We urge you to always keep as least 2 weeks of food on hand. Ask and we'll let you know how much that is for you! Please play it safe and order 2 weeks in advance and allow ample time for delivery.
It's your responsibility to ensure the shipping address is correct before you place your order. We pay for the shipping costs to you unless there is a problem with your delivery address. You are responsible for ensuring that the shipping address is correct; you are responsible for any additional charges from the carrier if they are not able to deliver the shipment directly to the address that you provided, or the address you provided is incorrect. In the event that you refuse delivery or return the product, you are responsible for return shipment costs.
RETURN POLICY — 100% SATISFACTION GUARANTEE
Your pets will be over the moon or your money back! Try 1 bag of each flavor hassle-free and risk-free—if your pet is not completely over-the-moon, we'll give you a full refund and ask that you pass the food on to a friend. In other situations, we accept returns of unopened bags within 30 days of the delivery date; we'll provide a return label. To request a product return, email us at CustomerService@FlintRiver.com or call us toll-free at 1-866-236-5102.
Please note: Loose stool is typically due to overfeeding; if your pet has loose stool, please reduce the feeding amount for a couple of days. Our pet food is baked—not extruded! You'll feed less when feeding baked food. It's often difficult to realize how little food is needed to satisfy your pet!
Probiotics: We offer the option of an insulated box with ice pack at a small cost to you. We have verified that this packaging is sufficient to maintain product viability in hot weather. It is your responsibility to choose the insulated shipping method during hot weather. We include enough ice to protect against extremely hot temperatures; however, it's not uncommon for the ice to be melted by the time your order arrives. No refund will be given due to product temperature upon arrival.
Donations: If possible, find out if there's a pet shelter in your area. At our discretion we may ask that you donate the food instead of returning it so that needy pets will benefit!
FlintRiver.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return; in this situation, FlintRiver.com does not take title to the refunded item.
To Cancel or Change: Cancellation or change requests must include the order number and be submitted before the order has been shipped. Call 1-866-236-5102 or send your request to cancel@FlintRiver.com.
Look on your door for notices from UPS. UPS has the right to refuse to leave a delivery if no one is available to receive it; this is quite reasonable in situations where the shipment may get stolen, rained on, infested with ants, and many other mishaps that can happen to unattended food. If you are not at home when UPS attempts your delivery, UPS will leave a note on your door letting you know they have made an attempt and whether they will try again or not; they will not make more than three attempts. To avoid incurring extra shipping charges, you must contact UPS (refer to their note), or be available to receive the package on one of the attempts.
If you haven't received your order and think it may be lost, please call us toll-free at 1-866-236-5102 or email us at CustomerService@FlintRiver.com. Please leave your full name, day-time phone number, and request a priority package trace. We will get back to you as soon as possible and let you know the status of your order; we typically respond within one business day.
If you receive a shipment that is noticeably damaged, contact us and we'll take care of it. Please call us toll-free at 1-866-236-5102 or email us at CustomerService@FlintRiver.com so that we can ensure that you get a replacement or credit.
FUNDS HOLD DUE TO FAILED TRANSACTION
If a debit/check/credit card is used to make a purchase on the Site, and the purchase was not accepted for certain reasons, including but not limited to failed billing address or Card Verification Value (CCV) verification, most banks will hold the "authorized" funds until the authorization void clears. A funds "hold" means that the amount of the authorization counts against, or reduces, the account balance. The most common reason for the failed transaction is that the billing address entered does not match the billing address for the debit/check/credit card being used for payment. For security reasons, the Site will reject any transaction for a billing address mismatch.
The Site makes every attempt to void the failed authorization immediately; however, the actual funds release is at the bank's sole discretion. The customer should contact the issuing credit card company or bank to request acknowledgement of the void and release of the funds. The Site does not have the capability nor is obligated to release the bank's temporary hold on authorized funds, and is not responsible for the policies of the customer's banking institution regarding the holding of authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing bank or credit card company's policy.
All textual, graphical and other content appearing on this Site, unless otherwise noted, are the property of FlintRiver.com (''Company'').
Copyright FlintRiver.com. All Rights Reserved. The content, organization, graphics, design, compilation, magnetic translation, digital conversion and other matters related to the Site are protected under applicable copyrights, trademarks and other proprietary (including but not limited to intellectual property) rights. The copying, redistribution, use or publication by you of any such matters or any part of the Site is strictly prohibited. You do not acquire ownership rights to any content, document or other materials viewed through the Site. The posting of information or materials on the Site does not constitute a waiver of any right in such information and materials.
You may view, copy, print and use content contained on this Site solely for your own personal use and provided that: (1) the content available from this Site is used for informational and non-commercial purposes only; (2) no text, graphics or other content available from this Site is modified in any way; (3) no graphics available from this Site are used, copied or distributed separate from accompanying text; (4) no content available from this Site may be used for any purpose which is offensive or which disparages, damages or otherwise negatively reflects upon Company, its products, its employees or its management. Nothing contained herein shall be construed as conferring by implication, estoppel or otherwise any license or other grant of right to use any patent, copyright, trademark or other intellectual property of Company or any third party, except as expressly provided herein.
Editing, Deleting and Modification. We reserve the right in our sole discretion to edit or delete any documents, information or other content appearing on the Site.
Trademarks mentioned on the Site are trademarks of the Company. Other product and company names mentioned on the Site may be trademarks of their respective owners.
Disclaimer and Limits. Reasonable efforts are taken to ensure the accuracy and integrity of information and related materials provided by Company on this Site, but Company is not responsible for misprints, out-of-date information, technical or pricing inaccuracies, typographical or other errors appearing on this Site, or any other website. Information and related materials are subject to change without notice. THE INFORMATION FROM OR THROUGH THE SITE IS PROVIDED ''AS IS,'' ''AS AVAILABLE,'' AND ALL WARRANTIES, EXPRESS OR IMPLIED, ARE DISCLAIMED (INCLUDING, BUT NOT LIMITED TO, THE DISCLAIMER OF ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE). THE INFORMATION AND SERVICES MAY CONTAIN BUGS, ERRORS, PROBLEMS OR OTHER LIMITATIONS. WE AND OUR AFFILIATED PARTIES HAVE NO LIABILITY WHATSOEVER FOR YOUR USE OF ANY INFORMATION OR SERVICE. IN PARTICULAR, BUT NOT AS A LIMITATION THEREOF, WE AND OUR AFFILIATED PARTIES ARE NOT LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS, LOSS OF PROFITS, LITIGATION, OR THE LIKE), WHETHER BASED ON BREACH OF CONTRACT, BREACH OF WARRANTY, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE NEGATION OF DAMAGES SET FORTH ABOVE IS A FUNDAMENTAL ELEMENT OF THE BASIS OF THE BARGAIN BETWEEN US AND YOU. THIS SITE AND THE INFORMATION WOULD NOT BE PROVIDED WITHOUT SUCH LIMITATIONS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM US THROUGH THE SITE SHALL CREATE ANY WARRANTY, REPRESENTATION OR GUARANTEE NOT EXPRESSLY STATED IN THIS AGREEMENT.
WE WILL NOT BE LIABLE TO YOU FOR ANY INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES OF ANY KIND THAT MAY RESULT FROM USE OF OR INABILITY TO USE OUR SITE. OUR MAXIMUM LIABILITY TO YOU UNDER ALL CIRCUMSTANCES WILL BE EQUAL TO THE PURCHASE PRICE YOU PAY FOR ANY GOODS, SERVICES OR INFORMATION.
THIS WEBSITE MAY CONTAIN LINKS TO OR BE ACCESSED THROUGH LINKS ON WORLD WIDE WEBSITES OF PRODUCER COMPANY DEALERS. COMPANY DEALERS ARE INDEPENDENT CONTRACTORS AND ARE NOT AGENTS OF COMPANY. COMPANY DOES NOT HAVE RESPONSIBILITY FOR THE CONTENTS, AVAILABILITY, OPERATION OR PERFORMANCE OF WEBSITES OF COMPANY DEALERS, OR ANY OTHER SITES, TO WHICH THIS WEBSITE MAY BE LINKED OR FROM WHICH THIS WEB SITE MAY BE ACCESSED.
Reference to any product, process, publication, service, or offering of any third party by trade name, trademark, manufacturer or otherwise does not necessarily constitute or imply the endorsement or recommendation of such by Company.
Third-Party Services. We allow access to or advertise third-party merchant sites (''Merchants'') from which you may purchase certain goods or services. You understand that we do not operate or control the products or services offered by Merchants. Merchants are responsible for all aspects of order processing, fulfillment, billing and customer service. We are not a party to the transactions entered into between you and Merchants. You agree that use of such Merchants is AT YOUR SOLE RISK AND IS WITHOUT WARRANTIES OF ANY KIND BY US, EXPRESSED, IMPLIED OR OTHERWISE INCLUDING WARRANTIES OF TITLE, FITNESS FOR PURPOSE, MERCHANTABILITY OR NONINFRINGEMENT. UNDER NO CIRCUMSTANCES ARE WE LIABLE FOR ANY DAMAGES ARISING FROM THE TRANSACTIONS BETWEEN YOU AND MERCHANTS OR FOR ANY INFORMATION APPEARING ON MERCHANT SITES OR ANY OTHER SITE LINKED TO OUR SITE.
Third-Party Merchant Policies. All rules, policies (including privacy policies) and operating procedures of Merchants will apply to you while on such sites. We are not responsible for information provided by you to Merchants. We and the Merchants are independent contractors and neither party has authority to make any representations or commitments on behalf of the other.
Payments. You represent and warrant that if you are purchasing something from us or from Merchants that (i) any credit information you supply is true and complete, (ii) charges incurred by you will be honored by your credit card company, and (iii) you will pay the charges incurred by you at the posted prices, including any applicable taxes.
Access to this Website is monitored. The requesting URLs, the machine originating the request, and the time of the request are logged for access statistics and security purposes. Use of this Website constitutes consent to such monitoring. This Website may be unavailable from time to time due to mechanical, telecommunication, software, hardware and third-party vendor failures. Company cannot predict or control when such downtime may occur and cannot control the duration of such downtime.
Links to Other Web Sites: The Site contains links to other Web sites. We are not responsible for the content, accuracy or opinions express in such Websites, and such Web sites are not investigated, monitored or checked for accuracy or completeness by us. Inclusion of any linked Website on our Website does not imply approval or endorsement of the linked Website by us. If you decide to leave our Site and access these third-party websites, you do so at your own risk.
This Website may be accessed by users internationally and may contain references or cross references to Company products, programs and services that are not available or are prohibited in your country. Such references do not imply that Company intends to make available in your country such products, programs or services or that such products may lawfully be used in your country. Company reserves the right without prior notice to discontinue models, parts and accessories, and other items or change specifications at any time without incurring any obligations.
Information and Press Releases. The Site contains information and press releases about us. While this information was believed to be accurate as of the date prepared, we disclaim any duty or obligation to update this information or any press releases. Information about companies other than ours contained in the press release or otherwise, should not be relied upon as being provided or endorsed by us.
By sending us your pictures and information about your pet(s) for our Pet Gallery ("Material") to be incorporated on the Site, you grant FlintRiver.com a worldwide, perpetual, irrevocable and non exclusive license to demonstrate, display, distribute, market, perform, use, edit, reproduce, and transmit and publish the content by any means, methods, technologies now known or hereafter to become known. You also permit FlintRiver.com to sublicense the rights granted under this paragraph to its distributors and other third parties. Such right shall include, without limitation, the right to: (a) modify, or have modified the Material (including making derivative works of), to combine the Material or portions thereof with such other material (animation, video, sound, software, etc.) as FlintRiver.com selects to create the Pet Gallery, and to put the Material into electronic format; (b) to market, distribute, sublicense, lease and rent, directly or indirectly to end users, products containing the Material; and (c) to grant sublicenses to others to undertake the activities authorized above. FlintRiver.com owns all right, title and interest, including the copyright, in and to the Pet Gallery, including, without limitation, electronic rights thereto, and may use, re-use, license, transfer or dispose of them, without limitation, for any and all purposes, in any and all languages, formats and media now known or hereafter known, including, without limitation, print publications and electronic versions. Content published to the Site will become available for viewing and download from our online gallery. Acceptance of any content for publishing is at our sole discretion and FlintRiver.com reserves the right not to publish any of your content or to remove any of your content from the Site at any time.
Miscellaneous. This Agreement shall be treated as though it were executed and performed in Texas and shall be governed by and construed in accordance with the laws of the State of Texas (without regard to conflict of law principles). Any cause of action by you with respect to the Site (and/or any information, products or services related thereto) must be instituted within one (1) year after the cause of action arose or be forever waived and barred. All actions shall be subject to the limitations and disclaimers set forth above. The language in this Agreement shall be interpreted as in accordance with its fair meaning and not strictly for or against either party. All legal proceedings arising out of or in connection with this Agreement shall be brought solely in Dallas, Texas. You expressly submit to the exclusive jurisdiction of said courts and consent to extraterritorial service of process. Should any part of this Agreement be held invalid or unenforceable, that portion shall be construed consistent with applicable law and the remaining portions shall remain in full force and effect. To the extent that anything in or associated with the Site is in conflict or inconsistent with this Agreement, this Agreement shall take precedence. Our failure to enforce any provision of this Agreement shall not be deemed a waiver of such provision nor of the right to enforce such provision.
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