So you ordered from Maev, here’s what to expect.When it comes to a raw food diet, safety comes first. To keep your products frozen, we pack each box with enough dry ice to last 3 to 4 days.

But if ship happens while your box is in transit, we’ve got your back. Use this guide to assess your delivery and file a claim for reshipment if needed.

Raw Food

How should my Raw Food arrive?

The food is totally frozen, and there’s still some dry ice in the box. Store the food in the freezer and leave the dry ice in a well-ventilated area to evaporate. Happy eating!
The food is totally frozen, and the dry ice has evaporated. Store the food in the freezer and get ready for Maev time. Happy eating!

What if my food has partially thawed?

If some or all of your food has defrosted, but is still cold to the touch, it’s 100% safe for your dog to eat. However, we’ve noticed that refreezing a thawed bag might cause pieces to cluster together, making it harder to serve.

If you’re unsatisfied with the thawed state of your bag, file a claim through our shipping partners at Route and we’ll reship your order for free.

What if my food is delayed or missing?

As dog owners ourselves, we know how inconvenient this is. Your dog deserves the absolute best, and we’re working quickly to fulfill your order. If your box spends more than 2 days in transit, you’re automatically eligible for a free reship.

We’re working on our end to sniff out these delays as early as possible. But if you beat us to the punch, file a claim through our shipping partners at Route and we’ll reship your order for free.

Bone Broth

How should my Bone Broth arrive?

Your Bone Broth should arrive as bite-sized frozen cubes in a freezer-safe jar. Store immediately in the freezer — it’ll keep for six months.

What if my broth has thawed?

It’s still 100% safe to serve as a meal topper within 4 to 6 days of arrival.

If you’d prefer your broth to keep longer (it stays fresh for six months if stored frozen), file a claim through our shipping partners at Route and we’ll reship your order for free.

Vitamin Bars

How should my Vitamin Bars arrive?

Each box contains 30 individually-wrapped Vitamin Bars. Simply store in your pantry at room temperature until vitamin time.

What if the package tracker says my bars are delayed?

If your vitamin bars arrive late, they’re still 100% safe to eat. Simply store in your pantry at room temperature until vitamin time.

However, if it’s five days past the expected delivery date and your box hasn’t arrived, no need to wait further. File a claim through our shipping partners at Route and we’ll reship your order for free.

What if my box was damaged in transit?

If your package got dropped or caught in the rain, file a claim through our shipping partners at Route and we’ll reship your order for free.

Shipping InsuranceLooks like I’m eligible for a reshipment. How do I file a claim?We’ve partnered with the shipping experts at Route to insure every box of Maev at zero cost to you. Follow these steps to file a claim, or contact Maev HQ and our team will do it for you.

1. Check your inbox for an email from Route. You should’ve received this after your box shipped.
2. Scroll down to the button labeled “Resolve an issue.” Follow the link to the “Resolution Center.”
3. Mark your item as “Damaged” and hit submit.
4. Your claim should be processed within 24 hours and will ship out on the next business day.

Start a ClaimContact Maev