Refund policy

We want you to be happy with every order. If something is not right, tell us and we will fix it.

Why We Do Not Accept Physical Returns

Because we sell food, we cannot accept returned product back into inventory or resell it. That is a food safety requirement. So we do not ask you to ship anything back.

If there is a problem with your order, we resolve it with a refund or a replacement.

Damaged, Defective, or Wrong Items

Please look over your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us at orders@ribbonwire.com within 2 days of delivery.

Include your order number and a photo of the problem.

We will send a replacement or issue a full refund, whichever you prefer. You keep the original product.

First Order Guarantee

Trying us for the first time? If you do not like it, tell us within 30 days of delivery and we will refund your first order in full. No return needed. One per customer.

Lost or Stolen Packages

If tracking shows your package is lost in transit, contact us and we will send a replacement at no cost to you.

If tracking shows delivered but the package is not there, first check with your household and neighbors and look around the delivery area. If it still has not turned up after 48 hours, contact us and we will work with you on a resolution case by case.

Subscription Orders

You are in control of your subscription. From your account you can skip a shipment, change your delivery frequency, swap flavors, update your payment or address, pause, or cancel. There is no fee and no phone call required.

Changes and cancellations must be made at least 24 hours before your next scheduled charge to apply to that order. We send a reminder email before every renewal.

If a subscription order has already been charged but has not shipped yet, contact us and we will cancel it and refund you in full. Once it has shipped, it follows the standard policy above.

Bundles and Multipacks

Bundles are refunded as a single item, not by individual pouch or caddy. If one item inside a bundle arrives damaged, contact us and we will replace that item.

Order Changes and Cancellations

Email hello@ribbonwire.com as soon as possible with your order number. If it has not been handed to the carrier, we will take care of it. If it has already shipped, we will treat it under the policy above.

How Refunds Are Issued

Approved refunds go back to your original payment method. Once we issue the refund, expect it to appear on your statement within 5 to 10 business days, depending on your bank or card issuer.

Original shipping charges are refunded when the problem was ours. They are not refunded on a change of mind.

Loyalty Points and Discounts on Refunded Orders

Points earned on a refunded order are removed from your balance. Points redeemed on a refunded order are returned to your account. A one-time discount code used on a refunded order cannot be reissued.

Sale and Promotional Items

Sale and promotional items are covered by this policy in full. There are no exclusions.

Wholesale and Retail Purchases

This policy covers orders placed on ribbonwire.com. If you bought Ribbonwire Ranch at a grocery store or another retailer, please take it up with them first, since their return policy applies. If they cannot help, email us and we will do what we can.

Contact

Questions about an order or this policy: orders@ribbonwire.com.

We answer MON-FRI 9:00 - 5:00 CDT.