STORE POLICIES

CUSTOMER CARE

We take extraordinary strides to make sure you and your pet are completely satisfied with our service and products. If something is wrong, please take a minute and let us know, we will do everything we can to make sure your experience with us is the best it can be.

If you have questions or need help, please email us and we will help you with any questions you may have.

HeavenSentHealthyPet@gmail.com

STOCK

Our stock is replenished every 30 days around the 18th each month. If you order around the 13th-18th of the month and we are out of items in your order, we will hold shipping until the following Monday when stock is replenished.

SHIPPING & RETURNS

Perishable Meat Orders Ship each Monday and Tuesday

Shipping

Do you ship to my city? If so, how long?

We ship all our products to the entire Continental U.S. within 1-3 days, sometimes 4. Please check our estimated shipping map below to determine how long shipping may take.

Keep in mind, the more rural your address is, the longer your estimated shipping can take.

When will my order ship out to me?

All Meat orders placed on Tuesday, Wednesday, Thursday, and up to 1:00 pm EST on Friday will ship out the following Monday or Tuesday. ORDERS ONLY SHIP OUT ON MONDAY or TUESDAY.

How is my package shipped?

We use insulated box liners and Styrofoam Insulation along with cold packs.
Keep in mind, your box weight will arrive heavier than initial order weight, due to cooling items added.
All items leave frozen at -20. According on transit times, your order may arrive partially thawed. This is perfectly okay.

What if my order arrives thawed?

We strive to provide products at the highest quality. When our products leave, they are completely frozen and packed tight with necessary cooling items for transit time. There is a good chance that some of the meat will arrive partially thawed. Don't worry, this is OK. As long as the temperature of the product stays cool it is perfectly fine. It is safe to freeze, thaw, and refreeze raw pet food items.
Keep in mind, the products leave our facility completely frozen. They will stay this way for 2 days then slowly go from frozen to refrigerator temperature in the 3rd and 4th day. This is completely normal.
When you finish your purchase, you agree to not hold Heaven Sent Healthy Pet responsible if your products don't arrive completely frozen. We do not guarantee your product will arrive completely frozen to your location.

Refund Policy/Cancellations

Do you offer refunds?

We strive for customer satisfaction and will do what we can to provide the highest quality product at the best price possible. However, being raw pet food is a perishable product, we cannot allow any refunds or exchanges once an item is shipped.

WE RECYCLE

You will receive your perishable products in Cold Keepers with frozen gel packs. We would like to re-cycle and re-use these items. Recycling these items saves on extra shipping when we have to replenish with new items, helps us keep costs down and helps the environment. After 3 or 4 orders, Save one of your boxes and request a return label from us. We will email you a return label so you can ship the Cold Keepers and gel packs back to us at no charge to you. We will also send you a coupon code for a discount off your next order.
Thank you so much
Vicky Glisson