Open Farm Shipping and Return Policy
Open Farm Satisfaction Guarantee for Online Orders
At Open Farm, we understand that trying new pet food can feel like a big leap—especially when it comes to your furry family member’s health and happiness. That’s why we’re excited to offer our 30-Day Satisfaction Guarantee for new customers and current customers looking to explore new recipes!
Love It or Your Money Back
We know it’s a big decision to change your pet’s diet without knowing how they will like or respond to a new recipe. Our 30-day satisfaction guarantee covers the full recommended transition period from your pet’s old food to their Open Farm new recipe, plus plenty of extra time to reach out to us to initiate a return if needed. If you or your pet aren’t completely satisfied for any reason within 30 days of delivery, we’ll gladly provide a full refund or exchange for recipes purchased on OpenFarm.com.
Transition with Total Peace of Mind
We know transitioning your pet to new food is just that - a transitionary period! To help your pet adjust, we recommend incorporating a new recipe in small amounts and building up toward the full meal over 1-2 weeks. This ensures a smoother experience for your pet’s digestion. With this in mind, our refund policy intentionally accommodates that transition period, giving you the peace of mind to try something new.
Simple Refund Process
Please note that refunds will be processed back to the same account and payment method used for the original purchase. To qualify for a refund, you can only return a single SKU (item) once per customer.
Before you buy, our Feeding & Nutrition experts are here to help!
Before placing your order, our Customer Experience team is here to assist you with any questions about selecting the right products for your pet’s unique dietary needs. We’re committed to helping you make informed decisions, so don’t hesitate to reach out! We are online to chat 9-6pm EST every day, available on email for 1-3 business day replies (and we strive for same business day!), and voicemail callbacks at 1-833-399-3403.
If you purchase from one of our authorized resellers:
Please contact the reseller where the transaction occurred directly to arrange your return. Open Farm will credit the reseller’s account once the return has been processed.
Shipping Policy
If your order is over $50, you qualify for free shipping across most of the continental US. If your order less than $50, we charge a flat rate shipping fee of $5.99 for your order. At this time we do not offer shipping to Hawaii, Alaska, Puerto Rico or the US Virgin Islands. All orders are shipped via FedEx and they do not deliver on weekends.
When will I get my delivery?
We work hard to deliver your Open Farm products as quickly as possible. Most customers receive their order within 3-5 business days of placing their order. You can also check your Order Status at any time for tracking information.
Do I need to sign for my package?
If you are not home, the driver will leave the package at your door or with your door man.
Do you ship internationally?
We are only shipping to Canada and the contiguous U.S. at this time. Visit www.openfarmpet.ca to place your Canadian order.
Do you ship to PO Boxes and APO/FPO addresses?
We are unable to ship to PO Boxes or Military Addresses at this time.
How can I track my order?
You can track your package at any time by logging into your Open Farm account.