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Open Farm Shipping and Return Policy
Open Farm Satisfaction Guarantee for Online Orders
Switching your pet’s food is a big decision. That’s why we offer a 30-Day Satisfaction Guarantee. If you or your pet aren’t completely satisfied for any reason within 30 days, we’ll make it right with a refund or an exchange for eligible Open Farm recipes purchased through OpenFarm.com/.ca or one of our authorized retailers.
Transition with Total Peace of Mind
Switching your pet to a new food can take a little time, and every pet settles in differently. To help them adjust, we recommend starting with small amounts and building up to full meals over 1–2 weeks to make the change easier on their digestive system. That’s also why our guarantee is 30 days—so you have the time and peace of mind to transition at a comfortable pace and still reach out if it’s not the right fit.
This guarantee applies to eligible Open Farm recipes purchased through:
OpenFarm.com/.ca (30 days from delivery)
Authorized retailers (30 days from purchase)
What isn’t covered
Purchases made through unauthorized sellers aren’t eligible, since we can’t confirm storage, handling, or product freshness outside our approved partner network.
How to request a refund or exchange
Reach out within the 30-day window and share your order number (OpenFarm.com/.ca) or proof of purchase (authorized retailer), plus the recipe you tried. If available, including the lot code and best-before date helps our team support you faster.
Refunds & exchanges
Refunds are issued back to the original payment method used at checkout. For OpenFarm.com/.ca orders, we can process your refund directly. For retailer purchases, the retailer’s return policy applies—and we’re happy to help if you need guidance.
Review, eligibility, and donation
Refund eligibility is limited to one (1) refund per SKU (item) per customer or household. Requests are reviewed by our Pet Parent Experience team, and proof of donation may be requested before a refund is issued. Approval is subject to purchase verification and at the discretion of our Pet Parent Experience Team.
Need help choosing? We’re here for you
Before you place your order, our Feeding & Nutrition Experts are here to help you find the best fit for your pet. Tell us a little about your pet, and we’ll guide you to the right options so you can choose with confidence.
You can reach us by chat daily from 9am–6pm EST, by email with replies within 1–3 business days (often the same day), or by voicemail at 1-833-399-3403.
Shipping Policy
If your order is over $50, you qualify for free shipping across most of Canada. If your order less than $50, we charge a flat rate shipping fee of $5.99 for your order. At this time we do not offer shipping to the Yukon, Nunavut or the Northwest Territories. All orders are shipped via Canada Post.
When will I get my delivery?
We work hard to deliver your Open Farm products as quickly as possible. Most customers receive their order within 3-5 business days of placing their order. You can also check your Order Status at any time for tracking information.
Ontario & Quebec: 1-3 business days
British Columbia: 3-6 business days
Alberta, Nova Scotia, & New Brunswick: 2-5 business days
Saskatchewan & Manitoba: 2-6 business days
Newfoundland & Labrador: 5-7 business days
Prince Edward Island: 2-4 business days
Do I need to sign for my package?
If you are not home, the driver will leave the package at your door or with your door man.
Do you ship internationally?
We are only shipping to Canada and the contiguous U.S. at this time. Visit www.openfarmpet.com to place your US order.
Do you ship to PO Boxes and APO/FPO addresses?
We are unable to ship to PO Boxes or Military Addresses at this time.
How can I track my order?
You can track your package at any time by logging into your Open Farm account.