Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page. We recommend that you make sure [email protected] is a
Our shipping policies can be found here: https://www.identitypet.com/pages/return-shipping-policy. We cannot ship internationally. We also cannot ship to PO Boxes. Currently, we do not offer international shipping due to limitations surrounding regul
You may contact our customer care team at [email protected]. Please include your order number and the reason for cancellation in your message. Orders can only be canceled before they have been dispatched for picking. If your order has alre
Our return & shipping policy can be found here: https://www.identitypet.com/pages/return-shipping-policy. Unfortunately, we are unable to offer refunds or exchanges on fresh (frozen) products after a purchase has been made. This policy is due to the
Returns must be initiated within 10 days of receiving your order. Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method
Thank you for your message & interest in identity. We understand you may not want to commit to a full case purchase without knowing if your pet will enjoy our food. While we do not offer free samples or the ability to create 'customized' sample packs
Managing your auto-ship subscription can easily be done by logging into your subscription account here: https://www.identitypet.com/tools/recurring/get-subscription-access?passwordless=true. Once logged in, you have the ability to add items to your o
Thank you for your message & interest in identity. We understand you may not want to commit to a full case purchase without knowing if your pet will enjoy our food. While we do not offer free samples or the ability to create 'customized' sample packs
Yes, expedited shipping is available for an additional cost, typically starting at $35-$125 depending on your location & the discounted rates we are charged by UPS. Your package's delivery time might be similar to your last order, which arrived withi
While we do not have a specific breeder discount at this time, we do provide a 5-10% discount for all auto-ship orders. If you hold a wholesale resale license, we may be able to offer you wholesale pricing. A wholesale resale license is required as t
If your order is delayed due to operational conditions or weather, such as UPS experiencing disruptions, please contact us at [email protected]. Unfortunately, shipping delays can occur and are often beyond our control as they are a result
Our fresh frozen diets are shipped to maintain a frozen state and may arrive somewhere between semi-frozen and cold to the touch (generally around 40 degrees fahrenheit). As long as they are refrozen before opening, they are safe for your pet(s) cons
To guarantee timely shipping of fresh-frozen food orders, you should place your order before the specified by Sunday evening so we can ship the order per our policy Monday & Tuesday. Auto-ship orders bill on Sunday so they can be delivered timely dur
If you need physical copies of your order receipts, please contact our customer care. Provide your order details including your order number ending in RW, and we will arrange to send the requested receipts to your email address as soon as possible.
As per guidance by the Canned Food Alliance small dents do not affect the contents of the can if the can does not leak. If the can is leaking, however the food should not be used. The Food Safety Inspection Service of the United States Department of
identity Pet Nutrition now offers additional insurance for all shipments. UPS/FedEx has a standard risk of loss policy for all shipments (whether from us or someone like Amazon) whereby the risk of loss & title pass to the purchaser (you) upon our de
We apologize for the issue with your recent order. We do require the wrong product is returned to us. If you could please request a return at https://identitypet.returnscenter.com/ Once approved you will be able to print off a return package label.
You can login to your account here to update your information and subscription: https://www.identitypet.com/tools/recurring/get-subscription-access?passwordless=true You can manage your auto-ship account here to add items to your orders, change your
identity Pet Nutrition no longer offers Route Shipping Protection effective February 2025. Instead, we now offer additional insurance for all shipments. Please contact us at [email protected] for assistance with a claim & replacement.