Refund & Returns Policy
Alpha Pack Group is committed to providing quality frozen dog food products and professional customer service. Because our products are frozen food items, special handling requirements apply to returns, exchanges, and refunds.
Frozen Food Products
Due to food safety requirements, frozen dog food products cannot generally be returned once delivered, picked up, or transferred to the customer.
Please review all order details carefully before finalizing a purchase.
Damaged, Incorrect, or Missing Items
If an order arrives damaged, contains the wrong product, or is missing items, please contact Alpha Pack Group as soon as possible after receipt.
Customers may be asked to provide:
- Order number
- Date of delivery or pickup
- Description of the issue
- Photographs of the product and packaging when applicable
After review, Alpha Pack Group may offer a replacement product, store credit, or refund when appropriate.
Order Cancellations
Orders may be canceled before processing, fulfillment, loading, or scheduled pickup.
Once an order has entered fulfillment, preparation, pickup scheduling, delivery routing, or transportation, cancellation may no longer be possible.
Delivery Issues
Customers are responsible for providing accurate delivery information, contact details, and access instructions.
Additional delivery fees may apply if:
- An incorrect address is provided
- A scheduled delivery cannot be completed
- Additional delivery attempts are required
- Special access requirements were not disclosed
Local Pickup Orders
Customers are responsible for collecting pickup orders during the agreed pickup period and for transporting products under appropriate frozen-food handling conditions.
Products should be transferred to suitable frozen storage as soon as possible after pickup.
Refund Review
All refund requests are reviewed individually based on the circumstances, order information, product condition, and applicable food safety considerations.
Approval of a refund, replacement, or store credit remains at the discretion of Alpha Pack Group.
Contact Information
Questions regarding returns, delivery concerns, damaged items, or refund requests may be directed to Alpha Pack Group through the Contact Us page.