Refund policy

Product Availability. 

Our company strives to offer a variety of high-quality, fresh pantry and refrigerated food items. However, due to the perishable nature and demand for these products, it is possible that some items may not be available at certain times or locations. Therefore, there is a possibility that at the time of placing an order, a scenario may arise where one or more products are out of stock.

That being said, the customer assumes the risk, upon checkout, that some of their products may not be delivered. After the payment is processed, the order may be canceled at the customer's request, as long as it has not yet been processed or dispatched by any of the warehouses.

Shipping Policy 

Because we carry refrigerated/frozen products, it is our duty to ensure the appropriate conditions so that these products can be shipped and received by customers in correct condition. For this reason, shipments of frozen products are made between Monday and Tuesday of each week to ensure quality and freshness. Most purchases made from Wednesday onwards are shipped at the beginning of the following week to prevent orders from sitting in transit over the weekend at a UPS warehouse. This excludes orders that have one (1) day shipping.

The shipping service provided by UPS is external to us, and any delay caused by the company is not tied to our service. Although it is not part of our service, for frozen/refrigerated products that suffer delays and arrive in poor condition, a refund or replacement of the products will be issued depending on the case. 

Taking the aforementioned into account, in cases where there is a delivery delay due to UPS, the order does not qualify for cancellation. This means you should consider all information carefully, because once checkout is complete, a delay by UPS will not be sufficient grounds to cancel your order. 

Refund, Replacement, or Cancellation Policies.

Our goal as an organization is for the customer to receive their complete order in the shortest time possible, and we work toward that end.

In addition to the internal factors that influence this, we must also clarify that external factors add variables. All of this is taken into account to achieve our objective. There will be situations where one of these factors arises and the complete order cannot be delivered on time. For these cases, we have different action plans depending on the specific scenario (refund, replacement, cancellation).

For MamaFoods to offer one of these solutions, the customer must provide the corresponding information and evidence. This applies to cases where the company cannot verify the information on its own. Dissatisfaction must be reported within the first 7 days after receiving the order. 

REFUND OR REPLACEMENT. 

1- MISSING PRODUCT

  1. Missing product(s) in an order with or without prior notice.

Note: (Information and evidence must be provided)

    • Refund: Applies. 
    • Shipping Refund: Up to a maximum of 50% shipping refund if the missing products represent 75% or more of the total order amount. 
    • Replacement: 
    1. For pantry items, provided that the shipping cost is not higher than the product(s) to be sent. 
    2. For frozen items, only if the product(s) total more than $40 and, at the same time, represent 50% or more of the total order amount. 
    1. Missing product(s) due to out of stock.

Note: (Information and evidence must be provided)

    • Refund: Applies. 
    • Shipping Refund: Up to a maximum of 50% shipping refund if the missing products represent 75% or more of the total order amount. 
    • Replacement: Does not apply BECAUSE we do not have the product in the warehouse assigned to dispatch to the customer (by zone).

2- EXPIRED PRODUCT OR PRODUCT NEAR EXPIRATION DATE

Note: For this section, it is important to clarify that there will be two types of products: FRESH and NON-FRESH. Within the FRESH category, we include different types of cheeses, which have a relatively short expiration date. 

Scenarios: 

    1. For expired products and products with an expiration date less than 6 weeks away. 
    2. For expired FRESH products and FRESH products with an expiration date less than 15 days away.
    3. The date limit is calculated from the time the order is delivered to the date marked on the product.

Note: (Information and evidence must be provided)

    • Refund: Applies
      • Shipping Refund: Up to a max of 50% shipping refund if the missing products represent 75% or more of the total order amount.
    • Replacement:
      • For pantry items, provided that the shipping cost is not higher than the product to be sent. 
      • For frozen items (fresh products are included within frozen), only if the product(s) total more than $40 and, at the same time, represent 50% or more of the total order amount. 

3- CARRIER-RELATED ISSUES

Optional Shipping Protection:

To ensure your total peace of mind, we have implemented Shipping Insurance for a fixed cost of $4.99.

    • What does it cover? By selecting this option at checkout, our store assumes full responsibility for any eventuality caused by the transport company (loss, theft, or physical damage during transit). We will take care of replacing your merchandise or managing the refund without complications.

 

    • What if I choose not to pay for it? The insurance is entirely optional. However, by declining this protection, the customer accepts that any issue arising from the carrier's handling falls outside our jurisdiction, and we will not be able to issue refunds or exchanges for incidents occurring during transit.

 

ORDER CANCELLATION.

While we understand that certain inconveniences may arise that lead customers to decide to cancel their orders, we must clarify that once an order has been registered in our system, there are many economic and operational factors tied to the fulfillment and shipping process. These factors cannot be ignored, which is why we have specific conditions that an order must meet to be eligible for cancellation. 

A canceled order results in a full refund of the amount paid. That is, the total purchase price including one hundred percent (100%) of the shipping cost. 

Conditions: 

      1. The customer submits a cancellation request and the order has not yet been processed by any of our warehouses. Once an order has been fulfilled or dispatched, it cannot be canceled.
      2. UPS never delivered the order and the customer does not wish for a replacement.
      3. Mutual agreement between both parties due to specific circumstances.

By meeting one or more of the aforementioned conditions, the customer has the right to request the cancellation of their order.