Refund policy
Our Promise: Arrives Right, or We Make It Right
If something is wrong with your order or a meal, email us within 7 days of delivery with photos of the issue. Once your claim is approved, you choose how we make it right: a replacement, a refund for the affected items, or store credit. This applies to every order, whether it’s a one-time order or part of a subscription.
1. What’s Covered
- Delivery problems: meals that arrive damaged, leaking, or thawed (see Section 4), wrong or missing items, and packages that never arrive.
- Meal quality problems: a meal that is spoiled, has an off smell or texture, contains a foreign object, is missing components, or wasn’t made to the allergy or dietary preference on your order.
Not covered: personal taste preference, problems that happen after delivery (for example, meals left out or not frozen), and issues reported more than 7 days after delivery.
2. How to Make a Claim
Email contact@citruspeardinners.com within 7 days of the delivery date shown in your tracking. Please include your order number, a short description of the problem, and photos.
Photo evidence is required. We can’t process a replacement, refund, or credit without it, so please take photos before you discard anything:
- Damaged or leaking: the affected meal(s) showing the damage, the box, and the packing slip.
- Thawed: the meals, the ice packs, the inside of the box, and the packing slip.
- Wrong or missing items: every meal you received, laid out with labels visible, plus the packing slip.
- Meal quality problem: the meal showing the problem and its label.
If your package never arrived, contact us within 7 days of the expected delivery date. No photo is needed; we’ll confirm with tracking. Please check with neighbors and around your property first.
3. How We Make It Right
Once your claim and photos are approved, you choose: replacement meals, a refund for the affected items to your original payment method, or store credit. If your package never arrived, the same three choices apply to the missing items.
4. About Thawing
Some softening in transit is normal. If your ice packs are still frozen and your meals feel cool to the touch, they’re safe to refreeze. If the ice packs are completely thawed and your meals are warm or at room temperature, please don’t eat them. Take photos of the meals and ice packs, then discard the meals and contact us.
5. Store Credit
Store credit is issued as a Citrus Pear gift card sent to your email. Store credit never expires and has no fees. Credit is always optional: if you’d prefer a refund to your original payment method, just ask.
6. Cancelling an Order
Every meal is made fresh to order. You can change or cancel an order for a full refund any time before we begin preparing it. Once preparation has started, the order can’t be cancelled.
If we can’t ship your order within the time we told you when you ordered, we’ll let you know, and you can cancel for a full refund to your original payment method.
7. Subscriptions
You can cancel, pause, or delay your subscription online at any time from your account, with no need to call or email us. Changes apply to orders that haven’t been generated yet. We email you 5 days before each billing date so you can review your meals, skip, or cancel before you’re charged. An order that’s already being prepared follows Section 6.
8. Returns
Because our meals are perishable food, we can’t accept returns. You never need to send meals back to receive a replacement, refund, or credit.
9. Gift Cards You Purchase
Citrus Pear gift cards you buy never expire and are not refundable, except where state law requires a small remaining balance to be paid out in cash.
10. Refund Timing
We issue approved refunds to your original payment method promptly. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear. If more than 15 business days have passed since we approved your refund, please contact us at contact@citruspeardinners.com.
11. Your Rights Under the Law
This policy is in addition to any rights you have under the laws of your state, and nothing in it limits those rights.