Nourish Food Club Refund Policy
We genuinely stand behind the quality of the food we ship and want every Nourish Food Club Member to have a great experience.
Producing high-quality food is one challenge. Shipping highly perishable farm food safely across the country is another entirely 😅 While the vast majority of orders arrive successfully, occasional shipping or fulfillment issues can happen despite our best efforts.
Bringing clean, old-fashioned, farm-fresh food into a modern nationwide delivery system is honestly somewhat uncharted territory, but we’re committed to continuously improving our systems so more families can access nourishing food, small regenerative farmers can continue to thrive, and our valued Nourish Food Club Members have a great experience.
And when genuine issues happen, we promise to make things right.
The Nourish Guarantee
Our Nourish Guarantee is designed to support genuine order issues while allowing us to continue sustainably providing this food long term.
Examples of situations generally covered include:
- Missing items
- Incorrect items
- Severely damaged products
- Significant egg damage
- Broken seals or leaking items
- Delivery delays resulting in products arriving above refrigerator temperature
- Lost packages
- Major fulfillment or shipping mistakes
If there is an issue with your order, please contact our support team within 7 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Photos of the damage
Photos are especially helpful for damaged products, cracked eggs, leaking items, or packaging concerns since this allows us to submit a FedEx claim and be able to get a small percentage of the box cost refunded (not guaranteed, but we at least try!)
Important Notes About Eggs
Eggs are one of the most fragile foods possible to ship! We overall have a great shipping success rate and package them very carefully, small cracks or minor cosmetic imperfections can occasionally happen during transit and are considered a normal part of shipping farm-fresh eggs.
Examples generally not covered include:
- Small “micro cracks” (these are still usable!)
- Minor shell imperfections
- A single micro-cracked egg within an otherwise intact shipment
If there is significant damage and cracked, unusable eggs in your egg shipment, please reach out and we will gladly review the situation and make things right!
Additionally, unwashed farm-fresh eggs with the natural bloom intact are naturally more temperature resilient than many people realize.
Eggs arriving with ice packs melted or warm do not automatically indicate spoilage. Please refer to the FAQ "The Ice Packs in My Egg Box Melted - Are My Eggs Safe?" for more information.
What Is Generally Not Covered
Examples of situations generally not covered include:
- Taste or personal preferences despite the product being properly fulfilled and safe.
- Because our products are perishable, we’re not able to accept returns for things like change of mind or taste preference.
- Minor cosmetic imperfections (this is real food production, not factory farm conditions)
- Small egg micro cracks, these are still usable :)
- Meat products arriving cold but not frozen (at 40 deg F or cooler, according to USDA standards, is safe)
- Sourdough products arriving thawed (since these are cooked products and can be placed back in the fridge or freezer no problem)
- Issues related to cooking or preparation in your home
- Concerns reported outside the 7-day reporting window
- Problems caused after delivery due to improper storage or handling
- Scam websites, impersonators, or companies pretending to be Nourish Food Club
Please note that food from small regenerative farms can naturally vary throughout the seasons. This is very different than factory farm conditions where products are repeatable due to the factory conditions. Flavor, color, texture, and appearance may differ from batch to batch due to weather, forage conditions, animal diets, and traditional production methods.
Returns
Because we ship highly perishable food, we are generally unable to accept physical returns once products have shipped.
If there is an issue with your order, please contact our support team directly and we will review the situation with you and make things right.
Cooking & Preparation
Many of our products are raised and produced differently than conventional grocery store foods and may cook or behave differently.
For example:
- Grass-fed and regeneratively raised meats are often leaner and have more collagen and connective tissue
- Pasture-raised products can vary naturally season to season (since we don't raise animals in confinement factory barns)
We are unable to offer refunds or replacements for issues related to cooking methods, preparation mistakes, or unfamiliarity with the products themselves.
If you need help preparing a product, our team is always happy to help provide guidance and resources.
Because we work with small regenerative farms and traditional food production methods, natural variation is completely normal. (Compared to factory farm conditions)
Natural Variation is Expected With Real Farm-Fresh Food
It’s also important to remember that food from small regenerative farms naturally varies throughout the seasons. Unlike factory-farmed products produced under highly controlled industrial conditions, real farm-fresh food (flavor, color, texture, fat content and appearance) can change and naturally vary throughout the seasons depending on:
- Forage
- Weather
- Small batch production
- Traditional preparation methods
This is one of the beautiful parts of real farm-fresh food raised in nature rather than highly standardized industrial systems with factory settings.
Please Help Us Keep This Sustainable
We genuinely care about our members and want customers to feel supported when real issues happen. Please always report issues with your orders, as that feedback helps us continue improving our systems and member experience. And again, we promise to make things right when genuine issues happen.
At the same time, the reality is that margins in food production are extremely small, especially for small farms shipping highly perishable products nationwide. Refunds and reshipments are incredibly costly for businesses like ours.
So we kindly ask members to approach the Nourish Guarantee honestly and reasonably so we can continue supporting regenerative farms and providing this food long term.
We reserve the right to deny refunds, reshipments, or support requests that appear abusive, dishonest, fraudulent, or outside the scope of the Nourish Guarantee.
We genuinely care about our members and want customers to feel supported when issues happen during shipments.
Thank you for supporting what we’re building here and for being a part of changing the food system with us. It truly means more than you know 💛
Contact Us
If there is an issue with your order, please email our support team within 7 days of delivery so our team can best assist you.
