How do I make a return?Updated 11 days ago
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 [email protected] with photos of both the product and packaging. We may, at our sole discretion, replace damaged items. 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.
Our full Return & Shipping Policy can be found at: https://www.identitypet.com/pages/return-shipping-policy