Shipping policy

-Local Delivery with Roadie:

What or who is Roadie:
DFW Raw provides local delivery through Roadie Inc. Roadie is an American crowdsourced delivery platform owned by UPS Company since 2021. Roadie allows small business like DFW Raw to offer local delivery with all the reliability and excellence you've come to expect from “Big Brown”. Roadie delivery drivers are not employees of DFW Raw.

Requirements for free delivery:
DFW Raw offers free local delivery for all qualifying orders. To qualify for free delivery all the following criteria must be met:
-Within a 100 miles range of a single DFW Raw location that can completely fulfill the order.
-Pre sales tax order value meets or exceeds the threshold set for the delivery range. Shopify determines the distance based on the delivery information provided.

Local delivery fees:
If you do not qualify for free local delivery, we offer local delivery for set rates for each delivery range. Shopify determines the distance based on the delivery information provided.

-Delivery or Shipment Concerns:
Package has been delivered but has gone missing:
DFW Raw is not responsible or liable for any damage or packages gone missing. All our shipments are automatically released to the recipient for delivery. If you are not home during the delivery, the courier knows to leave it at a designated location without a signature being required. If your package is delivered, and your package goes missing in between the time it is delivered and you get home, DFW Raw is not responsible for your package. Once your package has been delivered DFW Raw is no longer responsible or liable for any damage or shipments gone missing.

If you receive a damaged package:
If you have received a package that was damaged during transit, please follow the following steps:
• Contact DFW Raw within 24 hours at dfwk9kravings@gmail.com and
• Take clear and focused pictures from multiple angles of the packaging and damage before doing anything else with the shipment. These Photos are REQUIRED to be emailed to DFW Raw. DFW Raw will not be liable or responsible if there are no accompanying photos of the box, packaging, and damage being reported.
• Once DFW Raw receives your email with supporting photos, DFW Raw will contact the courier and advise customer of next steps.

Frozen items arrive thawed out:
When purchasing frozen products from DFW Raw, you are releasing DFW Raw from any guarantee that the product will be fully frozen upon delivery. DFW Raw cannot control the delivery couriers, and we do our best to ensure we pack all frozen products with enough coolant, if required, for transit time. If your order is received thawed, or partially thawed, you can refreeze the product, as there is nothing wrong with refreezing and thawing pet food. Raw ground meats are considered safe if they are maintained at temperatures at or below 40° in transit. DFW Raw recommends getting your frozen shipment into a freezer upon receipt.

-Delivery or Shipment Schedules:

Local delivery schedule:
During the checkout process DFW Raw will ask customers to select a date and time window which best fits their schedule. DFW Raw will schedule the shipment to arrive during the chosen time window and date selected by the customer during checkout. DFW Raw recommends getting your frozen shipment into a freezer upon receipt.

Frozen ground or air shipments:
DFW Raw typically ships frozen orders at the beginning of each week. Monday-Wednesday. DFW Raw cannot control the shipping carriers, and we do our best to ensure we pack all frozen products in an insulated cooler with enough coolant for the carriers quoted transit time. DFW Raw delivers to Texas and surrounding states only. We do not ship internationally or to Canada due to Border restrictions and transit times. At this time, we do NOT ship to FPO’s, APO’s, P.O. packages, Hawaii, Alaska, or Puerto Rico. Shipping rates and timing varies by the carriers used. DFW Raw offers both ground and air service options through UPS.

-DFW Raw Return Policy:
Due to the perishable nature of many of our products, DFW Raw does not offer any refunds or exchanges once an item is purchased. You must purchase at your own risk. If you have an item you cannot feed for some reason, please feel free to email us at dfwk9kravings@gmail.com for any tips on how to feed it or for some possible other uses for that product.