Q: Can I use the product with raw food?
A: Due to the characteristics of raw food(more likely to deteriorate than other wet food, and the shelf-life of different products varies greatly), out of care of your furry babies’ health, we do not recommend the use Polar to store and feed the raw meat products.
Q: For the dual bowl feeder, does the portion setting apply to each bowl individually or split between both bowls?
A: The portion setting is split between both bowls, with the distribution depending on how you adjust the meal splitter.
Q: What is the recommended ambient temperature for using the automatic cat feeder?
A: In order to achieve the best refrigeration and preservation effect, it is recommended to use this wet food automatic feeder at an ambient temperature of 53°F-86°F(12℃~30℃), and avoid direct sunlight, high temperature and humidity.
Q: Does the feeder support the use of freeze-dried food after adding water?
A: Yes, it does.
Q: Why is there water in the cooling area of the machine after using it for some time?
A: During the cooling process, the refrigeration area of the product comes into contact with air and liquefies into condensed water. This is a normal phenomenon of the feeder. It is recommended to clean and wipe the condensed water with a dry towel after each feeding plan.
Q: How long can wet food be left in the food bowl? Will it still refrigerate food if the feeder hasn't been reset after 72 hours?
A: The maximum shelf life of the product is 3 days (72h). Even if there is no feeding plan set or the feeding plan ends but there is food residue, the feeder will continue to cool; however, we strongly recommend that the residual wet food be cleaned up in a timely manner after the feeding plan ends, even if you do not plan to use it the near future.
Q: Why is the maximum open lid time 1 hour?
A: Everything is for food safety and pet health. Following FDA guidelines, we adhere to the "2-Hour-Rule" to ensure food freshness and safety. Wet food left at room temperature for more than two hours should be discarded to minimize the risk of bacteria growth. When designing Polar, we fully considered this factor to ensure that cats can enjoy fresh wet food at room temperature and comply with FDA food storage standards. Our team is actively working on optimizing the software to meet your expectations. Nonetheless, for the health of your pet, we still recommend consuming wet food within 1 hour, otherwise, it should be discarded.
Q: How do you clean and maintain the automatic cat feeder?
A: It is recommended to clean the inside and outside of the feeder regularly to maintain hygiene. You can use a clean damp cloth to wipe the surface of the feeder and a dry towel to clean the inside. Please note that the refrigeration area cannot be washed directly. After all feeding plans are over, please replace or clean the remaining food in the feeder promptly to avoid food spoilage and bacterial growth.
Q: How should the feeding bowl be cleaned?
A: The food bowl can be rinsed with water or put into the dishwasher (no higher than 221°F/105℃)
Q: Can I use my HSA/FSA for this product?
A: You may be able to use your HSA/FSA funds depending on your plan and eligibility. At checkout, select Flex to see if you qualify. Some purchases may require a Letter of Medical Necessity (LMN), which Flex helps facilitate through a licensed provider. If approved, a non-refundable $5 LMN fee will be added at checkout.
Q: What if I’m not able to use HSA/FSA at checkout?
A: You can still complete your purchase using another payment method. You may be able to submit your receipt for reimbursement through your HSA/FSA provider. Please make sure you are logged out of Shop Pay before checking out with Flex. Subscription items are not eligible for Flex payment, and some orders may include both eligible and non-eligible items.
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