Shipping Policy

Last updated October 7, 2026

From Lakeland, Florida to your dog's treat jar. Here is what to expect when ordering from NIXIVA.

Processing and shipping times

We generally prepare paid, verified, in-stock orders within one business day. Business days are Monday through Friday, excluding holidays. Weekend and holiday orders begin processing the next business day. Processing is separate from transit time. Promotions, weather, verification issues or unusual volume may cause delays; we will communicate material delays and provide choices required by law.

Where we ship

We currently ship within the United States, including all 50 states, where the selected checkout service is available. International shipping is not currently offered. For P.O. boxes or APO, FPO or DPO addresses, contact us before ordering if checkout does not offer a suitable service. These destinations may require USPS and additional transit time.

Rates and delivery options

Standard: $4.95; free when the merchandise subtotal is over $35 after discounts. Estimated transit: 2–5 business days.
Priority: $8.95. Estimated transit: 2–3 business days.
LAUNCH26: $18.98 off, the value of one jar, including orders with 3- or 5-jar packs. Standard shipping is free when the merchandise subtotal is at least $18.98 after the discount; otherwise it costs $4.95. Priority remains $8.95. One use per email and IP address; the offer expires 30 days after activation.

The rates and options shown at checkout apply to your order. Estimates are not guarantees and vary by destination and carrier. We generally use USPS or UPS; the service depends on the shipment. Future rate changes do not add fees to an already accepted order.

Subscriptions

Shipping is included in the recurring total disclosed before subscription checkout. Recurring charges can differ from the initial order when an introductory coupon or shipping promotion ends, or when the initial cart includes one-time items. Review the recurring total before enrolling. Subscription shipments follow successful payment and the same processing and delivery policies. See subscription and cancellation terms.

Tracking and split shipments

We email shipment information to the address on your order when it ships. Tracking may take time to show movement after label creation. If we split an order, packages may have separate tracking numbers; we will not charge additional shipping solely because we chose to split it.

Addresses, changes and cancellations

Check your name, street, apartment or unit, city, state and ZIP code. Contact us immediately about corrections or cancellations. Changes cannot be guaranteed after processing begins, and a shipped order cannot be canceled or reliably redirected.

If an incorrect address, refusal or failure to collect a package causes its return, we will review the situation with you. Original shipping is generally not refundable for customer-caused delivery problems. Reasonable reshipping or carrier correction charges may apply if disclosed and agreed before re-shipment. This does not limit remedies for our errors or mandatory rights. Contact us before refusing a package as a return.

Delayed, missing or delivered-but-not-found packages

Weather, holidays, carrier disruptions and routing can cause delays. Contact us if tracking stalls. If a package shows delivered, check usual delivery locations and ask household members or neighbors. A scan can precede the package being located; allow up to 24–48 hours where appropriate, then contact us and the carrier if it remains missing.

Please report apparent loss within 30 days of expected delivery so we can investigate while records are available. We may request reasonable information for a carrier investigation. Tracking is evidence, not an automatic denial of a claim. Confirmed loss in transit will be addressed with replacement or an appropriate refund. Suspected theft after delivery is reviewed individually, and we will assist with available carrier information. Nothing here requires waiting beyond applicable legal delivery or refund deadlines.

Damage, incorrect items and food safety

Report incorrect products, damage or compromised seals within 7 days of delivery if possible. Include your order number, description, and photos of the box, product, seal and batch information. Keep items and packaging until advised; the carrier may need evidence. Do not feed products that are open, tampered with, contaminated, leaking or unsafe.

When transit damage or our error affects a product, we generally replace it without additional cost or refund the affected item if replacement is unavailable. Outer-box damage alone does not normally require replacement if contents and seals are intact. Reporting requests do not override legal rights.

Storage, availability and test orders

Retrieve packages promptly and follow storage directions. Freeze-dried treats are shelf-stable when properly stored, but damaged packaging should be reported before feeding. Preorder or backorder timing will be disclosed when offered. If we cannot meet a promised shipping timeframe, we will provide notice and required consent-to-delay or cancellation/refund options.

Orders clearly labeled sandbox or test are not live purchases and are not shipped. For live returns and refunds, see our refund policy.