Returns, Refunds, and Replacements Policy

If you experience any issues with your order, please refer to our Returns, Refunds, and Replacements Policy below.  Please note: Due to the perishable nature of our products, we do not accept returns.

At Chelan Ranch, we are committed to delivering high-quality, organic products. While we take every precaution to ensure your order arrives in excellent condition, unforeseen issues can occur during shipping. Our refund and replacement policy is designed to offer fair resolutions while maintaining the sustainability of our business.

1. Route Shipping Protection (Highly Recommended)

To provide added peace of mind, we highly recommend purchasing Route Package Protection at checkout.

  • What’s Covered? Route covers lost, stolen, or damaged packages. It does not cover invalid or undeliverable addresses, packages returned to sender, or orders stuck in customs.

  • How to File a Claim? Claims can be submitted through the Route Claims Center

    • Damaged Items: Claims must be filed within 30 days from the date the package was marked as delivered.

    • Lost Items: For domestic shipments, claims can be filed between 7 and 30 days from the last tracking update. 

    • Stolen Items: Claims should be filed between 5 and 30 days from the date the package was marked as delivered.

Customers who purchase Route protection are eligible for full replacements or refunds through Route, minimizing delays and ensuring a smooth resolution.

2. If You Did Not Purchase Route

For customers who opt out of Route, we will do our best to assist with order issues. However, we cannot guarantee full refunds or replacements for lost, delayed, or damaged items.

Orders cannot be fully canceled or refunded once they have left our facility, as shipping costs are non-refundable and the package is in transit with UPS. If you contact us before your order is packed and shipped, we can cancel and issue a full refund.

**Refund & Credit Eligibility for Non-Route Orders**

Refunds and Credits apply only to the product value. The product value does not include shipping fees charged at checkout. Shipping fees are not eligible for refund or credit.

  • Damaged or Spoiled Fresh Fruit:

    • If your fresh fruit arrives damaged or spoiled on the expected delivery date, please contact us within 48 hours of delivery with photos of the affected items. Resolution options include:

      • Partial refund (30% of the product value) OR

      • Store credit (60% of the product value), valid for 6 months

      • Reorder using store credit/refund (Customers who receive store credit or a refund may use it to place a new order if they wish to receive a replacement.)

  • Delayed Shipments Due to Carrier Issues or Extreme Weather:

    • If shipping delays occur due to extreme weather or carrier issues, including UPS delays beyond the guaranteed delivery timeframe, and the fruit arrives spoiled, we may offer:

      • Partial refund (30% of the product value) OR

      • Store credit (60% of the product value), valid for 6 months

      • Reorder using store credit/refund (Customers who receive store credit or a refund may use it to place a new order if they wish to receive a replacement.)

  • Lost or Stolen Packages & Incorrect Address Issues:

    • If your package is marked as delivered but you didn’t receive it, please check with neighbors or your local carrier. If no resolution is found, we may offer partial store credit (up to 60% of the product value) on a case-by-case basis.

    • If a package is delivered to the wrong address or returned to sender due to an incorrect address entered at checkout, we cannot offer a refund or store credit. Customers will need to place a new order with the correct address.

  • Incorrect or Missing Items:

    • If we made an error while packing your order, we will offer a store credit or refund equal to the missing or incorrect item's value.

3. Pre-Paid Subscriptions

Pre-paid subscriptions provide the lowest possible discount in exchange for upfront payment and a fixed commitment. This discount is higher than what pay-as-you-go customers receive. If a customer cancels a pre-paid subscription, we will determine the eligible refund balance by subtracting the cost of received shipments at the pay-as-you-go price from the original prepaid amount.

  • Early Cancellation Options:

    • 100% of the remaining eligible balance can be issued as store credit to use for future purchases.

    • If a customer prefers a refund to their original payment method, a 5% processing fee will be deducted from the remaining eligible balance.

4. How to Request a Refund or Store Credit

  • Email us at support@chelanranch.com within 48 hours of delivery for any order issue.

  • Include your order number and clear photos of any damaged, spoiled, or incorrect items.

5. Situations Where We Cannot Offer Refunds or Store Credit

  • If an order issue is reported outside of the 48-hour timeframe.

  • If a package is delivered to the wrong address or returned to sender due to an incorrect address entered at checkout.

Thank you for your understanding and support in helping us continue to provide fresh, organic products!