Refunds & Damaged Boxes
When you're eligible for a refund
You're eligible for a refund or free replacement if your box arrives damaged, has missing or spoiled ingredients, arrives more than 24 hours late, or never arrives. Refunds are issued to your original payment method, and replacements ship on your next delivery day.
Reporting a damaged or missing item
Report problems within 7 days of delivery from Account → Orders → Report a Problem, or by asking support. Tell us which order and what was wrong (for example, a damaged box or a missing protein). A photo helps but isn't required for most claims.
Refund amounts and timing
Refunds can be issued as a full or partial amount depending on what went wrong — a single missing item is usually a partial refund, while a fully damaged or undelivered box is a full refund. Approved refunds reach your account in 5–10 business days.
What can be confirmed in chat
A refund can be confirmed right in chat when it's $20 or less and you haven't already had a refund in the last 14 days. Only one self-service refund is available per 14-day window.
When a refund is reviewed by a human
A refund routes to a support specialist for approval — rather than being confirmed automatically — when it's above $20, when you've already had a refund in the last 14 days, or when the order was already refunded once before. We'll still resolve your issue; it just needs a person to approve it first.
What can't be refunded
Only meal orders can be refunded. Fees — sign-up fees, pause hold fees, plan-change charges, and monthly plan payments — aren't refundable and are always handled by a specialist if you have a question about them.