Refund policy

Refunds & Returns Policy
Last updated: August 28, 2025

At North Country Market, we want you to love what you ordered. Because we sell perishable products, our returns process is a little different from typical retail. Please read this policy before placing an order.

1) Report issues within 24 hours (required)

All return/refund requests must be registered with us within 24 hours of receiving the product.
To start a request, contact us via our Contact Form (or email at [your email]) and include:

  • Order number

  • Photos (outer box, inner insulation/ice, product labels, and the product itself)

  • A brief description of the issue (e.g., damage, thawing, missing items)

Keep the product frozen/refrigerated and do not discard any items or packaging until we confirm next steps.

2) What’s eligible

  • Damaged or spoiled on arrival (verified by photos and timeline)

  • Incorrect or missing items compared to your packing slip

  • Non-perishable merchandise (unopened/unused, if applicable) — subject to our approval

3) What isn’t eligible

  • Perishable items that were not stored correctly after delivery or were left unattended at the delivery address

  • Orders where the courier shows “Delivered” and the package sat outside for a prolonged period

  • Custom/butchered products (e.g., Half Beef, special cuts) once cutting/packing has begun

  • Sale items, gift cards, and final-sale promotions

4) Resolution options

After review, we may offer replacement, store credit, or refund to your original payment method. Method is at our discretion based on product condition, availability, and the nature of the issue.

5) Return shipping (when required)

If we ask you to send an item back (rare for perishables), we’ll provide instructions.

  • For our error/defect: we cover return shipping.

  • For non-perishable returns not due to our error (if we allow them): you cover shipping and a [10–20%] restocking fee may apply.

6) Cancellations

  • Standard items: request a cancel before shipment and we’ll try our best.

  • Custom/butchered orders: cannot be cancelled once cutting/packing has begun.

7) Refund timing

Once a refund is approved, we submit it right away; banks typically take 5–10 business days to post it.

8) Delivery responsibility (cold chain)

Please ensure someone is available at the delivery address. Once the order is delivered to the address provided, responsibility for product temperature passes to you. Move products to the freezer/refrigerator immediately.

Questions? Reach us via the Contact Form.