A Note About Auto-Ship & Save, Subscription Transparency, and Customer Communication
At Identity Pet Nutrition, we believe customers should understand exactly what they are purchasing, how recurring orders work, and how to get help when they need it.
Identity Pet Nutrition is a BBB Accredited Business, and transparency, responsiveness, and fair dealing with our customers are extremely important to us. We are a small, family-owned business serving thousands of happy pet parents, and our purchase, subscription, shipping, cancellation, and refund policies are publicly available.
We want to clarify a few important things about how subscriptions work at IdentityPet.com.
One-time purchase is our default option. Auto-Ship & Save is completely optional.
Customers are never required to subscribe in order to purchase Identity Pet Nutrition products. Choosing a one-time purchase does not create a recurring subscription.
When a customer voluntarily selects Auto-Ship & Save, they choose the frequency at which future orders will occur and agree to the applicable recurring-order terms as part of the subscription purchase process. That authorizes recurring orders and charges according to the selected schedule until the subscription is changed, skipped, rescheduled, paused, or cancelled.
Each product is managed as its own individual subscription, giving you the flexibility to choose different quantities, delivery frequencies, and renewal dates for each item.
We understand that circumstances change. Pets change foods. People forget about subscriptions. Customers move, travel, or simply decide they no longer need an upcoming shipment.
That is why customers can manage their subscriptions and why our Customer Care team helps customers with subscription questions every day.
We send advance notice before renewals
Approximately 2–3 days before each scheduled subscription charge, we send an upcoming-order reminder to the email address associated with the customer’s account.
That provides another opportunity to review the upcoming order and make changes before it processes.
If you use Auto-Ship & Save, we encourage you to make sure the email address associated with your account is current and add customercare@identitypet.com to your contacts or approved-sender list.
If you need help changing, skipping, rescheduling, or cancelling an upcoming renewal, please contact us before the scheduled charge. We would much rather help you before an order processes than have you surprised afterward.
Your subscription and payment information
Identity Pet Nutrition uses Recharge, a leading ecommerce subscription-management platform, to administer recurring subscriptions.
Subscription charges occur according to the frequency authorized by the customer. Identity Pet Nutrition employees do not have access to customers’ full credit-card numbers and cannot simply retrieve a customer’s card number and independently charge it.
As a matter of company policy, we also do not make customer-requested changes to a subscription without clear written authorization from the customer.
Recharge maintains detailed subscription activity history that allows us to review relevant account activity when questions arise, including subscription changes, skipped or rescheduled renewals, and cancellations.
What happens after a subscription charge processes?
Our fulfillment system is highly automated because our customers depend on these shipments to feed their pets and expect orders to move quickly.
Once a scheduled subscription renewal successfully charges, the resulting order is automatically created and begins moving into inventory allocation and fulfillment.
We intentionally move orders quickly because pet parents rely on us to feed their pets. In many circumstances subscription orders ship before our customer care office is open for the day.
Cancelling the subscription after that point stops future subscription renewals, but it does not retroactively cancel an order that has already been generated and entered processing.
A customer can decide at any time that they no longer want future subscription orders, and we will help make sure those future renewals are stopped. An order that has already billed and entered processing, however, is governed by the policies applicable to that completed order.
If something doesn’t look right, please contact us
We take legitimate account concerns seriously.
If you believe you cancelled a subscription, did not authorize a subscription, received an unexpected renewal, or believe something else occurred incorrectly, please contact Customer Care.
We can review available account information, subscription activity, renewal notifications, order-processing records, and other relevant documentation to determine what happened.
We are also willing to review genuinely exceptional circumstances when appropriate.
An active subscription renewal, however, does not become an unauthorized transaction simply because a customer no longer wants the product after the scheduled renewal has processed. When there is a disagreement about what occurred, we rely on the documented account history. Every action on a subscription is recorded in an audit log that can be provided to subscribers upon request.
Customer service also requires mutual respect
Identity Pet Nutrition is a small, family-owned company. There are real people behind every email, phone call, order, and customer-service interaction.
Our employees are expected to treat customers professionally and respectfully—including when a customer is upset, disagrees with us, or believes we made a mistake.
Customers are equally entitled to criticize our company, leave truthful reviews, contact the Better Business Bureau, dispute a transaction through appropriate channels, or pursue other lawful consumer remedies.
A customer’s criticism of Identity Pet Nutrition does not determine whether we investigate an account issue or how we decide a legitimate claim.
There are, however, reasonable communication boundaries.
Repeatedly sending substantially identical messages, demanding immediate responses overnight, contacting multiple employees regarding the same issue, moving a customer-service dispute onto employees’ or owners’ personal accounts, making threats or personal attacks, or repeatedly contacting individuals after being asked to use an appropriate company channel does not result in faster service.
When communications become excessive, abusive, threatening, disruptive, or unwanted, Identity Pet Nutrition may require that further communication occur through one designated company channel or representative.
Our regular Customer Care hours are Monday through Friday, 9:00 AM–4:30 PM Mountain Time, excluding holidays and company closures.
Messages received outside those hours may not be reviewed or addressed until normal business operations resume. An overnight email does not require an employee or company owner to investigate an account in the middle of the night.
Our goal is resolution
We want customers to contact us when they need help.
If we make a mistake, we want the opportunity to identify it and make it right. If our records show that an order was properly generated from an active subscription, we will explain that as well.
Our goal is simple: make subscriptions easy to understand, give customers reasonable notice and control, and be available when they need help.
We simply ask customers to give our team a reasonable opportunity to investigate, communicate through the appropriate channels, and remember that there are real people on the other side of every interaction.
Questions about an Identity Pet Nutrition subscription? Please contact customercare@identitypet.com. We are happy to help.