FAQ
Where are you located and What are your hours?
We have 2 warehouses. One is in Wilmington, Delaware and the other in Kershaw, SC
Our warehouses and Customer Service Centers are open Monday – Friday 8am-7pm. Lunch is 1pm-2pm
We are closed on Saturdays & Sundays.
Instead of shipping can I pick up my order?
A: Yes, by appointment only.
In order to place a pick up order, please select Store Pickup or make an order note requesting a pickup appointment upon placing your order. We will contact you and schedule your pickup time.
What are your shipping policies?
Order fulfillment: Most orders received before 12:00 PM will ship the same day, if the items ordered are in stock. Inventory turnover happens quickly, so discrepancies regarding availability may occur.
Orders are processed daily Monday through Wednesday with some shipping on Thursdays depending on your location and shipping time.
Frozen Orders placed after Thursday 12pm will not ship until the following Monday.
We do NOT ship frozen items on Friday, Saturday or Sundays unless you have personally called and made special expedited shipping arrangements.
FROZEN/PERISHABLE GOODS:
Frozen goods are shipped in recyclable insulated boxes and packaged with dry ice and/or ice packs. Please DO NOT TOUCH DRY ICE UNBOXING YOUR ORDER.
Free Shipping-$139 Order Minimum (before any taxes) For Frozen Products. Multiple Frozen goods can be ordered together to reach the $139 minimum.
FROZEN SHIPPING IS ONLY AVAILABLE TO THE FOLLOWING STATES:
CT, DE, MA, MD, ME, NH, NJ, NY, OH, PA, RI, VT, VA, (Shipped from Delaware facility)
AL, AR, GA, FL, IL, IN, KY, MI, NC, SC, TN, WV (Shipped from South Carolina facility)
Frozen orders are shipped in insulated coolers and packed with dry ice. Orders will only be shipped Monday-Thursday. Most orders placed prior to 12pm Wednesday will be shipped the same week. Items that are temporarily out of stock may cause some delays.
My order arrived thawed. What should I do?
If your order arrived semi-thawed or thawed, providing it is at a refrigerator temperature, it is absolutely okay to refreeze and feed to your pets.
Most of our packages arrive frozen within 1-2 days but we have no control over the package once it is shipped. However, we make sure to pack enough dry ice and/or gel packs to keep the products’ integrity in the event of a delay.
My order arrived damaged. What do I do?
All orders have 24 hours to claim damages once received. To claim damages, you must:
- Take pictures of ANY and ALL damages to the box.
- Take pictures of ALL of the product immediately in the box before unpacking.
- Take pictures of ALL of the product displayed in a group picture side by side.
- Send the pictures to shipping@omorog.com along with your order number.
We will then contact the carrier and notify you regarding what the next step will be.
Failure to follow these steps and provide thorough documentation will disqualify any claim. We need all of these pictures in order to file a claim with our shipping carriers.
What if my pet doesn’t like the food, can it be returned?
Yes, orders can be returned within 3 days of receipt (frozen shipping with dry ice is to be paid by the customer), a credit refund of the purchase order will be given (not including shipping and handling costs).
What is Whole Animal Nutrition ?
All of the brands we carry makes use of the entire animal, from the head to the feet, including all of the internal organs, the skin, the bones, the brain, all of the connective tissue, intestines, fur, and all the rest. This is the closest we can come to mimicking our pet’s wild, ancestral diet.
How do I transition to a raw diet?
We recommend transitioning over the course of 1-2 weeks. Increase the new food in increments of 1/4th your pet’s daily calories. For dogs and cats with particularly sensitive digestive systems, we recommend adding a small amount of Beef, Chicken, Pork or Fish broth, which will coat the entire digestive tract with rich collagen, strengthening it and fortifying it. Please note that each pet is different and may need different steps! If this method doesn’t work, please reach out and we can provide more personalized advice.
Will my pet’s poop change?
It may! Some pet’s poop change to a very dark color. This will be most noticeable for the first couple weeks, while your pet’s gut microbiome is adjusting to the new foods. Many pet parents find that their pets poop less frequently and in smaller quantities on a raw food diet due to its bioavailable and nutrient dense nature. Also you may notice less of a smell and less gas.
What is the best way to thaw frozen food?
We recommend thawing frozen foods in a ziplock bag at room temperature. If you are in a rush, place the ziplock bag in warm water and it will thaw quicker. Please do not cook the food as this may damage various nutrients.
How long can I keep the food thawed in the refrigerator?
Because we carry different brands, please refer to the directions on the individual products. But most of the raw products can be kept thawed in the refrigerator 2-5 days. Raw goat milk and bone broth are good for 5 - 7 days. Raw goat milk kefir is good for 30 days.
Can I thaw and refreeze?
Yes! All of our foods can be thawed and refrozen. Please keep in mind that the food will experience about a 1% nutrient loss each time it is refrozen.
What about Salmonella?
Dogs and cats evolved eating both fresh kills and rotting carcasses for thousands of years. They have short, extremely acidic digestive tracts, so even if our foods did contain enough salmonella to make them sick, it wouldn’t be able to “stick” long enough to affect them. In terms of humans, just handle our foods like you would any other raw animal product - wash your hands before and after handling. The idea that a pet can “pass pathogens” to a human by licking them after eating is completely unproven.
Does the blood or raw food cause aggression?
This is a myth! While your dog may experience an increase in energy, due to their nutrient dense, species appropriate diet, it is more likely that they would become less aggressive than more. This has to do with the gut-brain bacteria connection - a healthy gut microbiome influences the brain just like an unhealthy one does via various hormones. A healthy body is a happy one.
SUBSCRIPTIONS
Create a Subscription to any of Omorog’s Products
If you're sick of the strain and hassle of constantly restocking your pet’s food. Omorog’s Subscriptions save precious time, energy, and money while keeping your precious babies happy and healthy. Get started now and provide your furry friends with farm-fresh meals, delivered right to your door with ease!
Our subscription system allows you to set up a recurring order, based on your timetable, for any of the products in our store. Not only does this ensure that your pets food will always arrive on time, but we also offer a 5% discount on all subscriptions, giving you ongoing savings on all subscription orders! And,If your order is over $139, we will pay for the frozen shipping.
Contact Us
Do you have a question or concern? We love to help and take pleasure in being able to assist you and answer any questions you may have.
We can be reached via email Info@OmorogRawPetFood.com
Telephone 800-484-1277 or Text message 1-800-484-1277
DO YOU HAVE WHAT IT TAKES TO JOIN THE OMOROG FAMILY?
Do you have an amazing Raw, Natural or Freeze Dried Pet Product ? Are you a local gem just waiting to be discovered? Do you have a specialty pet product that the world needs to know about? Do you need us to ship your products?
At Omorog we seek out the most iconic raw or natural pet products from the best pet food makers around the country and ship them.
If you think you’re a good partner for Omorog, tell us why via this form:
https://omorog.com/join-the-omorog-family