FAQs

A 15-pound minimum ensures that all products remain as cold as possible during transit. Orders containing frozen products weighing less than 15 pounds will be canceled and subject to a 3% transaction fee, as we can't ensure they will remain cold upon arrival. 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. If your order arrives partially thawed, it is safe to feed, refreeze or store in the refrigerator. 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, however carrier delays are out of our control. If your order arrived thawed, above refrigerator temperature, please take photos and send them to: therawconcierge@gmail.com (therawconcierge@gmail.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 RETURN PROCESS.

We prioritize freshness and quality by handcrafting each order in our kitchen. Please allow an estimated 7-10 business days for processing before your order is ready. We want your pets to enjoy the freshest food possible! Orders received after 3 PM or on weekends are considered received the following business day. All orders are fulfilled in the sequence they are received; high order volumes can affect turn around times. We ship Monday through Wednesday to prevent potential carrier delays over weekends. Unlike other national brands, we are committed to keeping our products handmade and as fresh as possible.

We ship to 49 states, excluding Washington state. For transit times longer than 3 days we recommend to upgrade your shipping, especially in the 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 RETURN PROCESS.

Various carriers are used to ensure your order arrives as quickly as possible, as we only ship frozen orders Monday through Wednesday. We use a combination of UPS, GLS, or USPS.

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, unfortunately it isn't feasible for us at this time.

While we do our best to ship your complete order, treats may be shipped separately. This happens when some items take longer to process than others or to ensure your raw order fits securely during transit.

Unfortunately, no. We are not a retail store and everything is made to order.

We now offer local delivery from our location in Mesa, Arizona. Orders must meet a $100 minimum and be located within 25 miles of our Mesa shop. In house processing time still applies, 7-10 business days after receiving the order. Orders will be delivered on a Friday and an email will be sent prior to confirm delivery date and time.

The Raw Concierge is committed to 100% customer satisfaction and success with the use of our products. If there is an issue with any product upon opening, please contact us directly via email at therawconcierge@gmail.com (therawconcierge@gmail.com)or use our contact form to discuss a refund or replacement.

We require a 15 lb minimum of frozen products to ship your order. If you are in an area that is 3+ days in transit, we recommend you upgrade your shipping from Ground during the warmer months. During May-September, orders 3+ days in transit are not guaranteed unless they have been upgraded from Flat Rate/Ground.