Shipping and Returns

Can I pick up my order in person?

Our beautiful retail store is now open for shopping and online order pick up.

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 8:00 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 or United States Postal Service. (If the shipment is less than 1 pound, First Class Mail, 1 to 2 pounds, Standard Priority Mail, more than 2 pounds, UPS Ground.)

If you choose an air express shipping method like next Day Air Saver, 2 day, or 3 day, your order will ship the same day if placed before noon.  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 or United States Postal Service. (If the shipment is less than 1 pound, First Class Mail, 1 to 2 pounds, Standard Priority Mail, more than 2 pounds, UPS Ground.)

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 My Account link at the top right hand side 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.

Ship Method:

International
We ship via USPS Express International.  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 $19 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. Please click here to read about our box recycling program.
• Tuesday Shipping - All frozen raw orders will ship Tuesday. To ensure that we have adequate stock to fill your order, please place your order by midnight Sunday. Orders placed on Mondays will be filled on a first come, first served basis as long as adequate stock is available - if they cannot be filled the order will remain for the following Tuesday. Orders placed on Tuesdays 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. To be sure of your delivery date, please refer to the tracking information available in the shipping confirmation email that you will receive on Tuesday.  We will upgrade your order to 3 Day Select service at our expense if you are in an area that is greater than a 3 Day shipping time.  We strongly recommend upgrading to UPS 2nd Day Air 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 on thawed food that sits outside after delivery).
• UPS Express Service - We do offer Next Day Air Saver, 2nd Day Air and 3 Day Select.  We encourage express service if you are unable to accept your food at the time of delivery. Alaska, Hawaii and Puerto Rico must use 2nd Day or Next Day.
• Mutliple 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 3 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 for orders that are unable to be delivered or that sit outside after 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 may not leave the package with no one home.

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.