FAQs

Shipping & Delivery
How long does delivery take?

Frozen orders ship on an expedited service and typically arrive in 3 business days. Ambient/dry orders (bars, powders, shakes, drinks) typically arrive in 6-7 business days. Transit time depends on your distance from our fulfillment center.
Do you ship to my state?

We currently ship to Contiguous US states. We don't ship internationally or to PO boxes for frozen orders. Frozen shipments to remote ZIPs/AK/HI may be restricted - the checkout will tell you if your address isn't eligible.
Why did my order arrive in two boxes?

Frozen and ambient products travel in different packaging and often ship from different areas of the warehouse, so a mixed order can arrive as two shipments. Each has its own tracking number. If one arrives and the other doesn't within 7 days, contact us.
My tracking hasn't updated in days.

Tracking can stall while a package is in transit, especially over a weekend. If there's been no movement for 7 business days, reach out with your order number and we'll open a trace with the carrier and get a replacement moving.
Tracking says delivered but I don't have it.

First, check with neighbors, building management, and any side or back entrance - carriers sometimes leave cold shipments out of direct sun. If it's still missing after 24 hours, contact us with your order number and we'll take care of it.
Can I change my delivery address after ordering?

If your order hasn't shipped yet, contact us right away and we'll try to update it. Once a label is created we can't reroute a perishable shipment - we'd need to cancel and reorder.
Can I choose my delivery date?

Not at the moment. We ship on a fixed schedule so products spend the least possible time in transit. If you'll be away, we recommend delaying your order or skipping your next subscription shipment.

Frozen & Cold Chain
How do you ship frozen products?

Frozen items ship in an insulated box with dry ice, on an expedited service designed to keep them frozen through delivery. The dry ice is meant to be gone or nearly gone on arrival - that's normal.
My frozen order arrived thawed / soft / warm. Can I still eat it?

Please don't eat it. Contact us with your order number and a photo, and we'll send a replacement or refund you - no return needed.
Can I refreeze it if it thawed?

Don't refreeze, contact us for a replacement.
How do I handle the dry ice safely?

Don't touch dry ice with bare hands - use gloves or a towel. To dispose of it, leave it in a well-ventilated room, away from children and pets, and let it evaporate. Never put it in a sink, drain, or sealed container.
Do I need to be home for a frozen delivery?

No signature is required, but frozen orders shouldn't sit outside for long. If you can't be there, we suggest shipping to an address where someone can bring it in, or picking a delivery window where it won't sit in the heat.

Ambient & Dry Goods
Do the bars/powders need refrigeration?

No - they're shelf-stable. Store them in a cool, dry place out of direct sunlight.
My cans arrived dented. Are they still good?

A dent on the body of a can is usually cosmetic, but we don't want you drinking anything you're unsure about. If a can is leaking, bulging, or dented on the seam or rim, don't drink it - send us a photo and we'll replace it.
How long do these keep?

Every item has a best-by date printed on the package. For best quality, use within that date.

Subscriptions
How does a subscription work?

You pick your items and a delivery frequency. We charge and ship on that cadence, and you get a percentage off every order. You can skip, reschedule, change items, pause, or cancel at any time from your account.
I was charged after I cancelled.

That shouldn't happen - send us your order number and we'll refund it and confirm the subscription is closed.
Do I keep my discount if I skip an order?

Yes. Skipping doesn't affect your subscription pricing.
Can I get the subscription discount on a one-time order?

The subscription discount is tied to recurring orders. You can subscribe, take the discount on your first order, and cancel any time - including after your first delivery.

Orders & Payment
Can I cancel or change my order?

If it hasn't shipped, contact us immediately and we'll try. Our fulfillment window is short - often the same day - so we can't promise it. Once it ships we can't cancel, but see our refund policy below.
I never got an order confirmation.

Check spam and any promotions folder first. If it's not there, send us the email address you used and we'll confirm whether the order went through and resend it.
I see two charges for one order.

One of them is likely a pending authorization that will drop off in 7 business days. If both post as completed charges, send us both amounts and dates and we'll refund the duplicate.
My card was declined but money left my account.

That's almost always a temporary authorization hold from your bank, released in 7 business days. No order was created, so there's nothing for us to refund - but send us the details and we'll verify.

Returns & Refunds
What's your return policy?

Because we ship food, we don't accept physical returns. If something arrives damaged, thawed, incorrect, or missing, contact us within 3 days and we'll make it right with a replacement or refund.
How long does a refund take?

Once we issue it, refunds post back to your original payment method in 10 business days depending on your bank.
I don't like how it tastes. Can I get my money back?

We want you to like it. Tell us which product and what didn't work - we'll refund or replace it, and the feedback goes straight to our product team.
Something was missing from my order.

Send us your order number and a photo of what did arrive, including the packing slip. We'll ship the missing item or refund it - you don't need to send anything back.