Refund policy

Return & Refund Policy

Effective August 23, 2026

West Texas Primal Bites sells frozen raw food and other consumable pet products. Because food safety, temperature control, and product integrity cannot be verified after an order leaves our custody, all sales are final except where required by law, where West Texas Primal Bites made a verified fulfillment error, or where an approved Clean Bowl Guarantee claim applies.

1. Final-sale products and charges

We do not accept returns or exchanges for frozen or refrigerated food, treats, chews, toppers, supplements, bundles, sale items, gift cards, opened products, or other consumable goods. Shipping, route-delivery, local-delivery, pickup, and processing charges are non-refundable. We do not issue refunds for change of mind, a pet's taste preference outside the Clean Bowl Guarantee, an incorrect address, refused delivery, missed pickup, delayed collection, failure to receive a shipment promptly, or storage and handling after delivery.

2. Clean Bowl Guarantee

A customer's first qualifying order may be eligible for the separate Clean Bowl Guarantee. If a dog does not enjoy the first eligible blend, contact us within seven calendar days of delivery or pickup. After review, West Texas Primal Bites will determine the appropriate resolution: one replacement protein or store credit equal to 110% of the net amount actually paid for the affected product after discounts.

• The guarantee applies to one eligible blend from a customer's first qualifying order.
• Only one approved claim is permitted per customer and household.
• The first delivery of a new subscription may qualify; renewals and repeat orders do not.
• Taxes and shipping, route, local-delivery, and pickup charges are excluded.
• Store credit is not cash, cannot be transferred, and cannot be combined with another remedy for the same product.
• Wholesale, resale, duplicate, incomplete, fraudulent, or abusive claims are not eligible.

Do not discard, donate, or return remaining food until we provide instructions.

3. Damaged, unsafe, or incorrect orders

Inspect every order immediately. If an item is missing, incorrect, damaged, leaking, no longer frozen or refrigerator-cold, unusually warm, swollen, or has an unusual odor, do not feed it. Contact us within 24 hours of delivery or pickup at support@westtexasprimalbites.com or 800-670-1754.

Include your name, order number, delivery or pickup time, product name, label and lot information, a description of the issue, and clear photographs of the product and all packaging. Keep the product and packaging frozen or refrigerated as appropriate until we provide instructions. Failure to report the issue within 24 hours or to provide reasonable documentation may prevent us from verifying the claim.

4. Our resolution

After we verify a company error or delivery-condition problem, West Texas Primal Bites may, at its discretion and to the extent permitted by law, replace the affected item, issue store credit, or refund the amount paid for that item. We do not reimburse indirect losses, veterinary bills, missed work, replacement purchases from another seller, or other consequential costs except where applicable law requires otherwise.

5. Order changes and cancellations

Orders move quickly into picking, route planning, cold packing, or production. An order may be changed or cancelled only if we receive the request before processing begins and confirm the change in writing. Sending a message does not itself cancel an order. Once an order is processed, packed, shipped, placed on a route, or made ready for pickup, it is final.

Subscription orders are also governed by our Purchase Options Cancellation Policy. A subscription change does not retroactively cancel an order that has already processed.

6. Chargebacks and fraud

Please contact us first so we can review a concern. We reserve the right to contest chargebacks with order, delivery, policy-acceptance, communication, and fraud-prevention records. Fraud, abuse, resale, or repeated policy violations may result in cancelled orders or refusal of future service, subject to applicable law.

7. Contact

Email support@westtexasprimalbites.com or call 800-670-1754. This policy does not limit rights that cannot legally be waived.