Refund policy
Our guarantee
We're a family farm, and every order leaves here with our name on it. If your pecans, lamb, or mixes aren't fresh, aren't right, or just aren't what you hoped for, we'll make it right with a replacement or a full refund — your choice. Love them or your money back.
How to request a refund or return
Contact us within 30 days of receiving your order:
- Email sales@ponderosapecans.com or call/text (469) 233-1097
- Tell us your order number (it's on your confirmation email) and what went wrong — a photo helps if something arrived damaged, but it isn't required.
We'll issue your refund or send a fresh replacement, and let you know if we need anything back. Because our food is perishable, you usually won't need to ship anything back to us for a refund or replacement.
Refunds
Approved refunds are returned to your original payment method, typically within a few business days of us confirming your request. Depending on your bank, it can take a little longer to appear on your statement.
Damaged or incorrect orders
Please check your order when it arrives and contact us right away if anything is damaged, defective, or incorrect, so we can make it right.
Exceptions
A few things can't be returned: gift cards, and custom or special orders. If you'd like to return an unopened, non-perishable item, just contact us and we'll walk you through it.
Questions?
We'd rather hear from you than have you be unhappy. Reach us any time at sales@ponderosapecans.com or (469) 233-1097, Monday–Friday, 8am–5pm.