FROM OUR FREEZER TO YOURS

Shipping & Perishable Guarantee Policy

Due to the perishable nature of our products, we cannot accept physical returns or exchanges. All sales are final once an order has shipped. However, we stand behind the quality and fresh arrival of every shipment through our Perishability & Transit Protection.

If your package arrives melted, spoiled, damaged, or severely delayed, we will issue a free replacement shipment or a full refund, provided the instructions below are followed.

Shipping Restrictions & Exclusions

  • No Shipping to P.O. Boxes: We require a physical street address for all orders. Orders placed with a P.O. Box address will be canceled or held until we can verify a physical address.
  • Contiguous U.S. Only: We do not ship to Hawaii, Alaska, or international destinations.
  • Gated Communities & Access Restrictions: It is the customer's responsibility to ensure carriers (UPS/FedEx) have unhindered access to your delivery location. We are not responsible for delays, failed delivery attempts, or spoilage resulting from gate access codes, security guards, or inaccessible delivery points.

How to Report an Issue (Step-by-Step)

If your order arrives in compromised condition (thawed, melted, crushed, or damaged due to transit delays), you must report the issue to our team within 24 hours of delivery.

  1. Take Photos Immediately

    Before discarding any contents or packaging, take clear photographs showing:

    • The affected items: Clear photo showing the state of the product (melted, thawed, damaged).
    • The shipping box & label: Clear photo showing the outside shipping box, including the shipping label with the tracking number clearly visible.
    • The interior insulation & coolant: Photo showing the inside packaging arrangement (ice packs, insulation lining, etc.).
  2. Submit Your Claim

    Email our support team at support@browndogcreamery.com with:

    • Your Order Number
    • A brief description of the issue
    • Attached photos of the product, box, and label
  3. Keep All Packaging Until Claim Approval

    Do not throw away the damaged items, ice packs, or shipping box until your claim has been acknowledged and processed by our team. Insurers require photo evidence and may request additional verification. Discarding items before submitting photos will result in a denied claim.

Claim Eligibility & Conditions

To qualify for a full replacement or refund under our transit protection policy:

  • 24-Hour Reporting Window: Issues must be reported within 24 hours of the carrier’s delivery scan.
  • Recipient Availability on Delivery Day: Customers are responsible for tracking their package and ensuring someone is available to receive and immediately refrigerate/freeze the shipment on the day of delivery. We are not liable for spoilage caused by packages left outside, in direct sun, or unattended for extended periods after delivery.
  • Photo Proof Required: Claims submitted without required photo evidence of both the product and packaging cannot be processed.
  • Address Accuracy & Access: We are not responsible for spoilage or delays resulting from incorrect street addresses, missing unit/suite numbers, P.O. Box entries, or gated community access issues.

Resolutions & Processing Times

  • Claim Review: Most claims are reviewed and approved within 2 to 3 business days of receiving complete photo documentation.
  • Replacements: Approved replacements are packed with fresh insulation and shipped out on the next available shipping day (Monday–Wednesday) via express shipping at no additional cost to you.
  • Refunds: Approved refunds are issued back to your original payment method immediately upon claim approval. Processing times may vary depending on your financial institution (typically 3–5 business days).

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