Shipping & Returns
SHIPPING POLICY
Last updated: September 5, 2024
Local Raw Pet Food LLC ("Local Raw", "we", "us", or "our") is committed to providing you with the freshest raw pet food products. Due to the perishable nature of our products, we have specific shipping policies to ensure your order arrives in optimal condition.
SHIPPING METHODS
We offer the following shipping options:
1. LOCAL DELIVERY: Available for customers within [X] miles of our facilities in Las Vegas, NV and Honolulu, HI.
2. PICKUP: Available at our designated pickup locations in Las Vegas and Honolulu.
3. NATIONWIDE SHIPPING: Available to all 50 states via overnight or 2-day shipping.
SHIPPING SCHEDULE
To maintain product freshness, we ship frozen products on specific days:
- LOCAL DELIVERY: Monday through Friday
- PICKUP: 7 days a week (check location hours)
- NATIONWIDE SHIPPING: Orders ship on Mondays and Tuesdays only
Orders placed after 12 PM local time will be processed the next business day.
PACKAGING
All frozen products are carefully packaged in insulated boxes with dry ice or gel packs to ensure they remain frozen during transit. Our packaging is designed to keep products frozen for up to 48 hours under normal shipping conditions.
SHIPPING RATES
Shipping rates are calculated based on the delivery address, package weight, and chosen shipping method. Exact shipping costs will be provided at checkout.
ORDER TRACKING
Once your order ships, you will receive a confirmation email with tracking information. You can track your package using the provided tracking number on our website or the carrier's website.
DELIVERY GUIDELINES
1. Someone must be present to receive and immediately refrigerate or freeze the delivery.
2. If no one is available to accept the delivery, the package may be left in a safe, shaded area. Local Raw is not responsible for orders left unattended.
3. Inspect your package upon arrival. In the rare event that your products arrive thawed or damaged, please contact us immediately at contact@localraw.com.
SHIPPING RESTRICTIONS
Due to the perishable nature of our products, we cannot ship to P.O. boxes or APO/FPO addresses.
INTERNATIONAL SHIPPING
At this time, we do not offer international shipping.
SHIPPING DELAYS
While we strive to deliver your order as quickly as possible, occasionally factors beyond our control (e.g., weather, carrier delays) may impact delivery times. We are not responsible for delays caused by carriers or weather conditions.
HOLIDAY SHIPPING
Our shipping schedule may be altered during major holidays. Please check our website or contact us for the most up-to-date information on holiday shipping schedules.
CUSTOMER RESPONSIBILITY
It is the customer's responsibility to:
1. Provide accurate shipping information.
2. Be available to receive the package or make alternative arrangements.
3. Properly store the product upon receipt.
By placing an order with Local Raw, you acknowledge that you have read, understood, and agree to this Shipping Policy.
For any questions or concerns regarding our Shipping Policy, please contact us at contact@localraw.com.
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RETURNS POLICY
Last updated: September 5, 2024
Local Raw Pet Food LLC ("Local Raw", "we", "us", or "our") values your satisfaction with our products. However, due to the perishable nature of raw pet food, we have specific policies regarding returns and refunds.
GENERAL POLICY
Due to the perishable nature of our products, all raw dog food and treat products are sold "as is". You assume responsibility for your purchase upon receipt.
RETURNS AND REFUNDS
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We cannot accept returns of raw food products once they have left our premises, as we cannot guarantee that the food has been stored properly to maintain its safety and quality.
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In the event of a quality issue or if you receive damaged goods, please contact us within 24 hours of receiving your order. We will review each case individually and may offer a replacement or store credit at our discretion.
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Non-perishable items (e.g., accessories, supplements) in unopened, original condition may be returned within 30 days of purchase for a full refund or exchange. A valid receipt is required.
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Opened non-perishable items may be eligible for exchange or store credit within 30 days of purchase, subject to our discretion. A 10% restocking fee may apply.
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Sale items, clearance items, and gift cards are not eligible for return or refund.
EXCEPTIONS
We understand that transitioning to a raw diet can be challenging. If your pet doesn't like a food product you bought from us, please contact our customer service team within 7 days of purchase. We may offer a one-time courtesy exchange for a different product to help you find a suitable option for your pet. This is subject to our discretion and requires the return of the unused portion of the product.
HOW TO REQUEST A RETURN OR REFUND
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Contact our customer service team at contact@localraw.com within the specified timeframe.
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Provide your order number, the reason for your return or refund request, and any relevant photos if there's a quality issue.
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Our team will review your request and provide further instructions if your return is approved.
REFUND PROCESS
If a refund is approved:
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For credit/debit card purchases, refunds will be processed to the original payment method within 5-10 business days.
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For cash purchases, refunds will be issued as store credit.
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Shipping costs are non-refundable unless the return is due to our error.
EXCHANGES
If an exchange is approved, we will provide instructions for returning the original item and selecting a replacement. You may be responsible for return shipping costs unless the exchange is due to our error.
QUALITY GUARANTEE
At Local Raw, we stand behind the quality of our products. If you have any concerns about the quality of our food, please contact us immediately. We are committed to ensuring the health and safety of your pets.
CHANGES TO THIS POLICY
We reserve the right to update or modify this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.By making a purchase from Local Raw, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.If you have any questions about our Return and Refund Policy, please contact us at contact@localraw.com.