Why the switch from 20 lb box to bag at Chewy.com?

The main reason we made the change from box to bag at Chewy is that our bag (although not perfect) is proven to sustain the rigors of shipping (18lb and 40lb bag Chewy internal customer satisfaction results and studies) much better than our boxes. With Chewy’s company growth, supply chain constraints and automation improvements, they could no longer shrink wrap the boxes so they could reach a customer intact and without leakage. Our only solution was to move to bags or discontinue 20lb altogether at Chewy. The 20lb box is still currently available at other retailers.