Non-Frozen Products:

Non-frozen products are shipped within 48 hours of receipt of your order. via UPS Ground. Your shipping cost will be calculated at the end of your order.

Non-frozen items are shipped separately to save on shipping charges and to protect the items from the dry ice used in shipping frozen items.

Delivery Instructions - Please ship to an address where someone will be available to accept the order. If this is not possible, please leave a note for the UPS delivery person on the scheduled day of delivery with instructions on where to leave the order.

Frozen Products:

There is a $15 shipping surcharge on all frozen raw food and bones orders. Frozen food orders are shipped separately and in increments of 10, 20, 40 or 60 pounds. Please read the following carefully:

• Special Packaging - All raw food and bones are shipped frozen in special styrofoam-lined boxes with dry ice. The shipping surcharge is to cover the cost of the dry ice, special packaging, and related costs for them.
• Tuesday Shipping - Frozen products are shipped on Tuesdays only. Please be sure to place your order by 5pm CST the previous Friday.
• UPS 2^nd Day Service – All Frozen shipments are shipped UPS 2^nd day air to ensure that your frozen food arrives frozen. The actual shipping charges will be calculated at the end of your order.
• Guarantee – We guarantee that your frozen food order will arrive completely frozen, not partially frozen or soft around the edges.
• Shipping Increments – We ship in containers that hold 10, 20, 40 or 60 pounds. You can order less than those amounts; however, we recommend that you try to get as close to that as possible. The shipping charge is the same for example, whether you order 20 pounds or 11 pounds, because anything between 11 and 20 pounds needs to ship in a 20 pound box.

Delivery Instructions – Due to their perishable nature and our guarantee, frozen shipments will require a signature. Please ship to an address where someone will be available to accept the order. If this is not possible, you can chose to leave a note for the UPS delivery person on the scheduled day of delivery with instructions on where to leave it (that is not in the hot sun). We can only guarantee the food will stay frozen for 3 days from shipment, so if it is not able to be delivered or it sits for an extended period in the sun, there is a possibility that the food will begin to thaw. We cannot accept returns or offer refunds for frozen orders that are unable to be delivered or that sit outside for extended periods after delivery.

Returns and Exchanges

If your order arrived damaged, is defective or we sent the wrong thing, contact us and we'll make it right!

We do not have a time limit on returns. If you purchased the item from us, we still offer it in our online store and it is in brand new condition, you can return it (see below for the details on specific products). You will need a Return Authorization number for any return, so please contact us before shipping it to us. We do not refund outgoing shipping. You will need to pay for return shipping also.

Include your order number, name and address (a copy of the invoice works nicely) so we can reference your order. We'll email you when the return has been received and processed. We recommend that you insure your return so if it is damaged during the trip back, you aren't liable.

• Books, Videos and CDs: Books in their original new condition can be returned. If the spine is broken or the book is otherwise damaged, we will not refund your purchase but will instead donate it. Videos, DVDs and CDs cannot be returned for any reason. If the video, DVD or CD isn't in good working order we'll exchange it for the same title.

• Raw Food and Bones: These items are not returnable due to their perishable nature. Please see our Guarantee above.

• Edibles: Edibles that come in their own package and have been opened are not returnable. We carry only treats and food that are tested and approved by the MyFreshPet canine and feline staff. Please order one package at first to see if your dog or cat likes it. If they don't like it, pass it on to a favorite canine/feline friend.

• Exchanges: Ordered the wrong item? Simply place an order online for the correct item(s) and contact us to return the items that you don't want in their original condition. We'll credit your card for the returned items.

• Don't Like It or It Isn't What You Expected: If you're not satisfied with your purchase, return it in new condition (with its original packaging, bags, etc.). We'll refund your original purchase price. If you're exchanging, please see how to exchange in Exchanges above. We cannot issue a credit if the item has been used and/or damaged after you received it. We recommend you insure your package. If items are damaged on their return trip to us, we cannot issue a refund.

The bottom line is this: If you have an item you've decided won't work for your needs, feel free to return it and we'll credit you back for the item (except for the specific items mentioned above). If the item is used or shows wear or damage upon return, we will not be able to give credit for it. Instead we will donate it to a rescue organization on your behalf. You will not receive credit for these returns, but you will have the satisfaction of knowing you are helping animals that are less fortunate.