Primal Pet Foods Shipping and Return Policy

Primal Pet Foods Satisfaction Guarantee

We are committed to feeding dogs and cats the best raw nutrition to nourish their primal needs. If you are new to feeding Primal products or have any feeding questions, please contact our Consumer Support Team at [email protected] to help ensure your pet has the best experience with Primal.

Raw Without Worry - Love It or Your Money Back

Primal Pet Foods is committed to offering high-quality food, treats, hydrators and toppers to help keep pets in their prime. If you or your pet are not completely satisfied with one of the products you purchased from our website, we offer a 30-Day Satisfaction Guarantee for online orders for new customers and current customers interested in exploring a new recipe or product format. 

It can be a big decision to change your pet’s diet without knowing how they will like or respond to a new recipe. Our 30-Day Satisfaction Guarantee for online orders covers the recommended transition period from your pet’s current food to their new Primal recipe, plus plenty of extra time to reach out to us to initiate a refund if needed. If you or your pet aren’t completely satisfied for any reason within 30 days of delivery, we will gladly provide a full refund or replacement for products purchased at PrimalPetFoods.com. All returns or replacements are limited to the original purchaser and satisfaction returns are limited to one per customer.

If you purchase a Primal product from one of our retail partners, all returns or replacements are contingent upon compliance with your retailer’s specific return instructions and policies. Please take your receipt and the original package and/or any unused portion of the product to the retail location where you purchased the product. 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 it follows their return policy. 

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.

How To Get Started: Transition to Raw Nutrition

A small change can have a big impact. There are many ways that adding fresh food to your pet’s diet can make them happier and healthier—whether they eat canned, kibble, raw, or a mix of all. Adding raw nutrition to your pet’s diet has never been easier, but when you change your pet’s diet, it’s important to go slow. Plan to take about a week to 10 days to slowly transition and avoid upsetting your pet’s stomach.  We recommend incorporating a new recipe into you dog or cat’s diet in small amounts and building up toward the full meal over 1-2 weeks. This ensures the best possible experience for your pet. With this in mind, our 30-Day Satisfaction Guarantee for online orders is intended to accommodate that transition period, giving you the peace of mind to try something new.

Simple Refund Process For Online Orders
Please note that refunds for products purchased on PrimalPetFoods.com will be processed back to the same account and payment method used for the original purchase. All returns or replacements are limited to the original purchaser and satisfaction returns are limited to one per customer. To qualify for a refund, you can only return a single item or order once per customer per calendar year.

Our Experts are Here to Help!

If you are new to feeding Primal products or have any feeding questions, try out our Bowl Builder (PrimalPetFoods.com/Pages/Builder) to explore the many ways that adding fresh food to your pet’s diet can make them happier and healthier—whether they eat canned, kibble, raw, or a mix of all. Before placing your order, we also encourage you to reach out to our Consumer Support Team at [email protected] to assist you with any questions about selecting the right products for your pet’s unique dietary needs. We’re committed to helping you make informed decisions and to have the best experience with our Primal products, so don’t hesitate to reach out! We are online to chat 9-6pm EST every day, available on email for 1-3 business day replies (and we strive for same business day!), and voicemail callbacks at 1-

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 across 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.

  • 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 4–8 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.

We will send you an email with the tracking number when we ship your products. FedEx delivery options vary depending on your location.

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