Do not buy this
Do not buy this. I purchased the raw food and collagen cubes which showed up melted, thawed, and liquid. They shipped it 2-day with an ice pack in the middle of summer. The delivery did not sit on the porch as I brought it inside as soon as it was delivered. I sent them images about this and it took them 2 days to reply about this issue. When they did, they shipped a new box to replace this being an issue. Great, sounds good. Second box arrives exact same way. Poorly insulated and melted. I reach out again, it takes two days for them to respond. When I tell them it happened again they reply "Thanks for letting us know." No further help or anything. I ask for a refund as my dog can't eat raw food that thawed and then turned into a solid block that's not scoopable and melted cubes that are no longer cubes. They offer to ship a third time. I don't want to keep getting thawed boxes so I ask for a refund. They tell me I didn't buy the shipping insurance so I can't get a refund. So I need to buy insurance so your package shows up properly? I never write reviews but this company has poorly handled the situation for a $200 dog food order. Its not about the refund, its about the hoops I have jumped through to purchase, wait, email about issue, wait, get new food, email again, telling me that they will ship a 3rd time and will do a better job shipping with insulation. Why didn't they do that the second time? They position themselves as a more premier dog food but this is not premier service. I run an e-com brand and have shipped thousands of packages and get things happen but if an item doesn't arrive usable for the customer then you can't keep the customers money. It's just bad business. It would be one thing if my dog ate the food or didn't like it but this is raw food melting. So therefore the situation has put such a bad taste in my mouth that you should be aware that this is the service you will get if you have an issue with your order. This is so disappointing as their presentation online is beautiful but their back end doesn't match this service.