Frequently Asked Questions

Shipping, Ordering & Returns

  • A 15-pound minimum ensures that all products remain as cold as possible during transit.

    Orders containing frozen products weighing less than 15 pounds will be canceled and subject to a 3% transaction fee, as we can't ensure they will remain cold upon arrival.

    All raw products will be shipped frozen.

    The only items exempt from the frozen shipping minimum are: Air-Dried treats, side pieces, and opting for pickup.

  • All of our food products except Air-Dried Treats and Dehydrated Treats are shipped frozen to ensure freshness and quality. To keep our frozen products at peak condition during shipping, there is a 15 lb minimum order requirement for all frozen items.

    Orders containing frozen products weighing less than 15 pounds will be canceled and subject to a 3% transaction fee, as we can't ensure they will remain cold upon arrival.

  • Some thawing is expected during transit. If your order arrives partially thawed, it is safe to feed, refreeze or store in the refrigerator.

    Per the USDA, meat that is partially thawed can be re-frozen as long as the internal temperature is not above 40 degrees.

    We pack our orders adequately to make it through transit, however carrier delays are out of our control.

    If your order arrived thawed, above refrigerator temperature, please take photos and send them to: support@therawconcierge.com

    DURING SPRING/SUMMER (MAY-SEPT), WE WILL NOT GUARANTEE ORDERS TAKING 3+ DAYS IN TRANSIT THAT HAVE NOT UPGRADED THE SHIPPING FROM GROUND OR FLAT RATE. ORDERS THAT HAVE SHIPPING UPGRADES WILL ADHERE TO THE NORMAL RETURN PROCESS.

  • Once you place an order, it is immediately reviewed and becomes part of our weekly production schedule. We don’t pull products from a shelf or pre-make them in advance—everything is made to order.

    Our workflow is hands-on and detailed:

    • We source fresh meat, organs, and fish from multiple trusted suppliers nationwide.

    • Some suppliers ship only on specific days, and shipments may arrive later in the week.

    • Ingredients are unpacked, inspected, and moved directly into preparation.

    • Bones are cut fresh, meat is hand-trimmed, and ingredients are prepared for raw blends, air-dried treats, dehydrated products, and bone broth.

    Each product has its own timeline:

    • Bone broth: approximately 3 days

    • Air-dried products: 2–5 days

    With a small team of four producing over 100 products and handling more than 1,000 pounds of meat per week, this careful workflow ensures every order meets our standards for freshness, quality, and species-appropriate nutrition.

    Orders ship Monday–Wednesday from Mesa, AZ. East Coast orders ship Mondays only to avoid delays over the weekend. While we continue monitoring production on weekends, our estimated in-house production time is 7–10 business days (Monday–Friday, excluding holidays).

    This estimated timeline allows us to prepare every order with the care and attention it deserves, ensuring your pet receives the freshest, highest-quality products possible.

  • We ship to 49 states, excluding Washington state. For transit times longer than 3 days we recommend to upgrade your shipping, especially in the summer months.

  • Various carriers are used to ensure your order arrives as quickly as possible, as we only ship frozen orders Monday through Wednesday. We use a combination of UPS, GLS, or USPS.

  • Washington state requires sellers to register and pay a fee for each individual product sold in the state. With over 100 unique products in our line, and new products added monthly, unfortunately it isn't feasible for us at this time.

  • While we do our best to ship your complete order, treats may be shipped separately. This happens when some items take longer to process than others or to ensure your raw order fits securely during transit.

  • Unfortunately, no. We are not a retail store and everything is made to order.

  • We now offer local delivery from our location in Mesa, Arizona.

    Orders must meet a $100 minimum and be located within 25 miles of our Mesa shop.

    In house processing time still applies, 7-10 business days after receiving the order. Orders will be delivered on a Friday and an email will be sent prior to confirm delivery date and time.

  • At The Raw Concierge, your experience matters to us, and we are committed to your satisfaction with every order.

    If you experience an issue with a product upon opening, please reach out to us via email at support@therawconcierge.com or through our contact form so we can personally assist you.

    To ensure quality control, products must be returned to The Raw Concierge for review in order to approve a refund. Return shipping costs are the responsibility of the customer. Once the item has been received and thoughtfully inspected, an approved refund will be processed promptly.

    If you’d like, I can soften this even further, add reassurance around careful handling of raw products, or tailor it to sound even more high-touch and bespoke.

  • Our products ship in the following container sizes:

    16 oz - 3.4"L x 3.4"W x 4.08"H

    32 oz - 3.6"L x 3.6"W x 6.6”H

    80 oz - 9”L x 8”W x 2"H

  • We require a 15 lb minimum of frozen products to ship your order. If you are in an area that is 3+ days in transit, we recommend you upgrade your shipping from Ground during the warmer months.

    During May-September, orders 3+ days in transit are not guaranteed unless they have been upgraded from Flat Rate/Ground.

  • During Thanksgiving, Christmas, and New Year’s weeks, we are closed Thursday and Friday, which means no production for two full days. Because of this, processing times will be much longer, and orders are processed in the order they are received.
    We will ship on Monday only (as many orders as we can), but not all orders will ship the same day. During these weeks, we also cannot ship Back East or offer 3-Day shipping.
    To avoid delays, we strongly recommend ordering early.

Our Products

  • The Raw Concierge's standard blends follow an 80/10/10 recipe:

    • 80% muscle meat

    • 10% organ meat

    • 10% bones

    The Raw Concierge's boneless blends are 100% muscle meat - we recommend pairing our boneless blends with one of our organs only blends.

  • This depends on a number of factors such as the size of your pet(s) and how much they eat in a week and if they have tried the blend before. If you have a picky eater and are trying a new blend, we recommend a 16 oz size to start with.

    Make sure to check out our General Feeding Instructions under our resources page for serving size suggestions and other helpful tips!

  • Our raw blends and other frozen products can remain fresh in the freezer for up to 1 year. Once thawed, keep refrigerated and use within 7-10 days.

    Treat it the same as you would regular raw meat - if it smells off, toss it!

    Our Air-Dried treats remain fresh at room temperature for up to 1 year. Refrigeration is not required.

  • We pride ourselves on using only the highest quality ingredients. We source our meats from the same suppliers that provide meat to major grocery stores. In fact, the same grass-fed and finished beef in our raw blend is also sold in a store that often lovingly referred to as "Whole Paycheck"

    The only exceptions to our requirements of using meat deemed "fit and edible for human consumption" are some of our organ meats. For example, our grass-fed and finished green tripe - because this tripe is unbleached, it cannot be considered fit for human consumption. But we assure you, pet's prefer it this way!

    For more details on where we source our meat and the quality standards we follow, visit Our Sourcing page.

  • We carefully plan our bi-weekly ingredient deliveries based on the orders we receive, ensuring that every product is made with the freshest cuts of meat. Each item is handcrafted with care - large cuts of meat are thinly sliced for our Air-Dried treats and whole quail and sardines are ground and blended to perfection.

    This commitment to quality takes time, but we believe your pet deserves nothing less than the best.

  • To accommodate pets with a variety of allergies, we have decided to remove fish from our standard raw blends. However, we do offer a range of fish products that can be added to your pet's diet if desired.

  • Whenever possible, yes!

    We prioritize supporting local small businesses. However, the best ingredients aren't always available locally. When necessary, we source from trusted suppliers outside our region to ensure we provide the highest quality products for your pets.

  • Our raw blends are carefully designed to follow a whole prey model diet, which excludes fruit and vegetables. This approach allows multi-species households to feed the same blend to both dogs and cats while giving pet owners the flexibility to decide if they want to supplement their dog's diet with fruits and vegetables.

  • No, we do not use HPP (High-Pressure Processing) on any of our products.

    HPP is a non-thermal processing method that uses extremely high pressure to reduce pathogens and extend shelf life. While it is often marketed as a “cold pasteurization” technique, it still subjects the food to intense pressure that can alter the structure of proteins and impact certain naturally occurring enzymes and beneficial bacteria.

    At The Raw Concierge, we formulate our products to remain truly raw and minimally processed. We rely on:

    • Sourcing high-quality, humanely raised meats

    • Strict sanitation and handling protocols

    • Small-batch production

    • Careful temperature control from sourcing through delivery

    Our approach prioritizes ingredient integrity and natural nutrient retention without subjecting the food to high-pressure processing.

    If you have questions about our sourcing or safety protocols, we are always happy to provide more detail.

  • The Rendered Reserve is a curated collection within The Raw Concierge featuring thoughtfully sourced, traditionally rendered fats and complementary products designed to support balanced, species-appropriate nutrition.

    While our foundation has always centered around raw feeding, The Rendered Reserve was created to offer intentional additions that serve a functional purpose. Properly rendered fats can provide a clean, bioavailable source of energy, support healthy skin and coat, contribute to nutrient absorption, and help round out meals when needed.

    Every product in The Rendered Reserve is selected with the same standards we apply across The Raw Concierge — quality sourcing, transparency, and a commitment to nourishment without unnecessary processing or fillers.

    It is not a departure from our philosophy, but an expansion of it.

Raw Feeding for Cats

  • Cats naturally do not drink water as regularly as dogs, making it essential to include moisture in their diet. Feeding cats a diet that does not meet their species-specific needs can lead to long-term health issues, such as diabetes, kidney disease, renal failure, and chronic urinary tract infections.

    A raw diet not only provides a higher level of overall nutrition but also allows pet parents to better control portion sizes, providing an overall higher level of nutrition.

  • All our raw blends are crafted using a prey model ratio of 80/10/10 (80% muscle meat, 10% organ meat, 10% bones), making them perfect for both cats and dogs. Some of our whole raw blends are single-ingredient, specifically designed for pets with protein restrictions, and do not include a secreting organ component.

    We offer a variety of proteins to choose from, along with a robust selection of add-ons to help complete and balance your pet's meals. The Raw Concierge provides multiple size options for our whole raw blends, making it easy to portion, serve, and satisfy even the pickiest of palates.

  • Absolutely! The larger bone pieces in our Raw blends are intentional. We use a custom-built bone crusher to grind large bone fragments into a safe size suitable for both dogs and cats.

    For those who prefer, we also offer a boneless blend as an alternative.

  • Taurine is an essential amino acid for cats, playing a vital role in their diet. It is naturally abundant in raw muscle meats and organs.

    All of our raw blends are designed to provide 100% of your cat's daily nutritional requirements through food-based sources. There is no need to add additional taurine to supplement their diet when feeding The Raw Concierge's blends.

  • When transitioning your cat from a kibble-based diet to raw, serving their food at room temperature instead of straight from the refrigerator can make it more appealing. Keep in mind that cats are naturally finicky creatures, so it's normal if they don't show immediate enthusiasm - and that's okay.

    Start by offering a small amount, treating their first tastes of raw food as a special treat rather than a full meal. Cats also tend to enjoy variety - they might love a particular protein for a meal or two, only to suddenly refuse it.

    Our different portion sizes (16, 32 & 80 oz.) give pet parents the flexibility to rotate protein options frequently, keeping mealtime interesting and satisfying for even the pickiest eaters.

    Check out our New to Raw section under our resources page for more insight!

  • The amount of raw food your cat needs depends on their age, weight, activity level, and metabolism. Adult cats typically eat about 2–4% of their body weight per day, split into one or more meals. Less active or senior cats may need closer to 2%, while highly active or lean cats may require up to 4%.

    Kittens and growing cats need a higher percentage—often 3–6% of their body weight per day—to support rapid growth, muscle development, and brain function. It’s important to monitor your cat’s weight, body condition, and stool consistency and adjust portions as needed.

    Regular vet check-ups can help ensure you’re feeding the right amount.

Still have questions?

We’re here to help! Feel free to visit our contact us page or email us anytime at support@therawconcierge.com