Refund policy

Refund and Return Policy

Important: Perishable Products
Our products are frozen, perishable foods. Once they leave our facility, they cannot be resold or restocked. For this reason, all refunds, credits, and replacements are strictly limited and are granted only at our sole discretion.

1. Refused Deliveries and Missed Shipments
  • Do not refuse delivery for any reason.
  • Refused, undeliverable, or returned-to-sender shipments are not eligible for a refund, replacement, or store credit.
  • It is the customer’s responsibility to provide an accurate shipping address, ensure safe delivery access, and promptly retrieve packages once delivered.
  • We pack orders to withstand extra time in transit. In many cases, even late deliveries arrive in a condition that is still suitable for feeding. A delayed delivery alone does not guarantee a refund or replacement.
2. Return Window and Eligibility
  • You have fourteen (14) calendar days from the date of delivery (as shown in the carrier’s tracking) to contact us about any issue with your order.
  • Contact must be made within this fourteen-day period to be considered for any refund, replacement, or credit.
  • Due to the perishable nature of our products, physical returns are rarely required. If a return is required, you must receive written authorisation from us before sending any product back.
To start a claim, contact us at management@allprovide.com or call 678-585-1606. We will review your request and determine the appropriate outcome at our sole discretion. Possible resolutions may include one of the following:
  • product replacement;
  • full or partial refund;
  • store credit; or
  • determination that no remedy is warranted.
3. Return Authorization
If your return or replacement request is approved and a physical return is required:
  • We will provide a return shipping label and written instructions on how and where to send the package.
  • Any items sent back without prior written approval and a valid return authorisation will not be accepted, refunded, or returned to you.
4. Damages, Quality Concerns, and Incorrect Items
You must inspect your order upon delivery and notify us promptly of any issues.
Timing and Documentation
  • Report shipping damage, leaking packages, or incorrect items within 48 hours of the carrier’s recorded delivery time.
  • Do not discard any product or packaging before contacting us.
  • You must provide clear photographs, which may include:
    • the shipping label and outer box;
    • the interior insulation and any ice packs;
    • the product packaging, including seals, labels, and lot codes;
    • the specific issue (for example, broken seal, severe damage, wrong product).
  • Email photos and a description of the issue to management@allprovide.com.
Leaking or Pinhole Packages
  • Small “pin” leaks can occur during the vacuum-sealing process because of fresh bone and sharp edges. Some surface moisture or minor leakage into the bag is normal and does not automatically indicate spoilage or a compromised seal.
  • Always defrost food in a container, bowl, or on a tray to catch any leakage.
  • A broken or clearly compromised seal is treated differently from a minor pinhole. If you believe the seal is compromised, you must provide photos of the seal area so that we can evaluate whether the issue was preventable.
Temperature and Condition
  • When reporting a concern about temperature or spoilage, include photos that show the state of the product upon opening, including any remaining ice crystals or partially frozen product, if present.
  • Products that have thawed but remain cold to the touch may still be safe to refreeze or feed. We will assess each situation using the information you provide and our shipping records.
Incorrect Items
  • If you receive the wrong product, contact us within 48 hours and provide photos of the items you received, including labels.
  • Upon review, we will decide whether to issue store credit, send the correct product, or provide another remedy at our discretion.
  • We do not offer exchanges in the traditional sense for online orders; all resolutions are handled as separate replacement or credit transactions.
5. Exceptions and Non-returnable Items
  • Gift cards are final sale and are not returnable or refundable.
  • We do not accept returns or provide refunds for:
    • products that have been improperly stored after delivery;
    • products that have been fully consumed;
    • products discarded before we have had a reasonable opportunity to review photos and documentation;
    • orders delayed because of incorrect addresses, lack of access, or customer unavailability.
6. Refunds and Credits
  • After you contact us, we may require up to 14 days to investigate and review your claim.
  • We will notify you in writing if your request has been approved or denied, and what remedy, if any, will be offered.
  • If a refund is approved, we will decide whether to issue:
    • a refund to your original payment method, or
    • a store credit to your AllProvide account.
  • Approved refunds to the original payment method are typically processed within ten (10) business days after our approval. Your bank or card issuer may take additional time to post the refund.
  • Shipping charges are generally non-refundable unless the issue is determined to be solely the result of our error.
If more than fifteen (15) business days have passed since we confirmed your refund and you have not received it, please contact us at management@allprovide.com.

7. Fraud Prevention and Abuse
AllProvide reserves the right to:
  • request additional documentation or information before making a decision;
  • deny any request that appears fraudulent, abusive, inconsistent with our shipping and temperature data, or not supported by adequate evidence;
  • limit future sales to customers who repeatedly make claims that are unsubstantiated or inconsistent with our records.
By placing an order with AllProvide, you acknowledge and agree to this Refund and Return Policy.