If you've found that you have product on our attached list, the process for returns/refunds for affected products is simple. Please provide the following information to us:

  • A photo of the back of your bag that includes the Lot Code and UPC Code for the affected product
  • Customer full name
  • Mailing Address
  • Phone Number

You have the option of returning the product for a refund at your local retailer or for Primal Pet Foods to write a check to you for reimbursement directly.


If you are unable to provide a photo of the bag with Lot Code and UPC code information because you don't have the packaging anymore, you can also validate your request for reimbursement with a photo of the product in your possession clearly showing large bone pieces by using an object to show scale (i.e. ruler, coin, etc). We’ll also then need to know the following information:

  • What is the product and package size
  • Customer full name
  • Mailing Address
  • Phone Number

Once we have this information, we'll be able to process the reimbursement.