Refund policy

Refund & Resolution Policy

At StarWalker Organic Farms®, we take great care in raising, preparing, packing, and shipping our products, and we want you to feel confident ordering from us.

Because our products are primarily perishable food items that cannot be returned to inventory or resold once they have been shipped, all sales are final and we are unable to offer refunds or accept returns on fulfilled orders.

That said, we understand that unexpected issues can happen. If there is a problem with your order, please reach out to us. Our Customer Service team is happy to review the situation and, when appropriate, we may offer store credit, replacement product, or another reasonable resolution on a case-by-case basis.

Returns & Refunds

For food-safety reasons, we cannot accept returns or exchanges of food products once they have been shipped.

We also do not provide refunds on products that have been fulfilled and delivered.

If something genuinely went wrong with your order, however, we still want to hear from you. Depending on the circumstances, we may be able to assist with store credit, replacement product, or another appropriate resolution.

Any accommodation is determined on a case-by-case basis and is not guaranteed.

Let Us Know If Something Went Wrong

If your order arrives damaged, incomplete, incorrect, or with a concern about its condition upon arrival, please contact Customer Service within 48 hours of delivery so we have an opportunity to help.

When possible, please include your order number along with photos showing the condition of the shipment and affected products.

Helpful photos may include:

The outside of the shipping box and shipping label
The inside of the package when it was opened
The affected product
Any damaged or compromised packaging
A temperature reading if the concern involves the temperature of a perishable product

These details help our team understand what happened and determine how we can best assist you.

If you believe a product may be unsafe to consume, please do not eat or taste it while waiting for assistance.

Taste, Texture & Preparation

We know that everyone has different preferences when it comes to meat, and we appreciate hearing feedback about your experience with our products.

At the same time, meat is a natural agricultural product. Differences in flavor, tenderness, texture, appearance, marbling, and fat content can naturally occur between individual cuts and animals.

The final eating experience can also be greatly influenced by how a product is thawed, seasoned, prepared, and cooked—including cooking method, time, temperature, and equipment.

Because of these natural variations and differences in preparation, personal preference regarding taste, tenderness, texture, or other sensory characteristics is generally not considered a product defect and does not qualify for a refund, replacement, or store credit on its own.

Of course, this is different from a product that arrives damaged, compromised, incorrect, or with a legitimate quality or food-safety concern. If you believe there is an issue beyond personal preference, please contact us so our team can review it with you.

Perishable Products & Delivery

Our frozen orders are carefully packed to help maintain appropriate temperatures throughout transit.

Once your package is delivered, please retrieve it as soon as possible and refrigerate or freeze perishable products promptly.

It is completely normal for some or all of the dry ice to have dissipated by the time your package arrives. The absence of dry ice alone does not mean that the products are unsafe or that there is a problem with the shipment.

If you have concerns about the condition or temperature of your products when they arrive, please follow the food-safety guidance in our Shipping & Delivery Policy and contact us if you need assistance.

Carrier Delays

We understand how frustrating shipping delays can be, especially when you're waiting for a package containing perishable products.

While carrier delays occasionally happen due to circumstances outside of our control, please reach out to us if a delay has affected your order.

Our team will review the circumstances of the shipment and the condition of the products upon arrival and will work with you to determine an appropriate resolution when assistance is warranted.

Because every shipment and situation is different, resolutions involving carrier delays are handled on a case-by-case basis.

If you believe a delay affected the safety or quality of your products, please contact us as soon as possible after delivery.

Missing, Incorrect or Damaged Items

We work hard to make sure every order leaves our facility accurately packed and in good condition, but we understand that mistakes and shipping damage can occasionally happen.

If something is missing, you receive the wrong product, or an item arrives damaged, please contact us within 48 hours of delivery.

Our team will review the situation and determine the most appropriate way we can assist you, which may include replacement product or store credit.

Shipping Address & Delivery

Please take a moment to verify your shipping address carefully when placing your order.

Customers are responsible for providing a complete and accurate delivery address and for retrieving their package promptly after delivery.

If you notice an address mistake after placing an order, contact us as soon as possible. We will always make a reasonable effort to help before the order ships, although changes cannot be guaranteed once an order has entered processing or has been transferred to the carrier.

Issues resulting from an incorrect or incomplete address provided at checkout, a package not being retrieved after successful delivery, or improper storage after delivery may limit our ability to offer a replacement or store credit.

Store Credit & Replacements

When we determine that store credit or replacement product is an appropriate resolution, our team will determine the amount or replacement based on the circumstances of the order.

Store credit is intended to give you an opportunity to shop with us again and does not have a cash value or qualify for cash redemption.

Because every situation is unique, an accommodation provided for one order does not necessarily guarantee the same resolution for a future order.

Items We Are Unable to Fulfill

Occasionally, an item may become unavailable after an order is placed due to inventory availability or processing circumstances.

If we are unable to provide an item you purchased, we will refund the amount paid for that unfulfilled item or contact you to discuss another available option when appropriate.

This is separate from our general no-refund policy because the purchased product was not provided.

Fair Use of Our Resolution Policy

We want to be able to provide reasonable assistance when our customers experience legitimate problems with their orders.

To keep our resolution process fair for everyone, StarWalker Organic Farms reserves the right to limit or decline discretionary store credits, replacements, or other accommodations in situations involving repeated or unusual claims, claims that cannot reasonably be verified, misrepresentation of an order's condition, or suspected fraudulent activity.

These situations are reviewed individually, and we will always consider the circumstances of the order before making a decision.