Shipping policy

Return Policy

Due to the frozen nature of the product, all sales of pet meals and treats 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. 

For meals purchased at one of our retail partners, all returns and credits must be handled by the retailer where the meals were purchased, as per the details of their store policy.

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. 

We deliver across Canada!

Please place your order by end-of-day on Friday for delivery the following week. We only deliver on Tuesdays for Zone 1, 2 & 3.

Zone General Boundaries Days We Deliver Rate
1 & 2 Greater Toronto Area & Select
Southern Ontario Regions
Tuesdays Free
3 Rest of Canada Tuesdays Calculated by Purolator per thermal box (28 packages per box) 

ZONE 1 & 2: Shipping is free of charge

ZONE 3: Shipping rates are calculated per thermal box:

  • 1 BOX: 14 to 28 DOG/CAT MEALS
  • 2 BOXES: 29 to 56 DOG/CAT MEALS
  • 3 BOXES: 57 to 84 DOG/CAT MEALS
  • 4 OR MORE BOXES: 85 + DOG/CAT MEALS

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.

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.  For certain areas in Canada, we have partnered with Penguin Pick Up so that your orders can be accepted and placed into freezers for convenient pick up or last mile delivery (where offered). Please visit Penguin Pick Up to see if you live in an area that can provide this value-add service we offer. 

*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