Last updated: September 19, 2026
We want every bag to be right for your dog. Here’s how returns, exchanges and refunds work for orders placed on americannaturalpremium.com.
At a glance
- Recipe not a fit? Our Satisfaction Guarantee covers opened bags: exchange or refund, within 30 days of delivery.
- Damaged, missing or wrong item? Tell us within 3 days of delivery with your order number and a photo. We’ll make it right.
- Product returns: we don’t accept them, except when a bag needs to be tested or inspected for a quality concern.
Why we don’t take product returns
Food that has left our hands can’t be resold, so instead of asking you to mail bags back, our guarantee lets you settle things with a phone call or email.
Quality concerns
If something about a bag seems off (smell, texture, packaging, or anything that worries you), please stop feeding it and call (262) 376-5390 or email alex@americannaturalpremium.com with your order number, the recipe, and any codes or dates printed on the bag. A photo helps.
If we need the bag for testing or inspection, we’ll arrange its return with you and send instructions along with a prepaid shipping label. You never pay to send a bag back to us. Please package it securely so it isn’t damaged on the way.
If your dog seems unwell, please contact your veterinarian first.
Damaged, missing or wrong items
Contact us within 3 days of delivery with your order number and a photo of the bag and box. We’ll make it right. Usually that means shipping a replacement at no cost to you; if you’d rather not wait, or the item is out of stock, we’ll refund the affected item instead, including what you paid to ship it.
Canceling or changing an order
Orders ship the same or next weekday, so call us as soon as possible. We can change or cancel an order for a full refund any time before it is handed to UPS. Once it’s with UPS, it’s on its way and our guarantee and the sections above take over.
Refused or undeliverable packages
If a package is refused or comes back to us as undeliverable, we’ll call or email you. You can have it shipped out again at your cost, or we’ll refund the product. Shipping charges we already paid to send and return the package aren’t refunded. If the address problem was our mistake, none of that applies: we’ll reship right away at our cost.
Lost packages
If tracking says delivered but the box isn’t there, or it hasn’t arrived within 7 days after the estimated delivery date, call us. We’ll open a claim with UPS and replace or refund the order once it’s resolved. See our Shipping Policy for more.
Refunds
- Refunds go back to your original payment method.
- We process approved refunds within 5 business days; your bank or card issuer may take additional time to post it.
- Original shipping charges aren’t refunded with a guarantee refund. They are refunded when the problem was ours, such as a damaged, missing or wrong item.
- A canceled order, canceled before it went to UPS, is refunded in full.
Pet store purchases
If you bought our food at a pet store, please contact us and we’ll sort it out together.
Questions? Call the family at (262) 376-5390 or email alex@americannaturalpremium.com. We’re American Natural Premium, a family business in Grafton, Wisconsin.