Return & Shipping Policy

Love it or it’s free!

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. 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. Our diets are extremely palatable and well accepted by dogs and cats; on average our return rate is less than 0.5%. Variety "sample" packs are not eligible for a refund.

To request a refund, please email us at or give us a call at 833.720.7387. 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. 

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.


Shipping is ALWAYS 100% FREE on orders over $49 when you shop at Shipping for orders under $49 is $5.95. We ship anywhere in the contiguous US and you can expect your order to usually arrive within 2-5 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 MT on Friday and/or a holiday will not ship until the next regular business day. 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 to Alaska or Hawaii for an additional charge which will be added at checkout.  

Risk of Loss: All products purchased at are made pursuant to a shipment contract. This means that the risk of loss and title for such products passes to you upon our delivery to the carrier.