Shipping policy

Our shipping policy provides essential information regarding delivery services and order requirements.

Delivery Schedule & Order Deadlines 

Iron Will Raw proudly offers weekly home delivery throughout Southern Ontario. To check your eligibility for home delivery, please enter your postal code on our website. For further details, feel free to visit our website or reach out via email at orderdesk@ironwillraw.com.

We offer free home delivery on orders exceeding $100 (before tax or credits). For orders between $50 and $99.99, a $20 delivery fee will apply (also before tax or credits).

Order deadlines are based on the default delivery day for your location. Please note that we are not obligated to honor orders placed after the designated order deadline for your city and delivery day, including during holidays. Customers are responsible for reviewing the text body under each delivery day on our Delivery page before placing an order near a holiday to see how their delivery may be affected. While we will always do our best to accommodate, there are no guarantees for late orders.

For more information, please visit our Delivery Page. 

Delivery deadlines and days are subject to change without notice. 

Deliveries will occur anytime between 7 AM and 7 PM. Please ensure you can accommodate this time frame on the designated delivery day for your city before placing your order as requests for specific time slots will not be granted. 

Disclaimer: Our date picker allows you to select a preferred delivery date. While we strive to accommodate the date selected, circumstances may require adjustments. Regular order deadlines found on our Delivery Page still apply. If a later date is selected when an earlier one is available, the order will be delivered on the earlier delivery date as stated in the post-postal code entry popup instructing customers to select the earliest possible date on the calendar.

Order Additions and Cancellations 

We are pleased to accommodate additions and changes to your order! Simply email your request to orderdesk@ironwillraw.com before your order deadline. If you are adding onto your order, we will either call you to collect payment over the phone for the outstanding balance or send you an invoice to pay through our website. Additional payment must be provided before the order can be processed with the additional items. For requests made after the deadline, we will evaluate them on a case-by-case basis.

Orders can be canceled anytime up to 48 business hours (between 8 AM – 4 PM) prior to delivery. To cancel, please email us at orderdesk@ironwillraw.com. While we will do our best to accommodate last-minute cancellation requests, please note that a 15% restocking fee may apply for cancellations made less than 48 hours before delivery.

Payments 

We only accept Visa and MasterCard. Please ensure that your contact and billing address match the records held by your credit card institution, as incorrect or incomplete information may result in declined payments. In some cases, declined payments may still appear in your transaction history but should automatically be removed after a few days, depending on your financial institution. If these charges persist, please contact your bank directly.

If any items are out of stock, we will issue a refund for the missing product(s) to your original payment method. Refunds typically appear within 3-7 business days.

For further details, please refer to our Refund Policy.

All payments are processed in Canadian Dollars and are subject to applicable taxes.

Notifications 

On the day of delivery, you will receive three email and/or text notifications:

1. The first notification in the morning will provide an estimated time of delivery.
2. A second notification will inform you when you are the next stop.
3. The final notification will confirm that your order has been delivered.

Please check your junk folder for these notifications and set them as “safe” or move them to your primary folder.

Receiving Your Order

For homes with an accessible front door, deliveries will be left outside, regardless of whether someone is home. If you won't be present, we recommend leaving a cooler outside for our driver to place your order in. While our drivers will do their best to fit all items into the cooler, it is the customer's responsibility to ensure the cooler is large enough to accommodate the entire order. Drivers are not permitted to open boxes or flats to make them fit. Notifications will be sent prior to delivery with a time window for when to expect your order. Please note that Iron Will Raw drivers and staff will not enter homes or units under any circumstances, even if requested.

For apartments or condominiums that require granted access, a buzzer code and phone number must be provided. Our driver will attempt to contact you via both phone and buzzer to gain entry into the building. If access is granted, the driver will leave your order either outside your unit or with the front desk concierge. Please confirm with your concierge in advance that they accept raw pet food deliveries.

If the driver is unable to reach you or gain access, the delivery will not be completed, as we cannot leave raw food unattended in common areas such as lobbies or entryways. In this case, our order fulfillment team will contact you to arrange either a delivery attempt the following week or a full refund. Once the driver advances on their route without completing delivery, reattempts will not be made on the same day, nor will the driver return if contacted later.

Please make sure all important information, such as delivery instructions, buzzer codes, or any other relevant details, are provided in the "notes" section of your order.

Ensure there is a safe and legal area for the driver to park during delivery. We recommend reviewing your building’s policies before placing your first order to avoid safety or liability issues.

Iron Will Raw is not responsible for any damaged, thawed, lost, or stolen deliveries left with a concierge or unattended.