Email [email protected] within 72 hours of delivery with your order number, what happened and photos where possible. For specific problems, see My order arrived thawed, My order arrived damaged, Wrong, missing or substituted items and My package is late. We reply to every message, usually within 24 hours on business days.

Ship-date changes and holds can be requested within 2 hours of placing your order — email [email protected] with your order number and the date you’d like. If you’re ordering for an event, include the event date and we’ll do our best to time your shipment, though we can’t guarantee delivery dates.

Yes, within 2 hours of placing your order. Email [email protected] with your order number and what you’d like to change or cancel. Cancelled orders are refunded to your original payment method; refunds can take up to 10 business days to appear.

After 2 hours, your order is being prepared for shipping and we can’t change or cancel it. Because our products are perishable, we can’t accept returns.

Missing items: check the whole box first — items are sometimes packed under the liner or ice packs. If something is still missing, email [email protected] with your order number and the missing items, and we’ll reship or refund them.

Wrong items or flavors: email us with your order number and a photo of what you received. There’s no need to send anything back — the items are perishable, so please keep them. We’ll send the correct items or refund them.

Substitutions: we never substitute an item without asking. If something in your order runs out before it ships, we’ll email you first with options — a similar item or a refund for that item.

Our store runs on Shopify, which is used by millions of businesses worldwide and is certified PCI DSS Level 1 — the highest standard for handling card payments. Your card details are processed by Shopify’s secure checkout and are never stored by DeliveredCold. We only access the information we need to fulfill and support your order.

• Enter your code in the discount code box at checkout. Codes aren’t applied automatically.

• Your order must still be at least $99 after the code is applied.

• One code per order — codes can’t be combined.

• Welcome code: when you sign up for our emails, we send you a code for 15% off your first order. If you don’t see it, check your spam or promotions folder, or email [email protected] and we’ll resend it.

• Codes we send you after a support case are single-use and work on a future order.

We don’t offer scheduled delivery dates, but here’s what you can expect:

• Orders placed before 11 AM CT on Wednesday ship on Thursday.

• Orders placed after 11 AM CT on Wednesday ship by the following Monday.

• Once shipped, delivery usually takes 1–3 business days.

• We don’t ship or deliver on weekends.

Planning for an event? We recommend ordering so your box arrives at least 2 days early. Many of our products can be kept frozen or refrigerated until you need them. If your order is for a specific date, reply to your order confirmation or email [email protected] with your order number and event date, and we’ll do our best to time it — though we can’t guarantee delivery dates once your box is with the carrier.

Please double-check your shipping address before you order: an incorrect or incomplete address can delay your delivery, and we can’t ship to PO Boxes.

Every product is different, so this information is on each product’s page, where the seller provides it. If you can’t find what you need, email [email protected] with the product name and we’ll check with the seller for you.

Our sellers restock on their own schedules, so we often don’t have a firm date. To hear as soon as an item is back, click Notify me when available on the product page and enter your email. We’ll let you know the moment it’s back in stock.

If an item in an order you’ve already placed runs out before it ships, we’ll contact you before shipping to offer a substitute or a refund for that item.

We’re picky about who sells on DeliveredCold. We look for:

• Quality first: brands known for great taste and freshness.

• Something different: unique finds, from small-batch ice cream to handcrafted meats.

• Sustainable choices: regenerative farms, pasture-raised poultry, and allergen-friendly and gluten-free makers.

• Something for everyone: a wide range of foods and dietary needs.

Your food is stored in our cold-storage facility in Central Texas, built to run efficiently while keeping everything at peak freshness. Boxes are packed in a 36°F cooler and stored at –10°F until the carrier picks them up.

• Boxes: mostly made from recycled materials and recyclable — please put them in your recycling bin.

• Liners: we use plant-based liners instead of traditional plastic whenever possible.

• Foam coolers: in extreme weather or for long distances, we use foam coolers to keep your food at the right temperature.

We want to deliver great frozen food with as little waste as possible:

• Recycled and recyclable boxes wherever we can, and plant-based liners when the weather and distance allow.

• Energy-efficient facilities, with electric forklifts and hand trucks instead of propane.

• Smart packing: our system sizes each box to its contents to cut down on filler. We only add paper or plastic filler when it’s needed to keep items from shifting.

• Order what you need: you choose the quantities, so less food goes to waste in the freezer.

• Order minimum: every order must be at least $99 after any discount codes are applied.

• Free shipping: orders of $129 or more, after discount codes, ship free to the lower 48 states.

• Orders between $99 and $129 pay a flat $24.99 for shipping, and you see it before you pay.

• Some bulk items may add their own shipping. They’re marked “Shipping added at checkout”, and you’ll see the charge before you pay.

1. Go to the sign-in page on deliveredcold.com.

2. Click Forgot your password? and enter the email you used to order.

3. We’ll email you a link to reset your password.

4. The email can take a few minutes — check your spam or promotions folder.

Still stuck? Email [email protected] from the email address on your account and we’ll help.

We want you to love what you order. If a product didn’t meet your expectations — taste, size, quality, or not matching the description — email [email protected] with your order number and what wasn’t right. We read every message, share feedback with our sellers, and will work with you on a fair resolution.

If you’re not sure what to expect from a product, check its product page: some items, like portioned fillets, are packed in a particular way by the seller.

We remove products from sale before they get close to their expiration date. If an item arrives expired, or with too little time left to enjoy it, email [email protected] with your order number and a photo of the date. We’ll send a replacement or refund it — your choice.

Frozen food keeps best at 0°F or below. Check each product’s page for storage guidance.

If your box or items arrived damaged — a crushed box, torn packaging, broken items:

1. Take photos of the outside of the box, the packaging and the damaged items.

2. Email [email protected] within 72 hours of delivery with your order number and the photos.

We’ll review it and, depending on what happened, reship or refund the damaged items. If the carrier damaged your package, the photos also help us file a claim with them.

We test our packaging throughout the year and adjust it for the season, and it’s normal for frozen items to partly thaw in transit. Products that need refrigeration are safe to enjoy as long as they arrive cool to the touch.

If your food arrived warm or you don’t believe it’s safe to eat:

1. Don’t throw anything away yet.

2. Take photos of the outside of the box, the packaging inside and the affected items.

3. Email [email protected] within 72 hours of delivery with your order number and the photos.

Our Cold Promise: if your order arrives thawed and unsafe to eat, and you tell us within 72 hours with photos, we’ll make it right — usually with a reship or a refund for the affected items.

Because our products are perishable, we can’t accept returns. If something isn’t right with your order, email [email protected] within 72 hours of delivery and we’ll do our best to make it right.

We stand behind every order. If something isn’t right — your order arrived late and spoiled, thawed and unsafe, damaged, incorrect, or with items missing — contact us at [email protected] within 72 hours of delivery, with your order number and photos of the box and the affected items.

We review every case individually. Depending on what happened, we may reship the affected items, refund them, or both. Refunds go back to your original payment method and can take up to 10 business days to appear on your statement.

Because our products are perishable, we can’t accept returns. See What is your return policy?

Check your tracking link first — it has the carrier’s latest estimate. Weather and carrier volume sometimes add a day or two.

If your package is more than a day late, or tracking hasn’t moved, email [email protected] with your order number. We’ll check with the carrier and keep you posted. When your package arrives, look it over: if a delay left your food warm or unsafe, send us photos within 72 hours and we’ll make it right (see My order arrived thawed or warmer than expected).

Most orders ship on Thursday or the following Monday, depending on when they’re placed (see How far in advance should I place my order?), and you’ll get tracking by email once your box ships.

Your order may also be waiting because:

• An item is out of stock — we’ll email you with options before we ship.

• We can’t ship to the address (for example, a PO Box) — we’ll email you for a new address.

• We’re running behind — if your ship date changes, we’ll email you the new date.

If it’s been more than a week since you ordered and you haven’t heard from us, email [email protected] with your order number.

As soon as your order ships, we’ll email you a tracking link. Click it to see where your package is and when it’s expected. Can’t find the email? Check your spam or promotions folder, or email [email protected] with your order number.

We can’t deliver to PO Boxes, APO/FPO addresses, Amazon Hubs or lockers, because our food is perishable. If an order comes in with a PO Box, we’ll hold it and email you for a physical address.

We ship to homes, businesses, venues and apartment buildings. Please don’t ship to a USPS, UPS or FedEx facility, where the food may spoil.

Shipping to a hotel, venue or hospital? Include both the recipient’s name and the venue’s name in the address, and let the venue know a perishable package is coming. We can’t be responsible for packages a venue refuses.

We ship from our facility in Central Texas to the contiguous United States. We don’t ship to Alaska or Hawaii.

Not at this time — we ship within the United States only.

Delivery dates: our shipping times are estimates, not guarantees. Once your box is with the carrier, weather, high volume and other events can affect delivery. Most carriers deliver between 8 AM and 10 PM, and they decide where to leave a package; we don’t require a signature.

Delays: if your package is late, see My package is late. If a delay leaves your food warm or unsafe, contact us within 72 hours of delivery with photos and we’ll review it case by case.

Busy seasons: around holidays we may ship your order a little earlier or later than estimated, so it arrives in the best condition.

Address changes and cancellations: within 2 hours of placing your order. Please check your shipping details before you order and in your confirmation email.

Returns: we can’t accept returns of perishable food. If something isn’t right, contact us within 72 hours of delivery.

Yes — within 2 hours of placing your order. Email [email protected] with your order number and the new address as soon as you can.

After 2 hours, your order is already being prepared and we can’t change the address. Once it ships, we can ask the carrier to redirect it, but we can’t guarantee they will. Please double-check your address before you order.

1. Check around your home — porches, side doors, garages, mailrooms and with neighbors.

2. Confirm the shipping address on your order confirmation.

3. Carriers sometimes mark a package delivered a little early — wait until the end of the day.

If it still hasn’t turned up by the next business day, email [email protected] with your order number. We’ll open an investigation with the carrier and work with you on a resolution.

Most orders ship on Thursday or Monday (see How far in advance should I place my order?) and arrive 1–3 business days after they ship. Weather, carrier volume and holidays can add a day or two. If your order is delayed, we’ll let you know.

After your order ships, delivery time depends on where you are:

• 1 day: most of Texas.

• 2 days: neighboring states across the South and central U.S.

• 3 days: the rest of the contiguous U.S., including the West Coast, Mountain West, Upper Midwest, Northeast and Florida.

Every box is packed for the items inside it, so your food arrives fresh. Most items ship frozen with dry ice or ice packs, in an insulated liner or cooler chosen for the season and the distance.

It’s normal for frozen products to partly thaw in transit, as noted on their product pages. Products that need refrigeration are safe to enjoy as long as they arrive cool to the touch. If something arrives warm or you’re unsure it’s safe, see My order arrived thawed or warmer than expected.

Dry ice safety: never touch dry ice with bare hands. Leave it somewhere well ventilated (outdoors is best) to dissipate, or leave it in its wrapping in an empty sink or container to protect your surfaces. Never put dry ice in a sealed container, and keep it away from children and pets.

• When am I charged? At checkout, when you place your order.

• Which payment methods do you accept? Our checkout is powered by Shopify, so you can pay with any method shown at checkout, such as major credit and debit cards and Shopify’s express payment options.

• Sales tax: prepared foods are taxed; raw and uncooked foods are not. Any tax on your order is shown at checkout before you pay.

• Refunds go back to your original payment method and can take up to 10 business days to appear.

• A charge you don’t recognize? Email [email protected] with the date and amount and we’ll look into it.