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 cannot guarantee that orders will arrive fully frozen. We do our best to ensure that your order is packed with sufficient coolant for transit time. If your order arrives partially thawed or refrigerator temperature, you can simply place everything back in your freezer and let it freeze again. It is perfectly safe to re-freeze and will not affect the quality.
We do our best to ensure orders are packed with sufficient protection to mitigate damage during transit. However UPS sometimes doesn't take as great of care with our product as we do and containers may arrive cracked. If this happens the food is still ok. Simply freeze food then defrost in a bowl when ready to feed.
For states that take 3 or more days for ground shipping we strongly recommend selecting 2nd Day Air. Your estimated transit time will be displayed for each shipping method before checkout. Please note that food will not arrive frozen for transit times of three or more days.
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.
Our freezer pickup space is very limited and depends on orders being picked up at the scheduled time. If you cannot pickup your order at the originally scheduled time please contact us to arrange a different date. If you haven't arranged another pickup date we may need to remove your order to make room for other orders. Pickup orders that are not claimed within four days of the originally scheduled pickup date will be returned and a 4% restocking fee will be assessed.