Refund policy
Our guarantee: refund or replace, nothing to send back
We guarantee everything we sell. If any product falls short of our standards, or yours, we'll make it right with a replacement, store credit or a full or partial refund.
You never have to ship anything back. Our meat is frozen and perishable, so return shipping would only spoil it. Instead of asking for a return, we resolve every issue directly: tell us what went wrong and we'll take it from there.
How to get a refund or replacement
- Email support@herdandgrace.com within 7 days of delivery.
- Tell us what's wrong. A photo of the product label and any damage helps us resolve it quickly.
- We'll replace the product, credit your account or refund you, whichever fits.
What the guarantee covers
- Any product that falls short of our standards, or yours
- Damaged items
- Missing items
- Late delivery or mishandling by the carrier that leaves items defrosted or damaged
Receiving your delivery
Because your order arrives frozen, it needs to be received on its delivery day. We guarantee delivery to the home address you give us. We can't guarantee delivery to business addresses: if a business is closed when the courier arrives, the package won't be delivered until the next business day and may defrost.
For the same reason, the guarantee doesn't cover:
- An incorrect address, or a refused delivery
- A late delivery caused by an incorrect address
- An order that isn't retrieved on its guaranteed delivery day