Shipping, returns & ordering policy
Everything you need to know about how orders are placed, shipped, received, and returned. Clear terms, no surprises.
Last updated: October 27, 2026
Placing an order
Orders are placed through the retailer portal by approved wholesale accounts. Wholesale pricing is visible only after your account is approved.
- Products are sold in the case quantities shown in the catalog.
- Every order is reviewed and confirmed by our team before it ships. If an item is short or unavailable, we contact you before charging for it.
- Minimum order amounts and any free-freight thresholds are confirmed with your account at approval.
How orders ship
Orders ship from our distribution centers in Houston, Texas and New Haven, Connecticut, from whichever location is closer to your store.
| Order size | Method | Typical transit |
|---|---|---|
| Cases and mixed boxes | UPS or FedEx Ground | 1–4 business days after shipping |
| Pallet orders | LTL freight carrier | 2–5 business days after pickup |
Orders typically leave our distribution center within 1–2 business days of confirmation. A tracking number is emailed for every shipment.
Service area
We currently serve independent retailers in 32 states, with coverage expanding. If you are unsure whether we ship to your location, call or text (347) 433-8810 before you apply.
Receiving your order
Please inspect every shipment when it arrives.
- Parcel: check box count and condition against your packing slip.
- LTL freight: count pallets and note any visible damage on the delivery receipt before signing. Freight signed for as "clean" is very difficult to claim later.
Damaged, missing, or incorrect items
Send your order number, photos of the damaged items and packaging, and the packing slip to our team. Once confirmed, we will ship a replacement or issue a credit to your account.
Returns
- Returns require a Return Authorization (RA) from our team. Shipments returned without an RA cannot be accepted.
- Unopened, resaleable, non-perishable items may be returned within 30 days of delivery. A restocking fee may apply.
- Food, treats, and other consumables cannot be returned unless they arrived damaged, defective, or incorrect.
- Items returned because of our error are credited in full, including shipping.
Payment
Accepted payment methods are confirmed when your account is approved. Net payment terms may be offered to established accounts after credit review.
Questions
For anything related to an order, call or text (347) 433-8810 or use the contact form.