Order Status

How do I track my order?

To check the status of your order, please click the Order Status link in the Help menu at the top of our website and enter the order number. If you do not know your order number, click on the My Account link in the Help menu at the top of our web site, sign in with your email and password, and click on the Track Order or Order History link. 

How do I change quantities or cancel an item in my order?

Once an order is placed it enters the shipping queue immediately and cannot be changed online.  If your order was placed within 24 hours, you may call us at 888-937-6677 to find out if there is still time to modify it.

An item is missing from my shipment.

Please track your order using the instructions above. If the order status says "Processing", then the item was backordered because it was out of stock and will be delivered separately (at no additional cost to you - see the following paragraph).  If the order status says "Shipped", then please contact customer service at [email protected] or 1-888-937-6677 to let us know about the missing item and we will send it out immediately or issue you a credit, whichever you prefer.

When will my backorder arrive?

Backordered items will ship to you as soon as they are back in stock.  You should receive an email notifying you of the backordered items.  Most backordered items are shipped within a few days, although occasionally if the manufacturer is out of stock it will take longer. 

Please note you will not be charged for backordered items until they are shipped. There will be no extra shipping charges added to the original order amount as a result of the backorder.

My Account Questions

How do I edit my account information?

Click the My Account link in the Help menu at the top of our site and sign in with your email address and password to edit your account information. You may also email us at [email protected] or call us at 888-937-6677.

What if I forgot my password?

Click the My Account link in the Help menu at the top of our site. Enter your email address and click the link below that says "click here". That will send an email message to you with your password.

Shipping and Returns

What will my shipping charges be?

Free shipping on all orders $79 and over; flat rate $6.99 shipping on all other orders (excluding frozen raw orders, Alaska, Hawaii, US Territories & Military APO/FPO addresses). Additional shipping charges apply to Guaranteed Overnight, 2 Day Shipping and frozen raw orders.

When will my order ship?

Most weekday orders placed by 12PM Eastern Time are processed the same day. Orders placed after 12PM Eastern Time will be processed the next business day.  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. If an item is out of stock, you will be notified via email within 2 business days. If applicable, the other items on your order will ship immediately. The out of stock item will ship promptly when it is back in stock. We will never charge additional shipping due to a backorder.

Can I pick up my order in person?

Our Boulder Retail Store Location offers FREE online order pick up in Boulder, Colorado. Any Colorado shipping address has the option of "Boulder Store Pickup" as a FREE delivery method. You will receive an email when your order is ready to be picked up at the store

Carbon Neutral Shipping

As part of our commitment to sustainability, Only Natural Pet partners with Carbonfund to offset the emissions associated with shipping. Carbonfund is an independent non-profit organization that partners with companies such as jetBlue, Hyundai, and Dell to manage carbon offset projects including reforestation and renewable energy.

Shipping Methods & Times

Standard Shipping 3 to 7 Business Days
- FREE SHIPPING on orders $79+ (excluding AK, HI, APO/FPO and Frozen Raw Orders)
- Flat Rate $6.99 on all other orders (excluding AK, HI, APO/FPO and Frozen Raw Orders)
- Frozen Raw Orders – Shipping Surcharges and Weight Based Shipping Applies

2 Day Delivery 2 Business Days
- 2 day delivery
- Does not ship on weekends or holidays and features no Saturday or Sunday deliveries
- Frozen Raw Orders – Shipping Surcharges and Weight Based Shipping Applies

Overnight Delivery Next Business Day
- Next business day delivery
- Does not ship on weekends or holidays and features no Saturday or Sunday deliveries
- Available in contiguous 48 states only

Boulder Store Pick-Up 3 Business Days
- You will receive an email from us when your order is ready to be picked up
- Directions to our Boulder Retail Store and hours of operation are available by visiting our Boulder Store page

International Shipping

We do not ship to international locations other than U.S. Territories and Military APO/FPO addresses. Please note that additional fees apply and allow additional time for orders shipped to these addresses.
Please Note: As of April 10, 2016, we no longer ship to Canada

FedEx Ground Delivery Time from Boulder, Colorado

UPS Ground Delivery Times


Return Policy

Guarantee: You may return any product for any reason within 60 days of receipt for a full store credit equal to the amount paid for the product (not including shipping charges). The store credit will be automatically applied to your next order.

Return Procedure: You must request a return authorization number before returning the product in order to receive store credit.  You can request a return authorization number by filling out our return request form or calling us at 888-937-6677. Please make sure to indicate your order number if possible, and the item(s) you wish to return. We will provide you with a return authorization number, which you must write on the outside of the package containing your returned item(s) and send to:

Only Natural Pet
20 Bowen St
Longmont, CO 80501

The customer is responsible for all return shipping charges.

Mis-shipment:  If you have received an incorrect item, please fill out our return request form or call us at 888-937-6677. Please reference your order number and we will provide instructions for returning the item and obtaining the correct replacement. All items must be reported within the 60 day return policy period.

Exchanges: Ordered the wrong size or item? Simply place an order online for the correct item and return any item(s) that you do not want in their original condition following the instructions above.

Refused Delivery: If your order is refused upon delivery and returned to us, we will charge a restocking fee of $15 plus any return shipping charges. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges (no mail receptacle, no apartment number, moved, etc.) Please note: if FedEx is late due to FedEx error we will assist in recouping a shipping refund from them for you, so please accept the late package instead of refusing it.

Cancelled Orders: Please be aware that we process orders the same day they are placed, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and waiting for pick up by the delivery service, you will be refunded the amount of the order less a restocking fee of $15.

Boulder Store Pickup: If you choose Boulder Store Pickup as your shipping option, you will receive an email when your order is ready. If your order is not picked up within two weeks, it will be restocked and you will be subject to a $15 restocking fee.


Frozen Raw Shipping Policy.

Shipping Surcharge: All frozen raw orders have a 4 pound minimum requirement and $14.95 shipping surcharge to cover the cost of special packaging and dry ice. As of March 10th, 2016, frozen raw orders no longer qualify for Free & Flat Rate Shipping due to increased costs. We currently ship all frozen raw via FedEx 2-Day Air and FedEx Ground based on your shipping address.

Tuesday Shipping: All frozen raw orders ship on Tuesdays. Due to stocking requirements, orders placed by midnight Sunday will ship on the following Tuesday. Orders placed on Monday or later will ship the following Tuesday.

Holiday Shipping: Due to common delays and potential spoilage, we are unable to ship frozen raw orders on the holiday weeks of July 4th, Thanksgiving, Christmas and New Year’s.

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 delivery person on the scheduled day of delivery with instructions on where to leave it (that is not in the hot sun). We cannot offer refunds or reships on thawed food that is not signed for by a person at the time of delivery.

Returns:  Because of the unique shipping and handling needs of frozen raw products, we are unable to except returns on these products. If you have any questions or concerns, please contact our Customer Care Team at [email protected] or 888-937-6677.

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, one with your frozen raw items and one with your non-frozen items.

If you have any questions, please do not hesitate to contact us.


You may return any product for any reason within 60 days of receipt for a full store credit equal to the amount paid for the product (not including shipping charges). The store credit will be automatically applied to your next order.

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!

Here is a sampling of what you'll find:
  • Boulder's largest selection of natural pet supplies, including every major brand of dog and cat food.
  • Join our Natural Pet Parent program to receive quarterly rebates and qualify for other special sales and promotions. There's no cost to join!
  • A large variety of vitamins, supplements, and holistic remedies. If your pet has a health condition - including allergies, GI problems, stiff joints, or just old age - we've got a natural solution to help!
  • Treats to spoil your furry friend - from all meat treats to gourmet cookies to every tasty dog chew imaginable!
  • Toys, beds, collars, leashes outdoor gear, cat furniture, cat scratchers, and many more of the most stylish and eco-friendly hard goods that you won't find at the chain stores.
  • We're green all the way - we use biodegradable shopping bags, we use 100% wind-powered energy, we participate in Eco-Cycle's Zero Waste program, and we have a large selection of organic and hemp products.
  • We're a locally owned and operated independent business!

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 28th Street #C1.  Please email us at [email protected].

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.

We always offer you the lowest of the sale price, the price with a coupon code discount, or the Simplify Life automatic delivery price. You can tell which one applies because it will say "Sale Savings:" if the item is on sale and that is the lowest price, "Coupon Savings:" if you have applied a coupon code discount and that is the lowest price, or "SLP Savings:" if you have selected the Simplify Life automatic delivery program and that is the lowest price.