Order Processing

Orders are accepted via our website, telephone, fax or email. We encourage you to utilize the website for ordering because it automates and expedites the process.

New customers with substantial quantity requirements and/or customers ordering (in substantial quantity) an item they have not purchased in the past, please see Lead Times below

During order check-out you will be asked to select one of following delivery methods:

Pick-up your order at our 1131 C 7^th Avenue, Vero Beach, Fl. 32960 location on Saturday afternoon or Wednesday early evening. Pick-up location map link

When selecting a pick-up time please take the following lead times into consideration:

Orders placed Monday through Wednesday are generally available for
          pick-up on Saturday of that week. Current pick-up time for
          Saturday is between 3:30 p.m. and 5:30 p.m.

          Orders placed Thursday through Sunday are generally available for
          pick-up on Wednesday of the following week. Current pick-up time for
          Wednesday is between 4:30 p.m. and 6:30 p.m.
 

If you need to expedite pick-up or you have a timing conflict and need a special pick-up time, select the special pick-up time option during check out and note your request there or contact us and we will do our best to accommodate your request.

Once your order is placed, you will receive an automatic email confirmation of your order.

Your order will be ready for pick-up on the day of the week you selected unless you hear from us via email.

 

Local Delivery requires a minimum order of $100.00 of any mix of products.

Grateful Pet currently delivers in the tri-county area. A delivery fee shall apply to all deliveries as follows:

Within Indian River County - $15.00

Within St. Lucie - $25.00

South Brevard County - $35.00

When selecting the delivery option please take the following lead times into consideration:

Orders placed Monday through Wednesday are generally available for delivery on Friday of that week. Delivery time frames are scheduled between 2:00 p.m. and 6:00 p.m. by address route. We will give you a one (1) hour time frame as to when your food will be delivered.

Orders placed Thursday through Sunday are generally available for delivery on Tuesday of the following week. Delivery time frames are scheduled between 2:00 p.m. and 6:00 p.m. by address route. We will give you a one (1) hour time frame as to when your food will be delivered.

You must enter the address you are expecting us to deliver to in the shipping address section of check-out.

Once your order is placed, you will receive an automatic email confirmation of your order.

We will contact you via email within 24 hours from receipt of your order with delivery schedule options. You must confirm delivery time frame via email response.

In addition, someone must be available to accept the delivery at the scheduled time frame. If someone is not available to accept delivery within the scheduled time frame, a second delivery fee will be due if you want us to attempt to deliver again. There are no delivery fee refunds for missed deliveries.

Payment for pick-up or delivery can be made at the time you place your order on our website or upon receipt of product at the time of pick-up or delivery. Credit cards are currently only accepted at the time of ordering on our website. If you wish to pay by credit card you must do so at the time of placing your order on our website. Checks and cash are accepted at time of pick-up or upon delivery. An initial check payment requires a photo driver’s license.

Applicable sales tax is charged for any orders within the State of Florida

Shipping – When placing an order on our website for shipment, dry goods and perishable frozen foods must be ordered separately:

The United States Postal Service (USPS) method of shipping is for dry good products only. Dehydrated meat treats can ship USPS as dry goods or with your frozen food order. Dry goods can be shipped anywhere within the USA.

The UPS or FedEx shipping method must be selected for perishable-frozen food orders. Frozen food cannot be shipped USPS. The most cost effective means of shipping frozen food is by ground transit. We are happy to ship our pet food anywhere in the USA, however, the longest transit time for frozen food is 2 days. Your delivery location may not be within a 2 day ground transit time from our Florida warehouse. If your "ship-to" zip code is not within a 2 day ground transit you will only be given air-transit options to consider. We are working to expand shipping to include 3 day ground transit, so please check back with us.  Please review our Shipping Policy before placing your order for frozen food and Contact Us if you have any questions regarding the shipment of our frozen food products.

Availability - We do not mark items Out Of Stock as a general rule because if an item is Out Of Stock it is likely the item is on order and inventory is expected shortly. If you order an item that is not available for the pick-up or delivery time you selected or through our communication you decided you do not want to hold your shipment pending the availability of the Out Of Stock item we will remove the Out Of Stock item from your invoice and send you a Revised Order Confirmation with a new invoice reflecting the actual amount due. 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 be charged to your credit card. The Revised Order will also inform you as to when the item is expected to be available.

If an item is Out of Stock on our website please contact us with the item(s) of interest so we can plan purchasing accordingly and notify you when the item is available. Your interest in a temporarily Out of Stock item can also be added as a note when placing your order for available items on our website.We will notify you via email once the item(s) you desire are available, process your order, and arrange for your choice of pick-up, delivery, or shipping.

Lead Times:

New customers may expect to have a longer wait for availability of their first order. It takes time to build inventory to adequate levels each time a new customer begins to purchase product.

Grateful Pet strives to provide the freshest raw pet foods possible. We also understand the importance of having your pet’s raw food available when you need it. We make every effort to maintain ample inventory on the Carnivores products at all times. However, when dealing with perishable foods and new customer demand, lead time for purchasing the fresh raw meats must be taken into consideration as follows:

Carnivores Brand Raw Pet Food and Treats: New substantial quantities can take from 3 to 7 weeks for availability, depending on the time of year.

Omas Pride® Brand Raw Pet Food: Grateful Pet carries inventory on select Omas products that complement our Carnivores line. These select products are offered and used to bring the few Carnivores boneless meats into a whole-prey ratio of meat-to-bone-to-organ and to provided ground poultry necks for those who prefer this form. These stock Omas products are generally available within a few weeks of substantial new orders.

Our website reflects only these select Omas stock products for ordering availability. However, we are able to order any Omas product you may want.

Special Orders:

Any non-stock Omas products of interest are by special order only and one of the following options will apply:

1)  minimum order of $200.00; or

2)  Wait for delivery until we are placing an order for the select stock Omas items and there is no minimum dollar requirement and no delivery fee

Please submit these special order requests for non-stock Omas products via email, noting which Omas products, sizes, and quantity you want to order and which one of the above options you prefer.

If you select option 1 we will notify you with the date of availability on the Sales Receipt we forward to you.

If you select option 2 and opt to wait for our next standard delivery of Omas stock products, we will confirm with you your desire to place the special order via email when we are placing our order with the distributor. We request your immediate response allowing us to meet our distributor’s order deadline for delivery that week. We will then notify you when the food is available, process your order, send you a Sales Receipt, and arrange for your choice of pick-up, delivery, or shipping.

Payment for Special Orders: All special orders must be paid in advance of processing the order. If you wish to pay by credit card we will arrange to make the special order items available on our website for you to place your order online. Advanced check or cash  payments for special orders can be made during regular "pick-up" hours at our 7th Avenue location or mailed to 1131 7th Avenue, Suite C, Vero Beach, Fl. 32960.  

Existing customers seeking to begin purchasing a pet food product in substantial quantity that they have not purchased prior may also need to give us time to ramp up inventory. Advance communication on what foods you are considering adding to your pet’s diet and anticipated quantity will greatly assist us in better serving your requirements.

We know the importance of having the raw foods you need for your pet on hand.  It is essential to take new volume into consideration because we want to assure you that on any given item the inventory will be available when needed. We appreciate your cooperation and patience. We are committed to do our very best to provide the freshest raw foods and exceptional service.