Return & Shipping Policy*

At identity Pet Nutrition, we take great pride in crafting the highest-quality pet foods using only the finest ingredients from sustainable, responsible sources. Because our foods are perishable, ultra-premium, and made with care, all sales are final.

We are transitioning to a no returns, no refunds policy to continue offering fair pricing to all customers and to minimize food waste. This policy allows us to remain focused on delivering uncompromising nutrition, food safety, and value across our entire product line.

ALL SALES FINAL — NO RETURNS, EXCHANGES OR REFUNDS

· Due to the perishable nature of our products and the safety standards we uphold, we do not accept returns or exchanges for any reason, including dissatisfaction with flavor, recipe changes, shipping delays, or subscription management issues.

· If your product arrives damaged or defective, please contact our Customer Care team within 24 to 48 hours of delivery at customercare@identitypet.com with photos of both the product and packaging. We may, at our sole discretion, replace damaged items.

o We take great care to minimize dented cans during shipping. All case products are packed with a cardboard protector inside right-sized, durable boxes to ensure safe transit. However, despite best efforts, minor dents or cosmetic imperfections may occasionally occur. According to guidance from the Canned Food Alliance, small dents that do not affect the seams or cause leakage do not compromise food safety or quality and do not require replacement. If a can is leaking, broken, or has an exposed seal, please do not use the product and contact us immediately. We are happy to assist with any legitimate damage claims and reserve the right to request clear photographs of the affected item(s) for verification. We reserve the right to request photos of the shipping box, packaging materials, and the physical product received.

· Frozen products, auto-ship orders, discounted purchases, and sample packs are always final sale and are not eligible for return or refund under any circumstance except for damage replacement at our sole discretion. Monetary refunds are not provided for frozen shipments.

· Once an order is placed, it cannot be canceled or modified due to our highly automated fulfillment systems, which begin processing orders immediately. Additionally, we ship a high volume of orders each day, and manual changes can delay fulfillment for other customers. For clarity, all placed orders are subject to our return policy, including a cancellation fee of the greater of 10% or $15. identity Pet Nutrition reserves the right to charge—or waive at its sole discretion—this fee if any exception is made. If you wish to add items to an existing order, please place a separate order. We do not store credit card information, and our auto-ship program is managed by a third-party software provider, which limits our access to payment data.

· Orders cannot be canceled or refunded due to the release or availability of new (or better) promotional offers after purchase. Customers are responsible for entering any applicable discount codes at checkout and confirming that the discount has been applied before submitting their order. We are unable to apply discount codes retroactively once an order has been placed.

SUBSCRIPTION POLICY

· Customers are responsible for managing and updating their Auto-Ship & Save subscriptions. Orders that ship due to customer failure to cancel or update their subscription are not eligible for return, refund, or cancellation.

· All subscription orders receive an email reminder 2–3 days before the scheduled charge. To ensure you receive these notifications, please add customercare@identitypet.com to your safe sender list and check your spam or junk folder if needed.

· Subscription orders are billed prior to shipment. Once processed and charged, they cannot be modified, canceled, or refunded under any circumstance.

· Our systems track all changes to subscription orders and can provide a full log of any updates made to your account. identity Pet Nutrition assumes no responsibility for a customer’s failure to manage, pause, update or cancel their subscription.

§ Simply stating that a subscription was canceled is not a valid defense, as:

§ 1. All Subscription changes are recorded

§ 2. Reminder emails are sent before each charge

· identity Pet Nutrition reserves the right to apply the greater of a 10% restocking fee or a $15 processing fee when an exception is granted for a missed cancellation and a shipment is requested to be removed or returned after processing.

· Effective April 19, 2024, we have updated the terms and conditions for our Auto-Ship & Save subscription program to improve order reliability and reduce delays. Previously, if one item in your subscription was out of stock, the entire order would fail to process, causing delays even for in-stock items. Moving forward: If an item is out of stock, identity Pet Nutrition will automatically push that item to your next charge date—so that in-stock items are still billed and shipped on schedule. This update gives us permission to:

§ Charge and ship in-stock items according to your regular subscription schedule.

§ Automatically reschedule out-of-stock items to your next billing cycle

· Our system does not send additional product unless we can successfully process your credit card. If a payment attempt fails, your shipment may be delayed. We send an email 2–3 days prior to each charge so you can make any changes before your order is processed. Once a charge is processed, the order cannot be canceled and is subject to our policies included herein.

FRESH FROZEN GENTLY COOKED SHIPPING & DELIVERY POLICY

· Our gently cooked fresh frozen foods ship on Mondays and Tuesdays for all orders placed by the preceding Sunday at 11:00 AM MST, ensuring proper transit with dry ice. This schedule is subject to change or delay without notice due to weather, dry ice shortages, carrier issues, or other force majeure events.

· Holidays may impact our shipping schedule. If a holiday falls mid-week, we may delay shipping to the following week to avoid packages sitting in carrier warehouses, as UPS does not operate on holidays.

· Fresh frozen subscriptions are billed on Sundays, and frozen orders are packed with at least 5 lbs of dry ice per day in transit. Overnight shipments may use ice packs instead of dry ice to comply with carrier regulations. Packages are designed to arrive cold to the touch, with most or all dry ice fully sublimated by delivery to reduce handling risk.

· At our discretion, we may ship frozen orders Wednesday–Friday for destinations near Windsor, CO, where weekend transit delays are not a concern.

· Customers are fully responsible for promptly retrieving their packages and storing them in a refrigerator or freezer. By placing an order, you acknowledge that you are purchasing a perishable frozen item and agree to assume responsibility for timely receipt.

· identity Pet Nutrition is not liable for losses related to:

o Packages sent to unattended or commercial addresses

o Businesses closures at the time of delivery

o Missed delivery attempts

o Stolen, spoiled, or mishandled packages due to absence at delivery

FRAUD PREVENTION & CHARGEBACKS

· Chargebacks filed without first contacting identity Pet Nutrition for resolution may result in account suspension, closure, and denial of future purchases.

· We reserve the right to deny any claim if a credit card chargeback is initiated before identity Pet Nutrition or our fulfillment partners have been given a reasonable opportunity to resolve the issue.

· FRAUD DETECTION MONITORING & ORDER VERIFICATION: identity Pet Nutrition employs advanced systems to monitor for potential fraud and chargebacks. If an order is flagged as high risk, we reserve the right to request identity verification before fulfilling the order. This may include:

o A valid government-issued ID

o A recent utility bill (e.g., TV, phone, electric, or gas) showing the billing address used in the order

· We reserve the right to delay or cancel shipment until verification is completed.

SALES DISCOUNTS

Coupon codes and/or discounts may not be combined or stacked including with the 10% discount for Auto-Ship & Save. Eligibility: Certain offers are not valid for existing customers. Discounts are limited to one (1) per household. Order Limitations: We reserve the right to limit discounted purchases to a specific number of units, cases, or a dollar value. Orders for discounted products may be capped at four (4) cases per product unless stated otherwise. Discounts are not valid for out-of-stock items or Persona Collection products unless otherwise stated. We reserve the right to change or cancel any promotional offer at any time, for any reason, including no reason at all. Customer Policy: We reserve the right to refuse discounts or shipment to customers who violate these terms or abuse discount policies. Orders intended for new customers only may be canceled by identity Pet Nutrition if they are determined to be from an existing customer (based on characteristics including but not limited to name, email, address, IP address, or other identifiers at identity Pet Nutrition, LLC’s sole discretion). 50% Discount Policy: All 50% discounts are limited to one (1) item per customer & are for eligible new customers only. 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. Orders cannot be canceled or refunded due to the availability of new or better coupon offers after purchase. 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.

RETURNS FOR RETAIL PURCHASES

If you purchased a product from one of our authorized retail partners, please contact that retailer directly to initiate a return and receive a refund. identity Pet Nutrition will credit the retailer’s account once the return is processed.

WHY THIS MATTERS

We understand returns are standard practice for some brands—but our mission is different.

We are committed to minimizing waste, maximizing quality, and maintaining sustainable pricing for all customers. This zero-returns policy allows us to focus our resources where they matter most: your pet’s health and nutrition.

By placing an order at identitypet.com, you agree to the policies outlined herein and any additional policies listed on our website.

Shipping Policy

STANDARD SHIPPING

Free shipping is available on all orders over $59.99 when purchased at identitypet.com. Our variety sample packs also ship free.
Orders under $59.99 ship for a flat rate of $9.95.
We ship anywhere in the contiguous United States using UPS as our preferred carrier, with delivery typically within 3–7 business days.
Orders are generally processed within 24–48 hours of receipt.

Orders placed after 10:00 AM MST on Friday, or on a holiday, will ship the next business day (typically Monday unless a holiday).
Our gently cooked fresh frozen foods ship on Mondays and Tuesdays for all orders placed by the preceding Sunday at 11:00 AM MST, ensuring proper transit with dry ice. This schedule is subject to change or delay without notice due to weather, dry ice shortages, carrier issues, or other force majeure events.

Need your order faster? We now offer expedited shipping options at checkout for a nominal fee.

FROZEN PRODUCT SHIPPING

All frozen orders ship on Mondays and Tuesdays for all orders placed by the preceding Sunday at 11:00 AM MST, ensuring proper transit with dry ice. This schedule is subject to change or delay without notice due to weather, dry ice shortages, carrier issues, or other force majeure events.
Orders are packed with at least 5 lbs of dry ice per day in transit to maintain safe temperatures. Packages are designed to arrive cold to the touch with dry ice likely fully sublimated before delivery (to prevent injury).
Frozen subscriptions are billed on Sundays.
Orders may occasionally ship Wednesday to Friday for addresses near Windsor, CO, if weekend holds can be avoided.
Holidays may affect shipping schedules. If a holiday falls mid-week, your order may be held until the following week to prevent delays.

All frozen sales are final. No returns or monetary refunds are available due to the perishable nature of the product. If there is a shipping issue, we may—at our discretion—reship the product.

Photo documentation is required for any claims related to shipping issues.
Customers are responsible for promptly retrieving frozen deliveries. By placing an order, you acknowledge that you are purchasing a perishable frozen item.
identity Pet Nutrition is not responsible for:

Missed deliveries due to absence or business closures
Packages sent to unattended or closed commercial addresses
Lost, stolen, or spoiled shipments due to failure to retrieve the order

SHIPPING RESTRICTIONS

We do not ship to:

PO Boxes or APO/FPO addresses
International destinations
Puerto Rico

Canned pet foods can be shipped to Alaska and Hawaii for an additional charge calculated at checkout. Transit times may exceed 7 days.
Frozen products cannot be shipped to Alaska or Hawaii at this time without additional charges for expedited shipping.

CLAIMS POLICY FOR LOST, STOLEN, OR DAMAGED PACKAGES

Effective January 2025, identity Pet Nutrition, LLC has implemented additional insurance coverage for lost, stolen, or damaged packages—provided our damage claim policy is followed as outlined below.

We reserve the right to require specific documentation—including photos or videos—before approving any reimbursement or replacement. Claims submitted without the required documentation may be denied.

How to File a Claim

To help us resolve your issue efficiently, please send the following information via email to customercare@identitypet.com:

1. A detailed description of the issue

Include your 5-digit order number (ending in RW) and tracking number (if known) alongside a description of the issue.

2. Seven (7) clear photos in JPEG, PNG or BMP format:

Photo 1: The damaged item
Photo 2: The damaged item inside the original box, showing all original cushioning
Photo 3: The packaging materials used (e.g., bubble wrap, cardboard dividers)
Photo 4: A close-up of the shipping label with the tracking number
Photo 5: A close-up of the Box Manufacturer’s Certificate (BMC), if available (typically found on a bottom flap)
Photo 6: Two photos showing all six sides of the package

One showing the top and two sides
One showing the bottom and opposite sides

Photo 7: The package dimensions (height, length, width) included in the email body

Important:

Please retain the damaged product. UPS or FedEx may require inspection during their claims process.
We may require a police report for stolen packages.
For fastest processing, submit all required information in a single email. Multiple or incomplete messages may delay your claim.

RISK OF LOSS & INSURANCE

All products are shipped under a shipment contract in accordance with UCC 2-509. This means that risk of loss and title transfers to the buyer once the product is handed over to the shipping carrier.

identity Pet Nutrition is not liable for:

Lost, stolen, or misdelivered packages
Damage or loss due to weather or other Acts of God

If you'd like to require a signature at delivery, please contact us in advance—there is a $4.50 fee for this service.

We reserve the right to request a police report in the event of a stolen package.

CONTACTING CUSTOMER CARE

For faster assistance:

Have your 5-digit order ID ending in RW ready. This is provided in your confirmation email.
We can only assist customers who contact us using the email address used to place the order. This protects your account and ensures we're speaking with the rightful owner.

*Terms & Conditions may apply.