Return & Refund Policy
As part of our Customer Service commitment, Portland Pet Food Company stands behind our products and we want you to be as happy with them, as the vast majority of our customers have been for over 8+ years. If for any reason you’re unsatisfied we encourage you to contact us via email at firstname.lastname@example.org
We’re very sorry, but all food products cannot be returned. All items from our online store are sold on a non-returnable basis unless defective. Please check that all items received match order receipt. If you have received an INCORRECT item due to our error DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, and/or not in their original condition.
If your food product arrived damaged (not including broken biscuits) in any way, please contact us directly and we will do our best to resolve the issue.
For products that are not purchased directly from Portland Pet Food Company (e.g. grocery store, online 3rd party, etc), please contact the store where original purchase was made. In most instances, you may be asked to provide your original sales receipt.
Please DO NOT return any product without contacting us first for specific information regarding the return process.
For instances where product is defective or damaged, you may contact us to request a refund/exchange of your purchase within 14 days of receiving your shipment.
Refunds (if applicable):
No refund given, exchange offered, or correspondence will be entered into for:
- Change of mind
- Pet did not like/eat
- Products that have been opened or tampered with or are not in their original condition.
- Incorrect orders (items or address) made by the recipient
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment, within five (5) days. Due to the wide range of personal taste preferences and food likes/dislikes, we unfortunately do not offer refunds or replacements for products that are “not quite to your liking.”
Late or missing refunds (if applicable)
If you haven’t received a refund after five (5) days of us emailing confirmation of refund, we ask that you first check with your bank or Credit Card Company as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at email@example.com.
Sorry to hear your package is currently running behind schedule or missing.
Often when packages are marked delivered but missing they will turn up within 3 days. They are most likely with your neighbor, hiding in a funny spot (check all areas as one time a customer had theirs left under a tarp), or just missed getting out of the truck. Double check the location left (mailbox, post office, parcel locker) and reach out directly to the carrier if it is unfamiliar.
We offer to send a replacement shipment for your order 14 days after pickup by carrier if it has not yet arrived. Due to high volumes for all carriers please understand that shipments can be delayed for extended periods. Please reply to our support team after that window and they will have your replacement package shipped out immediately.