Returns & Refunds

1. Returns & Product Integrity

At Raleigh Reserve™, every portion is thoughtfully prepared, carefully packaged, and kept frozen to preserve its quality from our kitchen to your cat’s bowl.

Because our cuisine is fresh-frozen and perishable, we cannot accept physical returns once an order has been delivered or collected. This precaution protects the quality and food-safety standards we maintain for every cat we serve.

Our Commitment to You

Should your order arrive damaged, incorrect, or with concerns about its freshness, packaging, or condition, please contact Raleigh Reserve™. We will carefully review the circumstances and determine an appropriate resolution, which may include a replacement, refund, or store credit.

Although returned food cannot be placed back into inventory, your satisfaction and your cat’s well-being remain important to us. This policy does not limit any rights or remedies available under applicable law.

Prepared with care. Served with confidence.

2. Delivery Problems & Order Discrepancies

At Raleigh Reserve™, we take great care to ensure that every order arrives accurately, safely, and in the condition intended.

If your delivery arrives with damaged packaging, missing portions, an incorrect recipe, or concerns regarding its frozen condition, please notify us as soon as possible, preferably within 24 hours of delivery.

When contacting us, kindly include your order number, a brief description of the concern, and photographs of the affected product or packaging when available. This information allows us to review the circumstances promptly and provide thoughtful assistance.

Our Resolution Commitment

When a delivery or fulfillment error is confirmed, we will offer a replacement of the affected items at no additional charge or a refund for those items, according to your preference.

Replacement deliveries will be arranged at the earliest mutually convenient opportunity, subject to product availability.

For food-safety reasons, affected products do not need to be returned. If a portion arrives warm, leaking, or otherwise appears unsafe, please do not serve it to your cat. Contact us for appropriate guidance regarding disposal.

We encourage prompt reporting so that we can investigate delivery conditions accurately. Concerns reported after 24 hours will still be reviewed individually, taking into account the circumstances and applicable consumer rights.

Our responsibility is not simply to deliver your order, but to deliver it with the care and confidence you expect from Raleigh Reserve™.

3. Missed deliveries

Every order is handed off in person. If no one is home, we bring the order back and keep it frozen for 7 days. To reschedule, reply to our message; a re-delivery fee equal to your area's delivery fee applies. Orders not rescheduled within 7 days are closed without a refund.

4. Recurring orders

You can skip, pause, change or cancel from your account or the link in your reminder email. Changes apply to deliveries that haven't been prepared yet. Once a delivery has been prepared, it can't be cancelled or refunded.

5. When Your Cat Doesn’t Take to It

Every cat has individual tastes, familiar routines, and preferences all their own. Some welcome a new flavor immediately, while others appreciate a little time to become acquainted.

At Raleigh Reserve™, we understand that introducing something new to your cat’s bowl is a thoughtful decision, and we’re grateful for the opportunity to be part of that experience.

Our Approach to Feline Preferences

Because our cuisine is freshly prepared and frozen, a cat’s individual preference or reluctance to enjoy a particular recipe does not automatically qualify an order for a refund or replacement.

However, we welcome you to contact us if your cat isn’t taking to their cuisine. We’ll gladly offer suggestions for introducing the recipe gradually, adjusting its presentation, or exploring another selection that may be more appealing.

Where appropriate, Raleigh Reserve™ may extend a courtesy replacement, store credit, or refund following an individual review of the circumstances. Such accommodations are discretionary and do not establish an ongoing satisfaction guarantee.

We encourage families discovering Raleigh Reserve™ for the first time to begin with a smaller selection, allowing their cats to become familiar with our cuisine before purchasing larger quantities.

Above all, we believe a cat’s preferences deserve understanding, and every customer deserves a thoughtful response.

Because every cat has a taste of their own.

6. After delivery

Once delivered, keep portions frozen and follow our How to Serve guidance. We can't replace food that thawed or was stored incorrectly after hand-off.

7. Refund timing

Refunds go to your original payment method. Most banks post them within 5–10 business days.