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HOURS
Mon-Fri 6AM-5PM PST Sat-Sun 6AM-4PM PST
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Frequently Asked Questions
Customer Support:
How do I contact customer service?
You can contact our customer service team through our website contact form, by calling us at (800) 604-5827, or by utilizing the Live Chat feature on our website by clicking the “Live Agent” button at the bottom of our website on desktop or the orange button with a speech bubble graphic on mobile.
Our customer service hours are Mon-Fri from 6 AM-5 PM PST or Sat-Sun 6 AM-4 PM PST.
What are your customer service hours?
Our customer service hours are:
Mon – Fri 6 AM-5 PM PST
Sat-Sun 6 AM-4 PM PST
What's your Privacy Policy?
How can I find out when a product is back in stock?
To find out when a product will be back in stock, become an Ultimate Pet Nutrition subscriber. (Email and SMS subscribers receive exclusive sales and promotions, educational content, and product releases):
Click here to start getting emails and texts from Dr. Gary Richter and the Ultimate Pet Nutrition team.
You may also contact our customer service team at phone number (800) 604-5827 or through our website contact form for more information on a particular product’s availability.
Returns and 90-Day Guarantee:
What is your return policy?
Every order from Ultimate Pet Nutrition is backed by our 100% money-back satisfaction guarantee. This means your pet can try any of our incredible formulas RISK-FREE for up to 90 days, and if you aren’t completely satisfied, fill out the online form here, and then send back the bags, bottles, or jars (even if they’re empty) for a full refund of your purchase price minus shipping. No questions, no hassle.
Be sure to retain your bottles/jars, as they must be returned to receive a complete refund.
Please note your guarantee comes into effect on the day your product is shipped from our fulfillment center and expires 90 days after the shipped date.
How do I request a return?
To initiate your return, please submit the online form on ultimatepetnutrition.com/returns/ or contact our customer service team. You can reach them via email at [email protected] or call us at (800) 604-5827
Our call center is open Mon–Fri 6 AM-5 PM PST and Sat–Sun 6 AM-4 PM PST.
How does the return process work?
After you request a return, if you are within the money-back guarantee period, you will receive a return authorization number (“RA #”) and shipping instructions for your return. Your RA # and shipping instructions will be sent to you via email.
You will also be sent a form that you will need to print out and include in your return shipment. You must include your RA # on this form so we can process your refund. Any shipments that do not contain a return form or RA # will NOT be refunded and will be destroyed.
Please note you will be responsible for any shipping charges incurred when returning your product(s). Your refund will be processed once your returned product(s) has arrived at our shipping facility
When will I see a refund?
Once your order is returned to our warehouse and processed by our team, you can expect your refund within 3-5 business days. You will receive an email notification when the refund is processed.
What is the status of my refund?
You can check the status of your refund by logging into your VIP Account homepage VIP Account homepage. You can also contact customer service via chat or at (800) 604-5827 Mon-Fri from 6 AM-5 PM PST or Sat-Sun 6 AM-4 PM PST.
Or you can contact us using this form.
What is included in the 90-day money-back guarantee?
All of our incredible formulas are included in our industry-leading 90-day money-back guarantee.
Feel free to try any formula RISK-FREE for up to 90 days, and if you aren’t completely satisfied, fill out our online form here, and then send back the bags, bottles, or jars (even if they’re empty) for a full refund of your purchase price minus shipping.
Please note your guarantee goes into effect on the day your product is shipped from our fulfillment center and expires 90 days after the shipped date.
Do you cover the cost of return shipping?
Ultimate Pet Nutrition does not cover the cost of return shipping. You will be responsible for any shipping charges incurred when returning your product(s).
What if receive the wrong item?
We strive for excellence at Ultimate Pet Nutrition — which means delivering your items correctly and in a timely fashion.
In the unlikely event you receive the wrong item, please contact our customer service team via chat or at (800) 604-5827 Mon-Fri from 6 AM-5 PM PST or Sat-Sun 6 AM-4 PM PST.
Or you can contact us using this form.
What should I do if my items arrive damaged or defective?
In the unlikely event an item arrives damaged or defective, please contact our customer service team via chat or at (800) 604-5827 Mon-Fri from 6 AM-5 PM PST or Sat-Sun 6 AM-4 PM PST.
Or you can contact us using this form.