100% Satisfaction Guarantee -- We want you to have complete faith in our company and our long term storable foods. To this end we stand behind everything we sell. If for any reason you are not completely satisfied with your purchase, just return it within 10 days and we will gladly refund your money, exchange it, or credit your account. All refunds will be for the original purchase price (and any sales tax if applicable), excluding shipping and handling fees. Please note: All returns MUST be in re-sellable condition.
Returns -- If you're not happy, we're not happy. We will gladly accept returns based on our Satisfaction Guarantee as stated above. For all Returns, simply call or email our customer service department at 866-404-3663 or firstname.lastname@example.org, and a qualified member of our staff will assist you.
Please be Sure to save your original Packaging and Packing Slip. You may return any product within 10 days from the date of your order for a replacement or a full refund of the purchase price of the item provided:
1. Item(s) are double boxed and in re-sellable condition. Products cannot be altered, marred or damaged in any way
2. Item(s) are returned in original condition, in original packaging (double boxed)
3. The "RMA" (Return Merchandise Authorization) number is clearly visible on the outside of the return package. (RMA number is issued by the Freeze Dry Guy Staff member)
Upon completion of the above mentioned process, the return product is to be sent back to our Warehouse for inspection. Once the inspection has been completed, and product approved, a refund or credit of the purchased price will be issued.
The mailing costs of returning any merchandise to Freeze Dry Guy is the responsibility of the customer. We recommend insuring packages as we cannot be responsible for lost or damaged shipments. All refunds will be for the original purchase price (and any sales tax if applicable), excluding shipping and handling fees.
If an order must be canceled while in transit, customer is responsible for all shipping costs as well as any interception fees per package. Charges will be deducted from refunded amount.
If the return is due to our error and a replacement is requested, we will pay for all shipping costs to send replacement products.
Refunds will be credited to the credit card originally used to pay for the order or by company check for check and money order purchases.
Non-defective items returned after 10 business days will be subject to a 25% restocking fee.
Remember to print the RMA number clearly on the outside of your return package.
Damaged/ Lost Product Process/ Policy
When Freeze Dry Guy is notified by a customer regarding a lost or damaged product, the following procedure will take place:
1. Customer MUST KEEP original packaging and damaged product.
2. FDG Team Member must be provided with photo documentation of ALL damaged to product and shipping boxes. Also, the damaged box's tracking number must be provided.
3. FDG Team Member will file a loss or damage claim with shipping carrier.
4. Shipping Carrier will contact the customer regarding damaged or lost product and inform customer of their policy.
5. Once damaged product is in transit back to FDG Warehouse, FDG will send the replacement product(s).