What should I do if I won’t be home to accept my delivery?

If you know you won’t be home when placing your order, please leave a cooler or cooler bag outside for our driver to place your raw food in.

Make sure to provide instructions in the “notes” section of your order. For more details, review the Receiving Your Delivery section of our Shipping Policy.

 

How should I handle delivery if I live in a condo building and won’t be home?

For condos and apartments that require granted access, please provide a buzzer code and phone number so our driver can contact you.

If they gain entry, the driver will either leave your order outside your unit or with the concierge. It’s a good idea to confirm with your concierge that they can accept raw pet food deliveries.

If the driver is unable to reach you or gain access, we cannot complete the delivery as we can't leave raw food in common areas. Our team will follow up to arrange a re-delivery for the next week or offer a refund.

Please note that once the driver leaves your stop, they will not return later that day. For more details, review the Receiving Your Delivery section of our Shipping Policy.

 

I’ve missed the order deadline and I’m out of food. What are my options?

If you’ve missed the order deadline, we understand that things happen, and we always do our best to accommodate late orders. However, we recommend ensuring your orders are placed on time to avoid any inconvenience.

If you place an order after the deadline, please contact our order department at orderdesk@ironwillraw.com immediately, but only if it's within our business hours (8 AM - 4 PM) on the day of the deadline.

Keep in mind that if we made an exception for a previous late order, it doesn’t guarantee we can do it again. If you’re contacting us outside of business hours, we suggest visiting our Store Locator page to find a retailer near you, just in case we can't honor your late order.

 

What steps should I take if I need to add or remove an item from my order?

To make changes or additions to your order, email orderdesk@ironwillraw.com before your submission deadline.

For item additions, we’ll contact you to collect payment or send an invoice for payment through our website. Additional payments must be processed before finalizing your order.

You can cancel your order up to 48 business hours (between 8 AM – 4 PM) before delivery by emailing orderdesk@ironwillraw.com.

For changes or cancellations requested after the deadline, we’ll review those on a case-by-case basis. Please visit the Order Additions and Cancellations section of our Shipping Policy for more information.

 

Is your shipping service available in the U.S.?

Our Home Delivery service is currently only available within specific regions of Ontario.

 

Am I able to choose a specific day and time for my delivery?

We cannot accept requests for a preferred day or time for delivery.

Our delivery system assigns specific cities to designated days of the week, and this schedule remains consistent each week.

Additionally, we utilize a routing system that calculates the most efficient route for our driver based on the scheduled deliveries for that day.

 

If I’m moving, will my delivery day change?

Our delivery system assigns specific cities to designated days of the week, which remains consistent every week.

To see how your move might affect your delivery, check our Delivery Page for your new city. If it’s not listed under any of the day tabs, you may fall outside our delivery region.

For questions, reach out to orderdesk@ironwillraw.com. If you’re outside our delivery area, we can refer you to one of our great retailers located across Canada.

 

How will I know when my order is expected to arrive?

On your delivery day, you will receive three notifications via email and/or text:

1. An estimated time of delivery in the morning.
2. A notification when you are the next stop.
3. A final notification confirming your order has been delivered.

Please check your junk folder for these notifications and mark them as “safe” to ensure they reach your primary folder.