Due to the perishable nature of our product, we cannot offer any refunds or exchanges once an item is purchased. If you have an item you cannot feed for some reason, please feel free to email us for any tips or tricks on how to feed it or for some possible other uses for that product.
We ship throughout the contiguous US. All orders are shipped UPS Ground, UPS 3 Day Select, or UPS Next Day Air.
Orders ship on Mondays only and must be placed at least 5 days prior (by Thursday) to ship on that following Monday. Select "Shipping" to see the first available shipping date. Due to space constraints, there are a limited number of orders that we can ship out each Monday. When that limit is reached, the shipping calendar will display the following Monday as the next available day. Tracking information is emailed when orders ship.
For states that take an estimated 3 or more days for ground shipping we strongly recommend selecting 3 Day Select. Please note that food will not arrive frozen for transit times of three or more days. Thawed food is perfectly fine. Simply refreeze.
Our food is sent out frozen and tightly packed. We pack your order in insulated shipping boxes and use dry ice and ice packs to ensure your order stays as cold as possible. Unfortunately, our boxes often sit in hot warehouses and on hot UPS trucks so your food may arrive partially thawed. We cannot guarantee that orders will arrive frozen. By purchasing our products, you are accepting that products may arrive partially thawed and there is no guarantee orders will arrive frozen. Simply freeze food.
We do everything that we can to mitigate the risk of shipping frozen food around the country, unfortunately, things like transit delays are outside of our control. Rebel Raw is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, civil unrest, natural disasters, terrorism safety control, local carrier mis-scans, or inaccurate shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control. All items are final sale. Unfortunately we can not offer any refunds or replace any items that have been damaged, or do not arrive frozen, during the shipping process. UPS will not guarantee or provide any reimbursement to us and as a small business, we simply can’t afford the costs of refunding or replacing delayed or damaged shipments. By placing this order you are accepting these terms.
Our boxes hold up to 25 lb of food each. It's most cost-effective and will help keep the food frozen if the box is full, so aim for about 20 - 25 lb. Shipping orders over 25 lb will ship in multiple boxes. There's a weight calculator that keeps track of the accumulated weight as you add items to the cart.
Orders will be hand delivered to your doorstep on your selected date, during your selected time slot (5am - 8am or 1pm - 3pm). Please be prepared to open any gates or building doors so we can deliver your order. If there are any codes needed to complete your delivery please let us know. If we cannot complete a delivery due to a gate code or special instruction that was not provided in the "Order Notes" section of the cart at checkout or by email a re-delivery fee will be assessed. Please contact us to make alternate re-delivery or pickup arrangements.
If you cannot pickup your order at the originally scheduled time please contact us to arrange a different date. Rebel Raw will attempt to contact you for alternative pickup arrangements. Pickup orders that are not claimed within 10 days of the originally scheduled pickup date will be considered abandoned. Due to the perishable nature of our product, we cannot offer any refunds or exchanges once an item is purchased.