Refund policy

RETURN, REFUND & PRODUCT CONCERN POLICY

Due to the perishable nature of our products and applicable food-safety and handling requirements, all sales of frozen raw pet food are final. Frozen raw products cannot be returned, exchanged, or refunded once they have left Ancestral Raw Nutrition, our facility, or an authorized retailer, except as specifically provided under this policy.

Ancestral Raw Nutrition may review product concerns on a case-by-case basis and, at its discretion, may provide a replacement product, store credit, partial credit, refund, or another appropriate resolution. Any accommodation provided is made at our discretion and does not create an obligation or precedent for future claims.

PRODUCT CONCERNS

Product concerns must be reported to Ancestral Raw Nutrition within 72 hours (3 days) of delivery or purchase.

This includes, but is not limited to:

Product quality concerns
Damaged products
Suspected spoilage
Excessive thawing during transit
Missing items or order shortages
Packaging defects
Incorrect products received
Shipping damage

Claims reported outside the 72-hour reporting period may be denied.

REQUIRED DOCUMENTATION

To properly investigate a claim, customers may be required to provide:

Clear photographs of the product
Photographs of the packaging and product labels
Photographs of the shipping box, when applicable
Photographs clearly showing the reported issue
Applicable lot number or label information
Order information or proof of purchase

Failure to provide requested documentation may result in the claim being denied.

FROZEN RAW PRODUCTS

Due to food-safety and handling requirements, frozen raw pet food cannot be returned after leaving our facility or an authorized retailer.

A product concern may be considered when there is a verified or reasonably documented:

Manufacturer defect
Product quality issue
Packaging defect
Shipping damage
Incorrect product fulfillment
Product recall

Submission of a claim does not guarantee a refund, replacement, credit, or other compensation. Each claim will be reviewed individually.

NON-QUALITY RELATED RETURNS

The following generally do not qualify for a refund, return, exchange, or manufacturer credit:

Customer preference
Change of mind
Pet preference or palatability
Feeding concerns
Changes to a pet's diet
Customer assumptions regarding ingredients, texture, grind, or bone content
Failure to review product information before purchase

Customers are encouraged to contact Ancestral Raw Nutrition before purchasing if they have questions regarding ingredients, bone content, feeding recommendations, transitioning to raw, product texture, or selecting an appropriate product for their pet.

RETAILER RETURN & CREDIT POLICY

Retailers are responsible for communicating applicable product information and return policies to their customers.

Products returned to a retailer by a customer due to preference, pet acceptance, feeding concerns, change of mind, or other non-quality-related reasons are not automatically eligible for manufacturer credit.

Frozen raw products should not be returned to Ancestral Raw Nutrition unless the return has been approved by Ancestral Raw Nutrition in advance.

Manufacturer credit may be considered when a product is determined to have a verified:

Quality issue
Manufacturer defect
Packaging defect
Shipping-related damage
Incorrect fulfillment
Recall-related issue

Retailers should contact Ancestral Raw Nutrition before issuing a manufacturer-credit claim whenever possible.

Unauthorized returns or credits issued to customers do not automatically qualify the retailer for reimbursement or replacement from Ancestral Raw Nutrition.

CUSTOM & SPECIALLY PRODUCED BLENDS

All custom, private-label, or specially produced raw blends are considered final sale.

Custom orders cannot be cancelled, returned, exchanged, or refunded once ingredient sourcing, preparation, or production has begun.

By submitting payment for a custom order, the customer acknowledges and accepts these terms.

Any quality or order concern involving a custom product must be reported in writing within 72 hours of receipt and must include clear photographs and applicable lot or label information.

SUSPECTED ADVERSE OR ALLERGIC REACTIONS

If a customer reports a suspected adverse or allergic reaction involving their pet, the claim should include, when applicable:

Photographs of the reported reaction
Date the reaction was observed
Approximate time the reaction occurred
Product name
Lot or label information
Purchase information
Any other relevant information requested by Ancestral Raw Nutrition

Documentation of a claim does not establish that the product caused the reported reaction. Additional information may be requested to properly document and evaluate the concern.

Customers should seek appropriate veterinary care for serious or urgent medical concerns.

DEHYDRATED TREATS

Dehydrated treats have a 7-day return window from the date of purchase or delivery.

Returned treats must be substantially unused and in a condition suitable for inspection.

Half-fed, substantially consumed, or otherwise used products will not be accepted for refund or return.

When a return is approved, the customer is responsible for return shipping costs unless the return is determined to be the result of an Ancestral Raw Nutrition product or fulfillment error.

Returns must be approved by Ancestral Raw Nutrition before products are shipped back.

SHIPPING & DELIVERY TERMS

When purchasing products from Ancestral Raw Nutrition, you acknowledge and agree to these Shipping, Delivery, Return, and Product Concern Terms.

Shipping transit times are estimates provided by the carrier and are not guaranteed. Because frozen raw pet food is perishable, customers acknowledge that shipments may experience carrier delays, weather-related delays, partial thawing, condensation, or minor packaging leakage during transit.

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

Carrier claim decisions are made by the carrier and are not controlled or guaranteed by Ancestral Raw Nutrition.

Customers are responsible for:

Providing an accurate and complete shipping address
Providing accurate contact information
Ensuring someone or a suitable location is available to receive the shipment when required
Following applicable storage and handling instructions after delivery

Ancestral Raw Nutrition is not responsible for delivery issues resulting from incorrect addresses, inaccessible delivery locations, missed deliveries, customer-provided information errors, or circumstances outside the company's reasonable control.

CLAIM REVIEW

Submission of a claim, photographs, or supporting documentation does not guarantee a refund, replacement, credit, or other compensation.

All claims are reviewed individually based on the circumstances, available documentation, product information, and applicable Ancestral Raw Nutrition policies.

Ancestral Raw Nutrition reserves the right to request additional information, documentation, photographs, or product information before determining an appropriate resolution.