We are committed to offering quality products at an exceptional value. We want our products to meet or exceed quality expectations. If you aren’t satisfied with the quality of a perishable item, please contact us within 24 hours of your receipt with detailed photos of the packaging and damaged items. 916-Dragon-Fruit has a “24 hours from time of delivery” policy to open up a product complaint. It is our goal to be fair and find a reasonable resolution with each customer on any issues that may have occurred with our products. We do not process returns as items are cut to order, both fruit and plant material, and neither can be restocked.
916-Dragon-Fruit has a “NO REFUNDS” policy on Fresh Cuttings , Pollen, and Produce; our goal is to work with our customers if there is a damage issue with the product received.
To start a return of incorrect items received or a damage exchange, you need to contact us at wallaceranchdragonfruit@gmail.com within 24 hours of receipt. We will use the carrier tracking as an accurate time stamp of when the item was received.
Cuttings: REFUNDS AND REPLACEMENTS ARE NOT GUARANTEED. If your replacement is accepted, the Buyer may be responsible for the return shipping cost. A refund or replacement will be issued once the item is received. Items sent back to us without first requesting a return will not be accepted. We are not responsible for the care, handling and rooting of the cuttings. Once cuttings are cut, they are owned by the buyer unless there is physical damage in shipping. Please see “Damage and Issues” below if your cutting is received damaged.
Pollen: Pollen is very perishable and delicate but with proper care can be stored for several weeks. We recommend customers watch videos online on how to store pollen properly – refrigeration is NOT recommended. Removing the pollen from the packaging into a freezer bag, coupled with silica gel packs and freezing is a recommended method but not always guaranteed if not handled properly. RETURN POLICY: NO Returns on Pollen. The customer takes responsibility of the pollen and its handling once received; questions regarding the pollen must be sent to 916-Dragon-Fruit with pictures within 48 hours of receipt; after 48 hours the customer is responsible. Pollen is like food,it is perishable, it can mold if not stored and handled properly. Freezing with silica packs for up to 2 weeks has been a successful handling method but is not guaranteed.
Fresh Fruit: 916-Dragon-Fruit has a “NO REFUNDS” policy on Fresh Produce. When you place an order for fresh fruit, you agree to the following: REFUNDS AND REPLACEMENTS ARE NOT GUARANTEED.
If your fresh produce box arrives damaged, you must provide pictures and a detailed explanation of the produce damages within 24 hours of carrier delivery and send it to wallaceranchdragonfruit@gmail.com. Upon receiving the email, we can evaluate the damages to your order and work with you toward a solution. We may request additional photos to better assess the situation.
If there is a ripening issue with your order, you must provide pictures and a detailed explanation of the ripening issue within 24 hours to wallaceranchdragonfruit@gmail.com. This will allow us to evaluate the situation and work towards a solution with you. Additional pictures may be requested.
We are unable to refund the postage as shipping is through a third party and we are unable to control shipping factors, which may delay the quality of your order. However, we are willing to work with you on disputes with shipping carriers for any damages/loss during shipping. Please keep in mind, that our shipments are considered perishable goods and may not be eligible for refunds by most shipping carriers.
Damages and issues
Please inspect your order upon reception. Contact us immediately within 24 hours of delivery receipt if the item is defective, damaged or if you receive the wrong item, please take a photo and send it to us so that we can evaluate the issue and make it right. We will need a photograph of the packaging before and after opened, and detailed pictures of the damage. If the mail carrier damaged the item, we will need to file an insurance claim and they will ask for the pictures of the packaging and item. We wil NOT process any replacement or refund until we have received detail pictures of the packaging and the items.
Exchanges
Products are cut to order, we do not offer exchanges unless the item was physically damaged in shipping.
Refunds
We will notify you once we’ve received and inspected your return email, and let you know if a refund/exchange is approved or not. If approved, your cutting will be replaced or refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refunds will not be issued on shipping. We are unable to refund the postage as shipping is through a third party and we are unable to control shipping factors, which may delay the quality of your order. However, we are willing to work with you on disputes with shipping carriers for any damages/loss during shipping. Please keep in mind, that our shipments are considered perishable goods and may not be eligible for refunds by most shipping carriers.
