***FREE SHIPPING ON ORDERS OVER $135.00! (excludes AK & HI)***
***$25 FLAT RATE SHIPPING ON ORDERS UNDER $135! (excludes AK & HI)***
ORDERS MUST BE PLACED BY 11:59PM PT ON SUNDAY TO GUARANTEE A MONDAY/TUESDAY SHIPMENT. ALL ORDERS PLACED AFTER THIS DEADLINE WILL SHIP THE FOLLOWING WEEK. THANK YOU SO MUCH FOR YOUR SUPPORT AND UNDERSTANDING!
When will you ship my order?
We ship all orders on Mondays and Tuesdays. Your order must be received by midnight (Pacific Time) on Sunday in order to guarantee a Monday or Tuesday shipment. Any orders placed after this deadline will ship the following week.
*If a holiday falls on a Monday or Tuesday your order shipment could be delayed one week. We apologize for the inconvenience.
How will you ship my order?
All bone broth is shipped frozen in insulated styrofoam boxes and packed with gel ice packs and dry ice. All shipments are sent via FedEx.
Can you ship to my PO Box?
No. FedEx will not ship to a PO Box so we require a valid street address for all shipments. Failure to provide a valid street address may result in shipping delays.
Do you ship to Alaska or Hawaii?
Yes. We ship to all areas in Alaska and Hawaii that are serviced by FedEx. All shipments to Alaska and Hawaii are sent via FedEx 2Day. As you might expect, shipping costs to Alaska and Hawaii are a bit higher than those incurred on the mainland but we have done our best to make them as manageable as possible.
Do you ship internationally?
No. We currently only ship within the United States.
Why are my shipping and handling fees so expensive?
Due to the perishable nature of the shipment, we must prepare the items to withstand the transit time it takes to safely get the product to you. To accomplish this, we use corrugated boxes, styrofoam boxes and lids, gel ice packs, dry ice, and other assorted packing supplies (e.g. tape, paper, bubble wrap, etc.) and, depending on your location, this may require an expedited shipping service. We also have a great staff of hard-working individuals that we are proud to pay a living wage.
Do you offer any incentives to qualify for free shipping?
Yes. Orders that exceed $135.00 will receive free shipping within the continental United States. Unfortunately, we are not able to extend this offer to Alaska or Hawaii at this time.
If I don't spend $135.00, how much will I pay for shipping?
Orders that do not exceed the $135 threshold to qualify for free shipping will be charged a flat rate fee of $25.00. Unfortunately, we are not able to extend this offer to Alaska or Hawaii at this time.
When my shipment arrived, the bone broth was defrosted. Is it safe to refreeze?
While in transit, it is not uncommon for bone broth to defrost despite our best efforts to keep it frozen. As long as your bone broth still contains some ice crystals or is refrigerator cold (40 degrees or less), it is safe to refreeze. We do recommend immediately opening your package upon receipt and placing your bone broth into the freezer or refrigerator, depending on how quickly you plan to use. Try not to let your bone broth sit in the shipping container for too long after it has been delivered.
Why is my bone broth double bagged?
From time to time, a bag may split while in transit. When this happens, we know that it occurred during transit because the bags are filled while the bone broth is in liquid state and are then frozen. To help preserve quality and to avoid spillage, we have taken the step of adding this additional layer of protection.
Do you accept returns or exchanges?
We cannot accept returns or exchanges. Once the product leaves our warehouse and is shipped to you, we cannot guarantee its quality once it arrives back at our warehouse and therefore, it cannot be restocked or resold to another customer. If there is a problem with your shipment, contact us via e-mail (firstname.lastname@example.org) or via our Contact Form and we can work together to find a solution.