You (Customer),
Save The Milk (STM),
USPS/FedEx/UPS (Carrier)
Site (Savethemilk.com)

SHIPPING DISCLAIMER

The Quick Version
We ship your kit — you pack it, the carrier delivers it. If something goes wrong in transit, we help you file a claim, but the carrier, their insurance, and STM’s independent insurance make the final call on refunds. Every packed kit ships with perishable insurance included. Kits ship with ice sheets by default — if you use dry ice instead, it’s at your own risk, and it voids STM’s perishable insurance coverage.

Delivery Guarantees
If your shipment is late, damaged, or lost, let us know within 10 days of delivery. We’ll pursue the carrier’s on-time Guaranteed Service Refund first, then insurance if it applies.

A few things guarantees don’t cover:

  • Weather delays or other acts of God
  • Shipping on a Friday without adding Saturday Delivery — if you need weekend arrival, that has to be selected at checkout, or the package will sit until Monday

Insurance Coverage
STM’s perishable shipping insurance isn’t the same as standard carrier coverage. Most base carrier insurance (like FedEx or UPS’s default liability) either excludes perishables entirely or won’t pay out if spoilage was caused by a delay. Our coverage is different — weather delays, heat, storms, and other transit hold-ups are covered causes, not excluded ones.

A delay only counts as a covered loss once it pushes delivery meaningfully past schedule. A shipment that’s a day late but still arrives within the carrier’s normal delivery window isn’t treated as a loss — the coverage is there for delays serious enough to actually spoil the shipment, not minor scheduling slips.

Every packed kit ships with insurance built in, based on kit size:

  • Tiny Tote — $150
  • Mini Kit — $250
  • Medium Kit — $550
  • Standard Kit — $650
  • Big Box — $750

Need more or less coverage? Just ask — it can be adjusted. Insurance covers kits shipped with the included ice sheets. Substituting dry ice voids this coverage.

Keeping Milk Cold in Transit

  • Perishable stickers tell the carrier to handle your package with care, but they don’t guarantee refrigeration along the way.
  • Some carrier hubs have cooling areas, some don’t — coverage isn’t based on this.
  • Instant ice packs keep milk cold for up to about 48 hours, for Mini through Standard kits. Tiny Tote is only 24 hours.
  • Packages can be held for pickup at a UPS or FedEx Access Point/Customer Center if that works better for your schedule.

Holidays & Peak Season
Expect possible delays and surcharges from November through January — this is carrier volume, not something we control. Delivery guarantees don’t apply in the 14 days before Christmas.

Address Accuracy
Double-check the shipping address before you print your label. A wrong or incomplete address can mean:

  • Delivery delays and rerouting fees
  • Automatic return to sender
  • A return shipping fee, usually about the same as the original cost, unless a return label was already provided

If Something Goes Wrong
If your kit is still in transit and has not arrived because it’s late, email crystal@savethemilk.com with the current situation so she may step in and do what she can to have the kit delivered as soon as possible or to make arrangements for you to pick up at the carrier warehouse.

If the kit was late, damaged, spoiled, or lost in transit, please proceed here:
CLAIMS

We’ll file the claim on your behalf. Claims can take up to 3 months — that timeline is set by the carrier and insurer, not by us.

What You’re Responsible For

  • Filling storage bags within their labeled capacity and making sure they’re properly sealed
  • Freezing or refrigerating milk before packing, per the kit instructions
  • Checking the milk right when the kit arrives — look for ice crystals, and take the temperature if there aren’t any
  • Re-freezing or refrigerating milk promptly once it’s out of the kit
  • Confirming the milk meets your standards before use

We’re not responsible for milk that’s unusable due to how it was packed, handled, or inspected after arrival.

The Bottom Line
Save The Milk isn’t responsible for carrier delays, lost packages, or GSR-excluded issues outside our control. If something happens in transit, you (or your recipient) may need to contact the carrier directly about same-day pickup from a nearby distribution center. Insurance claims for weather-caused spoilage are handled separately, per the Insurance Coverage section above. We’ll help however we can, but the carrier and their insurer decide whether a claim is approved.