Effective Date: February 20, 2026
 

At Heaven Sent Healthy Pet, LLC, we take great pride in providing high-quality raw foods, holistic remedies, and supplements for your pets. Because many of our products are highly perishable, we have established strict shipping guidelines to ensure you understand the process and the inherent risks of shipping frozen goods.
 

Please read this policy carefully before placing an order.

 

1. Shipping Frozen and Perishable Goods

Shipping perishable goods is strictly at your own risk. Shipping raw, frozen meat requires careful timing and handling. Once a package leaves our store in Wilmington, NC, we no longer have control over its transit, temperature, or delivery schedule.

• Insulated Packaging: We proactively pack our boxes to withstand 3-5 days of transit. Every frozen order is carefully insulated using Styrofoam, foil liners, and ice blankets to maintain temperature as long as possible.

• Recommended Transit Time: For the safety and maximum freshness of your pet's raw food, we highly recommend selecting 2 day shipping at checkout.

• Perishable product volume: For the safety and maximum freshness of your pet's raw food, we highly recommend purchasing 10/lb minimum.
   

2. Carrier Delays, Damages, and Liability

We are not responsible for any problems that may occur once the package is in the possession of the carrier (such as FedEx or UPS).

• If your package is delayed in transit, arrives late, or is damaged along the way, we cannot refund or replace the order. We will work with you on a replacement; shipping of replacement is at your cost.

• Please be aware that no shipping carrier will issue refunds or replace damaged "frozen foods," even if the shipment delay or damage is entirely the carrier's fault.

• By choosing to have perishable items shipped, you acknowledge and assume full financial responsibility for this risk.
   

3. Shipping Rates and Discounts

To ensure we can continue utilizing premium, heavy-duty insulated packaging for your raw food orders, shipping rates are calculated dynamically at checkout based on the actual weight of your order, the dimensions of the insulated boxes, and the destination address.

• We routinely audit our shipping structures to accurately reflect real-time carrier costs and strictly minimize shipping cost gaps.

• Because of the high baseline costs of shipping heavy, frozen goods safely, promotional shipping discounts or flat-rate offers generally do not apply to raw food orders.
   

4. Order Processing and Fulfillment 

• To prevent frozen packages from sitting in a carrier facility over the weekend, we only ship perishable orders on Monday. Orders placed Wednesday afternoon through Sunday will be shipped the following Monday.

 

5. Tracking Your Order

Once your order has been packed and a shipping label has been created, you will receive an email confirmation containing your tracking number. We strongly encourage you to monitor your tracking number closely and make arrangements to bring your package indoors immediately upon delivery.
 

6. Thawing During Transit

Because raw meat is shipped with ice blankets and insulation, it is normal for the surface of some products to soften during transit, especially during warmer months. If your frozen items arrive slightly thawed, do not panic. As long as the products are still cold to the touch (refrigerator temperature), they are perfectly safe to feed to your pet. Simply place the items into your freezer immediately upon unpacking, and they will safely refreeze without any loss of quality or nutrition.
 

Contact Us

If you have questions about our shipping capabilities or need help selecting the best shipping speed for your location, please contact us at:

Heaven Sent Healthy Pet, LLC

Wilmington, NC

HeavenSentHealthyPet@gmail.com

910-769-0051

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