My shipment was damaged. What is your claims process?Updated 13 days ago
Damaged & Delayed Package Policy
Thank you for reaching out, and we sincerely apologize for any issues with your recent order. Below is the information required to help process your damage claim (which includes delayed shipments resulting in perished delivery outside generally accepted USDA standards outlined below).
At identity Pet Nutrition, we uphold the highest quality standards and take every precaution to ensure your products arrive in excellent condition. However, once an order leaves our facility, it is handled by third-party carriers such as UPS and FedEx, where damage or delays can occur. identity Pet Nutrition does not have control over third-party carriers and cannot be held responsible for damage or delays caused during transit. That said, we document all claims to help prevent future issues where possible. We include added shipping insurance to expedite the replacement of shipments damaged by UPS, FedEx or other third party carriers.
The information provided here outlines the details required to process damage claims (including perished packages resulting from shipment delay) properly. It does not guarantee or determine the final outcome of your claim. Please do not assume that your package will not be replaced, as each claim is reviewed objectively and in accordance with our policy, and the insurance coverage policy included with each shipment. The first step in addressing your claim is to gather and submit the required information listed below. To ensure a fair, consistent and efficient review process, our team strives to remain objective to gather facts to properly investigate how your package was damaged. We appreciate your understanding and cooperation.
Packaging and Shipping Standards
identity Pet Nutrition takes extensive precautions to minimize the risk of damage, including:
- Custom, durable shipping boxes
- Protective cardboard toppers
- Void fill for secure packaging
- Additional standards that exceed generally accepted shipping standards (where necessary)
For frozen orders:
- We include 5 lbs of dry ice per day of transit or cold packs for transit methods that do not allow dry ice (e.g., overnight air).
- Packages are designed to arrive with all dry ice sublimated (or nearly so), ensuring the food remains at least cold to the touch (42°F or below per USDA standards). This condition is safe for immediate freezing or refrigeration.
- Dry ice is intended to fully sublimate before delivery to prevent burns from direct contact.
Please note that shipping carriers handle packages an average of 27 times during transit, which may further contribute to occasional damage or delays beyond our control. Additionally, UPS & FedEx packages can be delayed outside our control which can result in frozen packages arriving perished. Our policy is mean't to properly document when these issues occur, to investigate them appropriately (to prevent future occurrences) and provide a replacement.
Filing a Claim for a Damaged or Delayed Package
To assist in resolving your issue, please provide the following via reply email to [email protected]:
- A detailed description of the damage (include your order number ending in RW and the tracking number if known).
- Seven (7) clear digital photos in JPEG, PNG or BMP format:
- Photo 1: The damaged item
- Photo 2: The damaged item inside the original box, showing all original cushioning
- Photo 3: The packaging materials used (e.g., bubble wrap, cardboard dividers)
- Photo 4: A close-up of the shipping label with the tracking number
- Photo 5: A close-up of the Box Manufacturer’s Certificate (BMC), if available (usually on a bottom flap)
- Photo 6: Two photos showing all six sides of the package (one displaying the top and two sides, the second displaying the bottom and opposite sides)
- Photo 7: The package dimensions (height, length, and width) included in the email body
Important: Please retain the damaged product, as UPS or FedEx may request an inspection during their claims process. For fast processing, please send all the information in a single email instead of splitting it into multiple messages.
Additional Considerations
- Lost or Stolen Packages: If your package is presumed stolen, we may require you to file a police report and provide a copy for claim processing.
- Risk of Loss Policy: Per Uniform Commercial Code (UCC) 2-509, risk of loss and title pass to the purchaser upon delivery to the carrier (UPS/FedEx). However, as of January 2025, Identity Pet Nutrition, LLC has implemented additional insurance coverage for lost, stolen, or damaged packages, provided our damage policy is followed as outlined here.
- Claims Review Process: We reserve the right to require specific documentation, including photos or videos, before approving reimbursement or replacement.
If you have any questions, please let us know. We appreciate your business and are here to assist you in resolving your claim as quickly & satisfactorily as possible.