REFUND & RETURN POLICY:

At BJ’s Raw Pet Food, your satisfaction—and your pet’s health—are our top priorities.

  • Returns Accepted:

    • Only unopened and properly frozen products are eligible for return.

    • Returns must be initiated within 30 days of purchase.

  • Shipping & Refunds:

    • We’ll provide a return shipping label, but return shipping costs are the customer’s responsibility.

    • Original shipping fees are non-refundable.

    • After we receive and inspect your return, eligible refunds will be issued to your original payment method and typically appear within 2–5 business days.



Order Arrived Late, Warm, or Thawed?

  • Once your order leaves our facility with UPS, it’s in good hands—but unexpected transit delays can happen, which may or may not affect the quality of the products.

  • If your order arrives late or not in the condition you expected, contact us at customer-service@bjsrawpetfood.com with photos of the order's condition so we can make it right.


Received the Incorrect Order or Product?

  • If you receive the wrong item, or your order appears incomplete or incorrect, please contact us at customer-service@bjsrawpetfood.com within 48 hours of delivery.

  • Include photos and your order number so our team can review the issue.

  • Depending on your location and product availability, we may offer a refund or replacement.

  • In some cases (e.g., shipping limitations or product availability), these options may not be possible—but we’ll work with you to find the best solution.


Damaged Order?

  • Please inspect your order upon delivery.

  • If products are slightly damaged but remain cold, they are safe to use.

  • Cracked or damaged containers should be sealed tightly or transferred into an airtight container to maintain freshness.


Contact us at customer-service@bjsrawpetfood.com within 48 hours of delivery with photos of the packaging and product, and our team will assist you promptly.