Shipping Policy
Free Shipping Every Day on all Orders over $139
To automatically qualify for free shipping, orders must ship together on the same day to the same address within the continental US. Order total must be over $139 before shipping costs. Orders to Alaska and Hawaii are not eligible for free shipping unless otherwise stated. We reserve the right to choose the best shipping methods.
Standard Shipping
We offer simple, transparent shipping based on order weight:
- $5.99 — Orders under 2 lbs
- $7.99 — Orders 2 to 8 lbs
- $12.99 — Orders over 8 lbs
Most orders ship the same day and are delivered within 1–5 business days after shipment. Time in transit depends on many factors, including but not limited to the carrier, delivery destination, and weather conditions. We have no control over the package once the shipment is in the carrier's possession.
Note that USPS and UPS Ground services are not guaranteed services. For example, priority 2-day mail means the best-case scenario is the package arrives at your door within 2 days. However, since this is not a guaranteed service, the package could take longer to arrive. If you need the package by a certain date, we advise using UPS guaranteed services.
Expedited shipping is available for all in-stock items. For more information, please call 1-888-452-7263. Orders placed by 1 pm EST, Monday - Friday, will be shipped the same day, pending credit card authorization. Any order placed after 1 pm EST Monday - Friday will be shipped the next business day. We do, however, try to get all orders out the same day. Orders placed over a weekend will be shipped the following business day. Delivery times do not include weekend days or holidays.
While Wholistic Pet Organics makes every effort to ensure all packages are delivered as ordered, the shipping carrier is responsible for delivering all packages on time and free of damage. Certain circumstances may arise in which the carrier is unable to deliver due to weather, remoteness, or other factors.
International Shipping
Orders ship via USPS or UPS. We reserve the right to choose the best shipping method. Please allow 5-10 business days after the order has left our facility. Shipping times are not guaranteed. Wholistic Pet Organics is not responsible for customs delays or any duties, tariffs, Value-Added Tax (VAT) or other fees, which may be incurred with your purchase. If you refuse a package after it has shipped and cleared by customs, we will deduct all fees associated with the package return from your refund.
Shipping Holidays
Wholistic Pet Organics observes the following holidays and will not be shipping on:
New Year’s Eve
New Year’s Day
Easter
Memorial Day
Independence Day
Labor Day
Thanksgiving
Day after Thanksgiving
Christmas Eve
Christmas Day
UPS Ground Transit Map
For USPS delivery maps, please visit the USPS website
FREIGHT DAMAGES
For each shipment received, verify that the units arrived in Wholistic Pet Organics-branded boxes. Please make a visual inspection before signing the delivery receipt. Always check for crushed boxes, holes in boxes, and water damage.
Any claims resulting from lost or damaged merchandise during third-party freight routing are the customer’s responsibility. Note: Wholistic Pet Organics recognizes the inconvenience experienced by its customers when filing claims and, at the customers' request, will attempt to make special arrangements to assist in the claim process if a third-party or collect shipment is refused due to damage at the time of delivery.
Any shipment damaged during prepaid routing will be handled by Wholistic Pet Organics, including any concealed damage discovered after receipt. The customer is required to report damage within 7 days for all LTL shipments and within 1 day for all small-package shipments (UPS, FedEx, USPS).
Visual Damage Upon Receipt
Upon receipt of a shipment, inspect for any visible damage before signing for receipt. If shipment arrives damaged, make note on the delivery receipt describing the damage and take pictures when possible. This includes, but is not limited to, punctures, crushed boxes, water damage, and units off the skid.
Concealed Damage
Sometimes shipments are accepted by the customer with no apparent damage, but when unpacked, damage is found. This is the most troublesome type of freight problem in that the damage may have occurred at any point. The freight carriers are very uncooperative in these cases.
Upon receipt, always verify that unit shipments arrived in Wholistic Pet Organics branded boxes. Make a visual inspection of boxes, looking for any damage (e.g., crushing, holes, bent boxes, oil marks, water marks, or skid marks from freight loaded on top of units). Smaller shipments shipped via UPS, USPS, or FEDEX should undergo the same visual inspections (e.g., crushed boxes, re-taped boxes, oil marks, and water marks). Any visual damage found at the time of receipt should be noted on the delivery receipt, i.e., “BOX CRUSHED POSSIBLE DAMAGE.”
Wholistic Pet Organics can file claims with its LTL carriers within 7 days of the delivery date, provided the merchandise is still at the delivery address. Therefore, we urge you, if possible, to open all units within 7 days of receipt.
Small package shipments via UPS, USPS, and FEDEX only have 1 day to report concealed damage from the time of delivery. We urge you to open all small packages the same day of delivery. As in any concealed damage case, report damage immediately.
If Wholistic Pet Organics is not notified within 7 days of receipt for LTL shipments or 1 day for small package shipments, responsibility for freight claims passes to the customer.
Freight Routing: Third Party or Collect
Third-party or collect shipments are F.O.B. from Bedford, NH, with ownership passing to the customer upon the trucking company's signing for the shipment.
Freight Routing: Prepaid
All prepay-and-bill shipments are F.O.B. from Bedford, NH. Wholistic Pet Organics will select a freight carrier that uses the most direct route to the destination, minimizing reliance on bulk-break distribution centers and interline carriers. Only Wholistic Pet Organics preferred carriers will be used.
Order Protection
We want you to shop with confidence. Customers who purchase WPO Order Protection at checkout may be eligible for coverage if their order is lost, stolen, or damaged.
Order Protection is optional and applies only to orders for which WPO Order Protection was purchased at checkout.
Coverage
Protection applies to the total protected order value, including products and shipping costs.
Coverage begins once the protected order has been fulfilled and tracking information has been provided.
Eligible events may include:
• Packages lost during transit
• Orders damaged during transit
• Documented theft following delivery
All claims are subject to the eligibility requirements, exclusions, documentation requirements, and other terms described below.
Filing a Claim
Claims must be submitted within 10 business days of the carrier's marked delivery date, or expected delivery date if the package was never delivered.
Wholistic Pet Organics may require documentation reasonably necessary to investigate and verify a claim.
Depending on the circumstances, documentation may include photographs, carrier information, tracking information, delivery documentation, a police report, security camera footage, statements regarding the circumstances of the loss, or other supporting information.
Customers must reasonably cooperate with our investigation of a claim and provide requested information when available.
Submission of a claim or supporting documentation does not guarantee approval.
Packages Marked as Delivered
If carrier tracking indicates that an order was delivered to the shipping address provided at checkout, customers should first make reasonable efforts to locate the package.
This includes checking all areas around the delivery location, entrances, porches, garages, gates, mailrooms, package rooms, and other locations where a carrier may have left the shipment.
Customers should also confirm with household members, building management or staff when applicable, and nearby neighbors who may have received or moved the package.
A package marked as delivered by the carrier is not automatically eligible for a refund or replacement.
If the package still cannot be located and theft following delivery is suspected, Wholistic Pet Organics may require supporting documentation before approving an Order Protection claim.
Supporting documentation may include a police report, carrier documentation, photographs, security camera footage, or other information reasonably necessary to verify the circumstances of the reported theft.
Photographic proof of delivery, GPS delivery information, signature confirmation, carrier records, and other available delivery documentation may be considered when evaluating the claim.
Theft Following Delivery
WPO Order Protection is intended to provide protection for documented theft following delivery. A customer's inability to locate a package by itself does not necessarily establish that the package was stolen.
For packages confirmed as delivered by the carrier, Wholistic Pet Organics may require a police report or other reasonably satisfactory evidence of theft before approving a claim.
Order Protection does not cover packages that were correctly delivered and subsequently misplaced, moved, retrieved by another member of the household or another authorized person at the delivery location, or otherwise cannot reasonably be established as stolen.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
WPO Order Protection does not cover loss, non-delivery, misdelivery, return to sender, or other delivery issues resulting from an incorrect or incomplete address provided by the customer.
Customers should review their shipping information carefully before completing an order and contact us as soon as possible if any corrections are needed.
Once an order has shipped, we cannot guarantee that an address can be changed or corrected.
Exclusions
WPO Order Protection does not cover:
• Delivery delays that do not result in the loss of the shipment
• Delays caused by weather, customs, carrier disruptions, or circumstances outside normal carrier operations
• Incorrect or incomplete addresses provided by the customer
• Packages that have been correctly delivered but subsequently misplaced
• Packages retrieved or moved by household members, neighbors, building staff, or other persons at the delivery location
• Claims for which reasonably requested supporting documentation is not provided
• Loss or damage resulting from fraud, abuse, intentional acts, or misuse of the Order Protection program
Other circumstances may be excluded when they fall outside the stated scope of WPO Order Protection.
Multiple or Repeated Claims
Customers with multiple claims involving lost, missing, or stolen packages may be required to use additional delivery safeguards for future orders.
These safeguards may include signature confirmation, delivery to a UPS or other carrier pickup location, delivery to an alternate secure address, or another secure delivery method.
Wholistic Pet Organics reserves the right to limit or discontinue a customer's eligibility to purchase or use WPO Order Protection where there is a pattern of repeated claims or evidence reasonably indicating fraud, abuse, or misuse of the program.
Approval of a previous Order Protection claim does not guarantee approval of any subsequent claim.
Claim Review
Wholistic Pet Organics reserves the right to review available information when determining whether a claim qualifies for coverage.
This may include information provided by the customer, tracking history, carrier delivery scans, photographs, GPS information, signature records, previous claims associated with the customer or delivery address, and other reasonably relevant information.
Wholistic Pet Organics reserves the right to deny a claim when required supporting documentation is not provided, when information provided with the claim materially conflicts with available carrier or delivery records, or when there is evidence of fraud, abuse, or misuse of the Order Protection program.
Resolution
Approved claims will be resolved at Wholistic Pet Organics' discretion by either sending a replacement order or issuing a refund to the original payment method.
Replacement orders are subject to product availability.
Approval and resolution of one claim does not create an obligation to approve or resolve future claims in the same manner.
If you have questions about WPO Order Protection or need to file a claim, please contact us at cs@wholisticpetorganics.com.
