Refund policy

TRUE NATURE MEATS

Refund, Return & Cancellation Policy

IMPORTANT: Authorized Request Channels Only

All cancellation and refund requests must be submitted through one of the following channels:

•Online: truenaturemeats.com → Log in → Account Portal

•Phone: 877-749-4879 (Customer Experience Team)

Requests sent by email will NOT be accepted or processed. This requirement cannot be waived.

1. No Returns on Perishable Products

Due to the perishable and temperature-sensitive nature of our products, and in accordance with applicable federal and state food safety regulations, True Nature Meats cannot accept physical returns of any food product under any circumstances. All available resolutions — replacements, credits, or refunds — are outlined in this Policy and are subject to the eligibility conditions stated herein.

Before placing any order, customers are responsible for confirming:

• Whether the order is a ONE-TIME purchase or a recurring SUBSCRIPTION. Check carefully at checkout before completing your transaction.

• That the full shipping address — including any unit, suite, apartment, or lot number — is accurate.

• That you are available to receive the shipment within the expected delivery window.

2. Subscription Orders & Cancellations

Subscription orders renew automatically at the interval selected at checkout. If you receive an upfront discount, ongoing reduced pricing, or access to subscriber-only products, your account is on a subscription plan.

2.1 Renewal Notifications

You will receive an email notification at least three (3) days before each scheduled renewal date. Please check your spam or junk folder if this reminder is not received. It is the customer’s responsibility to act on renewal notifications in a timely manner.

2.2 Cancellation Deadline

Cancellation requests must be received and confirmed no later than twenty-four (24) hours before the scheduled renewal date and charge time (Mountain Standard Time — MST). Requests submitted within 24 hours of renewal cannot be guaranteed to be processed before the charge is executed. Once an order has been charged and is in process, no refund will be issued for that billing cycle.

2.3 How to Cancel

• Online (Preferred): Log in at truenaturemeats.com → Manage Your Subscription → Edit Selection → Click “Cancel” at the bottom of the page.

• By Phone: Call 877-749-4879. Allow sufficient lead time for our team to process the request before your renewal date.

2.4 Skip & Hold Options

Rather than cancelling permanently, you may call 877-749-4879 at any time to request:

• Skip your next scheduled delivery.

• Place your subscription on hold for up to thirty (30) days at a time.

3. Shipping, Delivery & Delays

3.1 Estimated Delivery Timeline & Tracking

Orders are typically delivered within 5 to 7 business days from the date of purchase, subject to order volume. Deliveries may occasionally arrive a bit sooner or later. Use the tracking number provided to monitor your shipment:

Tracking Status	What It Means
Label Created / Unfulfilled / Partially Fulfilled	Your order is being prepared and has not yet been collected by FedEx.
In Transit	FedEx has collected your order. Delivery is expected within 1–2 business days.
Delivered	The carrier has confirmed delivery to your address.

3.2 Delays

Delays may arise from high order volume, weather events, federal holidays, or carrier disruptions. If your order is delayed, contact our support team at support@truenaturemeats.com or 877-749-4879. Available resolutions include rescheduling your delivery or issuing an in-store account credit. The Company is not liable for delays attributable to FedEx or circumstances beyond our reasonable control, consistent with the limitations stated in Section 13 of our Terms of Service.

3.3 Failed or Undeliverable Shipments

If your delivery fails or is returned to sender, call 877-749-4879 promptly. Depending on the circumstances and at the Company’s sole discretion, we may offer a replacement shipment or in-store credit. No refund will be issued for failed deliveries caused by an incorrect address provided by the customer or customer unavailability at the time of delivery.

4. Address Errors

Customers bear sole responsibility for the accuracy of the shipping address entered at checkout, as required under Section 6 of our Terms of Service. The Company does not ship to P.O. Boxes.

• If you identify an address error after placing your order, contact us immediately at 877-749-4879. We will make every commercially reasonable effort to correct it before the order is fulfilled.

• Once an order has been fulfilled or shipped to an address provided by the customer, the Company cannot redirect the shipment and will not issue a refund or replacement.

• The Company bears no liability for orders that are lost, undeliverable, or returned to sender due to an incomplete or inaccurate address entered at checkout.

5. Warm, Thawed, or Compromised Products

All orders are shipped in insulated packaging with ice packs designed to maintain safe temperatures in transit. If any product arrives warm, thawed, or with a compromised seal, you must act immediately.

5.1 Reporting Requirements

All such claims must be submitted within forty-eight (48) hours of the confirmed delivery timestamp. Claims received after this window are not eligible for resolution. Contact us at support@truenaturemeats.com or 877-749-4879 and provide all of the following:

• Video of all sides of the outer shipping box.

• Video of the affected product(s).

• Video of the ice packs showing their condition upon arrival.

• A 30–60 second video of the box contents — ice packs, packaging, and affected products — as found upon opening.

If a vacuum seal is visibly torn, opened, or bubbled, document and send the evidence to support@truenaturemeats.com without delay.

5.2 Available Resolutions

Upon review of the required documentation, the Company will determine an appropriate resolution at its sole discretion. Resolutions are limited to a product replacement or in-store account credit. Cash refunds are not available for warm, thawed, or seal-compromised product claims.

6. Product Substitutions

True Nature Meats operates across multiple distribution centers. If a specific product is unavailable at the center assigned to your order, it will be substituted with a product of equal or greater value. Substitutions are made in good faith to ensure timely fulfillment. No refund or credit will be issued solely on the basis of a substitution made under this provision.

7. Package Theft

The Company is not responsible for packages confirmed as delivered by the carrier but subsequently reported as stolen or missing. To reduce risk, we recommend installing a porch or doorbell camera and retrieving packages promptly. If your delivered order cannot be located, call 877-749-4879. Each case is reviewed individually; however, the Company makes no guarantee of a replacement or credit for packages confirmed delivered by the carrier.

8. Money-Back Guarantee

The Company offers a limited, conditional Money-Back Guarantee subject to strict compliance with all conditions below. Submitting a request constitutes your acknowledgment and acceptance of these terms. This Guarantee is separate from, and does not expand, the general disclaimer of warranties set out in Section 13 of our Terms of Service.

8.1 Conditions for Eligibility

• Proper Preparation: All products must be prepared strictly in accordance with the cooking instructions provided with your order and published at truenaturemeats.com. The Company may request a detailed written description of the preparation method, including technique and level of doneness. Non-compliance automatically voids eligibility.

• Full Product Sampling: The customer must taste all products in the applicable order. Requests based on partial consumption, selective sampling, or unopened products will not be accepted.

• Written Product Evaluation: A specific written evaluation must be submitted for each product, addressing taste, texture, and overall quality. Vague or general statements (e.g., “I didn’t like it”) will not satisfy this requirement and may result in denial.

8.2 Review & Approval

Refunds under this Guarantee are issued solely at the Company’s discretion after all conditions have been fully satisfied and verified. Submission of a request does not constitute a guarantee of approval. The Company reserves the right to deny any request that does not comply fully with the terms of this section.

8.3 Limitations

This Guarantee is non-transferable, applies once per customer, and may be modified or discontinued at any time without prior notice, subject to applicable law. It does not apply to subscription renewals, replacement orders, or orders where the customer has previously received a resolution under this Guarantee.

9. Company’s Reserved Rights

Without limiting the rights reserved in our Terms of Service, the Company specifically reserves the following rights with respect to refund and cancellation matters:

• Right to Deny Claims: The Company may deny any refund, replacement, or credit request that does not satisfy the conditions of this Policy, is submitted outside required timeframes, or involves suspected misuse or abuse.

• Right to Modify This Policy: This Policy may be updated at any time. The current version is always available at truenaturemeats.com. Continued use of our services after an update constitutes acceptance of the revised terms.

• Right to Limit Resolutions: All resolutions — whether replacements, credits, or refunds — are capped at the purchase price of the specific order giving rise to the claim, consistent with the limitation of liability in Section 13 of our Terms of Service.

Contact Our Customer Experience Team

• Phone: 877-749-4879 (cancellations, claims, holds, skips — all inquiries)

• Email: support@truenaturemeats.com (product quality documentation; non-urgent inquiries)

• Online: truenaturemeats.com → Account Portal (subscription management & self-service cancellations)

• Mail: 222 S Main St., Suite 1500, Salt Lake City, UT 84101