Totally Raw Co Policies

Refund Policy

Orders cannot be canceled after one (1) business day. If a cancellation request is submitted after one business day and is approved, store credit only will be issued.

If you receive a damaged package, you must contact us within 30 minutes to one (1) hour of delivery so we can properly advise you and determine a resolution based on the condition and tracking details of the shipment.

If you believe there is a batch or quality concern, the physical product must be returned in person or picked up by Totally Raw Co for inspection prior to any refund being issued. No refunds or store credit will be provided without receiving the physical product, either in person or by mail.

If a damaged-order concern is reported after one (1) hour of delivery, store credit may be issued on a case-by-case basis only. No refunds or reshipments will be issued after two (2) business days. To ensure timely processing, customers must provide clear photos of the damaged or defective items. If photos are not provided, we will rely on video footage, shipping data, and the packing slip to make a final determination.

We do not issue refunds based on physical dissatisfaction. If there is a claim of possible contamination or perished product, Happee Dawg will arrange to pick up the product for investigation. Refunds, if applicable, will be issued only after the investigation is complete, which may take 2–3 weeks.

All order-related concerns must be submitted to info@happeedawg.com or by phone at (626) 265-1823.
Please note: social media representatives do not have access to customer order details. Social media messages regarding orders may not receive a response.

Subscription Policy – Perishable Pet Food Orders

By enrolling in a Totally Raw Co subscription, customers acknowledge and agree to the terms outlined below.

Auto-Renewal & Billing

All subscription orders are set to automatically renew at the frequency selected by the customer at checkout (e.g., weekly, bi-weekly, monthly). Charges will be processed automatically on the scheduled billing date.

Changes, Skips & Cancellations

Any changes to a subscription—including skipping an order, adjusting frequency, or pausing—must be made no later than three (3) business days prior to the scheduled billing date.

Customers are responsible for managing their subscriptions by:

Logging into their account to make changes, or
Contacting customer service via phone or email within the required timeframe

Totally Raw sends email reminders leading up to each billing date as a courtesy. It is the customer’s responsibility to review these notifications and take action if changes are needed.

No Refunds or Cancellations After Billing

Due to the perishable nature of raw pet food, orders cannot be canceled, modified, or refunded once they have been billed or placed, for any reason. This includes—but is not limited to—changes in inventory needs, travel, or delivery preferences.

Inventory Holds (Courtesy Option)

If a customer has excess inventory at home, Totally Raw may, at its discretion, hold the already-processed order and ship it at a later date. This option is offered as a courtesy only and does not constitute a cancellation or refund. Customers must contact customer service promptly to request a hold.

Acknowledgment

By participating in a subscription program, customers acknowledge that:

They are purchasing perishable food products
Auto-renewal is active unless changed within the required timeframe
Failure to manage the subscription does not qualify for refunds or cancellations

For subscription assistance, please contact:
📧 info@happeedawg.com
📞 (626) 265-1823

Pickup Orders

When picking up an order, please provide the name listed on the order.

To expedite a pickup order, a $20 fee will apply.

If you miss your scheduled pickup day, please contact info@happeedawg.com to reschedule. All pickups must be scheduled in advance. Customers arriving without prior communication may be asked to return another day.

If you are unable to make your scheduled pickup, please notify customer service by email or phone as soon as possible.

A $15.00 restock fee applies to ALL CANCELLED pick up orders. Our staff has boxed, and prepared an order that will need to be checked back into inventory once it is no longer wanted.

Shipping Policy

Minimum order for frozen home delivery: 15 lbs
Orders under 15 lbs are not guaranteed to arrive in acceptable condition, and Totally Raw Co is not responsible for these shipments.
Shipments that do not arrive as scheduled will be investigated before any reshipment. Investigations may take up to five (5) business days.
Returned or rerouted shipments (to an address not listed on the original order) may result in denial of reshipment.
Any delivery changes made after delivery are not the responsibility of Happee Dawg.

Address Accuracy

Customers must include all necessary delivery details, including gate codes, apartment or suite numbers, and special instructions. Address discrepancies may result in delivery failure and are not covered by Totally Raw Co.

Shipping labels are generated shortly after an order is placed. Address changes must be made within five (5) hours of placing the order. Changes made after this time may result in cancellation or delivery errors. Totally Raw Co is not responsible for customer-initiated changes after this window.

Dry Ice & Product Condition

All shipments include dry ice. The amount used depends on order weight and destination. Dry ice may not be visible upon delivery due to evaporation, but no package leaves our facility without it.

Products may arrive partially thawed, depending on shipment size and transit time. As long as the food is cold to the touch, it is safe to refreeze and feed.

Totally Raw Co does not refund products based on physical dissatisfaction. If contamination or spoilage is suspected, the product will be retrieved and investigated prior to any refund.

Delivery Schedule & Locations

Deliveries are made Tuesday through Friday
No deliveries on Sunday or Monday

Totally Raw Co ships to California and select areas of Nevada, Arizona, New Mexico, Utah, Washington, Colorado, Idaho, and Oregon, TX, FL,

Orders are processed within 2-3 business days prior to shipment.

Business Address Shipping Notice

Shipping to business addresses carries added risk. If the business is not open from 7:00 AM to at least 8:00 PM, or has restricted access, delivery may fail. FedEx and GSO will not leave packages at closed businesses. Happee Dawg will not reship packages at our expense due to business closures.

Estimated Transit Times

CA: 1-2 business day
AZ / NV / NM / ID: 1–2 business days (ZIP-dependent)
WA: 2–3 business days
CO: 3 business days
UT: 3–4 business days
TX: 3 business days

All shipping updates are sent to the email provided at checkout. Orders placed without an email address cannot receive shipping updates or ETA notifications.

Shipping Insurance Policy – Perishable Pet Food Orders

Totally Raw offers optional Shipping Insurance at checkout for customers who wish to protect their order against carrier-related delays or damage beyond recovery. This insurance is available for an additional fee and must be selected at the time of purchase.

What Shipping Insurance Covers

Shipping Insurance provides one-time replacement of the affected order if:

The package arrives later than the carrier’s published ground transit schedule, or
The package arrives physically damaged, leaking, or compromised beyond recovery due to carrier handling

Coverage applies only when damage or delay renders the product unsafe or unusable.

What Shipping Insurance Does NOT Cover

Shipping Insurance does not cover:

Packages that arrive on time but thawed or partially thawed
Normal temperature variation during transit
Theft, missing packages, or stolen deliveries (including porch theft), regardless of insurance purchase
Delivery issues caused by incorrect or incomplete addresses
Carrier delivery attempts to closed businesses or inaccessible locations
Delays caused by weather events, natural disasters, or acts beyond carrier control

Insurance Requirement

Replacement or refund for delayed or damaged shipments will not be issued unless Shipping Insurance was purchased at checkout. Orders shipped without insurance are accepted by the customer at their own risk.

Claims Process

To qualify for a replacement:

Claims must be reported within 30 minutes to one (1) hour of delivery
Photo documentation of damage, leakage, or compromised packaging is required
Totally Raw Co reserves the right to request product retrieval for inspection

Claims that do not meet these requirements may be denied.

Replacement Terms

Approved insurance claims are eligible for replacement only. Refunds are not guaranteed and are issued solely at Totally Raw Co's discretion.

Customer Acknowledgment

By purchasing Shipping Insurance, customers acknowledge and agree that:

Raw pet food is a perishable product
Thawing alone does not constitute damage
Insurance coverage is limited strictly to the terms outlined above

For insurance-related questions or claims, please contact:
📧 info@happeedawg.com
📞 (626) 265-1823