Refunds, Returns & Credits

Here’s how we handle returns, credits, and refunds, and what to expect when it comes to adjustments or issues with an order.

Our General Policy

• Most sales are final once an order is placed.
  

• Refunds are limited and depend on the situation.
  

• In most cases, we offer credit rather than a refund.
  

• What we offer depends on:
  

• Who caused the issue (customer, facility, or us)
  

• What type of item it is (perishable or not)
  

• Whether the order has already shipped
  
  

We’ll always do our best to make things right.

Order Changes, Cancellations & Modifications

• Once an order is placed, it can’t always be changed or canceled.
  

• If you catch something early and contact us before shipping, we may be able to help — but we can’t guarantee it.
  

• Please double-check all order details before you check out.
  
  

If a Facility Refuses the Package

Sometimes a facility rejects a package for reasons outside our control:

• The person was transferred, out to court, or hospitalized
  

• They’re on temporary restriction
  

• They’ve already received their maximum packages
  

• The ID number or facility was incorrect
  

• Facility policies changed
  

• The package exceeded the weight limit
  
  

In these cases:

• Perishable items may be discarded and are not refundable
  

• Non-perishable items may be:
  

• Held and reshipped later (shipping charges may apply)
  

• Added to a future order
  

• Credited to your account
  

• Refunds are not typically issued
  
  

When it’s our fault or the carrier’s:

If a package is refused due to an error on our part or a shipping issue:

• We’ll replace the affected items
  

• We’ll reship the package at no cost
  

• In some cases, we may issue a credit or refund
  
  

Perishable vs. Non-Perishable Items

We follow standard industry practices:

Perishable Items

• Can’t be returned
  

• May be discarded if refused
  

• Only refunded or replaced if the issue is our fault
  
  

Non-Perishable Items

• May be eligible for reshipment or credit
  

• Refunds are rare but may be offered if we’re at fault or in unique cases.
  
  

Substitutions & Dissatisfaction

If an item is out of stock, we may substitute it with a similar, approved item to avoid delays.

If you’re unhappy with a substitution:

• We’ll offer you a credit
  

• Refunds are rare, but we’ll review each case
  

• Credits can be applied to a future order
  
  

Damaged, Missing, or Incorrect Items

If something is wrong with your order:

• Let us know as soon as possible
  

• We may ask for confirmation from the facility mailroom
  

• Depending on the situation, we may:
  

• Replace the item
  

• Issue a credit
  

• Offer a refund (less common)
  
  

Shipping fees are usually non-refundable.

Reshipments

If your package needs to be resent:

• You may need to cover shipping costs
  

• We can only reship if the recipient is eligible to receive packages
  

• Discounted shipping rates may not apply
  
  

We typically don’t offer refunds instead of reshipments unless we caused the issue.

Credits vs. Refunds

We generally issue credits instead of refunds.

Credits:

• Can be applied to future orders
  

• May have expiration terms (we’ll let you know)
  
  

Refunds:

• Are issued at our discretion
  

• Are returned to the original payment method
  

• May take time to process depending on the payment provider
  
  

Payment Method Limitations

• Refunds are only issued to the original payment method
  

• Some services (like PayPal) may limit refunds for certain items
  

• Refund processing times vary
  
  

What Is Not Refundable

The following are not eligible for refund unless we’re at fault:

• Shipping and handling fees
  

• Perishable goods
  

• Orders refused due to incorrect info provided at checkout
  

• Orders that were already delivered to the facility
  

• Custom or special-order items (where applicable)
  
  

How to Report an Issue

Need help? Just contact our support team.

Please have the following ready:

• Your order number
  

• A description of the issue
  

• The name and facility of the person you sent the package to
  
  

Response times may vary, but we’ll work to resolve the issue quickly.

Final Word

We reserve the right to:

• Make the final decision on any refund, return, or credit
  

• Deny requests when policies aren’t followed
  

• Update our refund policies at any time
  
  

Thanks for taking the time to review our policy. If you have questions, we’re here to help.