REFUND & RETURN POLICY
Effective Date: August 4, 2025
At Firma Flavors, your satisfaction is our top priority. We stand behind the quality of our seasoning blends and work hard to ensure every order reaches you in excellent condition. Because our products are perishable and consumable, our refund and return policy follows strict U.S. food safety laws and e-commerce consumer protection regulations.
All Sales Are Final
For health and safety reasons, and to comply with U.S. food handling regulations, we will not be able to accept returns or exchanges of perishable items once they leave our facility. This is to protect the health and safety of all our customers and ensure every product we sell remains uncompromised in quality, freshness, and safety.
Damaged or Defective Products
We define damaged products as items that arrive broken, crushed, or visibly compromised due to shipping issues. Defective products include those with incorrect labeling, missing ingredients, or abnormal quality issues not caused by shipping. If your order shows up damaged, defective, or not quite what you ordered, we’ll work quickly to set things right.
To qualify for a replacement or refund:
- Contact us within 7 days of delivery.
- Email hello@firmaflavors.com with:
- Your order number
- A description of the issue
- Photographs that clearly display the product and the box or wrapping it arrived in
- Processing Time: Once we receive your email and documentation, we’ll review and respond within 3 business days. If approved, we will either:
- Ship a replacement product at no charge, or
- Issue a full or partial refund to your original payment method (at our discretion)
Cancellations
You may request to cancel your order within 2 hours of placing it, as long as it has not been processed for shipment. Processing occurs when your order has been handed to fulfillment or a shipping label has been printed. After that point, your order is being prepared and cannot be canceled.
To request a cancellation, email hello@firmaflavors.com with your order number as soon as possible.
Shipping Issues & Liability Limits
We are not responsible for:
- Delays caused by carriers (e.g., USPS, UPS, FedEx)
- Packages marked as “Delivered” but not received
However, in certain cases, we may offer store credit or a one-time courtesy replacement at our discretion as a gesture of goodwill. If your order hasn’t arrived on time or appears to be missing, reach out to us right away so we can assist in filing a carrier claim or locating your package.
Non-Refundable Situations
We cannot offer refunds, replacements, or exchanges for:
- Products that have been opened or used
- Requests made more than 7 days after delivery
- Incorrect addresses or failed deliveries due to customer input error
- Change of mind or taste preference
Customer Service Commitment
While our policy must follow food safety laws, we are committed to your satisfaction. If something isn’t right—even if it falls outside the situations above—please reach out. We’ll do our best to find a fair solution.
Contact Us
When emailing us, please use one of the following subject lines to help us respond faster:
Damaged Item – Order
#[Order Number]
Incorrect Item – Order
#[Order Number]
Cancel Order
#[Order Number]
Email: hello@firmaflavors.com
Address: Firma LLC,
1835 E Edgewood Dr, Suite 105, Appleton, WI, 53914