HELP CENTER
Customer Service
Help with returns, refunds, orders, accounts, and gift cards. Most answers are below — if you can't find what you need, our team is one email or call away.
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All the pages in our Customer Service section.
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Returns & Refunds
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Raw Food Returns
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Order Issues
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Account & Subscriptions
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Gift Cards
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Pickup & Delivery
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Contact & Hours
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FAQs
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Why We're Online Only
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Returns & Refunds
Because we sell perishable raw food, our return policy is different from most retailers. Here's how it works.
The Basics
Returns and credits are considered on a case-by-case basis and must be requested within 2 days of pickup or delivery.
Approved returns may receive a credit issued as a Raw Dog Food and Co. gift card, not a refund to the original payment method.
Order accuracy at pickup or delivery
Customers are responsible for confirming order accuracy at the time of pickup or delivery. Please contact us 24 hours from pickup or delivery to inform us of any issues.
Food that's been discarded or fed
We can't issue credit on food that's been discarded or already fed to your dog. If something is wrong with your order, contact us before discarding the food.
Return requirements
- Food must be kept frozen and in the same condition it was originally received.
- Returned items are subject to a restocking fee.
- A gift certificate will be issued for the balance after the restocking fee.
Items we can't accept back
- Gift cards
- Downloadable products
- Some health and dog care items
Partial refunds may apply
In some cases only a partial refund or gift certificate is granted:
No refunds on software, or media that has been opened
- Any item not in original condition, damaged, or for reasons not due to our error
Anything past 10 days
Items returned more than 10 days after pickup or delivery aren't eligible for credit.
How approval works
Once your return is received and inspected, we'll email you to confirm we got it. We'll also let you know if your return was approved or rejected. If approved, a gift card is sent to the email associated with your order.
Exchanges
To exchange a defective item for the same item, email customerservice@rawdogfoodandco.com for instructions.
Return shipping
If your return requires shipping back to us, Shipping costs are non-refundable. Food must arrive at our facility frozen and in the same condition it was received. If a refund is approved, the cost of return shipping is deducted from the refund amount.
Raw Food Return Policy
If something is wrong with your raw food order, contact us before doing anything else and we'll discuss options. Don't discard or feed it until we've talked.
Shipping Order Issues
If something went wrong with your order, here's what to do.
Tracking your order
Once your order ships, you'll get a tracking email with a UPS link. You can also see tracking in your account order history.
Modifying or canceling a pending order
If your order hasn't shipped yet, contact us as soon as possible with your order number and the change you need. Once an order ships, we can't modify or cancel it.
Damaged package
Photograph or video the damage before doing anything else. Send photos to us within 24 hours of delivery. We'll work with the carrier and with you on a resolution.
Order arrives thawed
As long as the food arrives cold, it's safe to feed or refreeze. We can't control carrier delays, but we pack enough dry ice for the transit time selected.
Package delayed in transit
Contact UPS first at 1-800-377-4877. Tell them the package is perishable and ask them to deliver immediately or hold in a local cooler. Then text us at 720-619-1190 with your name and order number, and we'll work on it from our side.
Package marked delivered but missing
UPS takes delivery photos on every drop. Call UPS at 1-800-377-4877 — they can pull driver information and file a lost-package claim. Once UPS confirms delivery, we're no longer responsible — the claim is between you and UPS, however we can help facilitate that claim. Just contact us.
Wrong item received
Email us within 24 hours with your order number and a photo of what you received. We'll get the right item to you and arrange to pick up or replace the incorrect one.
Account & Subscriptions
Login or reset password
On the login page, click "Forgot Password." Enter your email and we'll send you a reset link. If you don't get the email within a few minutes, check spam or contact us.
Update your address or payment
Log into your account and go to the Account Settings section. Update your shipping address, billing address, or payment method there. Changes apply to future orders, not to orders already placed.
Pause or skip a subscription
Log into your account and go to the Subscriptions section. You can pause, skip, change frequency, or swap products there. Changes need to be made before your next order processes.
Cancel a subscription
Cancel anytime from the Subscriptions section in your account. No fees for canceling. If you change your mind, you can restart the subscription at any time.
Gift Cards
Check your balance
Log into your account or contact customer service with the card number. We can check your balance and help if there's an issue redeeming.
Redeem a gift card
At checkout, enter your gift card code in the discount/gift card field. The card balance is applied to your order total. Any remaining balance stays on the card for future orders.
Gift card not working
Make sure you've entered the code exactly as it appears (codes are case-sensitive). If it still doesn't work, contact customer service with the card number and we'll troubleshoot.
Buying a gift card
Gift cards are available on our Gift Cards page. Choose a denomination, enter the recipient's email, and the card is delivered digitally. They can use it instantly at checkout.
Pickup & Delivery
Quick reference. For full details on each method, visit the dedicated pages.
Warehouse pickup
7 days a week at our Commerce City, CO warehouse. Order online, then text 720-839-4975 with the name on your order when you arrive. The Raw Squad brings it out to your car.
Home delivery
Available within 130 miles of Commerce City. $14.99 under 85 miles, $21.99 between 85-130 miles. Daily delivery, drivers leave the insulated box on your front porch. Order by noon the day prior. You do not need to be home to accept order.
UPS shipping
Lower 48 and Alaska. 20 lb minimum order for raw food. Shipped frozen in custom insulated coolers with dry ice. Best rates at 40 lb increments. Order by Sunday or Monday for best transit timing.
Contact & Hours
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Email
customerservice@rawdogfoodandco.com — replies within 24 business hours. Faster on weekdays during business hours.
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Phone
(720) 619-1190 — live during business hours. Outside hours, leave a voicemail and we'll call back the next business day.
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Pickup arrival text
(720) 839-4975 — real-time during warehouse hours, monitored by the Raw Squad. For pickup notifications only — for customer service text 720.619.1190
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Business hours
Monday–Friday: 10:00 AM – 5:30 PM Mountain
Saturday–Sunday: 10:00 AM – 4:30 PM Mountain
Common Questions
Quick answers to questions our team gets every week.
Can I shop in person at your warehouse?
We're an online store. Orders are placed online in advance of your arrival. This format allows us to keep prices down so more families can feed raw.
How long do I have to request a return?
Within 2 days of pickup or delivery and on a case by case basis. Order accuracy issues need to be flagged within 24 hours.
Why don't I get a cash refund?
Approved returns are typically credited as a Raw Dog Food and Company gift card, not refunded to the original payment method. The gift card never expires and can be used on any future order.
What if I forgot my password?
On the login page, click “Forgot Password.” Enter your email and we’ll send you a reset link. If you don’t see it in a few minutes, check spam or contact us.
Looking for help with raw feeding itself?
This page is for order and account help. For nutrition questions, transitioning to raw, how much to feed, supplements, or anything diet-related, visit the Raw Feeding FAQs page or book a free consult with our nutritionist.
Why Pet Parents Love Shopping Online
We're an online store, there's no retail storefront where you can browse and shop in person. That's intentional, not a limitation.
Skipping the brick-and-mortar overhead means we can pass that savings along to you. The same blend in a retail pet store would cost meaningfully more by the time it reaches the shelf. Our model keeps prices accessible so more families can afford to feed their dogs raw.
If you're local to Commerce City, the warehouse pickup gives you the in-person convenience without the storefront markup. Place your order online, swing by, text us when you arrive, and we'll bring it out.
Still Need Help?
If your question isn't answered here, reach out and we'll get back to you within one business day.
