Shipping & Delivery Policy on our Gently Cooked Recipes
Please read the following regarding our policy:
- Our food ships frozen in our compostable, insulated boxes that have been tested to withstand 7 days in transport with our 18, 20, 32lb food shipments and 4 days in transport for our 4 & 5lb food shipments. We also add in cooler packs when necessary.
- Food packs do NOT need to be frozen when they arrive. If you have some food that has thawed or some that are cool, they are perfectly safe to serve to your dog.
- It is your responsibility to email customer service within 8 hours of delivery if the delivery has damaged perishables.
- We ship our food ONLY on Mondays, sometimes Tuesdays depending on your location. We try our best to make sure our food does not sit over the weekend in a UPS warehouse and arrives before the weekend. UPS does not deliver on Sundays.
- Subscription orders on our dog food always process on Thursdays and ship Mondays. This is to ensure your dog's food arrives in a timely manner.
- We cannot guarantee your dog's food will be shipped the same day it is ordered. We try our best to accommodate, but cannot always ship the same day you order.
- Please refrigerate immediately upon opening your delivery.
Shipping Rates
FREE SHIPPING on orders of $99 or more of treats and chews.
32, 20, 18 & 13LB Fresh Food Shipping:
Zone: 1 - FREE shipping- States: CT, MA, NH, VT, RI.
Zone: 2, 3 & 4 - Flat Rate $17 per box - States: DE, IN, KY, MD, NC, NJ, NY, OH, PA, SC, VA, WV, AL, AR, FL, GA, IA, IL, KS, MI, MN, MO, MS, OK, TN, WI
Zone: 5 - Flat Rate $39 per box - States: AZ, LA, ND, NE, NM, SD, CA, CO, ID, MT, NV, OR, TX, UT, WA, WY
4 & 5lb Fresh Food Shipping:
Select states may qualify for free shipping on our 4 or 5lbs of food. If you live out of the 2-3 business day ground shipping, customers pay $17 flat rate shipping fee per box and ships UPS 2 or 3 Day Expedited Shipping.
Customers who live outside of the 2-3 business day ground shipping include: WY, OR, WA, MT, ID, ND, NV, CA, AZ, UT, CO, NM, SD, NE, KS, OK, TX, MN, IA, MO, AR, WI, IL, TN, MS, LA, AL, GA, FL, MI.
Our food is made fresh and then frozen for transport to you.
*To ensure freshness and quality of our fresh food we only ship Monday's of each week to ensure your food arrives in a timely manner. All subscription orders will be processed Thursday's and shipped Monday's. Some exclusions may apply depending on your location. We CANNOT ship to P.O. BOXES! Our food always ships frozen.
The UPS® Service Guarantee is currently active for the below domestic services:
UPS Next Day Air®
UPS Next Day Air Saver®
UPS Next Day Air® Early
**We [ Goodness Gracious ] cannot gurantee shipping to be received at the estimated shipping date and cannot give refunds of shipping if it arrives at a later date then specified.
Read more here: https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee.page
Orders can be picked up Monday -Thursday from 9 to 3:30pm. Pick -Up's are not available on Friday's. Please call 781-990-1478 when you have arrived. We will be happy to bring your order out to you.
Please only arrive to pick up your order if you have received a email stating your order is ready for pick up.
Please note: No dogs in the building.
Thank you!
We currently offer shipping within the 50 US States.
To ensure freshness and quality of our fresh food we only ship Monday- Wednesday of each week to be sure your food arrives in a timely manner. Some exclusions may apply depending on your location. Our food always ships frozen.
Due to Covid-19, UPS or USPS may require more time for packages due to limited transportation availability.
Warranty
Thank you for shopping with us! We guarantee that all our products will arrive to you as described on our website and on our packaging.
Our treats ship from us with an expiration date stamped on the package that is at least 6-12 months from the date of your order. Your pet may want to eat them all immediately, but if you're inclined to treat moderation, then we recommend that you store the goodies in a cool dry place to maintain optimal shelf life.
Our gently cooked fresh food will maintain optimum freshness for 3-5 days under refrigeration and 6-12 months in the freezer.
Returns and Refund Policy
If our products do not meet the warranty as described above, then we will replace them at no cost to you. If we are unable to replace them in a timely manner due to out of stock issues then we will refund your purchase. Replacement or refund decisions are made in our discretion. Except as described above, no other refunds or exchanges are given and all sales shall be final. For subscriptions please see our policy.
Subscriptions
When you purchase a subscription you'll receive repeat deliveries. Subscriptions will be repeated weekly or monthly depending on your selection until you cancel your subscription.
Your payment details will be stored securely and you'll be charged for each of these deliveries.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
All subscriptions orders that have already been processed into our system and want to be cancelled can be refunded, but will be held responsible for all processing fees and will be deducted from your refund. You have 3 days before your subscription processes of emails reminders of your subscription coming up.
See our returns policy above for more details on returns and refunds.