Refund policy

Your satisfaction is our priority!

We take great care in preparing and shipping our frozen food products to ensure they arrive fresh and safe. Please review our policy carefully before placing an order.

1. Shipping Method & Carrier Responsibility

All orders are shipped frozen via FedEx Overnight. Once an order has been prepared, packed, and handed over to FedEx, delivery timing is the responsibility of the carrier.

Although FedEx Overnight is a premium service, delivery delays may occur due to weather, operational disruptions, or other circumstances beyond our control.

👉 We do not guarantee carrier delivery timelines once the package is in FedEx’s possession.

2. FedEx Delays & Compromised Products

Because our products are perishable and shipped frozen, a delivery delay may affect product quality.

If a package is delayed by FedEx and the products arrive severely compromised (fully thawed or unsafe to consume):

  • We will resend the affected products at no additional cost
  • Refunds are not issued for carrier delays

  • Reshipment eligibility is determined case by case

To qualify for a reshipment:

  • Clear photo evidence must be submitted
  • Photos and claims must be sent within 24 hours of delivery

  • The order must have been shipped correctly by us

Minor thawing where products remain safe to consume does not qualify for reshipment.

3. Incorrect or Incomplete Shipping Address

Customers are fully responsible for providing an accurate and complete shipping address at checkout.

We are not responsible for:

  • Delays caused by incorrect, incomplete, or outdated addresses
  • Failed or rerouted deliveries due to address errors

  • Packages returned or discarded by the carrier

However, as a courtesy:

👉 If an order is delayed or undeliverable due to a customer-provided address error, we are willing to resend the products at 60% of the original order price, plus applicable shipping fees.

Refunds or free replacements are not available for address-related issues.

4. Refunds vs. Replacements

  • We do not issue refunds for carrier delays or address errors
  • Eligible cases will be handled via product reshipment only

  • We reserve the right to offer:

    • A full reshipment
    • A partial reshipment
    • Store credit (at our discretion)

All decisions are final once a resolution is provided.

5. Non-Refundable Situations

Refunds or free replacements will not be issued for:

  • FedEx delays where product remains usable
  • Incorrect or incomplete shipping addresses
  • Missed delivery attempts or unattended packages
  • Refused packages
  • Claims submitted after 24 hours of delivery

6. Agreement to Policy

By placing an order, you acknowledge and agree to this Refund & Shipping Policy.

If you have any questions, please contact us before placing your order.

Thank you for your understanding and for supporting a small business shipping fresh, perishable foods.