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Ordering & Account FAQ

Where do I start? Information on ordering, minimums and commitment to raw feeding.
Ordering:
Our Hare-Today.com website is the sole source for customer orders. Online ordering allows customers an easier means of placing orders, accurate records of inventory control and the most up to date shipping information.

Is there a minimum order?
10 lbs is the minimum for ordering frozen goods. This excludes dehydrated goods and supplements. Orders 30 lbs or under require 2 extra freeze packs. It is difficult to keep smaller quantities frozen during transit so by adding in extra freeze packs this will help keep the product cold. See Shipping FAQ and raw FAQ which I address thawing.

There are a couple reasons for the 10 lb minimum.

First, the majority of our raw foods are frozen. If we try to ship less then 10 lbs, it is almost impossible to keep products cold enough during shipping. The more products you have in a box, the longer it will take to start thawing.

There are NO exceptions to the 10 lb minimum for frozen foods shipping.

Second, raw feeding is a commitment. You can transition your dog or cat. Dogs are easier. Fast for 12 hours and offer the food. If your dog does not eat it within 20 minutes pick it up and put in fridge till next meal. A healthy dog will not starve themselves and will eat. You have to wait them out. Picky dogs are created. You have to do "tough love."

Cats can be more difficult. You can NOT starve a cat into eating. This is an excellent website for feeding cats: http://feline-nutrition.org/
Also, here is a one page PDF guide on how to transition a cat to raw feeding: http://feline-nutrition.org/one-page-guides/transitioning-to-a-raw-diet
What is your schedule for processing products and handling out of stock inventory?
Our processing schedule runs as follows:
Mondays and Tuesdays are our shipping days so we do not process on these days except for packaging some dehydrated treats.

Wednesdays we package all non ground items, such as hearts, trim, whole fish, meaty bones, etc. We also grind and package poultry, fish and occasionally some red meats such as goat, llama, and ground organs.

Thursdays processing is rabbit, beef, tripe, beef pancreas and pork.

Fridays are not a processing day. Fridays are farm related chores, facility maintenance, etc.

Process for out of stock inventory:
We work extremely hard at keeping all inventory in stock but we do run out occasionally and need time to get restocked. On the product pages you will see the quantities available. If you order more then the quantity listed you will not be able to check out. You can only order what we have in stock. I am no longer back ordering items because it is an inventory nightmare trying to keep track. Orders are done on a first come first serve basis.

If product is out of stock you can sign up for an email notification to be notified when product stock is updated. Click on request stock notification.

Please DO NOT EMAIL about stock. It will be added back to website as soon as more product is available. If an item is out of stock for more then a week this means it is unavailable at the present time.

For some items the demand exceeds supply such as tripe and pancreas. These items sell out on a weekly basis. The best way to get these items is to order immediately, once you are notified that the product has been added. Again, first come, first serve.
Do you have samples for me to try?
We cannot send samples due to being frozen food.
Ready to create an account? Or need to reset your password?
Create an Account:
Click to select "Create Account" in the upper right hand corner of our website. Enter your information to create your account profile. Here, there is also an option to subscribe to our newsletter which will keep you up to date on our business, education on raw feeding and so much more.

Need to reset your password?
Click "Questions? Ask Us!" in the upper right hand corner of our website. After you complete the form and hit "Submit" we will receive an email directly to info@hare-today.com which is the quickest way to reach us.
After we provide your temporary password, we strongly suggest updating your user information by logging into your account and selecting "Edit Account".
Do you offer an auto ship option?
We don't offer an auto ship as payment info is not stored, but to make it easy for reordering, login to your account, click my account and then you will see your order history.
Click on the box to the right to view orders and there is also a reorder this again link, top right, that adds items back to your cart. Then proceed through check out.
Do you offer custom orders not listed on the website?
We do not do custom orders.
All products are done ahead of time and you can only order what is in stock. Product quantities are listed on the product descriptions. I also have limited freezer space and limited time which is another reason we do not do custom orders.
How does my order stay frozen during transit? And how to avoid being charged an additional $5.00 shipping fee.
Two freeze packs and 5 lbs of dry ice are added per shipping box on orders that are 1-2 day transits and are over 31 lbs. There is no additional fee for this.

Four freeze packs and 8 lbs dry ice are added to orders that are under 31 lbs and/or are 3+ day transits. There is a packaging fee of $5.00 added to cover the additional costs of the extra freeze packs and dry ice needed.

To avoid the fee order at least 31 lbs of food, if you are a 1 or 2 day transit. If you are a 3+ day transit we have to use extra freeze packs and dry ice and this fee will be applied regardless of quantities ordered.
Ready to order? Here you will learn more about our shipping schedule and cut off dates.
Shipping Information:
We ship our frozen food on Monday and Tuesdays only through FedEx. You may also request a specific ship date in advanced by adding that date in the comments box at checkout, keeping in mind we only ship Monday and Tuesday.

Non-frozen items ship daily priority mail, Monday-Thursday each week.
Please note we need a physical address for shipping, NO PO boxes.

Additional information regarding box sizes can be found on our Shipping FAQ.

Cut Off Dates:
There is not a definitive cut off date or time on shipments. Do not expect your order to ship the day you order. All orders should be in at a minimum of 1 day prior to the next ship date.

More information is also listed on our Home Page - Shipping Info and Schedules.
Orders are completed on a first come, first serve basis. We can do about 200 boxes in a day. If we are over that amount by the time you place your order you will be scheduled for the following ship date.
Example: If you order on Sunday and we are at our max for Monday your order will ship Tuesday.
Do you have diffrent size packaging?
Most ground products have different options on sizes from 1, 2 and 5 lb fine ground and also 3 lb coarse ground.
If the product has these options there is a drop down menu that you can select the size and grind you want.
Our meaty bones and marrow bones have both a large and small size option. The non ground items do not come if different sizes.
Do you allow customer pick ups?
We are located in Springboro, PA 16435 if you want to map the distance.

Pick up orders are during business hours only and by appointment. There is a 10 lb minimum on all orders.

Business hours are Monday-Thursday, 6 am till 4 pm. Closed from 10:00 am - Noon for lunch. [Lunch hour varies depending on shipping and processing schedules] We are closed on Fridays.
Weekend pick ups are by appointment only and must be scheduled in advance, email info@hare-today.com to schedule a pick up prior to ordering.

Orders need to be placed online. Choose pick up at check out and put in comments box the day and time you want to pick up, keeping in mind the business hours. I will email to confirm and give driving directions.
Do you do bulk orders?
We try to keep product pricing as affordable as possible for everyone so we do not discount further. To maximize shipping costs the best way to order is in 55 lb increments.
Do you offer wholesale discounts?
I am sorry I do not. I try to keep product pricing as affordable as I can for everyone. In order for me to offer discounts on my products I would have to raise pricing and then offer a discount to a select few. This does not seem fair to me or to the majority of my customers that are end consumers and order direct.

If you are ordering ground meat/bone/organ the 5 lb packaging is .50 lb. less then the smaller packaging as it is less labor for us to package, which in turn will save you $27.50 per 55 lb order. You can repackage into smaller serving sizes and refreeze. See Raw Food FAQ.
Do you charge sales tax?
PA sales are charged 6% sales tax.
How do I change or cancel an order?
The only way to change or cancel an order is to email me so I can delete the existing order and refund payment. You would then need to redo the order with the items you want.

Shipping is based on weight of box so when you add or remove items the shipping cost changes. Also I need accurate records of what food is sent.
We do not store credit card info so we can not add items and bill. It has to be done on the website as 1 complete order.

We pack orders in advance and put boxes in freezer till the ship date. We then pull the boxes, add dry ice and tape up. If your box is already packed and in freezer it is extremely difficult to find so you must cancel before Saturday.

If you cancel Saturday or Sunday there will be a 10% restocking fee.
What is your return policy?
It's our goal to have 100% satisfied customers. However, because of the perishable nature of most of our products - we do not accept returns.
There was a mistake on my order?
If you did not receive the correct product, something ordered was omitted or there is damage - please contact us immediately. Take a couple pictures of the product and invoice, email them to us at info@hare-today.com.

If you can not take a picture please describe the issue. My employees raises are based on NOT making shipping errors so I need to know who packed the box. It is imperative that you tell me the initials on the invoice. A picture of the invoice is preferred. Email it to me at info@hare-today.com
Also if there is an error it messes up my inventory count so I need to adjust inventory.

Due to the cost of shipping I do not resend items but if you verify by picture that you received the wrong item I will refund the price of the item you did not receive.

Please contact us within 24 hours after receipt of your shipment.
How do coupons work?
Coupon codes are emailed to newsletter subscribers and also posted on our Facebook page the 1st of every month, if one is offered for that month.
I do not do coupon codes every month.
Coupons can only be redeemed 1 time per month per user account.
Coupons are not retroactive and will not be applied once an order is placed. You must apply the code at check out to use a coupon.