Refund/Exchange Policy
Pet isn't interested?
Refunds are determined on a case-by-case basis. We recommend trying a "sampler pack" or small quantity if your pet is picky and/or hasn't tried freeze dried raw before. Most pets that have eaten kibble or dehydrated treats don't have any hesitation to eat a freeze-dried treat. In our experience, raw-fed pets also are quick to get excited about a freeze-dried raw treat. If you plan to make an entire meal out of freeze-dried raw products for a pet that has never eaten raw before, we are happy to give you some tips to get your pet started if they aren't immediately interested. Credit/exchanges may be made for unopened packages of food shipped back to us, but please contact first for specific instructions. To be eligible for a return, products must be returned in their original packaging. Refunds will be issued to the original payment method once we receive the returned items. Please note, shipping costs are non-refundable unless the return is due to our error.
Received the wrong item?
Hopefully we will not have this happen, but if you receive something different than what you ordered, contact us immediately so we can remedy the situation by shipping you the correct item or providing a credit for a future order. Depending on the product quantity, we may have you return it (at our cost) or donate it to a shelter/rescue of your choosing. To process a refund/exchange, we must be contacted before the product is disposed of or shipped back to us.
Think there is a problem with the food?
Package damaged during shipping and/or something seems "off" in any way? If the product packaging is damaged, it is possible the product safety could be compromised. Please keep the food and packaging, but do not feed your pet the food. Contact us for advisement immediately. Safety is our number one priority. We will likely need photos of any damage to your order's packaging in order to refund you and file a claim with the shipper. To process a refund/exchange, we must be contacted before the product is disposed of or shipped back to us.