Customer Service

Our Guarantee

Integrity Statement

About Primal

Employment
Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Join our mailing list!
For Email you can trust
facebook.com/primalpetfoods twitter.com/primalpet youtube.com/primalpetfoods

Primal Guarantee

Our goal at Primal is to offer our consumers 100% satisfaction and success with the use of our products.

Primal Pet Foods guarantees all of our products to be of the highest quality available. If your pet is dissatisfied with our product due to palatability issues, please contact us directly at (415) 642-7400 or (866) 566-4652 and we will be glad to discuss the potential refund of your purchase.

Primal will make every effort to assist each consumer with the successful feeding of our foods to your pet. If we are unable to successfully facilitate the transition of, or feeding of our foods, Primal will authorize a 100% refund through your local retail location. Please see below for the details of our Consumer Return Policy.

Consumer Returns for Palatability/Feeding Issues
Primal Pet Foods will refund 100% of the cost of our foods to the consumer in cases where product palatability deters a pet from consuming our foods.

Retailers are to inform consumers that authorization for refunds are issued directly through Primal. Consumers are to contact Primal via our toll-free, customer-service number at (866) 566-4652. The direct consumer return procedure is as follows:

  1. Retailer informs consumer to contact Primal via telephone.
  2. Consumer calls Primal and is assisted with feeding process.
  3. If customer is still unsuccessful with feeding our product, Primal will issue a Consumer Product Return Authorization (CPRA) to retailer.
  4. Consumer returns product to retailer.
  5. Retailer refunds consumer for product return.

Primal Production

Primal Pet Foods' 100% human-grade, raw-frozen pet foods and treats are produced in temperature-controlled, state-of-the-art, certified USDA and State Department of Agriculture food manufacturing facilities. The raw materials used in all Primal Pet Foods products are procured from farms, ranches and raw-food facilities that meet the highest standards in safety and sanitation. Primal Pet Foods products are produced in small batch runs to ensure freshness, safety and consistency.

Primal Product Disclaimer

All Primal Pet Foods Products are produced and sold for Animal Consumption Only.