Shipping and Returns

Can I pick up my order in person?

Our beautiful retail store is open for shopping and online order pick up in Boulder, Colorado.

If placing your order online, when you enter a Colorado shipping address you will be given the option of "Customer Pickup" as a delivery method, and the shipping charges will be zero. You will receive an email when your order is ready to be picked up at the store, which is usually within one business day. Our retail store pickup hours are between 9:00 AM to 8:30 PM Monday through Saturday and 10:00 AM to 7:00 PM on Sunday. We are located in Boulder on the northeast corner of 28th & Pearl in the Whole Foods shopping center, between Bicycle Village and Panda Express.  Your order will be pre-packaged and waiting for you.  

You can also place an order by phone by calling us at 720-406-7475. You will receive an email when your order is ready to be picked up at the store, which is usually within one business day. Please make sure to pick up your order within one week of email receipt or your order will be cancelled, restocked, and payment refunded.

What will my shipping charges be?

You can preview your shipping charges by viewing your your shopping cart, entering your zip code, and clicking the Calculate button. Actual shipping charges are automatically calculated prior to submitting your payment information. On the Checkout page you will be offered Shipping Method choices and their prices.

When will my order ship?

We strive to ship same day or next business day and most items are always in stock and will ship within one to three business days of the order. Occasionally an item will be out of stock and may take up to one week to ship, although it is usually not more than several days.  If an item will be out of stock for longer than one to three business days, we will notify you and, if applicable, ship the other items on your order immediately. The out of stock item will be shipped promptly when it is back in stock via UPS Ground, Post Office Priority Mail, or Parcel Post.

If you choose an air express shipping method like Overnight Delivery, 2 Day, or 3 Day Delivery, your order will ship the same day if placed before noon Mountain Standard Time.  If some items on the order are out of stock, we will ship what is available immediately, and the remaining items will be shipped when they are back in stock via UPS Ground, Post Office Priority Mail, or Parcel Post.

If you want to check item availability and shipping time, please call us at 1-888-937-6677 or email us at service@onlynaturalpet.com. After placing your order, you may click the Order Status link at the top of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped, and tracking information will be available in the order status area within 24-48 hours of shipment.

When will my order arrive?

Following is information regarding estimated delivery times for the various shipping methods that we offer. All packages are left without obtaining a signature, although the delivery company's driver may decide not to leave a package if they feel there is a risk it might be stolen.

Shipping Options

Ship Method:

 
Shipping Schedule:

Following is information regarding estimated delivery times for the various shipping methods that we offer:

 
International:  We ship via USPS Express International (postal service). Service is available to most locations outside the US and noted in the Country drop-down box.  Delivery time varies by country; usually 4 to 10 days to Canada.

UPS Ground Delivery Time From Boulder, Colorado

How do I return my product?

Please click here for information on returning an item.

I received the wrong product.

If you feel that you have received the wrong item, please send an email to service@onlynaturalpet.com referencing the order number within 72 hours of receiving the product and we will provide you with instructions for returning it and receiving the correct replacement.

What is your return policy?

Please click here for complete details regarding our return policy.

Frozen raw food shipping policy.

There is a 4 pound minimum and $9.95 shipping surcharge on all frozen raw food and bones orders. Additional charges may apply for air express service or very large orders. Please read the following carefully:

• Special Packaging - All raw food and bones are shipped frozen in special styrofoam-lined boxes with dry ice. The shipping surcharge is to cover the cost of the dry ice and special packaging.
• Tuesday Shipping - All frozen raw orders will ship Tuesday. To ensure that we have adequate stock to fill your order, you must place your order by midnight Sunday. Orders placed on Monday or later will ship the following Tuesday.
• UPS Ground Service - The least expensive shipping method is UPS Ground Service. Delivery time frames vary depending on the state shipped to, but in most cases your delivery will be on Friday. Please see the map above showing the number of days to your location. We strongly recommend upgrading to an express delivery service (see below) if you will not be available to receive your order and place it in the freezer at the time of delivery (we cannot offer refunds or reships on thawed food that is not received by a person at the time of delivery).
• UPS Express Service - We offer Overnight, 2 Day, and 3 Day delivery service. We encourage you to choose one of these express services if you are unable to personally receive your food at the time of delivery, which may include Saturday. Alaska, Hawaii and Puerto Rico must use 2 Day or Overnight Delivery. We cannot offer refunds or reships on thawed food that is not received by a person at the time of delivery.
• Multiple Box Surcharge - Some orders weighing over 20 pounds must be shipped in more than one box and will be subject to additional shipping surcharges. Not all orders over 20 pounds will need to be sent in multiple boxes, and if this applies to your order we will notify you before processing it so that you can make adjustments if desired. In general, bones, medallions, and patties tend to take more room. As a guideline, the maximum a box will hold of each type of food is 34 x 1 lb. chubs or 8 x 3 lb. medallions or 6 x 6 lb. patties or 2 x 25 lb. boxes of dinner bars.
• Delivery Instructions - Please ship to an address where someone will be available to accept the order. If this is not possible, please leave a note for the UPS delivery person on the scheduled day of delivery with instructions on where to leave it (that is not in the hot sun). The food will only stay frozen for up to 4 days from shipment, so if it is not able to be delivered or it sits outside after delivery, there is a possibility that the food will begin to thaw. We cannot accept returns or offer refunds or reships for orders that are unable to be delivered or that are not received by a person at the time of delivery. We are unable to send frozen raw food orders with "Shipper Release," so please leave your delivery driver a note if you think they will not leave the package with no one home.
• Return Policy - Please note that for health safety reasons, we cannot accept returns of frozen raw food. All frozen raw food sales are final. In order for us to provide the best service, we ask that you check your frozen raw food order thoroughly within the first 48 hours to report any issues.

SEPARATE RAW FOOD ORDERS - If you are ordering both frozen raw food or bones and other, non-frozen items, you will need to place two separate orders. This will prevent the non-frozen items from being delayed until Tuesday and from being subject to extra shipping charges.

Free shipping details.

Enjoy FREE SHIPPING on qualifying items when you order $69 or more of them!

The types of items that qualify for free shipping include:

• Treats
• Dog Chews & Bones
• Vitamins & Supplements
• Holistic Remedies
• Grooming Supplies
• Toys
• Collars & Leashes
• And Much More!

Look for this icon on the product page that indicate items that are eligible for free shipping.

When you have $69 or more of qualifying products in your shopping cart, the free shipping coupon code will be automatically applied. If you have non-qualifying items in your cart also, the shipping method will display as "Partial Free Shipping" and the shipping charges will be for the non-qualifying items only.

• Exclusions:  Dog food, cat food, cat litter, and oversized items (such as beds, crates, gates, etc.) and wholesale orders. Additional exclusions may apply and will be stated on the product detail page and/or in your Shopping Cart.
• Free Shipping applies only to online orders placed on onlynaturalpet.com and shipping within the contiguous 48 states [not APO/FPO, Alaska, Hawaii, or international orders].
• All Free Shipping orders will be sent via Parcel Post (4 pounds or less) or Ground Service (more than 4 pounds), at our discretion. Parcel Post can take up to 14 days to arrive, and Ground Service up to 7 days. If you need the order urgently, we suggest you select a different shipping method.
• Free Shipping does not apply to orders placed by phone, mail, or fax.
• Free Shipping cannot be combined with other coupon code offers.
• No rain checks or adjustments for items that are back ordered.
• Onlynaturalpet.com, at its sole discretion, may refuse to redeem any coupon code that it believes in good faith to be fraudulently obtained.

International Shipping

Do you ship to my country?

If you are located in or near Europe, we suggest that you order from our store in Germany at www.onlynaturalpet.eu By doing so you will be able to pay in Euros and you will save a lot of money on shipping charges. Although the product selection varies slightly from our U.S. store, you will find the same quality of natural products for cats and dogs from only reputable manufacturers that meet our strict requirements.

For Canada and other destinations outside of Europe, please read this important information:

1. You are responsible for clearing items through customs in your country and paying any applicable duties or taxes. We cannot provide documentation for clearing specific items through customs.
2. We apologize, but we are unable to ship raw (frozen) foods or offer the Simplify Life automatic delivery program to International customers.
3. The only shipping method we currently offer is Express Mail International, which has an estimated delivery time of 3 to 5 business days.  It is trackable and insured. We must wait 30 days before we can process a claim and send out a replacement if the package does not arrive within the expected time.
4. You will receive a shipping rate quote from us through service@onlynaturalpet.com to finalize your order. Please make sure to enter our email address (service@onlynaturalpet.com) in your spam filter or address to ensure our message will reach you. Once you receive that quote, please make sure to reply to the email to confirm the shipment of your order.
5. Please be sure to read our return policy.
6. If you cannot find your country in the dropdown list, you may email us to ask if we can ship an order to you. Please send us an email and include your country, postal code, and a list of the items you would like to order. Please note we cannot ship to Australia or South Africa due to their strict customs regulations.
    

What are my payment choices?

International orders must be paid for with a credit card unless otherwise arranged by sending an email to service@onlynaturalpet.com. All orders are to be paid in US Dollars. If you send payment via Paypal at the time of ordering, you will need to send an additional payment to cover the shipping portion once we contact you with a formal quote.

What is the return policy?

Please click here for complete details regarding our return policy.

Location and Hours

Do you have a retail store?

Yes, our beautiful retail store is open for shopping so please stop by and visit us!

We are located on the northeast corner of 28th & Pearl in the Whole Foods shopping center, between Bicycle Village and Panda Express.  Our store address is 2100 28^th Street #C1.  Please boulderstore@onlynaturalpet.com

If you live in the Denver, Colorado area you can order online and pick up your order at our Boulder store by selecting Boulder Store Pickup as your shipping method. You will receive an email when your package is ready to be picked up, usually within two business days.  The store pickup hours are between 9:00 AM to 8:00 PM Monday through Saturday and 10:00 AM to 7:00 PM on Sunday.  Your order will be pre-packaged and waiting for you once you receive your email notification that it is ready for pickup.  

You can reach us at 720-406-7475 to place an order over the phone.