Return & Shipping Policy

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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 100% 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. 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 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 multiple case returns and a majority of the cases must be unopened. 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. 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. 

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.

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. If you would like to add to your order, please place another order. Auto-ship & save orders are notified by email before the date of their charge. Customer accepts full responsibility for errors and omissions, including failure to update or cancel their auto-ship & save order. Once these 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 fee and return shipping costs. 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 can or cans. Cans with minor dents 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!

*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 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.

Risk of Loss: All products purchased at identitypet.com 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. We are not responsible for improperly delivered, lost, or stolen packages. If you would like to require a signature, please contact us so that we can arrange for a $4.50 fee to cover this. We also offer Route Shipping Protection, a low cost service that helps protect your package in case of improperly delivered, lost or stolen packages. 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 discounts may not be combined or stacked including with the 10% discount for Auto-Ship & Save.