Smalls Reviews, Complaints & Contacts

Contacts & Login

• Official websitesmalls.com ↗

Customer service & general contact

• Customer support, cancellations and damaged orders[email protected]

Cancel, billing & returns

• Account Portal, manage or cancel a subscriptionsmalls.com/account ↗

Other contacts

• Cat Concierge text line, 7 days a week503-487-4303

Is Smalls Legitimate?

BBB, Trustpilot

Legal name

True Pet Food Project, Inc.

Founded

2017

Business type

Direct-to-consumer fresh and freeze-dried cat food sold mainly by subscription

Website

smalls.comSource: Smalls website, checked 2026-10-28

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Smalls cat food: cancel, skip, refund and damaged or warm boxes

Cancel in the Account Portal. The Smalls Help Center says to log in to the Account Portal, open the Account Details tab, scroll to the bottom, click Cancel My Plan, complete the exit survey and click Cancel My Account; a confirmation email follows. Cancelling does not cancel orders that have already processed. Removing items from a box does not cancel the subscription.

The Terms of Use say something stricter. Section 2 states: "You can cancel your subscription at any time, provided that you do so within 24 hours before your next charge date." It also says cancellation can be requested by text at 503-487-4303 or by email to [email protected], and that there is no prorated refund for any period before the Cat Concierge team confirms the cancellation. The cancellation article does not mention the 24-hour limit. Because orders are charged on Fridays and changes close at 8 pm Eastern time on the Thursday before, cancel well before Thursday evening of a charge week and keep the confirmation email; if you cancel by text or email, ask the team to confirm in writing. If you miss the cutoff, that week's box is processed and Smalls' policy is that it cannot be refunded; still write to the Cat Concierge the same day and keep the reply.

Change or skip before the charge. The Returns and Refunds help article sets the same deadline: changes must be made by 8 pm Eastern on the Thursday before the order is charged on Friday and shipped. Once a box has processed, Smalls says it cannot change, cancel or refund that box and "All sales are final."

Refund for a sampler. The Money-Back Guarantee article says: email [email protected] within 30 days of delivery if your cat does not enjoy the fresh food recipes in the sampler; Smalls shares tips and, if the cat is still not a fan, refunds the fresh food portion. Add-ons such as toys, hard goods and treats are non-refundable, and the guarantee does not apply to Smalls Mart orders. Another help article, "What if my cat doesn't like Smalls fresh food?", says the cat should have tried all the flavors and textures in the sampler, that requests must be made within 30 days of the first box being shipped, and that Smalls will "fully refund your order" while individual items cannot be refunded. The two articles differ on both the clock and the scope: one counts from delivery and refunds only the fresh food portion, the other counts from shipping and speaks of the whole order. Write within 30 days of the shipping date, and ask the Cat Concierge to confirm in writing which amount will be refunded.

Returns. The Returns and Refunds Policy says Smalls does not accept returns of open or unopened items and suggests donating unused food to a shelter or giving it to another cat owner. For Smalls Mart orders, the policy says all sales are final once the order has processed.

Damaged, missing or warm boxes. The Returns and Refunds Policy tells customers to text or email the Cat Concierge team about damaged or missing items. If fresh food arrives warm (no longer cool to the touch) and the box came within the expected delivery window, or was held up by the carrier, it asks you to contact the team as soon as possible. If the box was delivered on time but you could not bring it in soon enough, the policy says Smalls cannot issue a refund or a free replacement.

If the company does not resolve it. A credit card billing error can be disputed in writing with the card issuer; the FTC says the letter must reach the issuer within 60 days after the first bill showing the error was sent to you, at the address the issuer gives for billing inquiries, not the payment address.

FDA-listed recall in 2021 and a voluntary recall in 2019

June 2021 fresh food recall. The FDA Enforcement Report lists recall V-0133-2021: firm-initiated and voluntary, Class II, nationwide, recalling firm "True Pet Food Project, Inc dba Smalls", reason "Cat food has off odor and color". The entry gives a recall initiation date of June 9, 2021 and a center classification date of June 24, 2021, and lists the product as Smalls Cat Food, Ground Chicken Recipe, 11.05 oz, codes 21098 and 21109. The company's own customer notice covers four Human-Grade Fresh recipes (Ground and Smooth Chicken, Ground and Smooth Turkey) with batch numbers 21109 through 21136. In the notice, CEO Matt Michaelson says the company received feedback from a small number of customers that product looked spoiled and had an unusual odor, that no cats were known to be sick, that the product spoiled after passing testing and before distribution, and that the recall was made in consultation with the FDA. The letter says the affected batches were traced through the production dates of recipes that may have been improperly stored by Smalls' supplier, and that the company was working to find the root cause. Customers were asked to check the five-digit batch number on the white sticker on each packet, dispose of affected packets and report how many they discarded to receive replacements in their next box. The FDA entry names one product and two codes, while the company letter covers four recipes and a wider batch range; the letter is the more complete list for owners checking old packets.

Who runs Smalls, where the food is made and how it is sold

The Smalls website is operated by True Pet Food Project, Inc., according to the opening of its Terms of Use. The FDA Enforcement Report entry for the 2021 recall names the firm as "True Pet Food Project, Inc dba Smalls" at 49 Elizabeth St, Floor 4, New York, NY 10013, the address also printed on Smalls' 2019 recall notice. The BBB profile lists Matthew Michaelson as co-founder and CEO and Calvin Bohn as co-founder and COO, gives 2017 as the year the business started and April 25, 2018 as the incorporation date. Michaelson signed the 2021 recall letter to customers.

Smalls describes itself as a cat-only brand. Its range includes human-grade fresh recipes shipped frozen, freeze-dried puffs, treats and toppers. Items bought outside a subscription are sold through Smalls Mart, a separate section of the website. After a short quiz Smalls builds a first box; delivery frequency is set between 1 and 12 weeks and can be changed in the Account Portal along with box size. Customer support is handled by a team Smalls calls the Cat Concierge, reachable by text and email. According to the Help Center, the fresh recipes are made in New Jersey and the freeze-dried puffs in New York, while the "Behind Our Food" page says the fresh food is cooked in USDA-certified facilities in New Jersey and Ohio. Smalls says its recipes are formulated with veterinary nutritionists and certified complete and balanced for every life stage.

Frequently Asked Questions