Visit http://www.fetchingfoods.com/faq/ for additional detail on shipping.
Reporting
Any issue with your order must be reported to us immediately, within 2hrs of delivery. You will need to send documentation, photos and/or videos so we can fully understand how to promptly respond. Minor package damage and defrosting does not warrant a replacement or refund.
Shipping Protection
You are automatically offered Shipping Protection at checkout. This provides gap coverage between what our carriers cover and the replacement cost. If you opt out of Shipping Protection, we do not cover any damage or losses as a result of the carriers. You can read more HERE.
Local Pick-Up and Local Delivery
If you’re a local, you can pick-up your order in our facility during the facility hours. The address and hours can be found on our website, www.fetchingfoods.com. We offer local delivery by courier for a fee. This option is shown during checkout for greater Las Vegas area addresses only. The local couriers are sent every Monday (including holidays) in the morning. You should expect your order to be delivered between 9a and 1p. The orders are delivered in a Fetching Foods bag that is not insulated. We recommend recovering your order immediately upon delivery, or provide a cooler or some sort of protection, especially during the summer months. Place the cooler outside of your door where the courier can deposit your order — put this instruction in your order.
Shipping Confirmation Email/Notifications
When your order ships you’ll receive a Shipping Confirmation email. Please check your SPAM folder if you don’t see it. This email contains the UPS or Waybill information to track your order once shipped.
Once we receive an order the processing starts. This includes setting up the box, making a label (you’ll often see Label Created for UPS), and more. If you use UPS’ On Track, they’ll often send emails or give updates that are disconnected from our process. Please look for the Fetching Foods email with the Shipping Confirmation email, then track the shipment through UPS’ system.
Air-Cargo
This is by far the fastest and most reliable shipping method. You can pick-up your order from the cargo station (usually at a remote area of the airport). There’s no TSA or other inconveniences, making pick-up a breeze. You will be given a WAYBILL number. Anyone with a valid government issued ID and the Waybill number can pick-up the package. It does not have to be you. Damage to air-cargo orders is usually promptly handled by the air-carrier.
If you opted for a courier, sometimes the air-lines will call to alert you that your order has arrived and is ready for pickup. They are not aware that we are coordinating a courier in the background. You can disregard that call, if it happens. When your shipment is collected by the Courier (Roadie), they will send you a text or email to let you know a delivery is coming. They also have an app that’ll let you track the delivery, Uber-like.
UPS
Orders shipping UPS go out on Mondays, unless it’s a UPS holiday (eg 4th of July, Christmas, Memorial Day, etc). If Monday is a UPS holiday, we will ship on the next non-holiday day.
If you live in a state near Nevada, we can ship your order on Tuesday or Wednesday, if it’s ready. This will depend on transit time. If, for example, we can ship your order on Wednesday and it’ll arrive by Friday, we’ll usually do that. Providing we have sufficient dry ice remaining and your order’s ready to ship. What we are trying to avoid are transit delays that result in your shipment being held over the weekend (not everywhere has Saturday deliveries) in a hot trailer where your food can be heat-damaged. If we feel it’s safe to ship, we’ll send it.
The speed of delivery (3-day select, 2nd Day, Next Day Air, ground) determines how quickly your order arrives -once- shipped. It does not change the processing time.
Correct Addresses
It is your responsibility to ensure the Shipping Address is correct. We are not responsible if an order is shipped to an incorrect address due to an input error on your part.
APO/PO Boxes
Because we’re shipping perishable products, we cannot ship to APO or PO Boxes.
International Orders
Fetching Foods only ships to domestic USA addresses, including Alaska and Hawaii. We do not ship to Puerto Rico, Guam, or other US Territories.