While we strive to pack your order flawlessly, so your food is exactly how you like to eat it, we occasionally make mistakes. If you are not 100% satisfied please let us know right away so we can get on it and come to a resolution with you. The more detail, the better!
The following article highlights some frequently asked questions surrounding our refund guidelines.
Eligibility of returns - what conditions are returns allowed
Currently, we do not accept any returns or exchanges. As a strictly online grocery company, we are unable to resell any item once it has left our hands. For this reason, we kindly ask that any unwanted items be donated or discarded.
Window of time for Returns
Refunds may be requested within a 7 day period from the day of delivery. All invoices are deemed accurate after 7 days. Any spoiled or missing items must be reported as soon as possible, however, we currently do not accept any returns or exchanges.
Method of Return - how does a customer send things back:
As part of our takeback program, select packaging from partner vendors may be placed into your Spud bin along with any reusable packing materials like ice packs, freezer jackets, plastic produce bags, and dry ice. We will recycle and reuse all returned packaging. Purchased products may not be returned as we currently do not accept any returns or exchanges.
Any Fees for Returns
We currently do not accept any returns or exchanges. There is no associated fee for the collection of Spud bins or items that are part of our takeback program.
Method of Refund
All refunds are by default applied as a credit directly to your SPUD account. This is useful for customers who order on a regular basis as the credit will be available as soon a possible. Refunds must be requested within 7 days and may be denied at any time.
Time in which it takes for customers to get refund:
Refunds are a manual process that are reviewed by our Community Care team as soon as possible. We may reach out directly, should we have any questions. Refunds are typically issued as credit to your account. Once approved, a notification will be sent out via email to confirm the credit has been applied.
Anytime you receive an order that isn’t right, please let us know about it. We do track all these errors so that our various teams can investigate further and make the necessary changes to improve the process.
Please note that photographs are required for all refund requests. Failure to provide a clear photo will result in a refund denial.
If you still need help or have any other questions please contact us.