Primal Pet foods statement on h5n1 avian flu

With the current avian flu (HPAI) virus outbreak, is Primal Pet Foods taking any precautions to ensure the safety of its products?

We share your concern about this emerging virus and want you to feel confident in the steps we are taking to ensure your pet’s food is safe. We have been actively monitoring the latest information and guidance about the current avian flu outbreak and have outlined the steps we are taking in a statement on our website: Primal Pet Foods Statement on H5N1 Avian Flu

General

Where can I buy Primal products?

Our store locator can help find a retailer near you: https://primalpetfoods.com/pages/store-locator.

How can I make a return or exchange?

If you or your pet are not completely satisfied with one of our products, you may return or replace the product at the store where you purchased the product within thirty (30) days of purchase.

Take your receipt and the original package and/or any unused portion of the product to the retail location where you purchased the product.

All returns (and any replacement products, if any) are also subject to Primal Pet Food’s Terms & Conditions. Please read them as they may affect your legal rights.

Your retailer is authorized to give you the option of either a refund of the purchase price or replacement with a Primal product of equal or lesser value, provided that all returns are contingent upon compliance with your retailer’s specific return instructions and policies. Additionally, all returns are limited to the original purchaser and satisfaction returns are limited to one per customer. 

Is your packaging recyclable?

With our latest innovation launches as well as our recent packaging update, all our Primal Freeze-Dried Raw Nuggets, Pronto, Toppers and Treats as well as our Kibble in the Raw diets and Goat Milk bottles are available in recyclable packaging. We are proud to partner with How2Recycle to provide transparent on-package recycling information for our products.  

Where is your food made?

Our balanced recipes are made in our own manufacturing facilities located in Fairfield, CA and Abilene, TX.

ONLINE SHOPPING

Order Cancelation Policy

We know plans change, and we’ll always do our best to help! If you need to cancel an order, here’s what you need to know:

Same-Day Cancellations Only

  • You can cancel your order on the same day it was placed.     
  • We strive to get your order to you
    as quickly as possible. Orders are sent to our warehouse early in the morning the day after the order was placed, and after that they are being processed, so we’re unable to cancel them.
  • Unfortunately, once an order has been sent for fulfillment, we are not able to change or stop the order from shipping.

Need Help Fast?

If you’d like to cancel, please reach out to us as soon as possible on the day you place your order. The sooner we hear from you, the better the chance we can catch it in time! We appreciate your understanding, and we’re always here if you have questions about your order or need help cancelling before it ships.

Accessibility

Primal Pet Foods, Inc. is committed to serving all pet parents, including individuals with disabilities and special needs. As part of our ongoing commitment to inclusivity, we make every effort to ensure that our website is accessible and user-friendly for everyone.

We are actively working to enhance the
accessibility and usability of our website by aligning with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, as published by the World Wide Web Consortium (W3C). These guidelines help ensure that our content is perceivable, operable, understandable, and robust for all users.

To optimize your experience on our site, we recommend using the latest version of your web browser and any assistive
technologies you rely on.

If you encounter any accessibility barriers or have difficulty accessing any part of our website, please let us know. You may contact our Consumer Support team via the contact us page https://primalpetfoods.com/pages/contact-us
or by emailing us at: [email protected]

Backorder Policy

We do everything we can to keep our inventory accurate and up to date—but in rare cases, an item may go out of stock after your order is placed.

What Happens If an Item Is Out of Stock?

While this is uncommon, if your order reaches our warehouse and we discover an item is unavailable, our Consumer Support Team will contact you right away via email and ask you how you would like us to handle the order.

You’ll Have Two Options:

  1. Leave the item on backorder – We’ll hold your order and ship it as soon as the item is back in stock.
  2. Cancel the order – We’ll cancel the order for you so you can choose an alternative
    product and place another order.

We only fulfill complete orders, so if any of your items are out of stock, your order will be placed on backorder. In the case of a partial OOS you will have one additional option.

  1. Update the order – We’ll remove the out of stock item from your order, and send only the item(s) that are in stock.

Need Help Deciding?
Our team will be happy to help you explore other options or provide product recommendations if you need a quick replacement. We know how important your pet’s food and treats are, and we’re committed to getting you what you need—fast. Thanks for your understanding!

Shipping Policy

We’re excited to get your Primal Pet Foods order to you as quickly as possible! If your order is over $50, you qualify for free shipping in the continental US. If your order is less than $50, we charge a flat-rate shipping fee of $7.99 for your order.

  • Shipping Method: We use a mix of FedEx Economy Ground and FedEx Home Delivery to deliver your order. Both services deliver Monday through Sunday; however, not 100% of the country is served for weekend delivery. The weekend delivery depends on the number of transit days to the destination.
  • Where We Ship: We currently ship to the 48 contiguous United States (sorry, we don’t ship to PO boxes, APOs, or FPOs or internationally).
  • Shipping Time: Orders ship from our facility in Abilene, Texas, and typically arrive within 4–7 business days from the time you place your order.
  • No Signature Needed: All packages are shipped with Signature Release, meaning FedEx will leave your order at your door if you’re not home.

You can get the latest updates on estimated arrival and track your order by signing up for Delivery Manager at FedEx.com.

If you have any questions about your order or shipping, feel free to reach out—we’re here to help!

Pet Nutrition 101

What is AAFCO?

The Association of American Feed Control Officials, or AAFCO, establishes minimums and maximums of various nutrient concentrations for dogs and cats. Food can claim to "meet AAFCO guidelines" if it meets the documented minimums and specific nutrients fall below set maximums. It is important to note that AAFCO does not certify, regulate, or "approve" pet foods.

How does Primal ensure nutritional adequacy?

Complete and balanced recipes are formulated by our on-staff Companion Animal Nutritionist, James Templeman, PhD.  In addition, though not required from a regulatory standpoint, Primal is committed to routinely conducting post-production nutrient testing to analyze each recipe.

Where can I find nutritional information about my pet's recipe?

Nutritional Facts are published directly on our website for each recipe. This information can be found on each individual product page under 'Nutritional Facts'.

My veterinarian recommended a prescription diet. Can I use Primal instead?

Our recipes are not therapeutic diets and are not formulated to aid in the management of any disease course. That said, many pet parents and their veterinary team find that at least one of our offerings may be suitable for their pet's needs. As the manufacturer, it would be irresponsible for us to dispense veterinary advice or make recommendations. If your veterinary team is interested in learning more about our nutrient profiles, formulation, safety steps, or other, please encourage them to reach out to us at (800) 742-1312.

Why Primal

Which ingredients does Primal source for its products?

Primal only uses real, whole food ingredients – never any synthetic vitamins and minerals. We rigorously select and source our ingredients from vendors who humanely raise, sustainably grow, and responsibly process all the proteins, certified organic produce, and unrefined food-based vitamins and minerals in our products.

 

Where can I learn about the ingredients in Primal products?

Our Ingredients page makes it easy to review our individual real, whole food ingredients. This page highlights each ingredient, noting its origin, benefits, and quality standards.

Complete & Balanced Recipes

Which Primal product is right for my pet?

We take great pride in manufacturing fresh food options for every budget, preference, and lifestyle. We recommend using our Build a Better Bowl online tool to discover our product range to determine which option is most suitable for your needs. If you are new to feeding Primal products or have any feeding questions, please contact our Consumer Support Team at [email protected] or 800-742-1312 to help ensure your pet has the best experience with Primal.

Toppers & Hydrators

Why is there some separation in my Primal goat milk?

Primal Raw Goat Milk is not pasteurized or homogenized like the cow’s milk that you find in the grocery store. Since it is raw, it will separate into layers as it is thawed. We recommend that you shake the bottle each time before serving it to your pet.

 

Do I need to warm Primal broth before serving it to my pet?

No. Primal Bone Broth can be safely served to your pet either cool or warm. Because our broth is made at a USDA inspected bone broth facility that also produces broth for the human market, we must follow specific USDA rules for this packaging. The packaging recommendation of warming to 165º F is a USDA packaging rule in reference to products intended for human consumption only. While we do use human-grade ingredients, our bone broth is labeled as a pet food supplement and is not for human food.

Why Raw Feeding

What is “raw food” for pets?

Raw food diets are just that – raw! Our recipes are formulated and manufactured to be consumed by pets in their raw state. You'll find whole-food ingredients like premium cuts of meat, organic fruits and vegetables, and cold-pressed oils to ensure your pet has the nutrients they need to keep them in their prime.

What are the benefits of a raw food diet for pets?

Fans of raw food for pets often report improved skin and coat, better digestion, enhanced palatability, and more!

How do I transition my pet to a raw diet?

Like any new food transition, we recommend switching gradually. If you're interested in fully transitioning your pet to a raw diet, contact our customer care team or reference our Transitioning (dogs, cats) pages for more details.

Safety & Quality

Is raw food safe for pets to consume?

A commercially available raw food diet for pets is much different than buying raw meat at the grocery store and crafting a diet from it. All Primal products undergo extensive nutrient and safety testing to ensure it is safe for your pet to consume. Learn more about Primal’s commitment to food safety here: https://primalpetfoods.com/blogs/news/ensuring-the-safety-of-raw-freeze-dried-pet-food

I noticed minor texture or color variation between bags of food. Why?

Since our recipes rely on whole food ingredients, slight variations in produce and protein are expected and normal. This can result in small color, texture, or smell variations from bag to bag.

Which safety steps does Primal take to ensure the safety of its products?

All Primal frozen balanced base recipes utilize high-pressure processing (HPP) technology. All Primal freeze-dried products utilize probiotics for safety. Additionally, all products follow a 'test and hold' procedure to confirm the absence of harmful pathogenic bacteria prior to sale. Learn more about Primal’s commitment to food safety here:https://primalpetfoods.com/blogs/news/ensuring-the-safety-of-raw-freeze-dried-pet-food

Storage & Feeding Recommendations

May I cook or warm frozen raw pet food?

We do not recommend cooking or warming our food. Our recipes have been analyzed in their raw state and are only guaranteed complete and balanced when served raw. Cooking or heating foods may deplete heat sensitive and/or water-soluble nutrients that are critical in your pet's diet.

How long can I leave my pet’s food out at room temperature?

Once thawed, our frozen raw recipes should be discarded after two hours at room temperature. While there is no evidence-based recommendation for how long our Freeze-Dried diet formats (Toppers, Pronto, Nuggets, and Kibble in the Raw) can be left in the bowl as-is (dry, without rehydration), we suggest a maximum of 18 hours to maintain optimal freshness. Please note that if/when the food is rehydrated in any capacity, we recommend following the guidance for fresh, raw foods (discard after two hours). We recommend keeping your pet’s bowl in an area that is cool, dry, out of direct sunlight, and not at risk of contamination by insects, rodents, or the like.

 

Packaging Update 2024

Why did Primal Pet Foods change its packaging?

We updated our packaging with a new look that better reflects our Primal brand and ensures consistency across our product portfolio. With this packaging update, we’re also transitioning the rest of our freeze-dried offerings to recyclable packaging.

When did Primal Pet Foods change its packaging?

The packaging transition began in late 2024 and will continue through early 2025.

Why does the packaging for my dog or cat’s food look different?

We recently gave our packaging a new look! The packaging has been updated to better represent our Primal brand, communicate the key product features, and make it easier for pet parents to find the products on the shelf. The new design aims to drive consistency across the different product lines with recognizable Primal branding but also to highlight the different benefits of the different offerings.

Did my dog or cat’s recipe change with the packaging update?

With our recent packaging update, you might notice minor adjustments to the list of ingredients, Guaranteed Analysis, Feeding Guidelines and Calorie Content. We regularly review and optimize our recipes to reflect potential variation in the nutrient profile of the real, whole ingredients we use. These minor adjustments are necessary because we don’t supplement our recipes with synthetic vitamins or minerals. While you might notice slight adjustments to the formula, the quality protein, organic produce, and non-synthetic vitamins and minerals you've come to expect from us have not changed. Additionally, these updates should not have an impact on the palatability or performance of the product.