FAQs

FAQs relating to 1/4" bone grind

What does an out of spec bone grind mean?
This is a Primal production specification issue – it poses absolutely no risk to human health. Only 5 specific Primal Canine and Feline Freeze-Dried Pou...
Fri, 22 Dec, 2017 at 5:42 PM
What products are affected?
Through a recent product quality review process, we have determined that 5 specific Primal Canine and Feline Freeze-Dried Poultry Formulas were produced out...
Tue, 26 Dec, 2017 at 11:01 AM
What Happens if my Lot Code matches one on your list but the Formula is different?
Unless both the product (UPC) and Lot Codes match the attached list, the product was not ground on the day in question.
Fri, 22 Dec, 2017 at 4:38 PM
How do I get a refund for this bone grind related issue?
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 followi...
Fri, 22 Dec, 2017 at 4:51 PM
Is my pet in danger if they consumed this food?
Dogs and cats are designed to crush and consume soft bones such as those found in these out of spec products. In most cases, these products will not be a he...
Fri, 22 Dec, 2017 at 4:33 PM
What do I do if I notice that my pet has a piece of bone lodged between their teeth or if I notice signs of digestive or intestinal upset?
We recommend contacting your veterinarian to assess the situation. In the case where a piece of bone has become lodged between two teeth, your veterinarian ...
Fri, 22 Dec, 2017 at 4:36 PM
If I have to take my pet to the veterinarian, will Primal cover the costs involved?
Yes, if your veterinary bills have been incurred as a result of this larger bone particle issue, Primal will request a copy of the veterinary invoice as wel...
Fri, 22 Dec, 2017 at 5:03 PM