THE 15 POUND MINIMUM HELPS TO ENSURE THAT ALL THE PRODUCTS WILL STAY AS COLD AS POSSIBLE DURING TRANSIT.

ORDERS THAT OPT FOR SHIPPING CONTAINING FROZEN PRODUCTS WITH LESS THAN 15 POUNDS WILL BE CANCELLED AND SUBJECT TO A 3% TRANSACTION FEE BECAUSE WE CAN’T ENSURE IT WILL STILL BE COLD WHEN YOU RECEIVE IT.

ALL RAW PRODUCTS WILL BE SHIPPED FROZEN.

THE ONLY ITEMS EXEMPT FROM THE FROZEN SHIPPING MINIMUM ARE: AIR-DRIED TREATS, THE RAWHALLA COLLECTION, SIDE PIECES, AND OPTING FOR PICKUP.

SOME THAWING IS EXPECTED DURING TRANSIT AND IS TOTALLY FINE TO FEED OR RE-FREEZE.

PER THE USDA, MEAT THAT IS PARTIALLY THAWED CAN BE RE-FROZEN AS LONG AS THE INTERNAL TEMPERATURE IS NOT ABOVE 40 DEGREES.

WE PACK OUR ORDERS ADEQUATELY TO MAKE IT THROUGH TRANSIT, BUT CARRIER DELAYS ARE OUT OF OUR CONTROL.

IF YOUR ORDER ARRIVES THAWED, ABOVE REFRIGERATOR TEMPERATURE, PLEASE TAKE PHOTOS AND SEND THEM TO eat@soulyraw.com

DURING SPRING/SUMMER (MAY-SEPT), WE WILL NOT GUARANTEE ORDERS TAKING 3+ DAYS IN TRANSIT THAT HAVE NOT UPGRADED THE SHIPPING FROM GROUND OR FLAT RATE. ORDERS THAT HAVE SHIPPING UPGRADES WILL ADHERE TO THE NORMAL SOUL’Y RETURN PROCESS.

BECAUSE WE VALUE FRESHNESS AND CREATING TOP QUALITY FOOD FOR YOUR PETS, WE HAND CRAFT EACH AND EVERY ORDER IN OUR KITCHEN. ALL ORDERS REQUIRE AN ESTIMATED 7-10 BUSINESS DAY PROCESSING TIME BEFORE YOUR ORDER IS READY. WE WANT YOUR PET TO ENJOY THE FRESHEST FOOD POSSIBLE!

ORDERS RECEIVED AFTER 3PM OR ON A WEEKEND WILL BE CONSIDERED RECEIVED THE FOLLOWING BUSINESS DAY. ALL ORDERS ARE FULFILLED IN THE ORDER THEY ARE RECEIVED, LARGE ORDER DAYS CAN IMPACT TURNAROUND TIMES.

ORDERS ARE SHIPPED MONDAY THROUGH WEDNESDAY TO AVOID ANY POTENTIAL CARRIER DELAYS OVER THE WEEKENDS.

OUR BUSINESS MODEL IS VERY DIFFERENT FROM OTHER NATIONAL BRANDS AS WE STRIVE TO KEEP OUR PRODUCTS HANDMADE TO AND AS FRESH AS POSSIBLE.

WE NOW OFFER SHIPPING TO 49 STATES, EXCLUDING WASHINGTON STATE. FOR TRANSIT TIMES LONGER THAN 3 DAYS, IT IS A GOOD IDEA TO UPGRADE YOUR SHIPPING, ESPECIALLY DURING SUMMER MONTHS

DURING SPRING/SUMMER (MAY-SEPT), WE WILL NOT GUARANTEE ORDERS TAKING 3+ DAYS IN TRANSIT THAT HAVE NOT UPGRADED THE SHIPPING FROM GROUND OR FLAT RATE. ORDERS THAT HAVE SHIPPING UPGRADES WILL ADHERE TO THE NORMAL SOUL’Y RETURN PROCESS.

PLEASE SEE MAP BELOW FOR TRANIT TIMES

SINCE WE ONLY SHIP FROZEN ORDERS MONDAY- WEDNESDAY, WE USE VARIOUS CARRIERS TO ENSURE YOUR ORDER ARRIVES AS QUICKLY AS POSSIBLE. WE USE A COMBINATION OF UPS, GLS, OR USPS.

UNFORTUNATELY, WASHINGTON STATE REQUIRES SELLERS TO REGISTER AND PAY A FEE FOR EACH INDIVIDUAL PRODUCT SOLD IN THE STATE. WITH OVER 60+ UNIQUE PRODUCTS IN OUR LINE AND NEW PRODUCTS ADDED MONTHLY, IT JUST ISN'T FEASIBLE FOR US AT THIS TIME.

WE DO OUR BEST TO SHIP YOUR ORDER COMPLETE, HOWEVER, SOME ITEMS TAKE LONGER TO PROCESS THAN OTHERS-OR TO ENSURE YOUR RAW ORDER FITS SECURELY DURING TRANSIT. TREATS MAY BE SHIPPED SEPARATELY

WE ARE NOT A RETAIL STORE AND ALL ORDERS ARE MADE TO ORDER.

IF YOU NEED SAME DAY FOOD, PLEASE SEE OUR RETAILER PAGE TO FIND A LOCATION NEAREST TO YOU.

LOCAL DELIVERY IS NOW AVAILABLE FROM OUR ARIZONA LOCATION ONLY.

ORDERS MUST MEET A $100 MINIMUM ORDER AND BE WITHIN 25 MILES OF OUR CHANDLER SHOP.

IN HOUSE PROCESSING TIME STILL APPLIES OR 7-10 BUSINESS DAYS. ORDERS WILL BE DELIVERED ON A FRIDAY. AN EMAIL WILL BE SENT TO CONFIRM DELIVERY TIME AND DATE.

SOUL'Y RAW IS COMMITTED TO 100% CUSTOMER SATISFACTION AND SUCCESS WITH THE USE OF OUR PRODUCTS. WE GUARANTEE THE FRESHNESS AND QUALITY OF ALL OF OUR FOOD PRODUCTS. IF THERE IS A PROBLEM WITH ANY OF THE PRODUCTS ONCE OPENED, PLEASE CONTACT US DIRECTLY VIA EMAIL EAT@SOULYRAW.COM OR USE OUR CONTACT FORM TO DISCUSS A REFUND OR REPLACEMENT OF YOUR PURCHASE.