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When you are emailed your shipping notification, you will also be sent your tracking number. You can use this to track your order in real time. If you have any issues, please don't hesitate to contact us: [email protected]. Back to the top  

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If you have changed your mind you can return an item to us if the product is unopened and in a resell-able state. We cannot accept returns if the product has been opened but your dog does not like the food.

If you have a subscription with us, we will send you a reminder email 3 days prior to your order being dispatched so as to give you plenty of time to ensure you still want the order or if you would prefer to move it back to a later date.

To return an item to us, please send it to the address below, including your 6 digit order number and contact details in your parcel. Please note, this is not a free post address and you will need to return an item this way if:1. You have set up a subscription recurring order but have changed your mind. 2. You would like to cancel your order but it has already been processed.  Pooch & Mutt Ltd

DPD Logistics

Parsonage Street

Oldbury

West Midlands

B69 4PH

Please note: we can only send free returns postage labels in the UK if:1. You have received the wrong products.2. The order has been sent by error on our part.

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Once we receive your returned items, we will issue a refund and you will be notified by email. Please note, it can take between 5-10 working days for your refund to be processed, depending on your bank.
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Standard Delivery We aim to get your order out to you within 1-4 working days. 

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For Pooch UK we deliver to United Kingdom, Guernsey, Isle of Man & Jersey.

Our DE store delivers to all of Germany.

We are looking to expand into further countries so please sign up to our newsletter if you'd like to be notified when we do. 

Failing all the above we do have wholesalers in the below countries;

• Cosado - Cyprus
• Apple4Pets / Applecore - Malta
• Heroes of Kindness - Portugal
• Kanine Crew - Morocco
• Arabland - UAE
• Aslanpet - Turkey
• Ethirock - Gibraltar
• Cosmospet - Greece
• Seelenhunde - Switzerland

Please get in touch with them individually if you'd like to find specific stores they distribute to.

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When you take out a subscription on our website you are essentially saying I'd like a recurring order of this product. You can use our handy build a box feature to add multiple items, add from a product page or add from inside your account. 

Whichever way you do this, each item is its own individual subscription (even if they all come on the same dates). When changing frequencies, addresses or billing details, you now have the option to either change it per item or for every item that’s due to arrive on that same delivery date. Back to the top  

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You can either use our handy build a box feature to add multiple items, add from a product page or add from inside your account. Set the frequency you’d like and off you go! Please note when setting your initial frequency the options are limited however once set up, you can change these frequencies in your account to any amount of time your heart desires. Back to the top  

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Our new account section makes managing your subscription easy to use. Log in to your subscription account and you have the choice to;

• Skip your next delivery 

• Change your next delivery date 

• Cancel your subscription 

• Swap products 

• Add new products in 

• Change delivery address 

• Change delivery frequency

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Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word manage next to each. Find the one you’d like to remove and either skip upcoming order, change order dates or cancel subscription. The last will stop any upcoming deliveries of this product. Back to the top  

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Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. Click ‘manage’ and you’ll be presented with all the details relating to your subscription on that product. To change the date, find the delivery details section and where it says ‘next order’, click ‘Change’. This will present you with a calendar so you can choose your new order date. You’ll also see a box at the bottom asking if you’d like to change dates on all subscription items that arrive at the same time. It is auto set to ‘yes’ but if you’d only like to change the date on this particular product then swipe to ‘No’ and SAVE CHANGES. Back to the top  

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When you initially set up your subscription you will be asked to add your card details and choose an order frequency. On your first subscription you will be charged then and there for that order and it will be sent to you asap. We will then securely hold your details in our system and you will not be charged again until the day before your next order is due to be sent. (Remember those frequencies you set up?) Don’t worry though we’ll email you three days before this time to let you know of an upcoming charge and delivery. Back to the top  

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Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. To change the billing details, find the payment and billing section, click ‘Change’. This will present you with a new window to change your billing address or card details or both. Back to the top  

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Don’t worry you’ll be notified straight away if your card has been declined on your next charge date. To update your details to resume deliveries, just head over to your account and follow the instructions on the previous question above to update. Once you’ve updated this, it will send a message to our system to retry the order again and if all updated correctly, your deliveries will resume as planned. If you miss your first email that lets you know of your card details being declined, we will email again seven days later to let you know again. Back to the top  

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No, in fact it pays to be a subscriber and you’ll receive 25% off the retail price by subscribing. Back to the top  

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Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. Click ‘manage’ and you’ll be presented with all the details relating to your subscription on that product. To change the billing address, find the  payment and billing section and where it says your billing address, click ‘Change’. This will present you with a new window so you can change your billing address details. 

For delivery address, find the section titled ‘Delivery Details’ and where it says ‘Delivery address’, click ‘Change’. This will present you with a new window so you can change your delivery address details. Back to the top  

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Like any purchase on the website too, if you spend over £39.99 on your recurring subscription products arriving on the same date, you will qualify for free delivery. Back to the top  

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You can do this when you first build a box and you meet the £39.99 threshold or if you’ve added individual products as subscriptions, you can make sure all the following are the same;

• Charge date per item

• Frequency per item

• Shipping address on each item

• Subtotal of all items meets the minimum spend

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Simply log into your account, navigate to the subscription section and find the product you would like to add the discount to, click manage and you will find a box here to add a discount code. Back to the top  

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Log into your account and find the subscription you would like to change/remove the code on. Where you see the code with an ‘X’ next to it in the box, click the ‘X’ this will remove your current code and enable you to add a new one should you wish. It's worth noting that if you remove a lifetime subscription discount, you will be unable to re-add this once removed. Back to the top  

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Head on over to my account when logged in and navigate to the PoochRewards section. Find the tab for My Rewards if you have claimed a voucher already, or claim a new one in Get Rewards first. Once you have your voucher in your My Rewards section, then click VIEW to use the voucher and you will be given a discount code. Once you have this, navigate to the subscription section and find the product you would like to add the discount to, click manage and you will find a box here to add a discount code. Back to the top  

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When you apply a discount code from a PoochRewards voucher, this is only available off of the price of the products. Unfortunately delivery fees are not removed at this time but we’re working on it.

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Yes, you can buy as you normally would on the website as well as having recurring subscription orders. Back to the top  

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The majority of our products are available on a recurring subscription basis however sometimes when an item is limited edition or there is limited stock available we restrict these. Do keep checking back though as sometimes products previously not available for subscription will at a later date be added. Back to the top  

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For any upcoming subscription product, we will send you a reminder email 3 days prior to your order being dispatched so as to give you plenty of time to ensure you still want the order or if you would prefer to move it back to a later date. 

If you decide you don't want the order on this occasion, but don't push the order date back within your subscription account or contact our customer service team via email for help, the order will continue to be delivered. 

We can still collect and take the order back to our warehouse for you at delivery attempt, however, when we process the refund, you will incur a charge of £4.99 for the returned item postage. Back to the top  

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That’s ok, feel free to send us a message to [email protected] and we’ll get back to you as soon as we can. Back to the top  

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When you sign up for an account with us, you also need to activate it to be able to sign in. You will receive an email with an activation link to follow.

If you don’t see this, please email [email protected] with the subject “please activate my account” so we can get the email sent to you. You can then follow the steps and log in. Back to the top

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Simply log in to your account and our new dashboard makes it really easy to make changes in the my details section.  Back to the top

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Simply log into your account and find the my details section. You can update your password here or on the login screen select 'Forgot my password'. Back to the top

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When you join PoochRewards, you become a member of our community of pet lovers who are using food as medicine and looking after their pet with the power of positive nutrition. We want to reward you for doing this which is why we came up with our loyalty program to do just so. 

By continuing to purchase with us and come along with us on our journey, you’ll earn points which you can spend towards rewards both for your pooch, other pooches and for yourself.

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Yes it’s completely free and all you need to do to join our pack is to create an account on our website. By just doing this alone you’ll receive 100 points, and if you're creating an account at the same time as purchasing your first subscription, you'll be given 300!

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Anybody! Providing we ship to your country, anybody can join.

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To put it simply you earn points by shopping and interacting with us and in return we reward you for being a loyal customer. Some of these rewards are for money off vouchers to spend online, free products or you can simply use your points in a philanthropic way to make charitable donations. However, we’re always looking at more and better rewards in the future so stay in the loop because we’ll be adding to these all the time.

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We’re always looking at new ways to earn points but for now you can earn points by;

• Making a purchase at www.poochandmutt.com you can earn 1 points per £1 spent (3 for subscribers). Time to time we will have double or triple points events so there may be occasions for you to earn more here too.

• Creating an account. This will earn you 100 or 300 points depending on if you're creating as you make your first subscription order.

• Referring friends can earn you 250 points (750 if you're a subscriber)

• Entering your pet’s birthday. (250 points, 500 for subscribers)

• You can earn 20 points for signing up to our email newsletter (double for subscribers)

• Like us on Facebook will net you 20 points (double for subscribers)

• Following us on Instagram can get you 20 points. (double for subscribers)

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By joining PoochRewards you’re signing up to become a part of our community of pet lovers who are using food as medicine and looking after their pet with the power of positive nutrition. You’re also agreeing to receive service related emails regarding your account status and points balance. This includes a monthly summary detailing any pending, or approved points that you have available to you so you’re always in the loop and know what available rewards you can claim. We may in addition send you emails from time to time to let you know of any double points events and when new rewards have been added.

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Unfortunately at this time you can only earn your PoochRewards points through our website however it’s not something we’d rule out adding for the future.

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You can view your points balance on the overview section of your account or within the PoochRewards section of your account. Both of these places will also tell you if you have any points pending.

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Pending points are given after you’ve completed your action to earn points, (eg. making a purchase) but when there hasn’t been enough time for those points to fully process into available points yet. They normally process within a few weeks.

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Nope, you can earn and earn as much and as many points as you like. Some of the actions can only be completed once however the points designated from purchases are completely unlimited!

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Head to your account when logged in and select the area for PoochRewards. Once you have met the available thresholds, you can exchange your points for rewards and vouchers to spend on future orders. 

Find the tab titled “GET REWARDS”, select the reward you would like to redeem your points for by clicking the button “Get”. 

(Note only the rewards where you have enough points will be available to you, the rest will be greyed out.) 

Once you have selected the button, you’ll be asked to confirm if you’d like to redeem? By selecting YES on vouchers and free products you’ll be given a discount code which you can copy to either use immediately or click X if you would rather save it for later. If you didn’t want to use your code straight away, you’ll be able to find it at a later date in the “MY REWARDS” tab. You can come back to this at any time to find your discount codes to use.

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Unfortunately not, voucher codes cannot be used in conjunction with any other voucher or discount codes.

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No, at this time we’re afraid unless you use the full money off voucher in one purchase, you wouldn’t be able to use the rest on a different order.

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Points will never expire. Vouchers will expire two years after claiming.

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For any product that’s returned to us or cancelled before fulfillment, your points earned on this will be reversed.

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You’ll be able to find any vouchers and rewards you may have claimed but not spent in the “MY REWARDS” tab.

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You are currently unable to send someone else points or money off vouchers as the code is linked to your account, however it’s something we are looking at being able to do in future.

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Your points can only be applied to your account if you are logged in when you reach checkout. Please also bear in mind it can take some time to process so check the area that states ‘pending points’ after the order has been fulfilled. If you have forgotten to log in then don't worry, you can contact our customer service team at [email protected] with your name, email address and order number for us to apply these to your account.

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If you head over to the PoochRewards section of your account and find the Ways to Earn section on the overview. 

Here you’ll see an icon for Pet’s birthday. 

Click the “Complete Activity” and enter the birthday in here. 

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We updated our PoochRewards scheme in August 2020 to make it easier for you to collect and manage your points online. Points are only available on purchases made from poochandmutt.com, and can be exchanged for rewards to spend on future orders on the website. You can now also earn points on your dog's birthday and if you refer a friend to Pooch & Mutt.    Back to the top

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If you no longer wish to earn points, please contact us and ask to be unenrolled.

We'll unenroll you and you will lose any points you have accrued. If you decide to leave and then want to rejoin just contact us and we'll re-enroll you. However, your point total will begin from zero.

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Promotional Codes Must be added to the Shopping Bag before checking out

·       Add all items you'd like to your bag

·       Visit the shopping bag page by clicking the "Bag" icon, then "Checkout".

·       Click on the prompt labelled "Enter a discount code or gift voucher", 

·       Enter your code and click "Apply Code" or Enter

Discount codes cannot be applied retrospectively (i.e. – after an order has been confirmed). 

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At this time only one discount code can be applied at a time, this includes the discounts code vouchers you will receive from PoochRewards. If you try and apply for example a 10% off and then your £10 reward, it will only allow one of these. 

We are working on a solution to convert your PoochRewards money off vouchers into non-discount codes so keep an eye on your emails as we'll communicate if and when this can be done.

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·       Discounts will only be applied to your order when a code has been applied or spend threshold has been met if an automatic discount. We do not apply these retrospectively.

·       Discount codes (Including the ones used during our sale periods) excludes subscriptions, trade orders and delivery fees unless stated specific to those.

·       Discount codes are only valid on this website and not external partners.

·       Offers are available for a limited time only, whilst stocks last.

·       Promotions cannot be used when purchasing a gift card or in conjunction with any other offers, discounts, multi-buys or free gifts.

·       Pooch & Mutt reserves the right to withdraw promotions or change offer at any time.

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• If you share your unique referral code (found in your PoochRewards section of your account) with your friend who is not already an existing customer, they will get £10 off their first purchase and if they spend over £30, you’ll earn 250 points in return. 750 for Subscribers)

• Friends must spend at least £30 on our Online Store using the referral link to redeem offer

• Referrer will receive 250 points at our Online Store only when a friend makes their first purchase. (750 for Subscribers)

• Points will be allocated when order has been dispatched and may show as pending until after the returns window.

• If a friend you refer cancels or returns their order then your pending points will be cancelled and removed from your account

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Unless we specify the offer is off of a certain collection, the offer will be redeemable against any full priced item on site.

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During our sales, we will often run a promotion that means you will get a free gift with your order. These free gifts are optional and will show in the basket for you to select if applicable. If the option to add it, does not show, it means that your basket or items in your basket are excluded from the free gift. Free gift promos are not valid in conjunction with partner giveaways.

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They can be used as a full or part payment towards any products or first subscription orders, and have a 2 year expiry from the date of issue.

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Yes, it's a great gift for pooch pawrents! Just fill out the recipient options on the product page when purchasing.

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No, unfortunately you can't use any discount codes or PoochReward points to buy your E-Gift Card.

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Yes, as long as there's still money available on your E-Gift Card - you can use it more than once.

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Yes, you can redeem more than one E-Gift Card when placing an order.

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No, you'll need to use a different payment method to buy another E-Gift Card.

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Yes, E-Gift Cards are applied to the final order total - which includes delivery!

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Yes, E-Gift Cards are a form of payment - so you can use your discount code as you would with any other payment method!

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Yes, you can use your E-Gift Card towards your first subscription order. However, you can't use it to pay for any recurring subscriptions.

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If you've used an E-Gift Card to pay for a purchase and it's refunded, the refund will go back onto the E-Gift Card balance.

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You can check the balance of your E-Gift Card by clicking the link in the email you received.

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You can click 'Resend E-Gift Card' from the link on your order confirmation email. This will only work if the order for the E-Gift Card was successful.

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No, E-Gift Cards are non-refundable.

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No, unfortunately not. Your E-Gift Card is only valid for use on our website: www.poochandmutt.co.uk.

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At Pooch & Mutt, we make health food for dogs with absolutely nothing to hide.

We know that the journey of life is sweeter when traveled with a dog so we're transparent about what goes into our products. We've harnessed the power of positive nutrition in our recipes to cut out the junk you'll find in mass market dog food products and bring you health food for dogs, that provides them with everything they need mentally and physically to live a long happy life. Back to the top

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Unfortunately, we are unable to provide free samples as we are still a relatively small company however all our products have a small bag available (starting from 1kg) which is ideal for seeing what your dog thinks before buying a bigger bag! Check out our Trial Packs page for more info. 

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Our dry foods are sourced and made in the Czech Republic, we use free run chicken/turkey. Our wet foods are sourced locally from family-run farms and manufactured in the UK - where procedure includes audits to suppliers to verify on site the full observance of EC regulations regarding quality, food safety, environment and animal welfare.     Back to the top

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Our Tetrapak wet foods are 100% recyclable and have an 80% lower global warming impact vs. a can.

Not only are our mini-bones treats packaged in recyclable card, but the card itself is also made from recycled materials.... including recycled TetraPaks. 

The packaging for our dry foods is a number 7 recyclable plastic, you can contact your local council to check their recycling terms. We are working towards making our packaging more easily recyclable and reducing our plastic use. More information on our sustainability efforts is available here. Back to the top

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As a health led dog food company, we take the quality of our ingredients very seriously. We believe that your pooch deserves nothing but the best when it comes to their nutrition. That's why we only use non-GMO ingredients in our recipes. Eating non-GMO food means that your dog is consuming food that is closer to its natural state, and does not contain any potentially harmful genes or chemicals. At our health led dog food company, we source our ingredients from farmers who use sustainable farming practices that do not involve the use of GMOs. Back to the top

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We are a cruelty free brand. We are PETA accredited and have pledged never to conduct, contract out, or fund animal tests in the developing, manufacturing, testing or marketing of our products. You can read more about that here: https://www.peta.org.uk/living/non-animal-tested-companion-animal-food/

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