Refund policy

Our Guarantee & Refund Policy

We raise this food ourselves, and we're not interested in you paying for something you're not happy with. If an order isn't right, we fix it.

The guarantee
If you are not satisfied with your order, tell us and we will replace it or refund it. That's the whole policy. You don't need to argue with us, and you don't need to send anything back.

Why we don't accept returns
We don't take returns — not because we're being difficult, but because we sell perishable food. Once meat has left our farm and been out of our hands, we have no way to verify how it was stored, and food safety law prevents us from reselling it. Asking you to ship thawed meat back across the country would be unsafe, expensive, and pointless for both of us. So instead of returns, we do replacements and refunds. Keep the food or discard it as you see fit.

If something is wrong when it arrives
If your order arrives thawed to room temperature, damaged, incorrect, or incomplete, contact us within 24 hours of delivery with a photo, and we'll replace the order or refund it — your choice.
The 24-hour window isn't us being strict. It's that a photo taken the day of delivery tells us what went wrong in transit, which lets us fix the underlying problem with the carrier or our packing.
Some items may arrive partially thawed but still cold to the touch. That's normal and the food is safe — refrigerate or refreeze it promptly. If you're unsure whether something is safe to eat, don't risk it. Send us a photo and ask.

If you're not happy with the food itself
Different situation, same answer. If a cut wasn't what you expected, didn't eat well, or just wasn't right, tell us within 14 days and we'll make it right with a replacement or a refund. We'd genuinely like to know what went wrong — we cut this ourselves, and that feedback is how we get better.

Changing or canceling an order
Orders can be changed or canceled any time before they ship. We pack and ship Monday through Wednesday, so there's usually a window. Email us as soon as you know. Once a box is packed with dry ice and handed to the carrier, we can't recall it.

Orders that can't be delivered
If a shipment is refused, returned undeliverable, or left uncollected, the food cannot be resold and has to be discarded for safety reasons. We aren't able to refund those orders. Please double-check your shipping address at checkout, and plan to bring your box inside the day it arrives. If you spot an address mistake before your order ships, email us and we'll correct it at no charge.

Refunds
Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days beyond that to post it. If it's been more than 15 business days since we approved your refund and you still don't see it, email us and we'll chase it down.

Gift cards
Gift cards are non-refundable, but they never expire.

How to reach us
Email svf@serenityvalleyfarms.us with your order number and a photo if something arrived wrong. We answer quickly — usually the same day.

Serenity Valley Farms · 6313 E Highway 92, Monticello, KY 42633