FAQs

FAQs

What is happening with Black Hawk® Grain Free Salmon recipe?

To keep up with the high demand for our Grain Free Salmon product, we recently broadened our network of suppliers of salmon meal. 
We undertook testing to ensure the new supplier met our high quality standards. All test results were well within the norms for the product.

We have recently become aware of a small number of dogs suffering symptoms of an upset tummy. We take the care of our pets very seriously. 
We have completed extensive testing of the affected product to ensure that it poses no harm: all tests to date have come back well within normal ranges. 
We are continuing to test to ensure we can identify the root cause.

Until we can guarantee the exact same level of consistency and quality that our pets are accustomed to, we have ceased production of the product and quarantined all remaining stock. 
Please note that the broader Black Hawk range is not impacted by this and it relates only to the Grain Free Salmon product.

How many dogs have been affected?

To date, there has been a low incidence of affected dogs. 
Any pet owners with concerns are encouraged to contact us on:
Australia on 1300 651 111 or customer.service@masterpet.com

My dog is suffering from an upset tummy, what should I do?

If you are concerned about your pets wellbeing, we recommend you consult a vet and switch to an alternative Black Hawk recipe, such as Black Hawk Fish & Potato or one of our other Black Hawk Grain Free recipes. These are unaffected by this issue.
We are aware of a small number of dogs suffering symptoms of an upset tummy. No impacted pet has had ongoing issues once switched to another food. 
Our customer service team and retailers will be able to provide support for pet owners that have purchased the product and wish to obtain a refund or an alternative food. 

To arrange this, please contact us on:
Australia on 1300 651 111 or customer.service@masterpet.com

Has Black Hawk recalled the product?

No. Black Hawk Grain Free Salmon has not been recalled. 
We are taking the matter very seriously and have ceased manufacturing of Black Hawk Grain Free Salmon. We have quarantined the remaining stock while we investigate. 
The broader Black Hawk range is not impacted by this and it relates only to the Grain Free Salmon product. 
Any pet owners with questions are encouraged to contact us on:
Australia on 1300 651 111 or customer.service@masterpet.com

What can I do if I have Black Hawk Grain Free Salmon at home?

Our customer service team and retailers will be able to provide support for pet owners that have purchased the product and have concerns or wish to obtain a refund or an alternative food. 
Any pet owners with questions are encouraged to contact us on:
Australia on 1300 651 111 or customer.service@masterpet.com

When will Black Hawk Grain Free Salmon be available again?

We aren’t able to provide a timeline on when the product will be available again. 
Until we can guarantee the exact same level of consistency and quality that our pets are accustomed to, we have ceased production of the product and quarantined all remaining stock.
Please note that the broader Black Hawk range is not impacted by this and it relates only to the Grain Free Salmon product.
We recommend switching to Black Hawk Fish and Potato if you prefer to feed your dog a fish-based diet. If you wish to go with a grain free option, the Black Hawk Kangaroo is a great alternative.