Shipping & Refund Policy

• Frozen raw food orders have a $99 minimum. This keeps product frozen in transit — smaller boxes lose temperature too quickly to ship safely.
• Applicable sales tax is calculated and shown on your order summary before you submit.
• Shipping costs, if any, are shown at checkout before you confirm.

Frozen raw orders are submitted as an order request. We confirm availability with our supplier and confirm your delivery window before payment is collected. You will receive an order number immediately and a confirmation from our team once your order is accepted.

• Orders are packed frozen with insulation and coolant and shipped on an expedited transit schedule.
• We ship early in the week where possible so packages are not sitting over a weekend.
• You will receive tracking information when your order leaves.
• Delivery timing can be affected by weather, carrier delays, and holidays.

Frozen delivery only works if someone is there to receive it. Please:

• Give us a complete, accurate delivery address
• Watch for the delivery notification and bring the box in promptly
• Move product to a freezer as soon as it arrives
• Tell us in advance about gate codes, apartment access, or delivery restrictions

Product that sits outdoors after a successful delivery cannot be replaced, so please plan for the delivery day.

Contact us within 24 hours of delivery and keep the packaging. Photos of the box, the coolant, and the product help enormously. Report a problem through our problem report form or email us directly.

If product arrives thawed, damaged in transit, incorrect, or short, we will replace it or refund it. You will not be asked to ship perishable food back to us.

For the safety of every family we serve, we cannot accept returns of frozen or raw food once it has been delivered. This is a food-safety requirement, not a customer-service preference. Issues with a perishable order are resolved through replacement or refund instead.

Gifts, apparel, and other non-perishable items may be returned in unused, resalable condition within 30 days of delivery. Start a return through our Returns & Exchanges page. Return shipping is the customer's responsibility unless the item was incorrect or defective.

• You may cancel or change an order at no cost any time before it has been confirmed with our supplier and packed.
• Once a frozen order is packed or shipped, it cannot be cancelled.
• Subscriptions can be paused, rescheduled, or cancelled from your account before the next scheduled shipment date.

Approved refunds are returned to the original payment method. Most refunds post within 5–10 business days depending on your bank or card issuer. We will email you when a refund has been issued.

Contributions to the mission are non-refundable unless stated otherwise for a specific program. If a contribution was made in error, contact us and we will help.

If something about your order is not right, tell us. Our goal is a family that feels taken care of, not a policy technicality.