How to Submit a Return

Requesting a Return or Refund

We want every bag of Caliente to be the best jerky you've had all week. If something about your order isn't right, here's how it works — honestly and without the runaround.

First, the food part

Jerky is a food product, and food safety rules are strict (as they should be). That means we can't take opened or shipped food back into stock the way a shoe store takes back sneakers — so you won't find a self-service "return" button in your account, and in most cases we won't ask you to mail anything back. Instead, when something's wrong, you tell us and we fix it directly.

When to reach out

Contact us if:

• Your order arrived damaged — crushed box, torn or unsealed bags
• You received the wrong item or something is missing
• A product doesn't seem right — off taste, texture, or appearance, or a seal that doesn't look intact
• Your package never showed up (see Tracking Your Shipment first — sometimes carriers scan early)

How to request a return or refund

1. Get in touch. The fastest paths are:
   • Reply to your order confirmation email — it already has your order number attached, or
   • Use our contact page, or
   • Email [email protected]
2. Include your order number (it's in your confirmation email and under Your Orders in your account).
3. Tell us what happened — and if it's a damaged or wrong-item issue, attach a photo or two. Pictures get problems solved in one round instead of three.
4. Hold onto the product until we've replied, in case we need another look. Don't toss it (or finish it) just yet.

What happens next

A real person reads every message. We'll review what happened and make it right — depending on the situation, that might be a replacement, a credit, or a refund. If we do need anything sent back (rare, and mainly for unopened items), we'll give you clear instructions first; never ship anything back unprompted.

Refund timing

If a refund is the right fix, we'll confirm it by email once it's issued. Refunds go back to your original payment method; how fast it appears depends on your bank or card issuer.