If your customer receives a damaged product, we will need to verify this information as soon as possible.
An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.
If tracking shows that the package was successfully delivered, we will need proof of damage from the customer. Specifically, we will need to receive the images that clearly display the reported damage (including at least 1 image where we can clearly see the UPC on the product) as well as the images of the container that it arrived in with all its contents.
If our team receives clear proof that the delivered item(s) were damaged - we will be able to issue a full refund on the product.
Damage claims on orders for non-perishable products must be reported within thirty (30) days to be considered for a refund.
PLEASE NOTE: Damage claims on orders for frozen, refrigerated and perishable products must be reported within 24 hours of the delivery date.
No Longer Needed/Wanted
In case the customer simply wants to return the item (e.g. if they are not happy with it), we can offer our customers a refund on the product -25% restocking fee.
To be eligible for a return, your item must be unused and in the original packaging and must not be out of date at the time the return is received.
Please keep in mind that the shipping fee is non-refundable and is not eligible for a pre-paid shipping label.
Item Not Received
If tracking shows the package was delivered but the recipient disputes it, we will open an investigation with the carrier.
Under these circumstances, refunds are not guaranteed and you are obligated as a member to cooperate in the handling of such a claim. Failure to cooperate may result in a denial of the refund.
Return to Sender (RTS)
Generally, packages that are returned back to sender are subject to a refund less 25% restocking fee and shipping charges. This applies, but is not limited, to instances where the address was incorrectly inputted when the order was placed, where the recipient refused delivery, refused to pick up the package and where the address is deemed invalid by the carrier.
In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.