Refund policy
West Texas Primal Bites Return & Refund Policy
Thank you for shopping with West Texas Primal Bites! We take pride in providing your pets with premium-quality, nutritious raw food. However, we understand that there may be circumstances where you need to return a product or if you’re not completely satisfied.
Please read our Return and Refund Policy below.
1. Clean Bowl Guarantee
• At West Texas Primal Bites, we stand behind every bowl we serve. That’s why we offer our Clean Bowl Guarantee—so you can try raw with complete confidence.
If your dog doesn’t love their meal, we’ll make it right:
• Exchange it for another protein, or
• Receive 110% in store credit—no questions asked.
Still not a fit? Donate the food to a local rescue, and we’ll honor the guarantee anyway. Your satisfaction (and your dog’s) is our top priority!
2. Eligibility for Returns
Perishable Goods (Raw Food & Treats)
Due to the nature of frozen raw food and treats:
• All sales are final.
• However, you’re fully protected by our Clean Bowl Guarantee—no waste, no worries.
Non-Perishable Goods (Merchandise & Accessories)
• We accept returns within 14 days of delivery.
• Items must be unused, unopened, and in original packaging.
3. Damaged or Defective Products
• If you receive a damaged or defective product, please contact us within 48 hours of receiving your order at support@westtexasprimalbites.com or call us at 1-800-670-1754. We may request photos of the damaged item for verification.
• We will gladly offer a replacement or issue a refund for the damaged or defective product once the issue is confirmed.
4. Incorrect Orders
• If you receive the wrong product, please notify us within 48 hours of delivery at support@westtexasprimalbites.com or call us at 1-800-670-1754. We will arrange for the correct item to be sent to you or offer a refund.
5. Refund Process
• Refunds will be processed using the original payment method. Please allow 5-10 business days for the refund to appear in your account.
• Shipping costs are non-refundable unless the return is due to a mistake on our part (e.g., wrong item, damaged product).
6. Exchanges
• We currently do not offer exchanges on perishable goods. Non-perishable items can be exchanged within 14 days of the delivery date, provided they meet the return eligibility criteria mentioned above.
7. How to Initiate a Return, Refund, or Clean Bowl Guarantee
• To initiate a return, refund, or to take advantage of our Clean Bowl Guarantee, please contact our customer service team at support@westtexasprimalbites.com or call us at 1-800-670-1754. Include your order number, details of the product, and the reason for your request.
• Once your request is approved, we will provide instructions on how to proceed.
8. Exceptions
• We do not accept returns or refunds for items purchased on sale or during special promotions.
• Returns or refunds may be denied if the product does not meet the return criteria outlined above.
9. Contact Us
• If you have any questions about our Return and Refund Policy or the Clean Bowl Guarantee, please reach out to us at support@westtexasprimalbites.com or call us at 1-800-670-1754. We’re here to help!
Thank you for choosing West Texas Primal Bites. We appreciate your business and strive to ensure you and your pets are completely satisfied with our products.