Returns & freshness guarantee.

Freshness guarantee.

Every order ships cold-chain in insulated boxes with dry ice or gel packs. If your box arrives in any of the following states, we will replace it free of charge:

• Visibly thawed (food is room-temperature throughout)
• Leaking, torn, or punctured packaging
• Damaged or crushed in transit
• Missing items vs. your order confirmation
• Wrong product shipped (we sent chicken when you ordered turkey, etc.)

How to file a freshness claim.

1. Email Support@revivalrawdogfood.com within 24 hours of delivery.
2. Include your order number and 2-3 clear photos showing the issue (the box exterior, the seal, and the affected product).
3. We respond within 1 business day. Replacement ships within 2-3 business days at no charge to you. You do not need to return the original — for food-safety reasons we ask that you dispose of compromised product locally.

Returns of unopened product.

For food-safety reasons we cannot accept returns of opened or partially used product. We also cannot accept returns of product that has been out of the freezer for longer than the recommended thaw window, even if the box is unopened.

If you receive an unopened, unthawed shipment and have a legitimate reason to return it (sent to the wrong address, ordered the wrong size, etc.), email us within 48 hours of delivery and we will assess on a case-by-case basis. Return shipping for buyer-cause returns is the buyer's responsibility.

Refunds.

When a refund is approved (freshness claim, our shipping error, duplicate charge), we issue back to the original payment method within 3-5 business days. Bank posting times vary — usually 1-3 business days after issue. We do not issue cash or check refunds; only the original payment method.

Subscription orders.

Subscription renewals follow the same freshness guarantee as one-time orders. You can pause, skip, or cancel any subscription order at least 24 hours before the scheduled charge date via your account or by emailing us. We do not honor retroactive cancellation requests for subscription orders that have already shipped.

Taste rejection (your dog dislikes a flavor).

Most dogs love it. A few don't. If your dog refuses a blend after a fair trial (we recommend 3-5 feedings with the proper transition protocol), email us. We'll typically swap to a different protein at our discretion — usually a partial credit toward a different blend in your next order.

Delivery exceptions outside our control.

We cannot guarantee carrier transit times, weather delays, address corrections initiated by the carrier, or delivery to addresses where the customer was unavailable to accept a perishable shipment. In these cases we will work with you and the carrier to determine the appropriate remedy, but a full refund is not guaranteed for delivery failures caused by:

• Incorrect or incomplete shipping address provided at checkout
• Refused delivery
• Carrier delays beyond the published transit window due to weather or operational issues
• Product left at the door and not retrieved within the recommended window

Contact.

Returns and freshness claims: Support@revivalrawdogfood.com
Response time: within 1 business day, 7 days a week.