Short version: we can't take food back, so we don't accept returns or exchanges. If your box arrives thawed or damaged, email us photos the day it's delivered; if something's missing or wrong, you have 3 days. We'll file a claim with the carrier for you, and decide what we can do once we've looked into it. This summary is for convenience; the full policy below controls.
Last updated: October 8, 2026
Returns and Exchanges
Our products are perishable food, so once an order has shipped we cannot accept returns or exchanges. Please don't send anything back to us.
Damaged, Thawed, or Incorrect Orders
Please open and inspect your box as soon as it's delivered. Email us at moo@peakwagyu.com with your order number and photos of the outside of the box, its contents, and anything that's wrong:
- Thawed or damaged: on the day the carrier marks it delivered. A pack is thawed if it's no longer cold to the touch; a pack that has softened but is still cold arrived in normal condition.
- Missing or incorrect items: within 3 days of delivery. Natural variation in a pack's weight isn't an incorrect item.
Keep the box and the product until we reply: the carrier may need to see them.
You don't need to contact the shipping carrier or our warehouse. Where it applies, we'll file a claim with them on your behalf. If the claim is paid, we'll refund you what we recover for your order, up to what you paid for the affected items, or send a replacement instead if we still have the cut and you'd like one. If the claim is denied, we may still offer a refund, replacement, or credit at our sole discretion, but we're not obligated to.
We review every report individually, and reporting a problem does not by itself guarantee a refund or replacement. We do not offer a refund or replacement for an order that spoiled because of an incorrect shipping address, because it sat unattended past the end of the day the carrier marked it delivered, or for a problem reported after the deadlines above.
Cancellations
To cancel an order, email us as soon as you can. If it hasn't been picked at our warehouse yet, we may be able to cancel it and refund you. Once it has been picked, it can't be cancelled.
If we can't ship your order by the date we gave you, we'll email you, and you can cancel for a full refund or agree to the new date.
If, for any reason, we cancel or are unable to fulfill all or part of your order, we'll refund the amount you paid for the part we can't fulfill and let you know.
Refunds
Refunds go back to your original payment method. We'll email you when we issue one; your bank or card issuer may take up to 10 business days to post it. If you haven't seen it after that, contact us at moo@peakwagyu.com.
Contact
Questions about this policy should be sent to us at moo@peakwagyu.com.
