Shipping policy
Tom&Sawyer Thermal Shipping Boxes:
TEMPERATURE CONTROL: We courier frozen pet meal orders in special recyclable thermal boxes to maintain temperatures below 4C for up to 3 days in normal conditions. The product remains frozen/cold with dry ice (this is food safe) and the thermal density of the pet meals themselves. Our minimum order units is to ensure this temperature control. Some defrosting is normal and it is safe to refreeze packages that feel the same temperature as food inside your fridge (or place in fridge and use these packages first).
Meals that arrive cold to the touch and similar in temperature to refrigerated food are considered safe and do not qualify for replacement or credit. Minor defrosting, condensation, or cosmetic box damage during transit is normal and expected.
See below for more information on delivery concern reporting.
FREE SHIPPING & SURCHARGES FOR OTHER SERVICED LOCATIONS:
All shipping options are presented to you at checkout to select the best option for you (same day shipping for a premium is offered in many areas if order is placed early morning). Expected transit days and delivery date is also presented. We do our best to triage any orders that are delayed in transit
Free Shipping Offer: We offer free ground shipping to locations that are standard service areas for our various courier partners. This complimentary shipping covers a large area of our delivery zones.
Special Handling Surcharge: Locations further from our fulfillment centres may not have a standard service option available and could be 2 to 3 days transit time / require a portion of the voyage as air travel. These packages require additional fees beyond ground shipping for transit method and extra dry ice to ensure safe arrival of your pets food. Only the special handling surcharge above the complimentary shipping portion will be presented at checkout (i.e. you will always receive the value as a credit to your shipping fees that our complimentary standard ground shipping policy covers).
For more information about shipping and our frozen meals in transit, please see our FAQ page or refer to your Welcome Guide included in your first order box.
Return / Credit Policy & Procedures
Due to the frozen nature of the product and delivery method, we do not accept returns of product.
Satisfaction Guarantee: We offer your pets a satisfaction guarantee on your first order (to a limit per recipe ordered, at our discretion). If your pet does not tolerate a recipe, please reach out to our support team and we will provide a credit towards new recipes in your next order. Our specially priced trial boxes are final sale and not eligible for the satisfaction guarantee at this time.
Credits Only – As standard policy, we want your pet to enjoy our meals and so it is our mission to deliver on this promise of superior nutrition. As such, Tom&Sawyer does not issue monetary refunds. In eligible cases, we provide store credit applied to a future order. Credits are non-transferable, have no cash value, and cannot be redeemed for cash or refunded to a payment method.
Quality concerns: We want to ensure that the incredible quality and nutrition makes it to your pet exactly as we intended. We will carefully review all eligible concerns to ensure we meet our promise to you and your pet.
Direct Delivery Customers: For tomandsawyer.com online customers, should your delivery order arrive in questionable condition or a package or product appear to have an issue, please take photographs, including the Best By label and send them to info@tomandsawyer.com and include your order number for faster service.
All shipping condition concerns must be reported within the same day as delivery accompanied by photographs. Claims submitted outside this window may not be eligible for credit.
Any credits issued will be limited to the value of the affected items only and will not exceed the original purchase price.
Authorized Retail Store Purchases: For customers purchasing our products at our Authorized Third Party Retailers, please visit your location of purchase for further assistance with your product concern as they have procedures to assist with your specific need and will contact us, if necessary. We trust our Authorized Partners to provide a proper resolution to your issue but any unresolved issues can be raised to us at info@tomandsawyer.com. Please provide a photograph/PDF of your original store receipt and any photographs of your quality issue, including the Best By date located on the back.
In the case of receiving an incorrect/incomplete order, or further questions regarding our fresh prepared pet meals, please contact us at info@tomandsawyer.com or reach out on our live chat.
