Shipping policy

Tom&Sawyer Thermal Shipping Boxes:

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 primarily due to the thermal density of the pet meals in the box which is why we have frozen food minimum order levels. Some defrosting is normal and it is safe to refreeze packages.

*Remote locations in Canada may not have express courier available and could be 2 days or more shipping. If no shipping cost is calculated for your area, please feel free to contact us to see if we can provide a shipping option. By accepting the shipping quote to a remote Canadian address, you also accept 100% responsibility if there is a failure by the third party shipping company to deliver your order in an acceptable time/condition to ensure the food is still safe. Tom&Sawyer, unfortunately, cannot be responsible for these orders once they are in the possession of our third-party courier partners, and we are unable to ensure perishable food with any courier partner.

 

For more information about shipping, please see our FAQ page

 

Return Policy

Due to the frozen nature of the product, all sales are final. We do offer a satisfaction guarantee on your first subscription order. 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. Trial boxes or one-time orders are not eligible for the satisfaction guarantee.

In the case of receiving an incorrect order, or further questions regarding our fresh prepared pet meals, please contact us at info@tomandsawyer.com or reach out on our live chat.