Refund & Replacement Policy

• If you are signed in, you can cancel an order yourself from your account page. Self-serve cancellation is available until the Producer records your order as packed for shipment, pickup, or delivery, or until 10 days after payment, whichever comes first. The full amount you paid goes back to your original payment method automatically.
• Once a Producer has recorded your order as packed, it cannot be cancelled online. Email support@foodstoredirect.com and we will handle it under the rules below.
• If you checked out as a guest, email support@foodstoredirect.com with your order number and we will cancel it for you if it has not been packed.

Perishable food cannot be returned. Perishable shipments are packed in an insulated liner with frozen gel packs (or, for Riverview Bison, dry ice on UPS Ground) and shipped Monday through Thursday within the transit limit the forecast allows. If your order still arrives in a compromised condition, we will replace it or refund it.

To qualify for a replacement or refund:

• Tell us within 48 hours of delivery at support@foodstoredirect.com. Delivery means the time the carrier recorded delivery, the time you picked the order up, or the time it was handed to you.
• Include photos of the product and the packaging, including the coolant and the inside of the box, taken when you opened it. Photos are how we and the Producer learn what went wrong, and a claim without them cannot be processed.
• Do not eat food that looks compromised. If a product arrived thawed beyond what the product page describes, warm, with damaged packaging, or with an unusual odor, do not consume it. Keep it refrigerated or frozen until we respond so it can be inspected or disposed of as we direct.

What happens next:

• We compare the tracking record with the transit window shown at checkout. If the carrier delivered within that window and the product still arrived compromised, we work with the Producer to find the cause and we replace the product or refund it.
• If the carrier delivered later than the transit window shown at checkout and the product arrived in poor condition as a result, you receive a full replacement or refund. We may pursue a claim with the carrier or our shipping insurer, but your refund or replacement does not wait on that claim.
• Replacements ship on the Producer's next available ship day and are subject to availability. If a replacement is not available, we refund.

• Shelf-stable products may be refunded or replaced if they arrive damaged, leaking, or defective. Email support@foodstoredirect.com within 14 days of delivery with photos of the product and the packaging. We may ask you to return the item with a prepaid label or to dispose of it.
• We do not accept returns of shelf-stable food for change of mind or taste preference. Food that has left the Producer cannot be resold, so sales of shelf-stable products in good condition are final.

• When you choose local pickup, the Producer holds your order at its location. Contact the Producer to arrange a time and pick up within the time the Producer gives you. If no time is given, pick up within 7 days after the Producer tells you the order is ready.
• Orders not picked up in time are treated as abandoned. Perishable items in an abandoned pickup order cannot be refunded, because the Producer prepared and held them for you and cannot resell them. Shelf-stable items in an abandoned pickup order are refunded as store credit.
• If you cannot make a pickup, tell the Producer or email support@foodstoredirect.com before the pickup time. We will do our best to reschedule.
• Inspect perishable items when you pick them up. A temperature or quality problem with a pickup order follows the same 48-hour, photo-supported claim process as a shipped order.

• When you choose local delivery, the Producer drives your order to you on the day and in the window you selected at checkout. Frozen, refrigerated, and cottage-food items are handed to you in person, so someone must be available at the address during the window. Keep the phone number on your order reachable.
• If no one is home. If a perishable or cottage-food order cannot be handed off because no one was available during your delivery window, the delivery fails and we refund the goods and the delivery fee for that stop. We may decline future local delivery to a customer who repeatedly misses a window.
• For shelf-stable items only, you may arrange in advance with the Producer to have the order left in a safe place you name. An order left where you asked is delivered, at your risk, and is not refundable because it was left there.
• If the Producer cannot deliver on the day you selected, the Producer or we will contact you to reschedule, and you may choose a refund instead.
• When only part of a delivered order is refunded, the delivery fee stays with the Producer who made the drive.

Purchases made in person from a Producer using POS Direct are refunded by the Producer at its register. A card refund goes back to the card you paid with. The 48-hour perishable rule and the 14-day shelf-stable rule above apply. If you cannot reach the Producer, email support@foodstoredirect.com with the date, the Producer, and your receipt.

Orders placed on eBay, Walmart Marketplace, or another third-party platform follow that platform's return and refund process in addition to this policy. Start with the platform's order page, and feel free to email us too; we will help.

• Approved refunds are issued to the original payment method. Your bank or card issuer usually posts them within 5 to 10 business days of approval. We cannot refund to a different card or send cash.
• Where this policy says store credit, the credit is added to your Food Store Direct account and follows the Store Credits section of the Terms of Service.
• Partial refunds may be issued when only part of an order is affected, for example one item in a multi-item box.
• Shipping and delivery charges are refunded when the whole order is cancelled before it is packed, when an order cannot be filled, or when a delivery fails as described above. They are not refunded when part of an order is refunded for quality and the rest was delivered.
• Replacements are free of charge, including shipping, and ship on the Producer's next available ship day.

Please contact us before disputing a charge with your bank or card issuer. We answer every claim personally and resolve most within one business day, and a chargeback takes longer for you than a refund from us. If you file a chargeback without contacting us first for an order that was delivered as described, or while a refund is already in progress, we may provide the delivery record and this policy to the card network, and we may close your account.

Email support@foodstoredirect.com with:

• your order number;
• photos of the product and the packaging, including the coolant;
• a short description of the problem; and
• your tracking number, if the order shipped.

We respond to every claim personally, normally within one business day. Our goal is to make it right as quickly as possible.

Food Store Direct LLC operates the marketplace. Each Producer is the seller of its products and is responsible for their quality, safety, and fulfillment. We collect your payment, remit the Producer's share, and handle claims on the Producer's behalf. Your exclusive remedy for a product that arrives damaged, late, or outside safe temperature is a replacement or refund as described on this page, subject to the Terms of Service.

Food Store Direct LLC
16633 Ames Avenue
Omaha, Nebraska 68116
support@foodstoredirect.com
(402) 263-0200