Change your dog’s life for the better. Simply by changing their diet.
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FAQ
Shipping and Transit
What is the minimum order size for shipping?
Minimum order size is 10 lbs of total product. Orders containing between 10-29 lbs of product will incur a $25 shipping charge.
Do you offer free shipping?
Yes! But you must order in 30-40 lbs increments in order to receive free shipping.
Example 1: Total order weight - 50 lbs. Box 1 will contain 30 lbs and ship free. Box 2 will contain 20 lbs and will incur a $25 shipping fee.
Example 2: Total order weight - 60 lbs. Box 1 will contain 30 lbs and ship free. Box 2 will contain 30 lbs and will also ship free.
What days to you ship?
We ship on Mondays, Tuesdays, and Wednesdays to all states East of the Rockies.
We ship on Mondays and Wednesdays to CA, OR, WA, MT, ID, CO, NM, AZ, & WY.
How long will the food take to arrive?
We expect a normal transit time of 2 days. However, we plan for a transit time of 3-4 days in case of any unforeseen delays.
Will I receive a shipping notification?
Yes! A shipping notification will be emailed to you in the evening (once the carrier scans in your package) of your shipping day.
Your shipping notification will also include a tracking number so you can follow the package journey.
Finally, you will receive an "Out for Delivery" email notification and an email notification that your package was delivered.
Why does the delivery date say 5-7 days when I initially receive my shipping notification and tracking number?
The initial date of delivery is inaccurate when the status of delivery says, "We have your package." Once the status changes to "On the way!", the delivery date will be revised and will reflect a more accurate delivery date.
What is the cutoff time for my order to ship on Wednesday?
Orders received after 7:30 am (your local time) on Wednesday will ship the following Monday.
Do you use FedEx or UPS for shipping?
Currently, we are using both carriers to deliver our products. If you have a preferred carrier, please let us know and we will make every attempt to accommodate your request.
Product Packaging & Damage
What type of packaging do you use?
During the winter months, we use a fully recyclable fiber liner to ensure the product remains cold. Additionally, we use a mylar bag to ensure that moisture does not damage the liner or box.
During the summer months, we use a premium thermal liner with an insulation rating of R10.
Do you use dry ice in your shipments?
Yes! We always use dry ice to help ensure the product remains frozen during transit.
Extra dry ice blocks are available for purchase.
When unpacking our ultra premium products, take care to avoid touching the dry ice directly.
Will my food arrive completely frozen?
In most cases, yes. However, as long as the food arrives cold to the touch, it is perfectly safe to feed right away or refreeze.
What if my package arrives damaged?
While very rare, damage can and does occur from time to time. If your product arrives fully thawed (warm) or with obvious damage, please reach out to us right away here.
Pictures are incredibly helpful, so please ensure to send pictures with your inquiry.
Do you offer refunds for damaged products?
Each case of damage in transit is unique and we consider refunds on a case-by-case basis.
We will always review your inquiry if damage has occurred during transit. We will consider ways to make the situation right and work with our carrier partners to ensure you receive the best customer service possible.
What should I do if my food arrives warm?
Please contact us right away by filling out our contact form if the product does NOT arrive at least cold to the touch.
If it arrives warm and in an obviously thawed state, we recommend discarding the food in a safe manner so that children or pets cannot access the discarded food.
Always wash your hands after handling raw meats.