Returns & Refunds
If something is not right, we will make it right. Here is exactly how, and how long it takes.
The short version
Unopened cases in resalable condition can be returned within 30 days of delivery. Damaged or incorrect goods are replaced or refunded in full, and we do not ask you to send those back at your own cost. Custom-printed and private-label orders cannot be returned once production has started, because they cannot be resold.
What can be returned
| Situation | What happens |
|---|---|
| Unopened, resalable cases | Returnable within 30 days of delivery. A restocking fee may apply on large or pallet orders. We will tell you before you ship anything back. |
| Damaged in transit | Full replacement or refund. Send photographs within 7 days of delivery and keep the packaging; we handle the carrier claim. |
| Wrong item received | Full replacement or refund, at our cost. We arrange collection. |
| Product fault | Full replacement or refund. Tell us the batch or case code from the carton. |
| Opened cases | Not returnable once opened, for food-safety reasons. If there is a fault, the clause above applies instead. |
| Custom print / private label | Not returnable once production has begun. We will always send a proof for approval first. |
| Sample kits | Not returnable. The $10 is credited against your first qualifying order instead. |
How to start a return
Email support@earthcleansestore.com or call (510) 324-2903 with your order number and, where relevant, photographs. For wholesale and pallet orders contact your account manager or the B2B team on (510) 458-2007. We will confirm whether the goods need to come back and send a returns label if they do.
Refund timing
Once a return is received and checked, refunds are issued to the original payment method within 5 to 10 business days. Bank processing can add a few days beyond that, which is outside our control. Where a replacement is quicker for you than a refund, we will offer that first.
Damaged pallets and freight
For pallet and container deliveries, note any visible damage on the carrier paperwork before signing. That single step is what allows a freight claim to succeed, and without it the carrier will usually refuse. Photograph the pallet before it is broken down and send the images the same day.
Questions we get often
Can I return part of a case? No, cases are returned whole, because a part-case cannot be resold.
Do you charge a restocking fee? Only on large or pallet returns, and we will always tell you the amount before you ship.
What if my order has not arrived? Contact us and we will trace it. Most US Orders placed on weekdays ship within 24 hours. Weekend orders ship when the next working day starts from our Hayward or Baltimore warehouses.
What a claim actually needs
A photograph
Of the damage and of the carton it arrived in. Take it before you unpack further.
A note on the delivery paperwork
On freight deliveries, write the damage on the carrier’s sheet before you sign. Without it a claim becomes an argument.
If the product is simply wrong for you
It happens, and we would rather fix it than argue about it. Unopened cases can come back within 30 days. Tell us what did not work: the size was wrong, it did not hold what you serve, or the pack count did not suit your storage. We will usually be able to point you at the item that does.
That feedback is genuinely useful to us. A product returned with a reason attached tells us something a product returned silently never will.
Next time, try a sample kit first. Ten dollars, credited against your order, and it puts the products in your hands before you commit to a case. We would far rather you tested it on our kit than on a customer’s order. Order a sample kit →