Code SPRING5 — 5% off first order

Refund & Replacement Policy

Last updated: May 12, 2026

We want you to be completely satisfied with your order. This page outlines the conditions under which we issue refunds or replacements for perishable and non-perishable products. This policy is part of our Terms of Service.

Perishable Products (Meat, Seafood, Tortes, Frozen Items)

Perishable products are shipped in foil-lined insulated packaging with ice packs via expedited carriers. If your order arrives in a compromised condition, you may be eligible for a replacement or refund.

To qualify for a refund or replacement, you must:

  • Not have consumed the product. If you eat food that arrived in a visibly compromised condition (thawed, warm, damaged packaging, unusual odor), FSD and its Producers are not liable for any consequences. See our Terms of Service Section 4 for details.
  • Submit your claim within 48 hours of delivery to support@foodstoredirect.com.
  • Include photos of the product and packaging at the time of delivery. Claims without photographic evidence cannot be processed.
  • Provide tracking information showing delivery occurred within the carrier's guaranteed transit window.

What happens next:

  • If tracking confirms delivery was on time and the product arrived compromised, we investigate with the carrier and/or the Producer. If the carrier is at fault, we file an insurance claim through our shipping partner (Shippo) and issue you a replacement or refund once the claim is resolved.
  • If tracking shows the package was delayed beyond the guaranteed transit window due to carrier error, and the product arrived in poor condition as a result, you are eligible for a full refund or replacement.

When Refunds Are NOT Available

Refunds or replacements are not available in these circumstances:

  • You provided an incorrect or incomplete shipping address.
  • The package was delivered but not retrieved promptly (e.g., left on a doorstep in heat for hours).
  • You placed an order too late in the week for the Producer's next ship day, resulting in a delayed shipment you were informed of at checkout.
  • You refused the delivery.
  • The product was consumed despite visible signs of compromise (thawing, damage, odor).
  • You failed to submit a claim with photos within 48 hours of delivery.

Non-Perishable Products (Hot Sauce, Coffee, Honey, Seasonings, etc.)

  • Non-perishable items may be returned if they arrive damaged or defective. Contact us within 14 days of delivery with photos of the damage.
  • We do not accept returns for non-perishable items due to change of mind, taste preference, or buyer's remorse. All sales of non-perishable goods in acceptable condition are final.

Refund Processing

  • Approved refunds are issued to the original payment method within 5–10 business days.
  • Replacements are subject to product availability and may ship on the Producer's next available ship day.
  • Partial refunds may be issued at our discretion depending on the circumstances.

How to File a Claim

Email us at support@foodstoredirect.com with the following:

  • Your order number
  • Photos of the product and packaging
  • A brief description of the issue
  • Your tracking number

We respond to every claim personally within 24 hours. Our goal is to make it right as quickly as possible.

Important Notice

Food Store Direct LLC acts as a marketplace facilitator. We do not manufacture, process, or ship the products sold on our platform. Each Producer is an independent business responsible for the quality, safety, and fulfillment of their products. Your sole remedy for any product issue is limited to a replacement or refund as described above, subject to the conditions stated in our Terms of Service.

Contact

Food Store Direct LLC
Omaha, Nebraska
support@foodstoredirect.com
(402) 263-0200