Refund policy

Refund Policy

Because our products are classified as perishable food items, all sales are final once an order has been confirmed and shipped. For health and safety reasons, we do not accept any returns or exchanges of frozen or food products, and we are unable to cancel an order once it has been processed.

We strongly recommend that all products be placed in the freezer immediately upon delivery and stored frozen until use. Any handling or storage of the product outside of frozen conditions is at the customer’s own risk and may affect the safety or quality of the product.

Damages and Issues

Please inspect your order immediately upon delivery. If the shipment arrives in clearly damaged condition and the product is unfit for safe consumption, contact us within 24 hours of delivery at ebg@tymercantile.com with:

  • a description of the issue, and

  • photographic proof of the damage (including packaging and product)

We will evaluate the issue and, if appropriate, issue a partial or full refund or replacement at our discretion.

Please note:

  • Loosened or broken vacuum seals (provided the product has remained frozen)

  • Minor surface discoloration or natural surface bloom on products containing natural cheeses or fermented doughs

  • Small aesthetic imperfections due to artisanal manufacture

are normal and do not qualify as defects or damage.

Exceptions / Non-Returnable Items

We do not accept any returns or exchanges of perishable products, including frozen foods, regardless of whether the product has been opened or unopened.

Returns are also not accepted for:

  • Custom or personalized items

  • Sale items or gift cards

  • Hazardous materials, flammable liquids, or gases

If you are unsure whether a specific concern qualifies as damage, please contact us at ebg@tymercantile.com before consuming the product.
Any consumption of the product after delivery remains at the customer’s own risk.

Refunds (if approved)

Once we review your request and accompanying evidence, we will notify you of the outcome.
If approved, a refund will be processed to your original payment method within 10 business days.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at ebg@tymercantile.com.