My package is lost/stolen

We are sorry to hear your package has not been delivered yet. Please understand that UPS/FedEx are third party carriers & we do not have control over their processes once we provide the package to them for delivery. We also are subject to their operational requirements since we do not control these companies.

Have you checked with your neighbors and/or around your house? Sometimes packages are accidentally left at the wrong house or wrong door.

If the package is suspected to have been stolen we ask that you please file a police report.

identity Pet Nutrition now offers additional insurance for all shipments.

We can file a UPS/FedEx claim if you can send us information about the lost package and/or police reports, if necessary to [email protected]. We request as much detail as possible.

We are required to recommend you contact UPS/FedEx as well since standard shipping contracts state that title for the product passes to you when we deliver the package to UPS/FedEx. Please understand, this is a standard UPS/FedEx policy for all merchants and not a policy of identity Pet Nutrition.

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 delivery of the package to UPS/FedEx per Uniform Commercial Code (UCC) 2-509 which provides that In a shipment contract, the buyer bears the risk of loss for the goods before they receive them. The seller's only duty is to get the goods to a common carrier and make proper delivery arrangements. Therefore, your goods are considered delivered by identitypet.com when we provide them to the carrier (UPS/FedEx). If your package is lost, stolen or damaged we can assist with filing a claim after 5 days of delay if you contact us at [email protected].

Lastly, sometimes UPS/FedEx marks packages as delivered when in fact they are still in transit, this is why we request you to wait at least 5 days before contacting us for a claim.

It is possible your package may come in the next 24-96 hours. If the package does arrive, please let us know so we can assist with filing a claim & work to ship you a replacement package.

Please know we are working hard to get this resolved.

My package is lost/stolenUpdated 2 months ago