Return/Refund Policy
Returns
If something goes wrong please contact us immediately (within 7 days of the ship date) and we will try to resolve any issue as described below. Unfortunately due to the nature of our products and logistical issues we cannot accept returns as we cannot resell products after they have left our facility. Since we cannot accept returns, we will ask that you donate the meat to charity, send us a scan of the donation receipt, and we will issue you a refund.
What if something goes wrong?
KOL Foods strives to ship our products so that they arrive frozen. When your order leaves our facility it is packed with more than enough refrigerant to prevent spoilage. However, if you receive your order and it is damaged or spoiled due to negligence by KOL Foods we will replace the item free of charge or refund you.
To receive a refund, please do not discard any of the suspected spoilage or shipping materials until a representative from KOL Foods is contacted. Please contact us immediately (within 7 days of the ship date).
We will ask that you submit photographs of all packaging or product issues. Having photographs is required for us to either submit claims to our insurance or to understand what happen so that we may better serve you in the future.
What if I received something I didn't order?
Please contact us immediately (within 7 days of the ship date). We will have the correct item sent to you as soon as possible. If we are out of stock, we can refund the credit card you used to place the order or we can wait for new stock to come in. We may ask you to photograph the label(s) of what you did receive for us to better understand what went wrong.
What if I didn't received something that I ordered?
This could mean that we were out of stock on the item(s) that you ordered. During checkout, we ask that you tell us how to substitute items if they are out of stock:
1. Substitute my item(s) for a smaller size (refund me accordingly).
We will substitute with the same item, only smaller. We will give you a weight as close to the one you ordered as possible. If a smaller case is not available we will not substitute and refund you for the item(s) even if there are larger cases available.
2. Substitute my item(s) for a larger size (charge me accordingly).
We will substitute with the same item, only larger. We will give you a weight as close to the one you ordered as possible. If a larger case is not available we will not substitute and refund you for the item(s) even if there are smaller cases available.
3. Substitute my item(s) for a smaller or larger size (refund/charge me accordingly).
We like this choice the best because it gives you the best chance to receive everything you ordered.
4. No substitutions please (refund me accordingly).
We would suggest that you only choose this option if you are not flexible on the case weights at all. Generally if you order a 4 lb case, we may substitute with a 3 lb or 5 lb case. So it might be better to choose option #3 as it might be better for you to receive something rather than nothing at all.
We always do our best to make a substitution per your request, however, sometimes we are out of stock completely. In this case, we will issue you a refund. You will receive an email notifying you of the refund. Please be patient, especially during the holidays, however, if you have not received a refund within one week after your order has arrived, please contact us.
Seven Day Period & Timely Refunds
If you have an issue, we would like you to make first contact with us within seven days of the ship date. The reason for this short period is because we will ask that you submit photographs of all packaging or product issues. Having photographs is required for us to either submit claims to our insurance or to understand what happen so that we may better serve you in the future.
Once we understand the problem and have determined that we will make a refund we will issue the refund within 3-5 business days. Refunds will be in the form of gift certificates or be issued to the credit card use when making the purchase.
