How do I manage my auto-ship subscription and what are the policies regarding changes and cancellations?Updated 7 months ago

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 orders, change the frequency of shipments, skip your next order, update billing information or cancel an order. Simply navigate to the subscription management section after you log in with your credentials. Here's the link for quick access: https://www.identitypet.com/tools/recurring/get-subscription-access?passwordless=true. 

We always recommend skipping a subscription rather than cancelling it to ensure you are grandfathered into the best pricing & that you are included in future inventory planning. We allocate inventory when there is a shortage to subscriptions first. If you have too much food or need it sooner you can always change the frequency of your subscription too. 

The auto-ship program at identity Pet Nutrition is a customer managed program. That being said, identity Pet Nutrition is not responsible for errors or omissions in auto-ship orders. This is because we can't possibly know what you are thinking. As a customer, it's crucial to ensure that all details are accurate and that any necessary changes are made proactively. For any subscription changes, we highly recommend checking your account well in advance of your next scheduled order. We also send reminder emails 2-3 days in advance of your subscription billing date. 

Please note that once an order is placed, it cannot be cancelled or modified due to our highly automated fulfillment system designed to process orders swiftly. If you receive an email notification regarding upcoming charges for auto-ship orders, it's a good practice to check spam folders or ensure that Mail is marked as an accepted sender so that no communications are missed. Should you need to cancel an auto-ship order, you must do so before it enters the picking and/or shipping process to avoid any restocking or return shipping fees as outlined in our policy at https://www.identitypet.com/pages/return-shipping-policy.

For those who need to skip or cancel an order and are encountering difficulties with the website, identity Pet Nutrition offers assistance for extenuating circumstances. In such cases, please reach out by email with the details of your requested change(s) to get the support you need.