Return & Refund Policy

Last Updated: December 30, 2025

At Harvest Poultry, your satisfaction is our top priority. We stand behind the quality of our premium halal meats and are committed to ensuring you receive products that meet our high standards. Due to the perishable nature of our frozen meat products, we have specific policies in place to protect food safety while ensuring your satisfaction.

Our Quality Guarantee

We guarantee that all products will arrive Chilled Fresh or frozen solid and in excellent condition. If your order does not meet our quality standards or arrives in unsatisfactory condition, we will make it right through replacement, store credit, or refund.

Return Policy Overview

Important: Due to USDA food safety regulations and the perishable nature of frozen meat products, we cannot accept physical returns of products once they have been delivered. However, we offer a comprehensive satisfaction guarantee for quality issues, shipping problems, and order errors.

Eligible Issues for Refund or Replacement

We will provide a refund, replacement, or store credit for the following situations:

1. Products Arrive in Warm condition

  • If packaging is warm to the touch upon delivery
  • If you have concerns about temperature integrity during transit

2. Damaged or Compromised Packaging

  • Torn, punctured, or broken vacuum-seal packaging
  • Damaged shipping box that may have compromised product integrity
  • Leaking packages or evidence of contamination
  • Missing or damaged product labels

3. Incorrect or Missing Items

  • You received the wrong products
  • Items are missing from your order
  • Incorrect quantities shipped
  • Products do not match what was ordered

4. Quality Issues

  • Unusual odor, color, or appearance upon opening
  • Products do not meet our premium quality standards
  • Concerns about product freshness or safety

5. Delivery Problems

  • Order delivered to wrong address (not due to customer error)
  • Significant shipping delays that compromised product quality
  • Package lost or stolen (subject to carrier investigation)

How to Request a Refund or Replacement

Time Frame: All claims must be submitted within 48 hours of delivery to ensure we can properly investigate and resolve the issue while products are still in original condition.

Required Information:

  1. Contact us immediately via email, phone, or our contact form
  2. Provide your order number and date of delivery
  3. Describe the issue in detail
  4. Submit clear photos showing:
    • Exterior of shipping box (showing any damage)
    • Interior packaging and dry ice condition
    • Product packaging (showing any damage or issues)
    • The products themselves (if quality issue)
    • Product labels showing lot numbers and dates
  5. Keep all products and packaging until we've reviewed your claim (for food safety, we may ask you to dispose of products, but please wait for our instruction)

Resolution Options

Once we review your claim and supporting documentation, we will offer one of the following resolutions:

Full Replacement

We will ship replacement products at no additional cost, including shipping. Replacement orders are prioritized and typically ship within 1-2 business days.

Partial Replacement

If only some items in your order are affected, we will replace those specific products.

Store Credit

We will issue store credit for the full value of affected products, which you can use on any future order. Store credit never expires.

Full Refund

We will refund the purchase price of affected products to your original payment method. Refunds are processed within 3-5 business days and may take 5-10 business days to appear on your statement depending on your financial institution.

Partial Refund

If only some items are affected, we will refund the value of those specific products.

Non-Refundable Situations

We cannot offer refunds or replacements in the following circumstances:

  • Change of mind: Customer decides they no longer want the products after delivery
  • Incorrect address: Customer provided wrong shipping address (we may offer reshipment at customer's expense)
  • Failure to retrieve delivery: Customer was unavailable and did not retrieve package within reasonable timeframe, causing products to thaw
  • Improper storage: Products were not immediately frozen upon receipt, causing quality degradation
  • Late claims: Issues reported more than 24 hours after delivery
  • Preparation preferences: Customer dislikes taste or preparation results (not a quality issue)
  • Products already consumed: Majority of product has been used before reporting issue
  • Missing documentation: Unable to provide photos or order information to verify claim

Shipping Costs

Refund of Shipping Costs

Original shipping costs will be refunded only if:

  • The issue was caused by our error (wrong items, quality problem, insufficient packaging)
  • Products arrived thawed due to shipping delays or packaging failure
  • We are unable to fulfill your order

Shipping costs are non-refundable for change-of-mind returns or customer address errors.

Return Shipping

We do not require physical return of products due to food safety regulations. You will not be charged return shipping costs.

Refund Processing Timeline

  • Claim Review: 1-2 business days after receiving photos and information
  • Resolution Offer: Within 24 hours of claim approval
  • Replacement Shipping: 1-2 business days after approval
  • Refund Processing: 3-5 business days to process; 5-10 business days to appear in your account
  • Store Credit: Issued immediately upon approval

Damaged or Lost Shipments

Damaged in Transit

If your package arrives visibly damaged:

  1. Note the damage with the delivery driver if possible
  2. Take photos of the box exterior before opening
  3. Carefully open and photograph contents
  4. Contact us immediately with photos and order details
  5. We will file a claim with the carrier and send a replacement

Lost Packages

If tracking shows delivered but you did not receive your package:

  1. Check with neighbors and household members
  2. Verify the delivery address on your order confirmation
  3. Check around your property (porches, side doors, etc.)
  4. Contact us within 48 hours
  5. We will investigate with the carrier and issue replacement or refund once investigation concludes

Cancellations

Before Shipping

Orders can be cancelled for a full refund if they have not yet been processed and shipped. Contact us immediately after placing your order if you need to cancel. Once an order enters processing or has shipped, it cannot be cancelled.

After Shipping

Once shipped, orders cannot be cancelled. However, our quality guarantee and refund policy still apply if there are issues with your order upon delivery.

Contact Us

If you have any questions about our Return & Refund Policy or need to report an issue with your order, please contact us:

  • Email: [Your customer service email]
  • Phone: [Your customer service phone]
  • Hours: [Your business hours]

Our customer service team is here to help ensure your complete satisfaction with every Harvest Poultry order.

Our Commitment to You

At Harvest Poultry, we've built our reputation on quality, trust, and exceptional service. While we take every precaution to ensure your order arrives perfectly, we understand that issues can occasionally occur. When they do, we're committed to resolving them quickly and fairly. Your satisfaction and trust mean everything to us.

Thank you for choosing Harvest Poultry for your premium halal meat needs.