Grateful Pet Inc.

Stella and Simon
Tandem Hammocks
Cat Condo


	Can you ship anywhere in the USA? Yes. However, if you are outside of a 3 day ground transit you will have to select air transportation. Perishable frozen products must be able to reach your destination within 3 days. Do you ship outside of the USA? No. We only ship within the United States at this time. What days do you ship the frozen food orders? Mondays – for 3 day ground transit Mondays and Tuesdays – for 1 or 2 day ground and air transit Wednesdays – for overnight delivery only When can I expect my order to ship? This depends on when you place your order, product availability, and payment status. We will notify you via email within 24 hours of receipt of order with availability on the products you ordered and an estimated ship date. How is the frozen food shipped? Frozen food is shipped UPS or FedEx only. You will be given shipping method options at time of check out. The longest allowable transit time for shipment of frozen food is 3 days. Is there a minimum quantity for ordering frozen food? Yes, please order in minimum quantity increments of either 28 lbs of frozen food or 48 lbs of frozen food. How does the food stay cold? The food is packed as tightly as possible in cartons that are insulated with EPS (Styrofoam®) material. Freeze packs are placed on the bottom of the insulated carton/cooler and on the top of the food. Packing paper is placed on top of the freeze packs and then dry ice is placed between the cooler top and the packing paper. The freezing temperature from the dry ice falls and keeps the food from defrosting. The freeze packs keep the food cold after the dry ice has dissipated. These shipping materials are referred to as a Frozen Food Shipping Package. What is dry Ice? And why are there only freeze packs in my cooler? Dry ice is frozen carbon dioxide. It is the gas that we exhale after taking a breath and that plants utilize in photosynthesis. Carbon dioxide is a normal part of our earth’s atmosphere. It is also commonly used to make soda water. Dry Ice has a temperature of -109.3 degrees Fahrenheit and is therefore ideal for freezing and keeping frozen foods frozen. In normal atmospheric conditions, dry ice changes from its solid form to a gas (sublimation) without going through a wet liquid stage- hence, the name “dry-ice”. Dry-ice will generally sublimate at a rate of 5 lbs every 24 to 36 hours. The amount of dry ice we place in your Shipping Package depends on how long of a transit time you select. The dry-ice is usually fully dissipated by the time it reaches your destination; however, the inclusion of freeze packs in the cooler continue to maintain the desired temperature once the dry ice has dissipated. Do I need to purchase a Frozen Food Shipping Package? Yes, for any frozen food orders you must add the appropriate number of Frozen Food Shipping Packages to your cart (i.e. 48 lbs or 28 lbs of food- 1 cooler, 96 lbs of food (2 x 48 lbs) - 2 coolers, etc.). A fee of $10.00 per Shipping Package is charged to help defray the actual cost of these shipping materials. How much will is cost to ship the frozen food? It depends on the amount of frozen food you order, your destination and which shipping method you select. Ground transit is the least expensive method of shipping frozen food. If your ship-to address is not within a 3 day ground transit, your only option is to have your order shipped air. UPS and FedEx charge a $5.00 dry-ice-on-board fee for air shipments. This charge is included in your shipping rate. You can check shipping rates by setting up an account; add the items you wish to purchase to your shopping cart and then proceed through check out. Here you will see the various shipping options and rates available to you. You can go through the ordering and check out process to see what your shipping options are before confirming your order. You have not placed an order until you click on “Confirm Order” at the end of the check out process. My shipping weight is different than the product weight. Why is this? The shipping weight and cost will be calculated to include the weight of the frozen food, the insulated box/cooler, the dry ice and the freeze packs. For example, if you order 48 lbs for 3 day ground shipping your package will weigh about 64 lbs. My food arrived thawed. Is it still good? Yes, as long as it is at refrigerated temperature it is fine to refreeze. Our processor has run extensive testing on shipments of frozen food. Depending on the time of year, with the food reaching your destination within 3 days, it should be either frozen, partially frozen, or at refrigerated temperature of 40 degrees. If you have small pets or have ordered products that are fed in small quantity for supplementation (i.e. Pancreas, Chicken Feet, Organ Meats, etc.) partially thawed or thawed meats can be cut and packaged into smaller serving size portions before refreezing. A little extra work when the product arrives, but a great time saver in the long run. I only have small pets, can’t I order in a smaller quantity? Frozen food stays good in the freezer indefinitely. After a year or so it may lose some nutrients, but this loss so minimal it should not be of concern. Also, people with small pets combine order requirements with others in their area and distribute the 28 lbs or 48 lbs of food upon arrival. This also helps defer the shipping cost by splitting it among several people. I am not sure my companion animal will eat raw food. Can I try some in a smaller quantity to start? Dogs, cats and ferrets are carnivores. Although some animals (especially kibble fed cats) take longer to transition to a raw diet, most are very eager to finally have an opportunity to eat what their bodies need to maintain good health. Our companion animals instinctively know what foods are best for them. Be confident in your commitment to offer your furry family member nutritious, pure, whole food and they will surely be grateful! You can take a slow transition over 7 to 10 days or fast your dog for 12 hours and then offer the raw food. If they don’t eat it in 20 minutes, put it in the refrigerator until the next meal. A healthy dog will not starve themselves. They will eat when hungry enough. Adding a little Beef Tripe or a tbsp. or two of cooked meat to create an aroma to the raw food will also encourage them to eat. Please refer to Transitioning Your Pet to Raw. Cats can be more of a challenge to transition to a raw diet. You cannot take the “they will eat when hungry enough” approach with a cat. Cats should not go without food for long. An excellent organization on cat nutrition offers this one page guide on how to transition a cat to a raw diet http://feline-nutrition.org/one-page-guides/transitioning-to-a-raw-diet Do you ever make exception to your minimum quantity? If you absolutely want to order less than 28 lbs at a time we will do our best to accommodate you. However, we cannot entertain shipping less than 15 lbs of food. The less food in the insulated carton the quicker it will defrost. A 15 lb quantity order will need to ship to arrive to you in no more than 2 days to assure this quantity remains frozen or still partially frozen. This smaller quantity cannot be ordered on our website, you will need to contact us for this exception. Can I buy in bulk? And do you offer a discount for large orders? Yes and yes. Orders for $1,000.00 or more will be extended a 5% discount. This offer does not apply to any product that is on sale and the order must be shipped in full to one ship-to location. In addition, the maximum charge for Frozen Food Shipping Packages will be $30.00 regardless of number of Shipping Packages needed to ship your order. These discounts will not automatically calculate when you place your order. We will make adjustment to your invoice to reflect the 5% off and the flat rate for Shipping Packages and send you a Revised Order Confirmation with the actual total. If you had paid by credit card when you placed your initial order, the charge will be adjusted to the Revised Order Invoice amount prior to it being charged to your credit card. Bulk shipping rates may also be available and if so your Revised Order Confirmation invoice will also be adjusted to reflect this savings. How do I get my payment to you? Payment can be made at the time you place your order on our website via credit card or with a check or money order mailed to: Grateful Pet, Inc. 1131 7th Avenue, Suite C Vero Beach, FL. 32960 Applicable sales tax is charged for any orders shipped within the State of Florida. Orders will not be processed until payment is received. I don’t want to pay for shipping; do you allow pick-ups at your Vero Beach, Fl. location? Yes. Select a convenient pick-up option upon check out. Will you deliver the product if I can’t pick-up at your location? Yes. We offer delivery service within our tri-county area (i.e. Indian River County, St. Lucie County, and Brevard County, Florida). Select delivery options upon check out. How do I update my shipping and email information? Log into your account on our website and see the link “Edit Profile” just under the “Personal Information” header. Click this link and edit your information. You must click “Save Profile” at bottom of this page to save your new information.