’re looking for here though, please get in touch with us by emailing contact@feedandgo.com

Before you buy a Feed and Go:

Do you have a quick video where I can learn more about Feed and Go?
Can I order through Amazon?
How much does postage cost?
Which countries do you ship to?
How quickly will you send me my order?
Are there any payments once I’ve purchased?
How long is the warranty?
Can I get a discount for buying more than one Feed and Go?
Can I control multiple Feed and Go’s from one profile?
What are the dimensions of a Feed and Go?
Does Feed and Go come with a UK or Euro plug too?
How much does a Feed and Go weigh?
I’ve got a determined pet. Will he be able to break in to a Feed and Go?
How many trays are there?
How long can I put wet food in a Feed and Go for?
Does it work with treats too?
Is there an App to control a Feed and Go?
Will it slide around on the ground?
Does the webcam work if it’s dark?
What if my Wi-Fi goes out, will my pet get fed?
How much food can I put into each tray?
What is the feeding tray made from?
Does Feed and Go have a WPS option so I can set it up quickly?
How does the webcam work?
What if there is a power cut?
Will my cat be scared of the noise of a Feed and Go?
How many different feeding schedules will I be able to set?
What animals is Feed and Go designed to work with?

Once you receive your Feed and Go:

What do I do with the thin layer of foam under the tray?
My feeder won’t connect to my router, help!
Help me connect to my Apple Airport router
How do I connect to a Verizon Fios?
The buttons on top, they’re actually touchpad keys, right?
My feeder won’t feed per my schedule but I can manually feed it, what’s going on?
I need both of my Feed and Go’s to feed at exactly the same time, how do I do this?
My pet eats too fast, how can I space out his feeds?
I don’t want to leave my pet’s food out for too long, how can I hide it?
Can I keep the Feed and Go tray in fridge overnight to keep his food chilled?
How can I help wet food stay fresher for longer in the Feed and Go?
My tray didn’t turn completely and now the top left light is flashing, what do I do?
The buttons at the back aren’t working and the feeder is either not feeding properly or not at all. Help!
How can I change the gearbox out?
Can I can I change the top cover out?
How do I train my pet to get used to their Feed and Go?
Why do I need to make sure the tray is 100% dry before I place it back into the feeder/what happens if water gets into the electronics?
Can I buy a spare feeding tray so that I can have a spare?
Is the tray dishwasher proof?
What if I want to send my Feed and Go back?
Can I set the feeder to turn if the tray isn’t in it or if the cover is open?
How can I change the email address on my customer portal?
How do I turn on getting SMS messages when pet has been fed?
Will my feeder time auto update when the times change?
What’s not covered under my warranty?

 

 

Do you have a quick video where I can learn more about Feed and Go?

Yes, and it will take just 30 seconds for you to watch. Click on this link to watch – https://www.youtube.com/watch?v=6vOh0bkZocY

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Can I order through Amazon?

USA: Head to the USA Amazon Feed and Go page

Canada: Head to the Canada Amazon Feed and Go page

UK: Head to the UK Amazon Feed and Go page

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How much does postage cost?

Feed and Go postage is free for over every country we ship to, which is now over 50 countries!

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Which countries do you ship to?

We ship to over 50 countries including the USA, Canada, UK, most of Europe, Asia and Australia. If you’re outside of the USA, UK and Canada, then please visit our store homepage – http://www.feedandgo.com/language/ and select the rest of the World option. You will probably find your country in the list of countries on the address page, but if not, please email us at contact@feedandgo.com and we can probably help you.

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How quickly will you send me my order?

All orders placed before 2pm EST in the USA and 12 Noon in the UK will be dispatched the same day.

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Are there any payments once I’ve purchased?

No, there is nothing to pay once you have ordered your Feed and Go. You have full unlimited access to all our services including accessing your webcam.

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How long is the warranty?

We provide a full 12 month warranty for all Feed and Go’s. To read our warranty in full, please go to – The Feed and Go Warranty Doc

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Can I get a discount for buying more than one Feed and Go?

Yes, we usually have a lower price per unit in place for those of you lucky enough to have more than one pet to feed. If you don’t see a discount in place then get in touch with us at contact@feedandgo.com and we will give you a lower price per unit.

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Can I control multiple Feed and Go’s from one profile?

Yes, you can control unlimited Feed and Go’s from one customer profile, this is very easy.

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What are the dimensions of a Feed and Go?

A Feed and Go measures 19L x 14.5W x 3H (inches).

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Does Feed and Go come with a UK or Euro plug too?

Your Feed and Go will come with a fully interchangeable USA/UK/Euro power plug and USB cable. You can take your Feed and Go anywhere you like.

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How much does a Feed and Go weigh?

A Feed and Go weighs approximately 8lb.

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I’ve got a determined pet. Will he be able to break in to a Feed and Go?

Not unless he is out of control! We designed Feed and Go to be cat and dog proof. To date, only one animal has even gotten into a Feed and Go, and that was a pet pig. We don’t recommend a Feed and Go for pet pigs. If you have a puppy or a really excitable dog, then he will be very eager to get familiar with his new Feed and Go. You may need to train him to use his Feed and Go to ensure he doesn’t cause it any damage. Within the design, there are very stiff springs that mean a pet won’t be able to manually push the tray one way or the other. A Feed and Go also cannot be knocked over.

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How many trays are there?

There are 6 x 8oz feeding trays with in a Feed and Go.

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How long can I put wet food in a Feed and Go for?

This is all down to individual circumstances; how hot it is in the room where your Feed and Go is located and what food you’re storing in it. Generally speaking, we do not recommend leaving wet food in a Feed and Go for longer than 24 hours. However, a little tip for extending the freshness of wet food in a Feed and Go – mix it with vitamin c powder (Ascorbic Acid) which has 2 benefits; 1. It’s a great preservative and 2. It’s really good for your pet!

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Does it work with treats too?

Yes, definitely, and medication too. We work with lots of pet owners that need to feed their pets a combination of food, treats and meds and it’s great for that.

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Is there an App to control a Feed and Go?

Right now, there is no app. However, if you have a smartphone, it’s really easy to place a shortcut to our customer portal on your homepage. Just Google ‘Add website icon to ‘Phone type’ and you will find an answer. Once you’ve done this, just click the icon and it will take you straight there, where your details will be saved so you can just go straight in.

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Will it slide around on the ground?

We designed Feed and Go with a really low center of gravity so it’s really difficult to slide it around. Even more so on wooden floor, as we added 4 rubber feet to the bottom of it.

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Does the webcam work if it’s dark?

No, the webcam will only work when there is light in the room.

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What if my Wi-Fi goes out, will my pet get fed?

Yes it will still work! When we designed Feed and Go, we wanted it to work even if your wi-fi goes out. Once you have a schedule in your Feed and Go, then so long as there is wi-fi at that time, your schedule will be stored within the feeder itself, and not on the internet. This means it will work just fine even if your wi-fi goes down. However, if your wi-fi is down then you will not be able to see the webcam and you will not get a feed confirmation message, and nor will be you be able to schedule any new feeds (other than what’s already stored) until your wi-fi is back up again.

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How much food can I put into each tray?

Each feeding tray can take and 8 ounce serving.

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What is the feeding tray made from?

We made the tray from polyurethane (PP) which is a pet and food friendly plastic. It also helps prevent cat acne.

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Does Feed and Go have a WPS option so I can set it up quickly?

Yes, you can set up a Feed and Go using either WPS or a temporary access point. You can read more about how this works in our set up guide. Here’s a link to it – Feed and Go User Guide

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How does the webcam work?

The webcam faces out from the front of the Feed and Go into the room in which your feeder is located. The webcam also lets you see the feeder turning as it rotates. While it isn’t the primary reason we invented Feed and Go, pet owners are reassured that they can see their pet from a smartphone while they’re away.

To see the webcam, you need to be logged into the customer portal, which is a secure connection.

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What if there is a power cut?

Unfortunately, if there is a power cut at the time of feeding, then your pet will not be fed per his schedule. We do work with many customers that want the comfort of a back up battery, and these are usually on Amazon for around $30 (£20). Get in touch with us if you’d like any advice prior to purchasing a battery back up unit.

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Will my cat be scared of the noise of a Feed and Go?

Yes, it’s possible your cat will be afraid of their Feed and Go at first. They are not used to this scary new device, and now it’s making noises and there’s a motor doing stuff. But fear not, in the animal kingdom food always wins in the end. If your cat is particularly timid then maybe you can be there for the first day or 2 to train him and show him that when the scary noise happens, he gets some good news. In the end he will be just fine.

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How many different feeding schedules will I be able to set?

You can set pretty much unlimited schedules, certainly more than you will ever need.

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What animals is Feed and Go designed to work with?

Primarily we designed Feed and Go to be used with cats and dogs, but we know some people use them with rabbits, falcons and one customer even feeds a local badger.

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Once you receive your Feed and Go:

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What do I do with the thin layer of foam under the tray?

It’s really, REALLY important to remove the piece of foam beneath the tray before you use your Feed and Go. Really, really, REALLY important!

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My feeder won’t connect to my router, help!

Every now and again, there will be a router that won’t connect to a Feed and Go. You will try everything in the set up guide, you’ll reset the feeder each time and you’ll do all the stuff we advised. “BUT IT DOESN’T WORK. I HATE TECHNOLOGY. STUPID MACHINE. IDIOT DESIGNER.”

Sometimes, technology tests our patience, and seems illogical. We get that. However, in this instance, it usually comes down to the same solution each time – your router’s security settings do not allow your Feed and Go to connect to it.

Don’t worry though, it’s usually pretty straightforward. There are 3 things to check on your router but first of all you will need to either find your router user guide or if you can’t find it just go onto Google and type ‘ROUTER MAKE AND MODEL’ user guide.

1. Your router security settings need to be set to WEP, WPA or WPA/WPA2/Mixed Mode. Either way, something with WPA in it.

2. Your router needs to be set to either 802.11b/g or 802.11 b/g/n but not 802.11n alone.

3. Feed and Go runs on the 2.4 ghz network, so if your router runs on both 2.4 and 5 ghz, please make sure that the 2.4 ghz network is NOT disabled or it won’t be able to connect.

If you get stuck and need help though, we are here, it’s ok and we will help you. Just get in touch at contact@feedandgo.com and we will arrange a time to call you and go through this with you. We know tech is scary sometimes but we’ve worked with many customers to get over this hurdle.

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Help me connect to my Apple Airport router

Instructions if you have an Apple Airport Extreme or Express:

While Apple doesn’t officially support WPS (the one touch method of connecting), we’ve always found a workaround for it. Please follow these instructions. Try method 1 first and then method 2.

Method 1:
1. Place a pin into the reset hole at the back of the Feed and Go and hold down for a few seconds until the lights on top flash. This shows it’s reset to factory settings.

2. Login to your Airport router online, open Airport Utility, select your base station and choose manual set up from the base station menu. Enter your base station password if necessary.

3. Choose ‘Add Wireless Clients’ from the base station menu.

4. Select ‘First attempt’ to allow network access for your Feed and Go.

Depending on which Apple router you have, it may ask you to choose ‘Wireless’ as an option and then you’ll choose ‘Guest Network’ in part 3 above.

Once that’s done, press and hold down for 5 seconds on the WPS button on your Feed and Go and hopefully within a minute or so the blue lights at the back will have turned solid, meaning it’s connected.

Method 2:
1. Place a pin into the reset hole at the back of the Feed and Go and hold down for a few seconds until the lights on top flash. This shows it’s reset to factory settings.

2. Login to your Airport router online, open Airport Utility, select your base station and choose ‘Add WPS printer’.

3. Select ‘First Attempt’ and then the router will either ask you to press the WPS button on the Feed and Go, which you will press and hold down for 5 seconds and then let go, after which you should see the 2 lights next to the power light at the back go solid blue. Alternatively, it will say ‘New printer added’, and in this case, you will then press and hold down the WPS button on the Feed and Go for 5 seconds and then let go, after which you should see the 2 lights next to the power light at the back go solid blue.

Once you’re connected, you can go ahead and close the Airport utility page.

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How do I connect to a Verizon Fios?

If you can’t connect straight away by following the instructions in our set up guide, then please login to your Verizon Fios router (don’t worry, it’s not scary). You’ll see an option for ‘Wireless Settings’. You need to firstly make sure that the 2.4 option is activated. Next you’ll click onto ‘Advanced Security Settings’ and in the drop down menu for 802.11 options, you need to select ‘Legacy’. Save/apply all of this and then reset your Feed and Go with a pin/paperclip and try to connect once more. Now you should be all set but if you still have problems then please contact us and we will happily walk through this with you.

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The buttons on top, they’re actually touchpad keys, right?

Yes that’s right, you just place your fingers on top of the buttons and you don’t need to press down.

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My feeder won’t feed per my schedule but I can manually feed it, what’s going on?

So you’ve set a schedule in your customer portal but the schedule isn’t going off, but you can still feed your pet using the ‘feed now’ option?

On the top of your feeder are 3 touch pad keys. When a schedule is set, the middle key LED will light up to say the feeder is good to go. However, if you intentionally or accidentally press the middle key when the feeder is active (to activate the feeder buttons on top, hold your fingers on the top left and right keys for 1-2 secs) then the LED will go off, and this will mean that your schedule is suspended. To reactivate the schedule, simply do the same thing again.

But what if you’re away from home? Here’s a cheat – go into the customer portal, delete the schedule and re-enter it again – problem solved.

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I need both of my Feed and Go’s to feed at exactly the same time, how do I do this?

When you first set up your Feed and Go’s (if you have more than 1), then obviously there will be small time delay in when you set them up. Although you can set up and set the minutes to be the same, you also need the seconds to be the same. This is ok, don’t worry. During the night, every night, when you’re asleep, the feeders will sync themselves to each other so by the first full day of use the feeders will go off at just the same time (assuming you’ve set the feeds to go off at the same time).

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My pet eats too fast, how can I space out his feeds?

We have a dog that does this. What we do is set one feed for (example times) 8am, then another for 8.10. She waits patiently, knowing no.2 feed will be here soon. Oh, and she doesn’t throw up which is a bonus.

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I don’t want to leave my pet’s food out for too long, how can I hide it?

If you don’t want your pet to graze all day on his food, and want him to learn to eat it there and then, try having the next compartment that comes around on the feeder to be empty.

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Can I keep the Feed and Go tray in fridge overnight to keep his food chilled?

Yes, definitely, we do this too. We also use little ice gel packs that we get from Amazon – Ice Gel Packs on Amazon

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How can I help wet food stay fresher for longer in the Feed and Go?

We use 2 methods for this;

1. Small gel ice packs from Amazon – Ice Gel Packs on Amazon
2. We mix wet food with vitamin c (Ascorbic Acid) powder and that has 2 benefits – 1. It is a great food preservative and 2. It’s really good for pets.

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My tray didn’t turn completely and now the top left light is flashing, what do I do?

Your Feed and Go knows where to stop as there is an infra red beam that cuts across the feeding tray. If you look at the side of the feeding tray then you will see 6 little cuts/grooves going around it. These are the sections that the beam cuts across.

There are 5 reasons a Feed and Go won’t turn or stop properly. To check your issue, please test in this order:

1. Please remove the tray and you will see a small black square in the base of the unit, this is the infra red sensor. Please make sure this is clean and has no grime on it.

2. Please check the underside of the tray to ensure that there are no cracks or breakages to the tray itself. If the tray is broken then the infra red beam will be ‘confused’ and won’t be able to efficiently tell the feeder where to stop on the part of the tray that will be visible to the infra red beam (one in every 6 turns).

3. If the tray isn’t pushed down hard enough onto it’s housing then the infra red beam won’t cut across the tray effectively. IMPORTANT: ONCE YOU’VE PUT THE TRAY ONTO THE GEARBOX/MOTOR, GIVE THE TRAY A HARD PUSH DOWN TO ENSURE IT’S SEATED CORRECTLY.

4. If there had been a jam caused by the food being overloaded then this could have caused a breakage in the teeth of the gearbox. When you put food into your Feed and Go, it’s really important not to overload the tray. If you do this then the motor won’t be able to turn properly as the food that’s too high will be skimmed from the top as the cover brushes it when it rotates. This food has to go somewhere, and normally that somewhere will block the motor from turning. If you’re lucky then the motor will stop before it hurts itself and the top left light will flash to let you know there is a jam.

5. When the tray is washed, if it’s not totally dry when it’s put back in then some water could have escaped into the area below where the tray sits. Within this area are the electronics for the infra red sensor. If water has gotten into this area then the whole main electronics board for the feeder will need to be replaced. This is the most expensive part of the feeder and it’s a giant pain to replace so we don’t want it to be this!

Assuming you don’t have a broken tray or gearbox, and if the top left light on top is flashing, or if the tray is not turning correctly, then you will need to open the cover, remove the tray, check for any remnants of food anywhere, and then put the tray back in, see point 3 above. Next you’ll activate the feeder (hold your fingers down on the top left and right touch pad keys on top for 1-2 secs) and then press the left button only. The feeder should then turn to it’s next station. If it does this ok, you should be fine. If this didn’t work then you’ll need to reset the feeder by placing a pin into the reset hole at the back of the feeder and holding it down until 2 of the lights on top flash quickly on and off. This resets the feeder back to factory settings, so by resetting you’ll also have to reconnect the feeder to the internet. Now try again making the feeder turn.

If you get stuck then we are always here for you so please feel free to get in touch – contact@feedandgo.com

Replacement gearboxes are trays are both available for $29.95 inc delivery and if it’s a gearbox issue then it’s just a 2 minute task to change it out so no need to worry.

There is a however to all of this, and for this, please see the next FAQ….

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The buttons at the back aren’t working and the feeder is either not feeding properly or not at all. Help!

When your Feed and Go electrics are acting strangely, feeds are going off at random times or not at all, the lights at the back are going on and off, or maybe never on then it’s 99% certain that some water or fluid has gotten into the electronics.

Beneath the area where the tray sits, lurks the main electronics board for the motor, wi-fi and the lights. If the Feed and Go tray isn’t totally dry when it’s put back in, or some liquid escapes from the tray and seeps into the bottom (and there are holes where it could escape) then it’s more than likely some damage will be done to the electronics board. If it’s a lot of water then it will likely blow the whole electronics board and nothing will work, but if it’s just a few drips then it will explain the randomness of what’s going on.

2 things to bear in mind here;

1. To take apart the feeder and replace the bottom electronics board costs more in labour and parts than buying a new feeder.
2. You really don’t want to let any water get anywhere near this area.

Depending on your circumstances, we can often help out with the cost of a replacement feeder if you are unlucky enough to damage your main electronics board. We totally understand accidents happen and we are here to help. If you’d like us to take your feeder apart and check what’s happened before you replace it then this is also no problem at all, we will just ask you to send it into us.

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How can I change the gearbox out?

If you’ve damaged your gearbox in your Feed and Go and need to order another then it’s very simple to change this out. Here are the instructions – Gearbox Replacement Instructions

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Can I can I change the top cover out?

If for some reason you need to change out the top cover on your Feed and Go then the instructions are below. It looks trickier than it is!!
Top Replacement Instructions

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How do I train my pet to get used to their Feed and Go?

If you have a timid pet, and it’s usually cats that are more timid than dogs, then spend some time with them getting them used to their Feed and Go. Maybe the first 2-3 feeds could be a treat. The noise of the motor turning is all new to them and they don’t recognize the smell which is the main way in which they sense things. Sometimes it will take a day or 2 but in the animal kingdom, food always wins in the end and they will soon realize that scary noise = dinner!

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Why do I need to make sure the tray is 100% dry before I place it back into the feeder/what happens if water gets into the electronics?

Beneath the area where the tray sits, lurks the main electronics board for the motor, wi-fi and the lights. If the Feed and Go tray isn’t totally dry when it’s put back in, or some liquid escapes from the tray and seeps into the bottom (and there are holes where it could escape) then it’s more than likely some damage will be done to the electronics board. If it’s a lot of water then it will likely blow the whole electronics board and nothing will work, but if it’s just a few drips then it will explain the randomness of what’s going on.

3 things to bear in mind here;

1. To take apart the feeder and replace the bottom electronics board costs more in labour and parts than buying a new feeder.
2. You really don’t want to let any water get anywhere near this area.
3. Just in case, you can always go onto Amazon and order a spare tray – Feed and Go Spare Trays on Amazon

Depending on your circumstances, we can often help out with the cost of a replacement feeder if you are unlucky enough to damage your main electronics board. We totally understand accidents happen and we are here to help. If you’d like us to take your feeder apart and check what’s happened before you replace it then this is also no problem at all, we will just ask you to send it into us.

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Can I buy a spare feeding tray so that I can have a spare?

Yes this is no problem. Just go to this link and purchase a spare – Feed and Go Spare Trays on Amazon

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Is the tray dishwasher proof?

Yes it is, just make sure it’s 100% DRY before you put it back into your Feed and Go.

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What if I want to send my Feed and Go back?

We understand that Feed and Go isn’t for everyone. Below is a link to our returns policy – Returns and Refunds

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Can I set the feeder to turn if the tray isn’t in it or if the cover is open?

No, you should never set the feeder to turn if the tray isn’t in it or if the cover is open. The feeder knows where to start and stop from an infra red beam that will not work if the tray is removed or the cover is open. If you do this then it will stop and the left LED on top will start flashing which means you will need to reset the feeder. To reset the feeder follow these instructions;

Place the tray back in, close the lid and activate the feeder (hold your fingers down on the top left and right touch pad keys on top for 1-2 secs) and then press the left button only. The feeder should then turn to it’s next station. If it does this ok, you should be fine.

If this didn’t work then please turn the feeder off for 30 seconds, and then turn it back on. Now see if it will rotate properly, which it should.

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How can I change the email address on my customer portal?

This is very easy. Just go into your customer portal and in the top left corner, where your pet’s name is, there is a drop down arrow. Click the option for ‘Remove this feeder’ and confirm. Now, you can sign out and set up as a new user. Your feeder itself will still be connected to your internet router so you won’t need to set that up again, but you will need to set new schedules.

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How do I turn on getting SMS messages when pet has been fed?

Within the notifications section of the customer portal, which you can find in the top right area, there are options to receive emails and or SMS messages each time your pet has been fed or is about to be fed. You can add numerous contact details if for example you want your partner to also know that your pet has been fed per his schedule.

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Will my feeder time auto update when the times change?

Yes, the feeder is programmed to auto update when time changes occur for daylight savings time. However, we have found that this can be router dependant and so you ought to check that the time change occurred when the time changes. If not then simply press the ‘Set time’ link in your Feed and Go portal which will update it for you.

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What’s not covered under my warranty?

We cover pretty much everything, with one exception; if you spill water or any other fluid into the base of the feeder, this can destroy the main electronics board (the brain of the feeder). This board sits below the area where the tray goes, so if there’s any water on the tray and it drips onto the board, then it will potentially damage it and destroy your Feed and Go. The cost of the electronics board is about 80% of the total cost of the device. As you’ve invested your hard earned money into buying one of our devices, it’s much safer to make sure the tray is 100% dry than risk potential damage.

If you send your Feed and Go back to us for a warranty claim then, once we disassemble your device, then just like on your cellphone, we will see telltale evidence if there is damage from water or another fluid. We don’t want you to ever need to do anything other than throughly enjoy your Feed and Go experience so please, please always make sure the tray is 100% dry before it gets put back in.

If you’d rather play it safe then you can always order a 2nd Feed and Go tray. These are available on Amazon, here’s the link – https://www.amazon.com/Feed-Official-Store-Tray-Grey/dp/B01AR0LNAI

 

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