Shipping policy

We deliver across Canada!

Please place your order or make any changes to your recurring subscription order by 12pm EST on Mondays in order to have your order packed and shipped on Tuesday.  We pack all of our weekly orders on Tuesday mornings, however when there is a holiday Monday this schedule can change.

ZONE 1:  Shipping is free of charge.  We use a combination of local and national couriers with overnight service.

ZONE 2:  Shipping rates are calculated at check-out per thermal box (with us covering the first $25):

• 1 Box: 14 to 32 dog meals (454g size)
• Multi-Box over 32 dog meals
• Cat meals are 227g, so double the dog meal capacity per box

Our Thermal Shipping Boxes and Dry Ice:

We courier frozen pet meal orders in special recyclable thermal boxes with a brick of dry ice (-79C) to maintain temperatures below 4C for up to 3 days in normal conditions. The product remains frozen/cold 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.

Once your package is shown as delivered to the address, Tom&Sawyer has deemed this transferred to the customer and is not responsible for stolen boxes or defrosted items due to not being home to collect delivered boxes. We suggest orders be shipped to addresses that someone can accept delivery and put items directly into the freezer. Our couriers do not card for pick up, boxes are designated to be left at the door. 

*Remote locations in Canada may not have express courier available and could be 2 days or more shipping. If no shipping option is available 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. 

Return Policy

Given the nature of shipping frozen food, we do not accept any returns of our products.  If there are specific issues related to dietary issues or questions of our products once received, please contact our team so we can remedy the situation.

 

For more information about shipping, please see our FAQ page