Refund policy
Return and Refund Policy
Because our products are perishable, we do not accept returns. That said, if something isn’t right with your order, we’ll make it right.
Eligible Issues
Please contact us if your order arrives:
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Damaged
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Lost
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Thawed or temperature-compromised
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Incorrect (wrong item or missing item)
Reporting Window
You must contact us within 24 hours of delivery (based on the carrier’s delivery timestamp). Claims submitted after 24 hours may not be eligible for a replacement or refund.
What to Send Us
To help us resolve your issue quickly, please include:
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Your order number
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A brief description of what happened
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Photos of:
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The outside of the box (including any damage)
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The inside packaging (insulation, dry ice/gel packs)
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The product(s) and labels
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If the carrier marked the order as delivered but you didn’t receive it, let us know right away so we can start a carrier trace.
Resolution Options
After reviewing your claim, we may offer one of the following:
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Replacement shipment (when available)
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Refund to the original payment method
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Partial refund (for missing or affected items)
Refund timing depends on your bank or card issuer once the refund is processed.
Non-Refundable Situations
We may be unable to issue a refund or replacement in cases such as:
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Requests made after the 24-hour window
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Orders that were left outside for an extended time after delivery
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Shipping delays caused by events outside our control (weather, carrier disruptions, holidays) when the order arrives within safe condition
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Preference-based reasons (taste, cut preference, change of mind)
Shipping Delays
Delays can happen. We strongly recommend tracking your package and arranging for someone to receive it on delivery day. If a delay results in a compromised order, contact us within 24 hours of delivery with photos and details.
How to Contact Us
Reach out through our customer support channel with the information above, and we’ll respond as quickly as possible to take care of you.