Shipping & Returns
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Tom&Sawyer Shipping Policy:
TEMPERATURE CONTROL: We courier frozen pet meal orders in special recyclable thermal boxes to maintain temperatures below 4C/39F for up to 3 days in normal conditions. The product remains frozen/cold with dry ice (this is food safe) and the thermal density of the pet meals themselves. Some defrosting is normal and it is safe to refreeze packages that feel the same temperature as food inside your fridge (or place in fridge and use these packages first).
Meals that arrive cold to the touch and similar in temperature to refrigerated food are considered safe and do not qualify for replacement or credit. Minor defrosting, condensation, or cosmetic box damage during transit is normal and expected.
See below for more information on delivery concern reporting.
FREE SHIPPING & SURCHARGES FOR SERVICED LOCATIONS in CANADA & USA*:
All shipping options are presented to you at checkout to select the best option for you (same day shipping for a premium is offered in many areas if order is placed early morning). Expected transit days and delivery date is also presented. We do our best to triage any orders that are delayed in transit.
Free Shipping Offer: We offer free ground shipping to locations that are standard service areas for our various courier partners. This complimentary shipping covers a large area of our delivery zones.
Special Handling Surcharge: Locations further from our fulfillment centres may not have a standard service option available and could be 2 to 3 days transit time / require a portion of the voyage as air travel. These packages require additional fees beyond ground shipping for transit method and extra dry ice to ensure safe arrival of your pets food. Only the special handling surcharge above the complimentary shipping portion will be presented at checkout (i.e. you will always receive the value as a credit to your shipping fees that our complimentary standard ground shipping policy covers).
Residential Addresses Only: Due to the temperature-sensitive nature of our frozen meals, we are unable to ship to PO Boxes, package lockers, or other non-residential addresses. We recommend entering a residential address where the package can be received promptly upon arrival. While we provide an expected delivery date at checkout, we cannot guarantee an exact delivery time within that date, as final delivery windows are determined by our courier partners. It is the customer's responsibility to ensure their shipping address is accurate, deliverable, and able to receive a time-sensitive frozen shipment.
For more information about shipping and our frozen meals in transit, please see our FAQ page or refer to your Welcome Guide included in your first order box.
*USA delivery service area information will be updated on our blog page.
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 and our Terms of Sale. Should the order be within a processing window that could allow adjustments, our team will advise and a administration fee is applicable.
Orders shipped to an incorrect address that was entered by the customer at checkout (which is shown in the order confirmation email received) are not eligible for refund.
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 responsibility 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.
SATISFACTION GUARANTEE
At Tom&Sawyer, the satisfaction of our customers trying our food for the first time is so important to us that we guarantee it. When you order your first box of fresh meals from Tom&Sawyer, if your pet doesn't take to it, we'll make it right — either store credit toward new recipes, or a refund, depending on how much of the order worked out.
Guarantee Limitations/Restrictions:
- This Guarantee applies only to first-time customers of Tom&Sawyer on their first order.
- The order must be consistent with Tom&Sawyer's recommended recipe selection; orders modified by customer before checkout are not eligible.
- This Guarantee applies only to the first order and cannot be used for subsequent orders.
- Refunds and store credits are limited to one Guarantee redemption per household.
- Tom&Sawyer reserves the right to deny requests suspected to be fraudulent or abusive, at our discretion.
- The Guarantee does not apply to:
- Products damaged due to improper storage or handling, or damaged/spoiled in transit (see our Quality Concerns section below for those cases).
- Retail purchases.
- Subscription renewals beyond the first order.
How to Request Resolution:
- Customers must submit a request within 14 days of receiving their order.
- To initiate a request, customers must contact our Customer Support Team at info@tomandsawyer.com
- Requests must include:
- Order number
- Reason for dissatisfaction
- Which recipe(s) were affected
Changes to Policy:
Tom&Sawyer reserves the right to modify or discontinue this Satisfaction Guarantee at any time. Any changes will be posted on our website and will apply to future purchases.
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.
Last updated September 29, 2026.