We strive to provide fresh food products that you fall in love with every time. But we understand that sometimes things just don’t work out.

If you would like to return all or part of your order, please reach out to our Guest Experience and Support team via [email protected] within 30 days of purchase with your order number and the item(s) you want to return.

To be eligible for a return, your order must be unconsumed (for dry foods and packaging only), unopened from its original packaging, and in the same condition that you received it.

• Your item must be in the original packaging with a valid reason to return it, such as damaged upon receipt or the like.
• Your item needs to have a receipt or proof of purchase.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain number of days, depending on your card issuer’s policies.

Shipping

You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us

If you have any questions on how to return your item to us, contact us at [email protected].

Can I return fresh food products? 

Our Food Products like coffee, are perishable, and our whole beans are roasted to order, so we’re unable to accept returns on coffee and highland fruits and vegetables. But don’t worry—we’re here to help! If there was an error with your order, please contact us at [email protected] within 30 days of your purchase. If you’re dissatisfied with your coffee, our expert Guest Experience team will help you track down your soon-to-be favorites.

For other wholefoods varieties, we strongly suggest ensuring you have the correct product prior to placing an order.

Cancellation Policies

Cancellation can be done instantly after you have placed the order, as long as the shipment has not been arranged or has not been received by the recipient. All cancellation requests made after we arrange the shipment will need our approval by sending a cancellation request via [email protected]. Buyers can only submit one cancellation request for every order. If your cancellation request is rejected or withdrawn, you will not be able to submit another request for the same order.

Cancellation works differently for different types of orders.

Paid local or overseas order (not pre-order item) and Paid pre-order overseas order

1. Cancellation can be done instantly at any time before we arrange the shipment.
2. You will not be able to cancel your order once the shipment has been arranged.

Paid local (pre-order item)

1. Cancellation can be done instantly within 1 hour after you have placed the order and before the seller arranges shipment.
2. After the 1-hour mark from order placement, the cancellation request will be subject for approval. Please send us a cancellation email request immediately and specify your cancellation reason.
3. You will not be able to cancel your order once the shipment has been arranged.

What should I do if my order arrives defective or damaged? 

Please email our Guest Experience team with your order number (or shipping address) and a photo of the damaged item (along with a photo of the shipping box) so we can assist you and report this to our food packaging facility and product team. We’ll get you sorted right away!