Though we do our very best to keep errors from occurring, there are instances where an order processing issue can occur. We are happy to replace/refund for any spoiled/stale item, missing item, incorrect item shipped that was not ordered, item with a broken seal in a package that has not been tampered with, or issue caused by an internal error. Please submit all claims via the instructions below.
In the event that you are not pleased with one of our products, we offer a full refund, replacement, or exchange within the first 21 days of your purchase online or in store if the item contains 90% of the original product and is returned in it’s original packaging and in the condition it was received.
**Issues with the following items are only eligible for replacement/refund/exchange or Store/Online discount codes if reported within 7 days of purchase.
- Banana Bread
- Cheese Wafers
- Fruit Cake
- Glazed Pecans
- Key Lime Pecans
- Orange Pecans
- Pecan Fudge
- Pecan Loaf
- Pecan Pie (All flavors)
- Praline Coated Pecans
- Yogurt Coated Pecans
***[Because we are considered a specialty grocery store with perishable food items, if 7 days for the above mentioned products or 21 days for the remainder of our products have passed since your purchase, you will not be offered a refund, replacement, and/or exchange.]
PAYMENT METHODS FOR RETURNS/REFUNDS:
Refunds will be applied to the same payment method used to purchase the item or can be applied as store credit.
We do not accept returns or exchanges of food products with the exception of the below mentioned items. These items must be stored at the recommended storage parameters and returned within 21 days of purchase.
If return items are purchased online within 21 days and exceed 10 pounds of product, we will issue a call tag for the item to be returned and inspected before issuing a refund/replacement. 90% of the item must be returned intact/as received.
ELIGIBLE FOR RETURN/EXCHANGE (UNOPENED):
- Inshell Pecans
- Shelled Pecan Halves
- Pecan Pieces
- Jar Items
- Gift shop items (not damaged)
- Apparel (Not damaged)
*All other items reported within 21 days of purchase are only available for refund or
replacement if damaged.
INELIGIBLE FOR REFUNDS/REPLACEMENTS/EXCHANGES:
1. Issues with orders placed by customers via our online platform that do not qualify for refunds, replacements, or returns are:
a. Incorrect/undeliverable shipping addresses input by customer via our online
platform/website.(Please verify your addresses.)
b. Incorrect item ordered by customer. (Item titles with descriptions are available
c. Items not stored at the appropriate temperatures and other parameters
referenced online or on our packaging.
d. Subscription orders that have not been processed through 2 or more billing
e. Packages that arrived damaged due to the shipping carrier, stolen, or no proof of
i. If this does occur, please file a claim with the shipping carrier directly.
Once the item leaves our facility, we can no longer guarantee the quality
of how it is received.
2. Items received as gifts. If you have received an item as a gift and you do not have the receipt showing that the item was purchased within the last 21 days, you will not be eligible for a return/refund/replacement.
a. Issues with items received as gifts within 21 days of purchase may be eligible for
online/in store discount codes on future purchases. Discount codes are provided
at the discretion of Ellis Bros. Pecans.
b. Items received as gifts in which you do have the proof of purchase receipt
showing that the product was purchased within 21 days is eligible for
replacement or refund back to the original payment method or store credit.
SUBMIT A CLAIM
To submit a claim for an item purchased online or in our store, please email the following information to firstname.lastname@example.org:
1. Your first and last name.
2. Your email address & phone number.
3. Date of purchase. Must provide a photo or screenshot of the receipt.
4. Your payment method along with the last 4 digits of the card (Visa, payPal, ShopPay, Check, Cash, etc…)
5. The product you are wishing to submit for refund/replacement. (8 oz chocolate covered pecans)
6. The issue with the product. (Seal broken, foreign object, spoiled, etc..)
7. Photo(s) of the product with our label in clear and readable view.
We will respond to your claim within 2 business days.
Ellis Bros. Pecans reserves the right to inspect all claims, make adjustments, issue discount codes, issue store credit, and deny claims.