KOL Foods aims to deliver the highest quality products to our customers. We rely on your thoughtful feedback to make us ever better.
Upon arrival of your order, if something is not up to our highest standards, please contact us immediately and we will address the situation.
Do not throw away any products or packaging materials before speaking with us. We require pictures and will ask detailed questions - this will help us better understand the issue, and is also for insurance purposes.
Unfortunately, due to the nature of our products we cannot accept returns. We cannot resell products after they have left our facility.
What if something goes wrong?
We ship our products so that they arrive frozen. When your order leaves our facility it is packed with enough refrigerant to prevent spoilage, based on the size, weight and expected shipping time for your order. If your order is damaged or spoiled due to a mistake on our side, we will replace your order (or the affected items) or refund you.
To raise an issue, please do not discard any of the items or shipping materials until you have spoken to a KOL Foods representative. Please contact us immediately (within 7 days of the delivery date).
We ask that you submit photographs of all packaging or product issues. Photographs are required - without them, we cannot assess what happened to your order or product, or submit claims as necessary. Understanding what happened will help us serve you better in the future.
What if I received something I didn't order?
Please contact us immediately upon arrival of your order. We will address the situation as soon as possible.
We may ask you to photograph the label(s) of the item you received so we can better understand what went wrong.
What if I didn't receive something that I ordered?
Our meat is special, and raised especially for KOL Foods by a small number of farmers, who depend on countless factors including the weather and other whims of nature. We work tirelessly to keep all our products in stock, and to ensure that our website inventory accurately reflects the items in our freezer. We hope that we can count on your understanding.
If you did not receive an item in your order, it could mean that we were out of stock on the item(s) that you ordered. If so, it should be marked as such on the packing slip/invoice included with your order. If this is not the case, please contact us immediately so we can address the matter.
During checkout, we ask that you tell us how to substitute items if they are out of stock: with smaller or larger items, or not at all. If you elect not to receive substitutions, please note that we will refund any items that are out of stock as ordered, and send your order to you without the missing item.
We will always try to send a replacement that is as close as possible in weight to the item you ordered. We never substitute with other items: your brisket should never be replaced by a chicken, but your 4lb first cut brisket may be replaced by a 5lb first cut brisket.
When an item you ordered is out of stock, or when we send you a larger or smaller substitute, we will refund or re-charge your credit card for the balance. You will receive an email notifying you of the additional transaction. We strive to take care of these adjustments within 7 business days, but ask for your patience, especially right before or after the High Holidays, Thanksgiving and Pesach. If you have not received a refund within 7-10 business days after your order has arrived, please contact us.