Refund policy

Last updated: Jan 30, 2026

Every fulfillment step of your web order is carefully completed by hand to help ensure your order arrives just the way you ordered it. However, if there is a problem with your order, please contact us as described below so we can review the issue and determine an appropriate resolution.

How to Contact Us

For the fastest response, email info@joyce-farms.com with details about the concern. This inbox is monitored by multiple team members to help us respond quickly.

You may also call 336-766-9900 Monday–Friday, 8:00 AM–5:00 PM ET. If you’re unable to reach a team member by phone, please leave a voicemail or email us.

Returns

Because our products are perishable, Joyce Farms does not accept unapproved physical returns.

Refunds, Store Credit, and Replacements

Refunds are issued only for approved requests related to:

  • Product quality or food safety concerns, or
  • A Joyce Farms fulfillment error (such as a missing or incorrect item)

When appropriate, an approved resolution may include a refund, store credit, or replacement product. Approved requests will be handled as fairly and promptly as possible. The specific resolution will depend on the details of the issue, the information provided, product availability, and shipping considerations.

Time Limits to Report Issues

To be eligible for review, you must contact us within the timeframes below:

Delivery and Order Issues (within 24 hours of delivery)

Please contact us within 24 hours of delivery for:

  • Missing items or incorrect items
  • Damaged packaging or product damage
  • Warm-on-arrival concerns or suspected temperature issues
  • Shipping or delivery concerns (including “delivered” but missing)

Quality Issues Discovered After Delivery (within 48 hours of discovery)

If you discover a quality issue later (for example, during thawing, preparation, or cooking), please contact us within 48 hours of discovering the issue. Because we cannot verify storage conditions over extended periods, these requests may be reviewed case by case, and we may request additional documentation such as the product label and lot information.

Information Needed for Review

For the fastest resolution, photos are required.* Please include:

  • Photo(s) of the package and packaging materials as received
  • Photo(s) of the affected product(s), including the label
  • Your order number (or the email address used to place the order)
  • Any temperature readings (if available)

*If you are unable to email photos, please call 336-766-9900 to discuss alternative ways to provide the required information. Requests without photos may take longer to resolve and may be unable to be approved.

Product Availability

While we strive to keep our website inventory accurate, a product may occasionally become unavailable. If an item in your order is out of stock, we will notify you as soon as possible and offer one or more of the following options:

  • Cancel the order completely
  • Cancel only the unavailable portion of the order
  • Substitute an available similar product (with your approval)
  • Delay shipment until the product becomes available

Cancellations and Order Changes

If you need to cancel or modify your order, please contact us immediately. We will do our best to accommodate your request; however, due to the perishable nature of our products and fulfillment timelines, we cannot guarantee that cancellations or changes can be made once an order is placed, and we cannot guarantee a refund for orders canceled or changed after processing has begun.

Refused or Returned Shipments

Orders that are refused or returned to sender without prior approval from our team will not be refunded.

Contact Information

If you have questions about this policy or need help with an order, please contact us:

Joyce Farms
4787 Kinnamon Road
Winston-Salem, NC 27103
336-766-9900