How do I make a return?

We’re sorry to hear your order was not to your satisfaction & that you would like to request a return. 

Returns must be initiated within 10 days of receiving your order.

You can request a return at https://identitypet.returnscenter.com/. 

ALL RETURNS MUST BE REQUESTED AT THE LINK ABOVE - WE DO NOT ISSUE RETURNS ANY OTHER WAY. 

We process exchanges manually via email, however, please also request a return at this link above to begin this process. 

Our return policy can be found at https://www.identitypet.com/pages/return-shipping-policy.

We are unable to approve any returns that are 10 days past receipt of your order - no exceptions. Orders with discounts applied are not eligible for returns per our policy at https://www.identitypet.com/pages/return-shipping-policy.

We always recommend including as much information as possible with your return request. We do require images for product quality concerns or damage. You can email this information to [email protected].

Once your return is approved, you will be emailed a pre-paid return label to print & affix to the package. The package needs to be dropped off at FedEx. We setup a home pickup for an additional fee. Please be sure to include the original order confirmation page you were emailed. We require your order number ending in RW arrive with the package to process the return. 

 
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. We will deduct the cost of return shipping + 10% restocking fee from the amount refunded to your card. Please allow up to 60 days after we receive your product back to process the refund.  

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 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.

Certain items may not be eligible for return due to being fresh (frozen) products, final sale, or other reasons.

We do not accept returns for orders which are rejected by the purchaser and are returned to sender. You should accept the package and contact us for a return as the address to send returns differs from where we ship the orders from. Additional costs may be incurred for orders which are "return to sender."

How do I make a return?Updated 7 months ago