RETURN POLICY

RETURN & REFUND POLICY

All Alive Ferments products are living, perishable fermented foods. For health and safety reasons, food products are not returnable or exchangeable. All food sales are final.

If the incorrect item is sent or there is a verifiable issue with an order, such as a broken jar, damaged packaging, or significant product loss, please contact us within 5 days of delivery. The issue will be resolved with a refund, store credit, or replacement, as appropriate.

The following are not covered: taste preference, buyer’s remorse, or natural fermentation activity. Products that arrive at room temperature, with slight lid bulging or minor brine seepage, are exhibiting normal characteristics of living fermented foods.

There are no restocking fees. For approved damaged, defective, or incorrect orders, customers are not responsible for return shipping unless a return is specifically requested by Alive Ferments.

All refunds are processed back to the original form of payment. Please allow 7-10 business days for the amount to post to your account.

To report an issue, please email info@aliveferments.com with the order number and a photograph documenting the problem.

DAMAGED OR DEFECTIVE ORDERS

If an order arrives with a broken jar, damaged packaging, or significant product loss, contact customer service within 5 days of delivery. Please include photographs of the damage. Any necessary carrier claims will be handled by Alive Ferments.

CANCELLATIONS

To cancel an order, contact info@aliveferments.com as soon as possible. Once an order has shipped, cancellation or changes are not possible. Edits can be accommodated prior to shipment.

UNDELIVERABLE PACKAGES

Orders that are refused, undeliverable, or returned due to an incorrect address provided at checkout will be reshipped at the customer's expense. If a package is unsuccessfully delivered after multiple attempts, the same policy applies.

WHOLESALE & RETAIL PURCHASES

For products purchased at a retail location, contact the store of purchase directly for any return or refund requests.

QUESTIONS?

For assistance, please email us at info@aliveferments.com, call 619-883-8132, or send us a message through our website chat. 

Customer service is available Monday through Friday, from 9 am to 5 pm PST. Messages received outside of business hours will be addressed on the next business day.

We're a small team in San Diego, and we genuinely want to make it right.