Shipping policy
Shipping, Delivery & Pickup Policy
Effective August 23, 2026
We fulfill orders through frozen shipping, scheduled regional routes, local delivery, and pickup when those options are available at checkout. The selected method, fee, and available timing are shown before payment. Because we handle perishable products, customers share responsibility for accurate information, timely receipt, and immediate cold storage.
1. Order processing
Processing and fulfillment timing varies by inventory, destination, cold-packing requirements, route capacity, carrier schedules, holidays, and weather. A delivery or pickup date is an estimate until confirmed by West Texas Primal Bites. Orders may be held to avoid foreseeable weekend or holiday carrier delays.
Once an order has entered picking, cold packing, route planning, shipment, or pickup preparation, it cannot be changed or cancelled. All sales and fulfillment charges are final except as stated in our Return & Refund Policy.
2. Customer information and access
You are responsible for providing a complete and accurate name, email, phone number, shipping address, unit or gate information, and delivery instructions. Review the confirmation immediately. An address change is effective only when we confirm it in writing before processing.
You are also responsible for safe and lawful access to the delivery location, animals being secured, and any building, gate, parking, or pickup restrictions. Additional costs caused by an incorrect address, failed access, refusal, redirect, return, or re-delivery may be charged to the customer.
3. Frozen shipping
Carrier transit dates and delivery scans are estimates and are not guaranteed by West Texas Primal Bites. Track the shipment and arrange for someone to receive it. Bring the package inside promptly, inspect it, and transfer products to a freezer or refrigerator as appropriate.
If food is no longer frozen or refrigerator-cold, is unusually warm, leaking, swollen, damaged, or has an unusual odor, do not feed it. Photograph the unopened shipment, all sides of the box, insulation and coolant, each affected product, label and lot information, and the carrier label. Contact us within 24 hours of delivery and keep the product and packaging cold until we provide instructions.
Normal variation in dry ice, gel packs, frost, condensation, surface softness, or packaging appearance does not by itself establish that food is unsafe. When in doubt, do not feed the product and contact us.
4. Route delivery and meeting points
Route dates, order deadlines, cities, meeting points, and times are published on our Delivery Routes page. Times are local to the meeting location. Customers should arrive early with adequate cooler space and remain reachable by phone.
Traffic, weather, road closures, mechanical issues, demand, or safety conditions may alter a route or time. We will use the contact information on the order for material updates. A missed meeting or failure to collect an order does not create a right to a refund. Re-delivery or transfer to a future route, if offered, is subject to capacity, product condition, and an additional fee.
5. Local delivery
Local delivery windows are estimates. Unless otherwise arranged, delivery may be completed at the address or safe location provided. The customer is responsible for prompt receipt and cold storage. If no safe or lawful delivery can be made, we may return the order for later collection or reschedule it subject to availability and an additional fee.
6. Pickup
Wait for confirmation that an order is ready before traveling. Bring the order name or number and suitable insulated storage. Orders not collected within the confirmed window may be returned to inventory, moved, or disposed of if safety requires. Missed pickup does not create a right to a refund.
7. Delays and events outside our control
We are not responsible for delays or failures caused by carriers, weather, road conditions, government action, labor disruption, power or internet outages, mechanical failure, supplier interruption, or other circumstances outside our reasonable control. We will make reasonable efforts to communicate and protect product integrity. Remedies, if any, are determined under the Return & Refund Policy and applicable law.
8. Claims
Report a missing, incorrect, damaged, leaking, unusually warm, or otherwise questionable order within 24 hours of delivery or pickup. Email support@westtexasprimalbites.com or call 800-670-1754. Include your order number, delivery or pickup time, a description, and the photographs listed above. Do not discard or donate the product until instructed.
9. Contact
Email support@westtexasprimalbites.com or call 800-670-1754.