Your food is packaged with the utmost care. Our goal is for each and every customer to receive their food in great condition and nice and cold, just as it is when it leaves Paleo On The Go’s door. If your package is damaged in any way, please let us know within two (2) business days. Please include pictures and as many details about the packaging, shipping container, and food as possible as this helps us to continually improve our process.

Although it’s rare, and mostly out of our control, slight thawing may occur during transit. If any of your items appear thawed or damaged, please check the temperature of those items. Your meals are safe to consume or refreeze if they are cold to the touch; more precisely, 41°F or less. Re-freeze these items if you’d like, or follow instructions for refrigerated food. Upon receipt of your delivery, make sure to freeze or refrigerate as soon as you are able. If you won’t be home until late on the date of the delivery, please make arrangements for someone to bring the order inside and place it in the refrigerator or freezer.

If you have any special instructions regarding a delivery date or delivery address, please include all the information in the comments area at checkout. You must provide a physical address. A P.O. Box™ will be rejected by our shopping cart system.

Damaged and Lost Packages:

Route is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. Route is the only way we can ensure replacement or refunds for packages lost, stolen or damaged in transit.

Purchased Route+ and need to file a claim? File here

Please note the following for each order covered by Route Package Protection:
(1) Claims need to be submitted within 15 days of the delivery date
(2) Refunds via Route are only able to be processed through Paypal
(3) Replacements are available for damages equivalent to the value of $75 or more. Any damages less than that will qualify for a refund

Further information regarding Route’s terms and conditions are listed here: https://route.com/terms-and-conditions

Orders placed before 3 PM ET will ship within 2 business days. (Many ship the same day!) Have any questions? Reach out to us at realfood@paleoonthego.com or 855-447-2536.

We strive to offer great service and to accommodate our customers’ requests whenever possible. The POTG team works hard to deliver on our commitment to providing our same-day service. If you have any order modifications, including cancellations, please let us know as soon as possible. Once an order has been processed and has left our building, it is out of our hands and there is no way for us to intervene. If you’ve already received a tracking number, your order has already been processed and cannot be changed.

*Rates are based on standard cooler sizes and estimated number of coolers based on weight. We have increased our cooler sourcing which may affect the number of coolers needed for your order. We assure you, rates for your order remain the same for two small coolers or one large cooler based on weight and additional dry ice.