NEW ENGLAND SMOKEHOUSE JERKY
Refund & Return Policy
Effective Date: October 1, 2025
At New England Smokehouse Jerky, we take great pride in the quality of our handcrafted products. Because our jerky and meat snacks are perishable food items, our refund and return policy differs from traditional retail. Please read this policy carefully before placing an order.
1. General Policy — All Sales Are Final
Due to the perishable and consumable nature of our products, all sales are generally final. We do not accept returns of opened or consumed products, or products that were stored or handled improperly after delivery.
However, we stand behind the quality of every order. If something goes wrong on our end, we will make it right.
2. When We Will Issue a Refund or Replacement
You are eligible for a refund or replacement if your order meets one or more of the following conditions:
- The product arrived damaged, spoiled, or compromised due to packaging failure
- The product does not match your order (wrong item, wrong flavor, wrong quantity)
- The product was lost in transit and confirmed undelivered by the carrier
- The product was delivered significantly past its best-by date due to a shipping error on our part
We do not offer refunds for:
- Change of mind or personal taste preferences
- Products that were improperly stored or handled after delivery
- Delays caused by the carrier once the package has been handed off
- Partial consumption of a product without a documented quality issue
3. How to Submit a Claim
To request a refund or replacement, please contact us within 5 business days of delivery with the following information:
- Your order number
- A clear description of the issue
- Photographs of the damaged or incorrect product and the packaging
- Your preferred resolution: refund or replacement
Claims submitted after the 5-business-day window may not be eligible for resolution. We reserve the right to request additional documentation before approving a claim.
| Situation | Refund Available? | Replacement Available? |
| Damaged / spoiled on arrival | Yes | Yes |
| Wrong item received | Yes | Yes |
| Lost in transit | Yes | Yes |
| Change of mind | No | No |
| Taste preference | No | No |
| Carrier delay (after pickup) | No | No |
| Improper storage after delivery | No | No |
4. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 business days of claim approval. Processing times may vary depending on your bank or card issuer. Shipping charges are non-refundable unless the error was caused by New England Smokehouse Jerky.
5. Replacements
Approved replacement orders will be processed and shipped within 3–5 business days of claim approval, subject to product availability. If a direct replacement is unavailable, we will offer a comparable product or issue a store credit.
6. Wholesale Orders
Wholesale orders are subject to a separate refund and shortage claims process as outlined in the Wholesale Partner Agreement. Wholesale claims must be submitted within 3 business days of delivery. The same documentation requirements apply.
7. Promotional & Discounted Items
Items purchased using promotional discounts, coupons, or loyalty rewards are subject to the same refund policy. Refunds on discounted items will reflect the actual amount paid, not the full retail price.
8. Gift Orders
If a product was received as a gift and there is a quality issue, the gift recipient may submit a claim using their order confirmation information or the order number from the gift purchaser. Refunds for gift orders will be issued to the original purchaser unless otherwise arranged.
9. Contacting Us
Our goal is to resolve every issue quickly and fairly. Please reach out to us as soon as you notice a problem — we are committed to making every order right.
New England Smokehouse Jerky
Operated by: Ed Avery
Contact via the website contact form or email as listed on the Platform.