Shipping policy

Ordering, Shipping and Delivery Policy

1. Order Minimums and Product Types
  • Minimum order for Dog & Cat Recipes: twelve pounds (12 lb) per order.
  • Minimum order for Milk, Bones, & Broth: quantity of four (4) units per order.
  • These minimums are set to fit our shipping box sizes so that products remain frozen, reduce spoilage and maintain cost effectiveness.
  • No sample orders are available.
  • You may mix and match proteins within a product category.
2. Shipping Methods, Zones and Surcharges
  • Orders are shipped by UPS. Typical transit time to the Eastern United States is two to three days; this is an estimate only and not a guarantee.
  • A West Coast shipping surcharge of $10 per 24 pounds of product applies to orders shipping to the following states: AZ, CA, ID, MT, NE, NV, NM, ND, OR, SD, UT, WA, WY. This surcharge is non-refundable.
  • Orders are shipped Monday through Wednesday, and some orders may ship on Thursday when the delivery window allows arrival before the weekend.
  • We do not ship on Friday or weekends. Some shipping zones do not offer Saturday delivery, which may require us to hold orders until the following Monday.
  • Expedited shipping may be available for an additional fee. For availability and pricing to your location, contact us directly before placing your order.
  • Orders are packed and shipped on a first-come, first-served basis.
    • Orders placed early in the week may ship up to two business days after the order is received.
    • Orders placed later in the week may be held until the following Monday to avoid products sitting in carrier depots over the weekend.
  • All orders shipping to the West Coast zone are shipped on Monday only so that we can maintain product quality and keep items frozen in transit.
3. Packaging, Dry Ice and Product Temperature
  • All orders are packed with dry ice. Dry ice may evaporate (sublimate) before your order is delivered; this is expected.
  • Some minor surface thawing or partial defrosting may occur. If pouches are still cold to the touch, it is safe to refreeze them, and this does not reduce product quality.
  • We design our packaging and pack times so that orders can withstand additional days in transit under typical conditions. A delayed delivery on its own does not entitle the customer to a refund, credit or replacement.
4. Refused or Undeliverable Shipments
  • Do not refuse delivery for any reason.
  • Refused, undeliverable, or returned-to-sender shipments are not eligible for any refund, replacement or store credit.
  • You are responsible for providing a complete and accurate shipping address, for ensuring safe access for the carrier, and for promptly retrieving the package once the carrier marks it as delivered.
  • AllProvide is not responsible for loss, spoilage, or damage that occurs after delivery is confirmed by the carrier.
Refund and Return Policy
Because our products are frozen, perishable foods that cannot be resold or restocked, all refunds, credits and replacements are limited and are granted only at our sole discretion.

5. Return Window and Claim Requirements
  • You have fourteen (14) calendar days from the carrier’s recorded delivery date to notify us of any issue with your order.
  • Claims submitted after this fourteen-day period are not eligible for consideration.
To start a claim, contact us at management@allprovide.com or call 678-585-1606. We will review your request and determine an appropriate outcome at our sole discretion. Possible resolutions may include:
  • product replacement;
  • full or partial refund;
  • store credit; or
  • a determination that no remedy is warranted.
6. Refund Authorization
  • Because our products are perishable, physical returns are rarely required.
  • If we require a refund, we will provide written authorization, a return shipping label and instructions.
  • Any product sent back without prior written authorization and a valid return label will not be accepted, refunded or returned to you.
7. Damages, Quality Concerns and Incorrect Items

You must inspect your order upon delivery and contact us promptly about any issue.
Timing and documentation
  • Report shipping damage, leaking packages, temperature concerns or incorrect items within 48 hours of the carrier’s delivery timestamp.
  • Do not discard any product or packaging before we have had a reasonable opportunity to review the issue.
  • You must provide clear photographs, which may include:
    • the shipping label and outer carton;
    • the interior packaging and insulation, including dry ice, if present;
    • product labels, seals and lot codes;
    • the specific concern, such as a torn seal, severe damage, or clearly spoiled product.
  • Email all photos and a description of the issue to management@allprovide.com.
Leaking or pinhole packages
  • Small pinhole leaks can occur during the vacuum-sealing process because of fresh bone and sharp edges. Some moisture inside the master bag or minor leaking is considered normal and does not automatically indicate spoilage or a compromised seal.
  • Always defrost products in a bowl, tray or container to catch any leakage.
  • A broken or clearly compromised seal is different from a pinhole. If you believe the seal is compromised, you must provide photos of the seal so that we can determine whether the issue was preventable or within normal manufacturing tolerance.
Temperature and condition
  • When reporting a temperature or spoilage concern, include photos that show the condition of the product upon opening, including any remaining ice crystals or partially frozen product.
  • Products that have thawed but are still cold to the touch may often be safely refrozen or fed. We will evaluate each situation using your documentation and our shipping and temperature data.
Incorrect items
  • If you receive an incorrect product, you must notify us within 48 hours and provide photos of the items and labels received.
  • After review, we will decide whether to issue store credit, send the correct product or provide another remedy.
  • We do not process traditional “exchanges” for online orders; any correction is handled as a separate replacement or credit transaction.
8. Order Changes and Cancellations
Because we prepare frozen, perishable orders ahead of shipment, our ability to change or cancel an order is limited.
  • You may request an order change or cancellation within two (2) business days of placing your order, provided the order has not yet entered the packing or labelling process.
  • All change or cancellation requests must be submitted by email to management@allprovide.com or by phone at 678-585-1606, and must include your order number.
  • Once an order has been packed, labelled, handed to the carrier, or more than two (2) business days have passed since the order was placed (whichever happens first), the order is considered final and cannot be cancelled, modified, re-routed or refunded except as specifically allowed under this Refund and Return Policy.
  • Attempts to cancel by refusing delivery, requesting “return to sender,” or failing to retrieve a delivered package are not valid cancellations and are not eligible for refunds, replacements or credits.
9. Exceptions and Non-returnable Items
  • Gift cards are final sale and are not returnable or refundable.
  • We do not accept returns or issue refunds for:
    • products that have been improperly stored after delivery;
    • products that have been fully consumed;
    • products discarded before we have had an opportunity to review adequate photos and information;
    • orders delayed because of inaccurate addresses, restricted access, or customer unavailability;
    • dissatisfaction with normal variations in packaging, minor pinhole leaks, or minor thawing when products are still cold and safe to refreeze.
10. Refunds and Store Credits
  • After you submit a claim, we may take up to fourteen (14) days to investigate and review your request.
  • We will notify you in writing if your claim has been approved or denied and will specify any remedy offered.
  • If a refund is approved, we will decide whether to issue:
    • a refund to your original form of payment; or
    • a store credit to your AllProvide account.
  • Approved refunds to the original payment method are typically processed within ten (10) business days after our approval. Your bank or card issuer may require additional time to post the refund.
  • Shipping charges and any West Coast shipping surcharges are generally non-refundable, except where we determine that the issue was solely our error.
If more than fifteen (15) business days have passed since we confirmed your refund and you have not received it, contact us at management@allprovide.com.
10. Fraud Prevention and Abuse
AllProvide reserves the right to:
  • request additional information or documentation before making a decision;
  • deny any claim that appears fraudulent, abusive, inconsistent with our shipping and temperature records, or unsupported by adequate evidence;
  • restrict or refuse future sales to customers who repeatedly submit unsubstantiated or inconsistent claims.
By placing an order with AllProvide, you acknowledge that you have read, understand and agree to this Ordering, Shipping, Refund and Return Policy.

Returns Policy

https://allprovide.myshopify.com/policies/refund-policy