Refund policy

Return and Refund Policy

Effective Date: 1/1/2023

At Parker Pastures, we stand behind the quality of our products and are committed to customer satisfaction. This policy outlines what is covered, what is not covered, and the process for resolving issues with your order.

IMPORTANT: By placing an order, you acknowledge and agree to the terms of this Return and Refund Policy.

What We Cover

We will address the following issues when they occur due to our error or shipping/handling failures:

Covered Issues:

  1. Packaging Damage:

    • Tears or holes in packaging larger than ½ inch that expose meat to air or contamination
    • Packages that arrive unsealed, with broken, compromised, or loose vacuum seals
    • Damage must be photographed before opening or handling the product

  2. Temperature Failures:

    • Meat that arrives warm or outside of safe temperature range (above 40°F)
    • Must be verified with thermometer reading upon delivery
    • Product must still be in original, unopened packaging

  3. Quality Issues Due to Our Error:

    • Visible freezer burn (significant discoloration, ice crystals, or dried-out sections) that existed prior to shipment
    • Does not cover freezer burn that occurs after delivery due to customer storage

  4. Order Errors:

    • Missing items that are listed on your packing slip or invoice but not present in the shipment
    • Incorrect quantity shipped (significantly under the ordered amount)

Mandatory Claim Requirements

To be eligible for refund, replacement, or store credit, you MUST:

1. Timely Notification

  • Contact us within 24 hours of confirmed delivery
  • Email: info@parkerpastures.com with "Order Issue - [Order Number]" in subject line
  • Include your order number, delivery date, and detailed description of the issue

2. Required Photo Documentation

Photographic evidence is MANDATORY and must include all or some of the following:

  • Package exterior: Shipping box with label and tracking number clearly visible
  • Packaging condition: Damaged areas, broken seals, or compromised vacuum packaging
  • Product condition: Meat still in original packaging showing the issue
  • Temperature verification: Digital thermometer reading placed directly on/between products (for temperature claims)
  • Packing slip: Show all items received compared to packing slip
  • Date verification: Include dated newspaper, phone screen with date/time, or other timestamp in photos

Claims submitted without complete photographic documentation will be denied.

3. Product Condition Requirements

  • Product must remain in original, unopened packaging until claim is resolved
  • Product must not be frozen by customer (freezing masks original condition)
  • Product must not be consumed, cooked, or opened before photos are taken
  • Packaging materials must be retained for potential return or inspection

Once product is opened, consumed, frozen, or disposed of, no claims will be accepted.

What We Do NOT Cover

The following situations are NOT eligible for refunds, replacements, or store credit:

Customer Responsibility Issues:

  1. Address Errors:
    • Incorrect, incomplete, or outdated shipping addresses provided by customer
    • Refusal to accept delivery
    • Packages delivered to address provided but customer claims it was "wrong"
    • Late deliveries resulting from incorrect address information
    • Additional shipping costs due to address corrections

Address Verification Process:
If an address is flagged as incorrect in our system:

  • We will make two attempts to contact you via email and/or text within 48 hours
  • If we receive no response within 48 hours, order ships to the address originally provided
  • We are not liable for lost or mis-delivered packages due to address issues
  • You are responsible for providing accurate shipping information at checkout

  1. Delivery Reception Failures:

    • Inability to retrieve your order on the delivery date
    • Packages left outside resulting in thawing or temperature abuse
    • Failure to be present for signature-required deliveries
    • Products that thaw because customer was unavailable to receive delivery
    • Delay in bringing package inside after delivery confirmation

  2. Customer-Caused Temperature Issues:

    • Product left outside for more than 2 hours after delivery
    • Product transported in warm vehicle without refrigeration
    • Thawing due to customer storage conditions
    • Power outages or refrigerator/freezer failures after delivery
    • Re-freezing of products after thawing

  3. Preference and Subjective Issues:

    • Taste, flavor, or texture preferences ("I don't like the taste")
    • Color variations inherent to natural meat products
    • Size or thickness preferences (unless significantly different from product description)
    • Fat content or marbling that is normal for the cut
    • "Changed my mind" after delivery

  4. Post-Delivery Quality Issues:

    • Freezer burn that develops after delivery due to customer storage
    • Product quality degradation due to improper customer storage
    • Issues arising after product has been frozen by customer
    • Contamination after customer opens packaging

  5. Minor or Cosmetic Issues:

    • Small tears in packaging (under ½ inch) that do not expose meat
    • Minor ice crystals or frost on exterior of sealed packaging
    • Slight condensation inside sealed packaging
    • Cosmetic box damage that does not affect product integrity

  6. Issues Outside Our Control:

    • Porch theft or stolen packages after confirmed delivery
    • Damage occurring after delivery confirmation
    • Normal variations in meat appearance, color, and size

     

Claim Investigation Process

We reserve the right to investigate all claims thoroughly.

Our Investigation May Include:

  • Review of shipping and handling records
  • Analysis of packaging and temperature logs
  • Verification with shipping carrier
  • Request for additional photos or information
  • Request for product return at our expense (for certain claims)
  • Comparison with carrier delivery photos and tracking data

Processing Time: Claims will be reviewed within 5-10 business days of receiving complete documentation.

Right to Deny: We reserve the right to deny claims that:

  • Lack complete required documentation
  • Show evidence of customer mishandling
  • Are inconsistent with shipping records
  • Appear fraudulent or exaggerated
  • Do not meet coverage criteria outlined in this policy

Resolution Options

For approved claims only, we offer the following resolution options at our sole discretion:

Option 1: Replacement Product

  • Subject to product availability
  • Shipped at no additional cost to you
  • May require return of original product at our expense
  • Replacement is of equal value to affected items only, not entire order

Option 2: Store Credit

  • Issued as a gift card code via email
  • Credit amount covers affected items only
  • 1 year expiration date on store credit
  • Can be used for any products on our website
  • Non-transferable

Option 3: Refund (Limited Circumstances)

  • Cash refunds issued only in exceptional circumstances at our discretion
  • Partial refunds cover only affected items, not entire order unless entire order is affected
  • Refunds processed within 10 business days to original payment method
  • Original shipping costs are non-refundable unless the entire order is affected
  • Customer is responsible for return shipping costs unless we request product return

We determine the appropriate resolution based on:

  • Nature and severity of the issue
  • Product availability
  • Shipping costs and logistics
  • Customer order history
  • Investigation findings

Pre-Orders and Deposits

Deposits for pre-orders are handled differently:

Deposit Policy:

  • Deposits are non-refundable in cash
  • If you cancel a pre-order, deposit amount will be converted to store credit (gift card)
  • Gift card has 1 year expiration date and can be used for any website purchase
  • Gift cards are non-transferable
  • No cash refunds will be issued for canceled pre-order deposits

Returns

Due to the perishable nature of our products and food safety regulations, we do NOT accept returns.

Return Requests at Our Discretion:
In rare cases, we may request return of product for quality investigation at our expense. This is at our sole discretion and does not constitute acceptance of returns generally.

Excessive or Fraudulent Claims

We reserve the right to:

  • Refuse future orders from customers with excessive or fraudulent claims
  • Terminate accounts of customers who abuse this policy
  • Pursue legal action for fraudulent claims or misrepresentation
  • Report fraud to law enforcement and payment processors
  • Charge for product if investigation reveals fraudulent claim after refund issued

Pattern of Excessive Claims: If you submit claims on more than 25% of your orders, we may:

  • Require additional verification for future claims
  • Limit resolution options to store credit only
  • Restrict or terminate your ability to order

Limitations and Disclaimers

Maximum Liability

Our total liability for any claim shall not exceed the purchase price of the affected items in your order.

We are not liable for:

  • Consequential damages (spoilage of other food, meals missed, etc.)
  • Incidental damages (cost of shopping elsewhere, time spent, etc.)
  • Indirect damages (lost events, gatherings impacted, etc.)
  • Emotional distress or inconvenience
  • Damages beyond replacement value of affected products

Product Quality Expectations

  • Natural variations in color, marbling, size, and appearance are normal for meat products and not defects
  • Product photos on website are representative, not exact depictions
  • Slight variations from product descriptions do not constitute grounds for refund
  • USDA-inspected meat meets all federal quality and safety standards

Inspection Requirement

YOU MUST INSPECT YOUR ORDER IMMEDIATELY UPON DELIVERY.

  • Inspection must occur while product is still cold
  • Inspection must occur within 2 hours of delivery confirmation
  • Take photos immediately if any issues are present
  • Claims for issues that would have been visible upon immediate inspection will not be accepted if reported more than 24 hours after delivery

If you cannot receive delivery during normal hours, use carrier hold-for-pickup options or ship to a location where someone can receive and inspect immediately.

How to Submit a Claim

Step 1: Contact Us Promptly

Within 24 hours of delivery, email us at:
Email: info@parkerpastures.com
Subject Line: Order Issue - [Your Order Number]

Step 2: Provide Required Information

Include in your email:

  • Full name and order number
  • Delivery date and tracking number
  • Detailed description of the issue
  • Which items are affected
  • Your preferred resolution (replacement, store credit, or refund request)

Step 3: Submit Required Photos

Attach clear, well-lit photos showing:

  • Shipping box with label visible
  • All sides of packaging showing damage
  • Product condition (unopened)
  • Temperature reading (for temperature claims)
  • Packing slip and all items received
  • Timestamp or date verification

Step 4: Retain Everything

Keep all packaging, products, and materials until claim is resolved.

Step 5: Await Our Response

  • We will acknowledge your claim within 2 business days
  • Investigation and resolution within 5-10 business days
  • We may request additional information or photos
  • We may request product return at our expense

Customer Responsibilities Summary

By placing an order, you agree to:

✓ Provide accurate shipping information
✓ Be available to receive perishable delivery or arrange alternatives
✓ Inspect package immediately upon delivery
✓ Photograph any issues before opening or freezing product
✓ Report issues within 24 hours with complete documentation
✓ Retain all packaging and products until claim is resolved
✓ Refrigerate or freeze product immediately after inspection (if no issues)
✓ Accept that some issues are not covered by this policy

Failure to meet these responsibilities may result in claim denial.

Modification of This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website.

Your continued use of our services after changes constitutes acceptance of the modified policy.

For orders placed before policy changes, the policy in effect at the time of order placement will apply.

Dispute Resolution

Any disputes arising from this Return and Refund Policy shall be resolved according to the dispute resolution and arbitration terms outlined in our Shipping and Delivery Policy, incorporated here by reference.

Disputes must be resolved individually through binding arbitration in Gunnison County, Colorado, under Colorado law. Class action participation is waived.

Contact Information

For claims and questions about this policy:

Email: info@parkerpastures.com
Subject Line: Return Policy Question OR Order Issue - [Order Number]
Mail: Parker Pastures, 379 County Road 14, Gunnison, CO 81230, United States

Response Time: We respond to all inquiries within 2 business days.

Our Commitment to You

We are committed to delivering high-quality, pasture-raised meat products and providing excellent customer service. This policy ensures fairness for both our customers and our business.

We appreciate your understanding that:

  • Perishable products require special handling and immediate attention
  • Photo documentation protects both you and us
  • Some issues are outside our control
  • We must balance customer satisfaction with business sustainability

Thank you for choosing Parker Pastures. We value your business and look forward to serving you!

Last Updated: 1/28/26