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
Frozen Pet Meal Orders: For orders larger than 12lbs of pet meals (12 dog meals, 24 cats meals, or any combination), we ship priority courier right to your front door across Canada. Shipping is free in Ontario, 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, and can accommodate between 12-22 regular dog meal packages per box. 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. 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 22 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
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 customers, you will notice that no shipping rate will be displayed when placing your order (for a minimum of 12lbs pet meals for frozen products, or 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.