Refund and Replacement Policy

Because we sell perishable food products, all sales are final and we do not accept physical returns.

We stand behind every order. Please contact us within 24 hours of delivery if your order:

• Arrives damaged

• Contains an incorrect or missing item

• Arrives in a condition that may be unsafe to consume

• Is materially different from the product description on our website

To help us review your claim, please provide your order number and clear photographs of:

• The shipping box and label

• The interior packaging

• The affected products

• Any visible damage or quality concern

For temperature-related concerns, please also provide the temperature of the product measured with a food thermometer, when possible.

Perishable products should arrive frozen, partially frozen with visible ice crystals, or at 40°F or below. Dry ice may fully evaporate during transit, so an empty dry-ice bag does not necessarily indicate a problem. Do not consume products that arrive above 40°F or show signs of spoilage.

Please do not discard the affected products or packaging until our team has reviewed your claim, unless keeping them would create a health or safety concern.

For approved claims, we may provide a replacement, store credit, partial refund or full refund, depending on the circumstances and product availability. Refunds are issued to the original payment method unless otherwise agreed.

We cannot provide refunds or replacements for:

• Personal taste preferences

• Natural variations in color, shape, size, weight, texture or marbling

• Minor packaging changes that do not affect the product

• Orders sent to an incorrect or incomplete address provided at checkout

• Packages that were not retrieved, opened or refrigerated promptly after delivery

• Products that were improperly stored, thawed, cooked or handled after delivery

• Delivery delays or rerouting requested by the customer

• Claims submitted without enough information to reasonably verify the issue

Nothing in this policy limits any rights or remedies available under applicable law.

To report an order issue, contact us at info@primalpastures.com within 24 hours of delivery.