Frozen Shipping Agreement

Terms, Conditions and Frozen Shipping Policy

Please read carefully before placing an order. Primal Pints is a frozen, perishable product and requires immediate customer attention upon delivery.

Frozen Shipping Agreement

By placing an order with Primal Pints, the customer acknowledges and agrees that they are purchasing a frozen, perishable food product that requires careful handling, immediate retrieval upon delivery, and proper freezer storage. Frozen shipping includes risks outside of Primal Pints’ direct control, including carrier delays, weather conditions, incorrect addresses, delivery access issues, unattended packages, and customer handling after delivery.

Primal Pints carefully packs each frozen order using insulated packaging and, when applicable, dry ice to help maintain frozen temperatures during transit. However, because frozen products are highly temperature sensitive, the customer is responsible for understanding and following all delivery, storage, and handling instructions listed on this page.

Shipping Days

Primal Pints ships frozen orders Monday through Wednesday only. This schedule is designed to reduce the risk of frozen packages sitting in carrier facilities over the weekend.

  • Orders may ship Monday, Tuesday, or Wednesday.
  • Orders placed after Wednesday at 12:00 PM CST may be held until the following Monday.
  • Shipping schedules may change due to holidays, weather, carrier delays, product availability, or operational needs.
  • Primal Pints reserves the right to delay shipment if doing so helps protect product quality.

Eligible Shipping Regions

Primal Pints only ships to select regions where we believe frozen delivery is more reliable based on transit time and delivery conditions.

  • If your address is not eligible at checkout, we currently do not ship to your location.
  • Customers are responsible for entering a valid shipping address within an approved delivery region.
  • We do not recommend shipping to PO boxes, unattended mailrooms, or addresses where the package cannot be retrieved quickly.
  • Regional availability may change at any time based on carrier performance, weather, and operational capacity.

Customer Delivery Responsibilities

Once an order is shipped, the customer is responsible for actively monitoring tracking information and making arrangements to receive the package immediately upon delivery.

  • The customer must monitor tracking updates from the carrier.
  • The customer must be available to retrieve the package as soon as it is delivered.
  • The customer must bring the package indoors immediately upon delivery.
  • The customer must place all ice cream into a freezer within 1 hour of arrival.
  • Primal Pints is not responsible for melting, softening, theft, damage, or spoilage caused by packages being left outside, left in warm areas, missed by the customer, or stored improperly after delivery.

Address Accuracy

Customers are fully responsible for entering the correct shipping address at checkout.

  • Please double-check your name, street address, apartment or unit number, city, state, ZIP code, phone number, and email address before placing your order.
  • Primal Pints is not responsible for failed deliveries due to incorrect, incomplete, or undeliverable addresses entered by the customer.
  • Orders shipped to incorrect addresses are not eligible for refunds, replacements, or credits.
  • If an address needs to be changed, the customer must contact us immediately before the order ships. Address changes are not guaranteed once fulfillment has begun.

Dry Ice Safety

Frozen orders may contain dry ice. Dry ice is extremely cold and must be handled carefully.

  • Do not touch dry ice with bare hands.
  • Keep dry ice away from children and pets.
  • Do not ingest dry ice.
  • Do not place dry ice in airtight containers.
  • Allow remaining dry ice to evaporate in a well-ventilated area.
  • Use gloves or protective material if handling packaging that contains dry ice.
  • Customer assumes responsibility for safe handling and disposal of dry ice after delivery.

Product Condition Upon Arrival

Frozen shipping is different from standard grocery pickup. Some softening may occur during transit, especially during warmer months.

  • Slight softening does not automatically mean the product is unsafe or unusable.
  • If the pints are cold to the touch and still partially frozen, they should be placed in the freezer immediately.
  • Texture may vary after transit due to natural melting and refreezing.
  • Primal Pints does not guarantee that products will arrive in the exact same condition as they leave our facility.

No Refunds, Returns, or Cancellations

Because Primal Pints is a frozen, perishable food product, all sales are final once an order is placed.

  • We do not accept returns.
  • We do not offer refunds for customer address errors.
  • We do not offer refunds for packages left outside after delivery.
  • We do not offer refunds for minor softening or texture changes during transit.
  • We do not offer refunds for customer failure to retrieve or freeze the product in time.
  • We do not offer refunds for delays caused by shipping carriers, weather events, holidays, or circumstances outside our control.

Carrier Delays & Weather

Once an order leaves our facility and is transferred to the shipping carrier, transit operations are outside of Primal Pints’ direct control.

  • Carrier delays may happen due to weather, holidays, staffing, routing issues, mechanical problems, or other disruptions.
  • Extreme heat, storms, and regional delays may affect frozen package performance.
  • Primal Pints may delay shipping during severe weather to help protect product quality.
  • Primal Pints is not responsible for melting or spoilage caused by carrier delays or weather events outside our control.

Damaged or Compromised Orders

If your order arrives severely damaged or appears completely compromised, please contact us within 12 hours of delivery.

  • Photos of the outer box are required.
  • Photos of the inside packaging are required.
  • Photos of the product condition are required.
  • A photo of the shipping label may be required.
  • Claims submitted after 12 hours may not be reviewed.
  • Primal Pints reviews these situations on a case-by-case basis and does not guarantee refunds, replacements, or credits.

Customer Agreement

By placing an order, the customer confirms that they have read, understood, and agreed to these Terms and Conditions.

  • The customer understands that Primal Pints is a frozen, perishable product.
  • The customer agrees to monitor tracking and retrieve the package immediately.
  • The customer agrees to place the product in the freezer within 1 hour of delivery.
  • The customer agrees to safely handle and dispose of dry ice.
  • The customer accepts responsibility for incorrect addresses, missed deliveries, delayed retrieval, improper storage, and failure to follow handling instructions.

Important Final Notice

Primal Pints takes great care in preparing and packing each frozen shipment. However, by ordering, the customer accepts the risks associated with frozen delivery and agrees that Primal Pints is not liable for failed delivery outcomes caused by customer error, carrier delays, weather conditions, unattended packages, incorrect addresses, improper handling, or failure to freeze the product promptly after arrival.