Refund policy

RETURN, REFUND & RESOLUTION POLICY

Effective Date: 06-30-2026

At RaizBack, we carefully curate, assemble, and package each order with attention to ingredient transparency, quality, presentation, and product integrity. Because our products may include food, beverage, pantry, and gourmet items, our refund and resolution process are designed to protect both customer experience and food safety.

This Refund & Resolution Policy explains how we handle damaged items, incorrect items, missing items, compromised products, cancellations, refunds, replacements, and other order-related concerns.

By placing an order with RaizBack, you agree to the terms of this Refund & Resolution Policy.

Our Resolution Philosophy

Your experience matters to us. While we do not accept physical returns of food, beverage, pantry, gourmet, curated gift box, or consumable products once they have been shipped, we are committed to reviewing order issues carefully and offering a reasonable resolution when appropriate.

If something arrives damaged, incorrect, missing, or compromised, please contact us promptly so we can review the issue and determine the appropriate solution.

No Physical Returns After Shipment

For health, safety, quality control, and product integrity reasons, RaizBack does not accept physical returns of products once an order has been shipped or transferred to the carrier.

This policy applies to, but is not limited to:

Food products.

Beverages.

Pantry items.

Gourmet products.

Curated gift boxes.

Opened or used products.

Products exposed to heat, humidity, improper storage, or extended time after delivery.

Custom, personalized, corporate, bulk, or multi-recipient orders.

Gift packaging, gift messages, and customized presentation materials.

If your order qualifies for a refund, replacement, credit, reshipment, or other resolution, you generally do not need to return the physical product unless we specifically request otherwise, and it is safe and lawful to do so.

Nothing in this policy limits any rights you may have under applicable law.

Issues Eligible for Review

Please contact us if your order arrives with any of the following issues:

A product is damaged in transit.

A product package is opened, leaking, broken, crushed, or visibly compromised.

A product appears unsafe, spoiled, tampered with, or unsuitable for consumption.

A product is incorrect.

An item is missing from your order.

The wrong curated box was shipped.

The outer shipping box arrives severely damaged.

The package appears to have been mishandled during transit.

The order is affected by heat, melting, or weather-related conditions beyond reasonable expectation.

Each claim will be reviewed based on the information provided, order details, carrier tracking, product condition, photos, and any other relevant circumstances.

Timeframe to Report Issues

To request a resolution for a damaged, incorrect, missing, or compromised item, you must contact us within 7 calendar days of the confirmed carrier delivery date.

Please email us at contact@raizback.com and include the information listed below.

Claims submitted after 7 calendar days may not qualify for refund, replacement, credit, reshipment, or other resolution, except where required by applicable law.

Information Required for Review

To help us review your request efficiently, please include:

Your order number.

The name and email address used to place the order.

A clear description of the issue.

Clear photos of the outer shipping box.

Clear photos of the damaged, incorrect, missing, or compromised product, if applicable.

Photos of any damaged packaging, seals, labels, or product condition.

Any relevant carrier notice, delivery photo, or tracking information.

For gift orders, please also provide the recipient’s name and delivery address.

Please keep the product, packaging, shipping box, labels, and any damaged items until the issue is resolved, as the carrier or RaizBack may require additional documentation or inspection.

Available Resolutions

After reviewing and verifying your claim, RaizBack may, at its discretion and to the extent permitted by applicable law, offer one or more of the following resolutions:

Replacement of the affected item.

Replacement of the full order.

Partial refund.

Full refund.

Store credit.

Reshipment.

Discount or credit toward a future purchase.

Another reasonable resolution based on the circumstances.

The appropriate resolution will depend on the nature of the issue, the number of affected items, product availability, shipping circumstances, carrier information, and the overall condition of the order.

We reserve the right to deny claims that are incomplete, unsupported, fraudulent, abusive, submitted outside the applicable timeframe, or not covered by this policy.

Refund Processing

If a refund is approved, the refund will generally be issued to the original payment method used at checkout.

Once a refund is initiated, processing times may vary depending on your payment method, payment provider, bank, credit card issuer, or financial institution.

Refunds commonly take several business days to appear, but timing is ultimately controlled by the payment provider and financial institution.

Shipping charges may be non-refundable unless the shipping issue was caused by RaizBack, the refund is part of an approved resolution, or a refund is required by applicable law.

Order Cancellations

Cancellation requests must be sent to contact@raizback.com as soon as possible after placing an order.

We may be able to cancel an order only if it has not yet been processed, packed, customized, prepared for shipment, or transferred to the carrier.

Once an order has been processed, packed, customized, shipped, or transferred to the carrier, cancellation may no longer be available.

If a cancellation is approved, any refund will be processed in accordance with this policy and the applicable payment provider’s processing timelines.

Incorrect, Incomplete, or Undeliverable Addresses

Customers are responsible for providing a complete, accurate, and deliverable physical shipping address at checkout.

RaizBack is not responsible for delayed, failed, misdirected, returned, or undeliverable packages caused by incorrect, incomplete, outdated, restricted, or undeliverable shipping information provided by the customer.

If an order is returned to us due to an incorrect or incomplete address, failed delivery attempt, recipient refusal, inability to access the delivery location, or another issue not caused by RaizBack, additional shipping fees may apply for reshipment.

Refunds or replacements may not be available for orders that cannot be delivered due to customer-provided address errors or recipient-related issues.

Carrier Delays

Carrier delay alone does not automatically qualify an order for a refund, replacement, credit, or reshipment if RaizBack processed and transferred the order to the carrier within the stated processing timeframe.

However, if a carrier delay results in damaged, unsafe, spoiled, melted beyond reasonable expectation, or otherwise compromised products, please contact us within 7 calendar days of delivery so we can review the issue.

We are not responsible for delays caused by carrier volume, weather, holidays, natural events, operational disruptions, incorrect addresses, recipient unavailability, or other events outside our reasonable control.

Lost, Missing, or Stolen Packages

If tracking shows that your package is delayed, lost, or has not updated for an unusual period, please contact us at contact@raizback.com so we can review the shipment and assist where appropriate.

If a package is marked as “Delivered” by the carrier to the physical address provided at checkout, RaizBack is generally not responsible for theft, disappearance, loss, or unretrieved packages after confirmed delivery.

If your package is marked as delivered but cannot be found, we recommend that you:

Check around the delivery location.

Check with household members, neighbors, reception desks, building staff, mailrooms, or package lockers.

Review any carrier delivery photo or delivery details.

Contact the carrier directly to request a trace or delivery investigation.

Any replacement, refund, credit, reshipment, or other resolution for lost, missing, stolen, or delivered packages will be handled at RaizBack’s discretion and in accordance with this policy, to the extent permitted by applicable law.

Warm Weather, Heat, and Product Integrity

RaizBack curates' food, beverage, pantry, and gourmet products that may be affected by heat, humidity, transit conditions, or extended exposure after delivery.

Unless expressly stated otherwise, our standard shipping is not temperature controlled.

We make reasonable efforts to select, curate, and package products suitable for shipping. However, we cannot guarantee that products will not be affected by weather, heat, humidity, carrier delays, recipient unavailability, or conditions after delivery.

Customers and recipients should retrieve packages promptly after delivery.

If an item appears damaged, opened, leaking, spoiled, melted beyond reasonable expectation, tampered with, or otherwise unsafe, do not consume the product. Please contact us within 7 calendar days of delivery with your order number, description of the issue, and clear photos.

Taste Preferences and Product Expectations

RaizBack curates' products with distinctive ingredients, natural flavor profiles, artisan character, and producer-specific qualities.

Dissatisfaction based solely on personal taste preferences, flavor expectations, texture preferences, aroma, color variation, packaging design, or subjective product preference does not automatically qualify for a refund, replacement, credit, or reshipment.

Product appearance, packaging, color, shape, texture, size, or presentation may vary from photos shown on the website due to manufacturer changes, lighting, screen settings, natural variation, or product availability.

Allergens, Ingredients, and Dietary Restrictions

Customers are responsible for reviewing all product labels, ingredient lists, allergen statements, nutritional information, storage instructions, and manufacturer information before consuming any product.

Our products may contain, or may be manufactured, packaged, stored, or handled in facilities that process, peanuts, tree nuts, milk, eggs, wheat, soy, sesame, fish, crustacean shellfish, and other allergens.

Refunds or replacements are not guaranteed for issues related to allergies, sensitivities, dietary restrictions, taste preferences, or failure to review product information, except where required by applicable law or where RaizBack determines that an error occurred in the order or product information provided through our Services.

If you have a food allergy, sensitivity, medical condition, or dietary restriction, please review product information carefully before purchasing or consuming any item.

Gift Orders

For gift orders, the purchaser is responsible for providing accurate recipient information, including the recipient’s name, physical shipping address, phone number, email address, delivery instructions, and any gift message.

RaizBack is not responsible for failed, delayed, misdirected, unretrieved, or returned deliveries caused by incorrect or incomplete recipient information provided at checkout.

If a gift order arrives damaged, incorrect, missing items, or otherwise compromised, either the purchaser or recipient may contact us within 7 calendar days of delivery. We may require order information, recipient information, photos, and other documentation to review the claim.

Corporate, Bulk, Custom, and Multi-Recipient Orders

Corporate gifting, bulk orders, customized orders, and multi-recipient shipments may be subject to separate terms, timelines, and resolution procedures.

Because these orders may involve custom packaging, special handling, advance procurement, multiple shipping addresses, personalized messages, or coordinated fulfillment, cancellation, refund, replacement, or credit options may be limited once the order has been confirmed, prepared, customized, or processed.

For corporate or bulk order concerns, please contact us directly at contact@raizback.com so we can review the matter and determine an appropriate resolution.

Non-Refundable Cases

Refunds, replacements, credits, reshipments, or other resolutions may not be available in the following cases:

The issue is reported more than 7 calendar days after confirmed delivery.

The customer provides an incorrect, incomplete, outdated, restricted, or undeliverable address.

The package is delayed due to carrier circumstances but arrives in acceptable condition.

The package is marked as delivered and is lost, stolen, unretrieved, or misplaced after delivery.

The recipient is unavailable or refuses delivery.

The product is damaged due to improper storage, handling, or exposure after delivery.

The product is consumed, discarded, or unavailable for documentation.

The claim is based solely on personal taste preference or subjective expectations.

The customer fails to provide requested photos, order details, or supporting information.

The claim appears fraudulent, abusive, incomplete, or inconsistent with carrier or order information.

The order is custom, corporate, bulk, or multi-recipient and has already been prepared, customized, or processed.

Nothing in this section limits rights that cannot be waived under applicable law.

Changes to This Policy

We may update this Refund & Resolution Policy from time to time to reflect changes in our operations, products, shipping practices, customer service procedures, or legal requirements.

When we update this policy, we will post the revised version on our website and update the “Last Updated” date.

If you have questions about this Refund & Resolution Policy or need assistance with an order, please contact us at:

SUNGATE GLOBAL LLC (RaizBack)
13935 SW 140 St
Miami, FL 33186
United States

Email: contact@raizback.com
Phone: (786) 312-3240