Advance Dog Food Recall - Advance Dermocare

Date Posted:28 March 2018 

There is a recall on Advance Dermocare Dry Dog Food in the 3kg, 8kg and 15kg bags. Mars Petcare Australia is voluntarily recalling all of the Advance Dermocare dog food products for a full refund at the place of purchase. This recall has come as the product has been linked to a condition called megaesophagus. This link has come from Victoria Police dog squad as eight of their dogs become sick and one has died. Mars Pet Care has told consumers that they have done hundreds of tests and have not been able to match this food to megaesophagus but are recalling the product off shelves to make sure.

Advance Recall FAQs

What Products Are Being Recalled?

Advance Dermocare dry dog food 3kg, 8kg and 15kg bags.

Why Is This Product Being Recalled?

It is being recalled after reports of a possible link between Advance Dermocare and the incurable condition megaesophagus.

When Has This Recalled Been Announced?

This recall has been announced on the 24th of March 2018.

Who Has Been Affected?

A number of Victorian Polic dogs that were using this food have been diagnosed with the disease megaesophagus.

Where Can I Take This Recalled Product?

You should take your Advance Dermocare to the place of purchase for a full refund.

Are Any Other Advance Products Affected?

No other Advance products have been affected and it is only Advance Dermocare 3kg, 8kg and 15kg bags that are being recalled.


Advance Recall Update (28/3/18) - Question & Answers from Mars Petcare

Which products should I tell my customers you are you recalling?

Mars Petcare is voluntarily recalling all ADVANCE Dermocare dry dog food in 3kg, 8kg and 15kg bags.

What should I tell my customers about why you are recalling these products?

Mars Petcare has received reports that a few large breed dogs have been diagnosed with a rare condition called megaoesophagus, which is characterised by regurgitation and difficulty eating. They have conducted hundreds of tests on ADVANCE Dermocare dry dog food, which have found no causal link between the condition and our product. This research continues – in partnership with U-Vet at the University of Melbourne, and with advice from the Australian Veterinary Association (AVA) and external veterinary experts to get to the bottom of this issue as soon as they can. However, as a maximum precaution, Mars Petcare are undertaking this voluntary recall.

Is it limited to particular batches?

Mars Petcare’s decision to voluntarily recall our entire ADVANCE Dermocare dry dog product range is a precaution they have elected to take while they work to get to the bottom of the issue as soon as they can.

What action should I be asking customers to take?

We advise all pet owners who have purchased ADVANCE Dermocare dry dog food in 3kg, 8kg and 15kg bags to return the product to the speciality store they purchased it from for a full refund. Owners should stop feeding their pets the product and if they are concerned about their pets’ health, and they should contact their veterinarian.

I can take the product off of our shelves, but how do I work with customers to recall a product that is already in their homes?

We recommending that all pet owners, who have purchased ADVANCE Dermocare dry dog food in 3kg, 8kg and 15kg bags, return the product to the speciality store they purchased it from for a full refund. They do not need to have a receipt to do this, but need to be able to prove the product they’re returning is ADVANCE Dermocare dry dog food. For instance, if they do not have a receipt, but return the product in its original packaging, we will honour a refund. What product should I offer as an alternative / replace on shelf? ADVANCE Dermocare can be substituted by ADVANCE Adult Total Wellbeing. We recommend All Breed Lamb or Turkey. Royal Canin Dermacomfort is another alternative. If pet owners purchase food through their veterinarian, they should contact their vet for the best recommended diet.

What if my customers don’t have a receipt? Can I still give them a refund?

We recommend that all pet owners, who have purchased ADVANCE Dermocare dry dog food in 3kg, 8kg and 15kg bags, return the product to the speciality store they purchased it from for a full refund. They do not need to have a receipt to do this, but need to be able to prove the product they’re returning is ADVANCE Dermocare dry dog food. For instance, if they do not have a receipt, but return the product in its original packaging, we will honour a refund.

What do I tell customers who are ineligible for a refund (no packaging or receipt)?

Encourage them to call our Consumer Care line on 1800 640 111 and we will speak with them directly.

Does Mars Petcare Consumer Care have sufficient resources to support the recall?

Yes, the Consumer Care line has additional staff to answer calls and emails during this time.

What do I tell customers who want to return product that was purchased over a year ago?

If customers have proof of purchase, please provide a full refund. However, as the product has an 18 month shelf life, it is unlikely that many customers will have product of this age.

What if a customer tries to return another or any ADVANCE product?

The recall currently underway relates to the ADVANCE Dermocare dry dog food only. All other products are unaffected and safe to consume. It is a standard process that ADVANCE provides an unconditional 100 per cent money back guarantee on all products, so please refund these accordingly.

What do I do with the recalled product in my store / warehouse?

Retailers are advised to destroy ADVANCE Dermocare dry dog only with supervision from your Mars Petcare sales representative adhering to Council and EPA disposal requirements.

What assurances can I provide my customers that no other Mars Petcare products provide a safety risk to pets?

Mars Petcare takes its responsibility as a pet food manufacturer very seriously, and as such, the quality and safety of its products is our top priority. Undertaking this voluntary recall demonstrates its commitment to quality and pet safety. ADVANCE Dermocare is the only product subject to this voluntary recall. Each of Mars Petcare’s products are uniquely designed, and so ADVANCE Dermocare is the only product being recalled.

What do we tell my customers if they are worried about their pet?

If a pet has not experienced symptoms of regurgitation and difficulty eating, they likely do not have anything to worry about. However, pet owners concerned over any aspect of their pet’s health, they should seek veterinary advice and ask the clinic to contact Mars Petcare’s Consumer Care line on 1800 640 111 in Australia with any concerns.

 


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