Ordering, Shipping, and Returns FAQ’s
Tracking information is sent once the order is fulfilled, sometimes it ends up in the spam folder.
once orders have left our shop, we can not control transit and delivery.
this includes delivery date/time, delays, and delivery condition.
If your order arrives in unusable CONDITION, please email eat@soulyraw.com and we will make it right.
do you ship nationwide?
Why Can't products be shipped to Washington State?
YEs! We now offer shipping to 49 states, excluding Washington state. For transit times longer than 3 days, it is a good idea to upgrade your shipping, especially during summer months.
Unfortunately 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, it just isn't feasible for us at this time.
To find a retailer near you, please take a look at our Where To Buy page.
What if my order arrives partially thawed?
All our products are safe to feed and refreeze, as long as the product is below refrigerated temperature and the containers have not broken in transit.
Can I bring my used containers back to the shop for recycling?
Normally, yes - but as a COVID precaution, we cannot currently
accept any used containers for recycling.
Can I return products?
SOUL'Y RAW IS COMMITTED TO 100% CUSTOMER SATISFACTION AND SUCCESS WITH THE USE OF OUR PRODUCTS. WE GUARANTEE THE FRESHNESS AND QUALITY OF ALL OF OUR FOOD PRODUCTS. IF THERE IS A PROBLEM WITH ANY OF THE PRODUCTS ONCE OPENED, PLEASE CONTACT US DIRECTLY VIA EMAIL EAT@SOULYRAW.COM OR USE OUR CONTACT FORM TO DISCUSS A REFUND OR REPLACEMENT OF YOUR PURCHASE.
why the 15 lb minimum?
The 15 pound minimum helps to ensure that all the products will stay as cold as possible during transit.
Orders containing frozen products with less than 15 pounds will be cancelled and subject to a 3% transaction fee because we can’t ensure it will still be cold when you receive it.
Why does it take 7-10 business days before my order is ready to ship or pick up?
Because we value freshness and creating top quality food for your pets, we hand craft each and every order in our kitchen. All orders require an estimated 7-10 business day processing time before your order is ready. We want your pet to enjoy the freshest food possible!
Orders are shipped Monday through Wednesday to avoid any potential carrier delays over the weekends.
If you'd like to find a retailer near you for same day ordering, please take a look at our Where To Buy page.
Why don't you offer recurring orders?
As much as we would love to offer recurring orders, it is simply not feasible for us at this time. Since everything we make in our kitchen is hand crafted and dependant upon ingredient availability each week, it is with your satisfaction in mind that we ask you to place your orders as often as you need them.
We will update you if this changes in the future.