Draft. Needs legal review before launch.
Policies
Refund policy
Last updated
Summary
Because The Air is a perishable food, we cannot accept returns. If something is wrong with your order, we will replace it or refund it. Our promise: it arrives frozen, or we make it right.
Damaged, thawed, or wrong items
If your order arrives damaged, thawed, or with the wrong items, contact us within [X] hours of delivery at [SUPPORT EMAIL] with:
- Your order number
- A photo of the box, the pies, and the shipping label
- A short description of the problem
A pie that is cold to the touch but still firm is safe to refreeze only if it still contains ice crystals [CONFIRM WITH FOOD SAFETY GUIDANCE]. If you are unsure, do not eat it. Tell us and we will sort it out.
We will offer a replacement shipment on the next ship day or a refund to your original payment method. Refunds typically appear within [X] business days.
Lost packages
If tracking shows your package as lost, contact us and we will work with [CARRIER] to find it. If it cannot be found, we will send a replacement or issue a refund.
Wrong address
If a package is delayed, returned, or delivered to an address that was entered incorrectly at checkout, we cannot offer a replacement or refund.
Refused or unclaimed deliveries
If a delivery is refused or left unclaimed, the pies cannot be resold. We are unable to refund those orders.
Order cancellations
You can cancel an order at no cost before it ships by contacting us at [SUPPORT EMAIL]. Once an order has shipped, it cannot be canceled.
Subscription cancellations
You can cancel a subscription at any time from your account or by contacting us before your next billing date. Orders that have already been billed and shipped are covered by this policy like any other order. See the subscription policy for details.
Contact
[SUPPORT EMAIL] / [SUPPORT PHONE]