Refund policy

Product Availability.

Our company strives to provide a variety of fresh, high-quality pantry and refrigerated foods. However, due to the perishable nature and demand for these products, some items may no longer be available at certain times or locations. This is why there is a possibility that when loading an order, a scenario arises where one or more products are out of stock.

That said, the client assumes the risk, when checking out, that any of their products cannot be delivered. After processing the payment, the order can 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 have refrigerated/frozen products, it is our duty to provide favorable conditions so that these products can be shipped and that they are in proper condition when received by customers. For this reason, shipments of frozen products are made between Monday and Tuesday of each week to ensure their quality and freshness. Most purchases made on or after Wednesday ship early the following week to avoid orders sitting in transit over the weekend at a UPS warehouse. Except for orders that have only one (1) day of shipping.

The shipping service provided by UPS is beyond our control and if there is any delay by the company, it is not tied to our service. Even though it is not part of our service, for frozen/refrigerated products that are delayed and arrive in poor condition, a refund or replacement of the products will be made depending on the case.

Taking into account the aforementioned, in the case where there is a delay in delivery due to UPS, the order does not apply for cancellation. This means that, take all the information into consideration because once the checkout is done, a delay by UPS will not be a sufficient reason to cancel your order.

Refund, Replacement or Cancellation Policies.

Our goal as an organization is that the client receives his complete order in the shortest possible time.

In addition to the internal agents that influence so that this is not fulfilled, we must also clarify that there are external factors that add variables. All this is taken into account to achieve our goal. There will be situations in which one of these factors is present and the complete order cannot be delivered and/or on time. For which we have different action plans depending on the particular scenario (refund, replacement, cancellation).

In order for MamaFoods to offer one of these solutions, the client must provide the corresponding information and evidence. This is for cases in which the company cannot corroborate the information on its own. The non-conformity must be notified within the first 7 days after receiving the order.

REFUND OR REPLACEMENT.

1- MISSING PRODUCT

  1. Missing product(s) on order with or without notice.
  2. Product(s) broken, damaged, or opened due to delay or mishandling by UPS.

Note: (Information and evidence must be provided)

  • Refund: Applies.
  • Refund Shipping: Up to a maximum of 50% refund shipping if the missing products are 75% or more of the total amount of the order.
  • Replacement:
  1. For pantry as long as the shipping cost is not greater than the product(s) to be shipped.
  2. For frozen only if the product or products add up to more than $40 and, at the same time, it is or are 50% or more of the total amount of the order.
1. Missing product(s) due to being out of stock.

Note: (Information and evidence must be provided)

  • Refund: Applies.
  • Refund Shipping: Up to a maximum of 50% refund shipping if the missing products are 75% or more of the total amount of the order.
  • Replacement: Does not apply BECAUSE we do not have the product in the Warehouse that the customer has to dispatch. (By zone).
  1. PRODUCT EXPIRED OR NEAR EXPIRATION DATE

Note: For this section, it is important to clarify that there will be two types of products, FRESH and NOT FRESH. Within the FRESH category, we have different types of cheeses, which have relatively short expiration dates. The date limit is from when the order is delivered until the date marked on the product.

Scenarios:

  • For expired products and products with an expiration date of less than 6 weeks.
  • For expired FRESH products and FRESH products with an expiration date of less than 15 days. 

Note: (Information and evidence must be provided)

  • Refund: Applies
  • Refund Shipping: Up to a 50% refund of shipping if the missing products are 75% or more of the total amount of the order.
  • Replacement:
  1. For pantry as long as the shipping cost is not greater than the product to be shipped.
  2. For frozen (fresh products are inside frozen) only if the product(s) add up to more than $40 and at the same time is 50% or more of the total amount of the order.

ORDER CANCELLATION.

Although we understand that some inconveniences that could occur are enough for certain clients to decide to cancel their orders, we must clarify that once your order is registered in our system there are many economic and operational factors tied to the process of completing and shipping your order. These factors cannot be ignored and that is why we have certain specific conditions that an order must meet in order to be canceled.

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

Conditions:

  • The client makes the cancellation request and the order has not yet been processed by any of our warehouses. Once an order has been completed or dispatched it cannot be canceled.
  • UPS never delivered the order and the customer does not want a replacement.
  • Mutual agreement between both parties for specific situations.

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