Refund policy

Return / Credit Policy & Procedures

Due to the frozen nature of the product and delivery method, we do not accept returns of product. Orders confirmed by us as received are considered final and sent to our fulfillment centre for processing as per our Terms of Service. Should the order be within a processing window that could allow adjustments, our team will advise and a administration fee is applicable. 

Satisfaction Guarantee: We offer your pets a satisfaction guarantee on your first order (to a limit per recipe ordered, at our discretion). 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. Our specially priced trial boxes are final sale and not eligible for the satisfaction guarantee at this time.

Credits Only – As standard policy, we want your pet to enjoy our meals and so it is our mission to deliver on this promise of superior nutrition.  As such, Tom&Sawyer does not issue monetary refunds. In eligible cases, we provide store credit applied to a future order. Credits are non-transferable, have no cash value, and cannot be redeemed for cash or refunded to a payment method.

Cancellations
Orders are confirmed once payment is successfully processed. Orders that have entered processing cannot be cancelled.

If a cancellation request is received and we advise if an adjustment is possible, an administration fee of up to $15 may apply to cover non-recoverable processing and handling costs.

Once an order has entered processing, it is considered final and cannot be cancelled or refunded except as required by applicable law.

Quality concerns: We want to ensure that the incredible quality and nutrition makes it to your pet exactly as we intended. We will carefully review all eligible concerns to ensure we meet our promise to you and your pet.

Direct Delivery Customers: For tomandsawyer.com online customers, should your delivery order arrive in questionable condition or a package or product appear to have an issue, please take photographs, including the Best By label and send them to info@tomandsawyer.com and include your order number for faster service.

All shipping condition concerns must be reported within the same day as delivery accompanied by photographs. Claims submitted outside this window may not be eligible for credit.

Responsibility of shipping address accuracy on order placement and secure delivery address location (we do not require signature) is the responsibility of the customer. Once shipment has been successfully delivered, we cannot assume responsibilty if an order is stolen, misplaced or contents are damaged.
Any credits issued will be limited to the value of the affected items only and will not exceed the original purchase price.

Authorized Retail Store Purchases: For customers purchasing our products at our Authorized Third Party Retailers, please visit your location of purchase for further assistance with your product concern as they have procedures to assist with your specific need and will contact us, if necessary. We trust our Authorized Partners to provide a proper resolution to your issue but any unresolved issues can be raised to us at info@tomandsawyer.com. Please provide a photograph/PDF of your original store receipt and any photographs of your quality issue, including the Best By date located on the back.

In the case of receiving an incorrect/incomplete order, or further questions regarding our fresh prepared pet meals, please contact us at info@tomandsawyer.com or reach out on our live chat.