Courier Delivery Across Canada, the United States and Globally
When you go through the check-out process to place your order, right before entering your credit card information you will be asked to choose a method of delivery, based on your shipping location. For people who live outside of the Greater Toronto Area, we priority ship our frozen pet meals and broths in special thermal boxes with a minimum order quantity.
We have conditions based on your location as follows:
Canada Wide Shipping Outside of the Great Toronto Area*
Frozen Pet Meal Orders: For a minimum of 12 dog meals or 18 cats meals (or any combination of these), we ship priority courier right to your front door across Canada. Shipping is free in Ontario to most locations (we will advise you before shipping if there is a rate applicable), and we subsidize some of the shipping cost to locations outside of Ontario. We use special thermal boxes to maintain our frozen meals below 4C temperature for up to 3 days (extreme heat exceptions apply), and can accommodate approximately 24 regular dog meal packages per box. We only ship on Mondays and Tuesdays to minimize any logistical issues with our courier partners (Wednesdays for some Ontario major locations).
IMPORTANT NOTICE: The shipping prices on our website are not dynamic, in that we need to use different courier companies for different parts of Canada. Given this, we have estimated shipping rates for most locations in Canada, however there are instances where real shipping rates to your location will be more expensive than what was originally estimated at the time you placed your order. In these instances we will contact you with the additional shipping amount required, and if you are unwilling to pay the additional shipping amount we are happy to refund your original order amount. Shipping perishable food (frozen pet meals) is VERY difficult across Canada, and there are no courier companies currently who support perishable food shipping direct to consumer addresses. We use special thermal boxes to maintain our frozen meals below 4C temperature for up to 3 days, but this time fluctuates based on outside temperature (less in hot summer). We only ship on Mondays and Tuesdays to minimize any logistical issues with our courier partners. We don’t want your order delayed and spoiling in a courier warehouse somewhere over a weekend! We don’t ship to all locations in Canada, if there is no 2-day priority service for that location, even if you were charged an estimated shipping amount on your order. Tom&Sawyer reserves the right to cancel any order at any time based on ability to ship products to a customer location.
If a shipping rate is not displayed during your check out process, that means we need to contact you directly as you may be in a location with special shipping costs or we may not be able to ship to your location. In these cases we will contact you within 24 hours with a shipping quote or to explain a shipping complication to your address. If you are unwilling to pay the shipping cost we quote, or we determine that we cannot ship to your location, we will immediately cancel your order and refund your credit card. Given the complexities of shipping perishable food, we need to address some locations in this way. 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 insure perishable food with any courier partner.
Thermal Boxes: We courier frozen pet meal orders in special thermal boxes. The product remains frozen/cold primarily due to the thermal density of the pet meals in the box. The minimum order for shipping is 12lbs of food (each dog meal is 1 pound, each cat meal is 0.5 pound). However, the boxes can accommodate up to 27 regular dog meals, with no other products included in the order. Also, some speciality meals like B’ausages and Good Morning Muffins take up more space, so that reduces to total number of meal packages that can fit in one box. To complicate matters further, if you order over 22 regular meal packages, they need to be split into multiple boxes, and each still must have a minimum of 12lbs in each to keep frozen/cold. When logistics issues arise, we will contact you usually within 24 hours to discuss amending the order to accommodate the logistical realities of shipping your products to you. We appreciate your understanding. Treats and broths can be added to these orders, but again contribute to filling the box and changing the capacity.
Treats Orders: We can ship our shelf-stable treats to any location as long as no frozen meals or broths are included in the order, or treats are added to a frozen pet meal order that meets the minimum 12lbs threshold.
US and Global Shipping (RESTRICTED TO CURRENT CUSTOMERS ONLY)
We have customers globally who want our Tom&Sawyer products, no matter the cost of getting it to them! If you are one of these current customers who need to get your Tom&Sawyer over the border, you will notice that no shipping rate will be displayed when placing your order (for a minimum of 1 full box of pet meals for frozen product-which is about 20 packages-or for any order size of just shelf stable treats) and we will get back to you within 24 hours with a shipping quote. If you are unwilling to pay the shipping cost we quote, we will immediately cancel your order and refund your credit card. Given the complexities of shipping perishable food, we need to address all US and Global orders in this way. By accepting the shipping quote to a non-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, which includes clearing Customs, and we are unable to insure perishable food with any courier partner.
Please note that for US orders, Tom&Sawyer is an FDA-approved Registered Food Facility and uses the FDA Prior Notice system to expedite the Customs clearance of our pre-approved pet meal products. Even with this, Customs inspections at the Canada/US border are unpredictable with some orders passing through quickly, and others getting held for days and the pet meals spoiling. Tom&Sawyer loses ownership and control of these shipments once in the hands of our courier partners, and information from Customs is limited when held for inspection. Because of this, all shipments are FOB-Shipping Point.
* for the GTA, please take advantage of our Penguin Pick Up service!