Order Issues
Something didn't go right? We want to make it right. Here's what to do.
The fastest way to resolve any issue: reply to any email you've received from us. Gideon reads every message personally and will take care of it right away — usually the same day.
Missing or Wrong Items
Something in your order wasn't right
We pack every order carefully, but occasionally a mistake happens — a wrong item, something left out, or a mix-up at the pickup location. We'll always make it right.
Check your Packing Slip to verify what was packed vs. what arrived.
Reply to any email from us and tell us what was missing or incorrect, including your order number if you have it.
We'll arrange a credit or replacement — whichever makes the most sense for the situation.
Damaged or Arrived Warm
Food that wasn't in the condition you expected
If food arrived in a condition that concerns you — let us know. Worth keeping in mind that since this is fully natural food, it doesn't necessarily go bad the way processed food does. It may just turn slightly sour a bit faster, and in many cases is still perfectly safe. That said, it does depend on the specific item, so when in doubt, reach out and we'll help you assess it.
Refrigerate it right away and contact us so we know what happened.
Take a photo if possible — it helps us understand what happened and improve our process.
Reply to any email from us with a description and the photo. We'll talk it through and figure out whether a credit or a replacement makes the most sense.
Missing Milk in My Order
Your order arrived short on milk
We actually have plenty of milk — if your order came up short, it was most likely a human error somewhere along the way. Maybe the driver miscounted, or another beneficiary accidentally took too much at the pickup location. Either way, it's our responsibility and we'll make it right.
You will not be charged for milk you didn't receive.
Check your Packing Slip — if we caught the shortage on our end, it will have been noted there and your charge adjusted accordingly.
If you didn't receive a notice but your order was short, reply to any email from us and let us know.
We'll issue a full credit, or check whether there's a way to get the missing milk to you before your next delivery date — whichever works better for you.
Billing Question or Overcharge
Something on your statement doesn't look right
Because many of our items are priced by weight (cut to order), the final charge is confirmed the day before delivery once the exact weight is known. This means the amount charged may differ slightly from your estimated total at checkout.
Check your order confirmation and charge confirmation emails — the charge email sent the day before delivery will show the final breakdown by weight.
If something still doesn't look right, reply to any email from us with your order number and what you're seeing on your statement.
Gideon will review it personally and issue a credit to your account if there was an error — usually the same day. (If you'd prefer a refund instead, just let us know and we'll take care of that too.)
Need help with something else?
We're always glad to hear from you.