Return & Shipping Policy*

We come to work each and every day with a simple mission to develop, market & produce only the healthiest, most nutritious foods & treats for companion pets using only the finest, freshest ingredients from responsible & sustainable sources - and we'll always stand behind our products. Our products carry a money-back satisfaction guarantee - if within 10 days of purchase your pet does not like our recipes, we will gladly offer a refund (less any return shipping costs + 10%) as long as you have not fed more than 5 cans from the case subject to the terms herein. Returns requested past 10 days of delivery are not eligible for return - no exceptions. Discounted orders are not eligible for return. In an effort to keep our prices competitive for all customers & limit abuse of our return policy we reserve the right to require the diet purchased be gradually transitioned into the pet's diet for 4-7 days before granting a refund (if approved by customer care the 5 cans per case rule does not apply in this situation). Our diets are extremely palatable and well accepted by dogs and cats; on average our return rate is less than 0.03%. Variety "sample" packs & treats are not eligible for a refund due to the custom nature of this product.

If it is your first time ordering or trying our products, please consider only purchasing one case. We reserve the right to include a 10% re-stocking fee to cancelled orders, multiple case returns and a majority of the cases must be unopened. Auto-ship orders which ship because of the customers failure to cancel or update their subscription are not eligible for return. We may reject multiple case returns (approving a return and refund for one case only) at our discretion. Our variety "sample" packs are a great place to start to figure out the recipes your pet likes best too.

Returns and exchanges are subject to approval. Route Shipping Protection charges cannot be refunded as this is a third party insurance product. We may reject multiple case returns (approving a return and refund for one case only) at our discretion. All shipments should be accepted by the recipient and a return requested through our policy & approval process. Customer may bear the cost of expenses related to rejected shipments or shipments which are rejected by "return to sender" which does not constitute a return under our policy. Returns may take up to 60 days to fully process. identity Pet Nutrition must be advised of any damage within 24 hours of receipt of product. Returns must arrive well packed in original packaging or a box in high quality, properly packed and without damage for the refund to be issued. We expect to receive returns back within 30 days of notice of approval. We reserve the right to deny returns in which product is thrown into a box and cans are left loose causing unnecessary damage which prevents our ability to donate these products to pets in need. We reserve the right to deny returns for product which is not returned within 30 days of approval. Orders with a discount code applied (including auto-ship & save subscription orders) are not eligible for return or exchange - all sales final. Auto-ship orders which ship because of the customers failure to cancel or update their subscription are not eligible for return. Customers must contact identity Pet Nutrition and provide us the opportunity to correct any issue before initiating a chargeback. identity Pet Nutrition reserves the right to refuse future shipments to customers who initiate a chargeback without contacting identity Pet Nutrition for resolution.

Any damage or discrepancies should be reported to Identity Pet Nutrition, as soon as possible upon delivery, meaning within 24 to 48 hours of receipt of the product(s). We reserve the right to request pictures of both the physical packaging, including packaging material which the product was delivered in and the physical product included in the package. identity Pet Nutrition accepts no responsibility for packages sent to commercial addresses including losses resulting from a closed business resulting in damages including but not limited to lost, stolen or perished packages - it is not identity Pet Nutrition's fault if you are not present to accept and/or sign for your delivery, if necessary.

Once an order is placed it cannot be cancelled or modified as our fulfillment systems are highly automated to fulfill orders as soon as possible. For clarity, once an order is placed it is subject to our return policy including a 10% restocking or $15 cancellation fee. Identity Pet Nutrition reserves the right to charge (or waive at its discretion) a nominal fee shall Identity Pet Nutrition make any exceptions to this policy. If you would like to add to your order, please place another order - we do not store credit card information & our auto-ship is managed by a third party software vendor so we only have limited access to credit card information. Auto-ship & save orders are notified by email 2-3 days before the date of their charge. Customers are responsible for updating & managing their auto-ship subscription. Our systems track all changes to subscription orders - we can provide a full log of any changes on your account. identity Pet Nutrition accepts no responsibility for a customers failure to manage their subscription & telling us you cancelled your subscription is not a valid defense since changes are tracked & an email is sent 2-3 days before any charge occurs. We always recommend checking your spam/junk folder if customercare@identitypet.com is not already an accepted sender. If we are not an accepted sender, we recommend adding customercare@identitypet.com as an accepted sender on your email client. There have been several changes made by these providers which can cause our emails to go to a spam/junk folder. Customer accepts full responsibility for errors and omissions, including failure to update or cancel their auto-ship & save order. Auto-ship orders which ship because of the customers failure to cancel or update their subscription are not eligible for return. Once orders are placed they cannot be modified or cancelled and are subject to our return policy which provides the customer is responsible for paying a 10% re-stocking/cancellation fee and return shipping costs. identity reserves the right to charge a $15 fee when an exception is made for consumers who fail to update their subscription and request the product to be removed from shipping. As per Route Shipping policies and our policies, a chargeback will result in suspension of our return and/or claim procedures and may result in denial of a return. We reserve the right to deny any return or claim for which a credit card chargeback is filed prior to providing identity or our partners the opportunity and time to cure the situation. A credit card chargeback may result in a return request being denied, delaying delivery of the product or final resolution of the matter.

We strive to minimize dented cans during the shipping process including shipping all our case products with a cardboard protector and right-sized, durable shipping boxes. However, there are occasions where you may receive a dented or imperfect can or cans. Cans with minor dents (or imperfections) and all seals intact do not compromise the food and do not necessarily require replacement. As per guidance by the Canned Food Alliance small dents do not affect the contents of the can as long as the can does not leak (and the seal is not broken). If the can is leaking, however the food should not be used. If you receive a dented can that is broken, food is exposed or the can is leaking, please contact us so we can happily assist you further. We reserve the right to request images of any damage.

To request a return or exchange, please email us at customercare@identitypet.com. Our customer care representatives will gladly work to refund the purchase price of the product & provide return instructions, if necessary. Customer may be responsible for any return shipping charges and re-stocking fees may apply.

If you purchased a product from one of our authorized retailers, please contact the retailer where you purchased the product from to arrange a return and receive a refund. Identity will credit the retailer’s account once they process the return.

It is our goal to ensure that you and your pet are completely satisfied with your experience every time you purchase from us!

FROZEN: The above terms apply. Our gently cooked fresh frozen foods ship on Monday & Tuesday to ensure proper transit with dry ice subject to change or delay without notice and is weather permitting or subject to dry ice availability. Please note: Holiday’s may impact this schedule. If a holiday is in the middle of the week, we may not be able to ship your package until the next week to avoid your package getting stuck in a warehouse since UPS shuts down for holidays. All gently cooked fresh frozen subscriptions bill on Sunday. Frozen orders ship with at least 5 lbs of dry ice per day in transit to ensure safe transit. The orders are designed to arrive cold to touch with most, if not all, dry ice having sublimated right before delivery since dry ice can cause burns if handled improperly. Orders may occasionally ship Wednesday to Friday if the location is within proximity to Windsor, CO so the package does not have to be held over the weekend. All sales final on frozen items. No returns, no refunds due to the nature of the product. If there as an issue we may re-ship product but frozen orders are not eligible for monetary refunds. We recommend Route Shipping Protection is purchased with all frozen orders. Pictures are required for all shipping issues. identity Pet Nutrition does not accept any responsibility for consumers failure to promptly retrieve their packages from their doorstep to refrigerate or freeze; by placing an order the consumer acknowledges they are purchasing a frozen perishable product. identity Pet Nutrition accepts no responsibility for packages sent to commercial addresses including losses resulting from a closed business resulting in damages including but not limited to lost, stolen or perished packages - it is not identity Pet Nutrition's fault if you are not present to accept and/or sign for your delivery, if necessary.

FRAUD DETECTION MONITORING: identity Pet Nutrition uses systems, including technology, to determine the risk for fraud and/or chargebacks on orders. If your order is flagged as potentially fraudulent, identity Pet Nutrition reserves the right to require the following for account security verification purposes: (1) a government issued photo id, (2) a recent bill such as a tv, phone, electric or gas bill with the address on the order. identity Pet Nutrition reserves the right to delay and/or refuse shipment until the account can be verified.

By placing an order you agree to all policies explained herein and which may be listed in various forms at identitypet.com.

*Terms & Conditions may apply.

Shipping

Shipping is ALWAYS 100% FREE on orders over $59.99 when you shop at identitypet.com. Our variety "sample" packs also include free shipping. Shipping for orders under $59.99 is $9.95. We ship anywhere in the contiguous US and you can expect your order to usually arrive within 3-7 days via FedEx or UPS. We make every effort to process your order within 24-48 hours of receipt. Orders received after 10:00 AM MST on Friday and/or a holiday will not ship until the next regular business day. This means orders placed on Saturday & Sunday ship the next regular business day, typically Monday unless it is a holiday. If you need it sooner, give us a call & we can usually arrange faster shipping for a nominal charge.

We are unable to ship international orders, orders to Puerto Rico, orders to PO Boxes & APO/FPO addresses at this time. We can ship our canned pet foods to Alaska or Hawaii for an additional charge which will be added at checkout. Transit times to Alaska & Hawaii may be longer than 3-7 days. Unfortunately, at this time our frozen diets cannot be shipped to Alaska or Hawaii.

Risk of Loss: All products purchased at identitypet.com are made pursuant to a shipment contract. Uniform Commercial Code (UCC) 2-509 provides that In a shipment contract, the buyer bears the risk of loss for the goods before they receive them. The seller's only duty is to get the goods to a common carrier and make proper delivery arrangements. Therefore, your goods are considered delivered by identitypet.com when we provide them to the carrier (UPS/FedEx). This means that the risk of loss and title for such products passes to you upon our delivery to the carrier. We are not responsible for improperly delivered, lost, or stolen packages. We are not responsible for packages which are lost, damaged or destroyed because of an act of god, including but not limited to, weather, that delays delivery of your package. If you would like to require a signature, please contact us so that we can arrange for a $4.50 fee to cover this. To keep our prices competitive for all customers, we do not insure packages against loss, damage & theft which would add approx. 15% to the cost of our products; instead we offer Route Shipping Protection as an optional third party insurance which 90%+ of our customers add to their purchases. We reserve the right to request a police report be filed for any stolen packages.

When contacting our customer care team, we request that you have your 4-digit order ID ending in RW to provide to the customer care agent. This number is provided upon confirmation of your order and via email. We process a large volume of orders and having this number available and ready will allow us to better assist you.

Sales Discounts

Coupon codes and/or discounts may not be combined or stacked including with the 10% discount for Auto-Ship & Save. Discounts cannot be added retroactively after an order is placed; all discounts must be entered prior to checkout by the customer. Orders placed with a discount code are considered final and are not eligible for cancellation, return, or exchange. identity Pet Nutrition reserves the right to limit the amount of items purchased with a discount code to a certain number of units or dollar value. Percentage-based discounts (e.g., "25% off") may be subject to a maximum discount limit. This means that while the discount percentage will be applied to the purchase total, the maximum amount that can be discounted is capped at a specified value. ie. A "25% off" discount with a maximum discount of $35 means that: If your purchase total is $100, you will receive $25 off (25% of $100). If your purchase total is $200, you will receive $35 off, as it exceeds the cap. Coupon code & discount offers may be rescinded at any time based on product availability or for any reason including no reason at all. Coupon codes & discounts have no cash value & are non-transferrable. Orders with a coupon code or discount code applied (including auto-ship & save subscription orders) are not eligible for return or exchange - all sales final.

AUTO-SHIP & SAVE SUBSCRIPTION TERMS UPDATE

This is an update to the terms & conditions for our auto-ship & save subscription orders.

Currently, when we are out of stock of an item, our subscription system will cause your entire order to not process the charge, meaning your shipment is being delayed for items we currently have in stock because the out of stock items are preventing your credit card from charging.

As of April 19, 2024 we are updating our terms & conditions such that by agreeing that if you sign up for our auto-ship & save program you give identity Pet Nutrition the authority to push items we are out of stock on to your next charge date so that items we have in stock are processed according to your regular charge schedule.

This means identity Pet Nutrition will automatically adjust your subscription to charge for items we have in stock (or which may be out of stock) so that they ship without further delay & we will reschedule out of stock items to your next charge date to avoid any disruption if necessary.

Auto-ship & save subscription orders are not eligible for return or refund. Auto-ship orders which ship because of the customers failure to cancel or update their subscription are not eligible for return. Once orders are placed they cannot be modified or cancelled and are subject to our return policy which provides the customer is responsible for paying a 10% re-stocking/cancellation fee and return shipping costs. identity reserves the right to charge a $15 fee when an exception is made for consumers who fail to update their subscription and request the product to be removed from shipping.

Please note: Unlike some subscription programs, our auto-ship & save subscription program does not send you more product until we are able to successfully charge your credit card to confirm your order. If your credit card fails to be charged, this may result in a delay of shipment for your order. We send emails 2-3 days in advance ahead of a credit card charge so you can make any changes or updates to your subscription, if necessary, ahead of the charge (order) date. Subscription orders cannot be cancelled once the order charges and are subject to our normal shipping & return policies at https://www.identitypet.com/pages/return-shipping-policy.