Refund policy

Return, Refund & Product Concern Policy

Due to the perishable nature of our products and food safety requirements, all sales are final. This includes all raw products, dehydrated products, accessories, promotional items, giveaways, donations, sponsored products, and prize winnings.

We do not accept returns, exchanges, or refunds on products once they have left our facility, retail location, or authorized retailer.

At the sole discretion of Ancestral Raw Nutrition, we may review concerns on a case-by-case basis and may choose to provide a replacement product, store credit, partial credit, or another mutually agreed-upon resolution when appropriate. Any accommodation provided does not constitute an obligation or establish future precedent.

Any product concerns, including but not limited to:

Product quality concerns
Damaged products
Spoilage concerns
Thawing during transit
Missing items or shortages
Packaging defects
Incorrect products received

must be reported to Ancestral Raw Nutrition within 72 hours (3 days) of delivery or purchase. Failure to report concerns within this timeframe may result in denial of the claim.

To assist with claim investigation and review, customers must provide:

Clear photos of the product
Photos of packaging and labels
Photos of shipping boxes (if applicable)
Photos of any visible damage or issue

Failure to provide supporting documentation may result in the denial of the claim.

Due to food safety and handling requirements, frozen raw pet food products cannot be returned once they leave our facility or an authorized retailer unless there is a verified:

Manufacturer defect
Product quality issue
Packaging defect or shipping damage
Incorrect product fulfillment
Product recall

Returns, exchanges, or claims based on the following generally do not qualify for refunds:

Customer preference
Pet acceptance or palatability
Feeding concerns
Change of mind
Diet changes
Customer assumptions regarding ingredients, texture, or bone content

We encourage customers to contact us before purchase if they have questions regarding ingredients, bone content, feeding recommendations, transitioning to raw feeding, or selecting the appropriate product for their pet.

For retailer accounts, products returned by customers due to preference, feeding concerns, pet acceptance, or other non-quality related reasons may not qualify for manufacturer credit.

Retailer Return Policy – Frozen Raw Products

All sales are final. Due to food safety and handling requirements, frozen raw pet food products cannot be returned once they have left the store unless there is a verified quality issue, manufacturer defect, packaging damage, or product recall. Returns based on preference, feeding concerns, or changes of mind are generally not eligible for refund. We encourage customers to contact us before purchase if they have questions regarding bone content, feeding recommendations, or transitioning to raw.

Dehydrated Treats Return Policy:

There is a 1-week return window for dehydrated treats. No items that are half-fed will be accepted for refund or return. If a return is necessary for dehydrated products, all returns are at the customer's expense to ship the item(s) back to the ARN warehouse.

Terms of Service – Shipping & Delivery

When purchasing products from Ancestral Raw Nutrition, you acknowledge and agree to these Terms and Conditions, including all Shipping Policies, Return Policies, and Delivery Terms.

You understand and accept that shipping transit times are estimates provided by shipping carriers and are not guaranteed. Due to the perishable nature of raw pet food products, customers acknowledge the inherent risks associated with shipping frozen raw products, including potential carrier delays, weather impacts, partial thawing, or minor package leakage that may occur during transit.

In the event a shipment is lost, stolen, delayed, damaged, or misdelivered after being transferred to the carrier, Ancestral Raw Nutrition may, at its sole discretion, assist customers by filing a claim with the carrier when applicable.

Carrier claim approvals are determined solely by the shipping carrier and are not guaranteed. If claims are denied, customers may be responsible for replacement purchases.

Customers are responsible for providing accurate shipping information and ensuring safe and secure delivery conditions. Ancestral Raw Nutrition shall not be responsible for delivery issues resulting from incorrect addresses, inaccessible locations, missed deliveries, or customer-provided information errors.

This version protects you while avoiding language that sounds overly aggressive or absolute. It also covers both raw products and dehydrated treats without repeating them separately.