Refund Policy

This Refund & Returns Policy explains how we handle issues with food products purchased from Original Delites. Because everything we sell is a perishable food product — sauces, dressings, marinades, hot sauces and pita chips — we are unable to accept returns once a product has shipped. Food safety law in Canada (the Safe Food for Canadians Regulations) and most U.S. states prevents resellers from accepting returned food into general inventory, even if the package is unopened. We’ve written this policy to be transparent and fair, and to make it easy to get help when something goes wrong.

All sales final on shipped food products

Once your order has been packed and handed off to the carrier, the order is considered final. We do not accept returns, exchanges, or refunds for:

• Change of mind, taste preference, or you decided you wanted a different flavor;
• Buyer’s-remorse on bundles, multi-packs, or single SKUs;
• Shipments to addresses entered incorrectly at checkout;
• Packages refused at delivery, returned to sender by the carrier, or left unclaimed at a parcel locker;
• Products purchased through a third-party retailer or marketplace (please contact the retailer directly).

This is consistent with the practice of every Canadian and U.S. CPG (consumer packaged goods) food brand we know of. Returned food cannot be resold, donated, or safely consumed once it leaves our chain of custody.

When we will refund or replace

We stand fully behind our product. If any of the following apply to your order, we will replace the affected items at no cost or issue a full refund — your choice:

• Defective product. The product is contaminated, off-color, off-smell, fermented, separated beyond a brief stir, or otherwise not at the quality we expect to ship.
• Damaged in transit. Bottles broken, jars cracked, seals popped, leakage inside the box. Take a photo of the damage before opening anything else and we’ll make it right.
• Wrong item shipped. You ordered Garlic Regular, got Garlic Spicy — that’s on us.
• Missing items. Your order was packed short and we can confirm it from our packing record.
• Lost in transit. The tracking shows your package was lost or undelivered after a reasonable carrier window (10 business days domestic, 21 business days international).
• Expired on arrival. Best-by date is within 30 days of delivery or already passed.

How to make a claim

You have 14 days from delivery to report a problem. To file a claim, email [email protected] with:

1. Your order number (sent in your confirmation email — starts with OD-);
2. The name of the product(s) affected;
3. A clear photo of the issue (the damaged bottle, the broken seal, the wrong item, etc.) — this is required for damage and defect claims so we can also file with the carrier;
4. A brief description of what happened.

We respond to every claim within two business days. For damage or defect claims, we’ll either ship a replacement on our next outbound run (no extra shipping charge) or issue a refund to your original payment method within 5–10 business days. You may keep or dispose of the affected product — please don’t ship it back, we can’t restock it.

Order cancellations

You may cancel an order at no cost before it ships. We pick and pack daily Monday through Friday, usually within a few hours of the order being placed. To request a cancellation, email [email protected] with the subject line “CANCEL [order number]” as soon as possible.

Once a tracking number has been issued and the order is in the carrier’s network, we cannot cancel it. At that point the all-sales-final terms above apply.

Address changes

If you need to correct a shipping address, email us within two hours of placing your order. After two hours, your order may already be packed or labeled and the address cannot be changed. If a package is returned to us by the carrier because of an address error, we will reach out for an updated address but you will be responsible for the cost of re-shipping.

Lost or stolen packages

We’re not liable for packages that the carrier confirms as delivered but that go missing afterwards (for example, stolen from a porch). If this happens, please file a claim directly with the carrier first. If the carrier doesn’t honor it, write to us — we’ll review the situation case by case and often help out anyway as a one-time goodwill gesture.

Wholesale & foodservice orders

Wholesale and foodservice accounts are governed by the separate wholesale agreement you signed with us. The refund terms in that agreement supersede this page for those accounts. If you don’t have a copy of your agreement, email us and we’ll resend.

Sauce Club subscriptions

If you’re a Sauce Club member, you can pause or cancel your subscription at any time from your account dashboard. Cancellation takes effect at the end of your current billing period — we don’t issue prorated refunds for unused months, but you won’t be charged again. Individual shipments under a Sauce Club subscription are covered by the same refund rules as any other order (above).

This policy is part of our terms

By placing an order at originaldelites.com, you agree to this Refund Policy as well as our Terms of Service and Privacy Policy. We may update this policy from time to time; the “Last updated” date at the top of this page will reflect any changes.