Refund policy

Returns, Refunds & Order Policy

At Vosem, we take pride in delivering exceptional American beef with uncompromising standards. Because our products are perishable, our policies are designed to protect both product integrity and customer experience.

Perishable Product Policy
Vosem does not accept physical returns of beef or other perishable items. Instead, any issues are handled through refunds, replacements, store credit, or another appropriate resolution, as determined by Vosem.

Reporting an Issue
If there is an issue with your order, you must contact us within 24 hours of delivery.

To ensure a timely review, please include clear photos of:

  • The product
  • Product packaging (including vacuum seals)
  • Shipping box
  • Shipping label

All claims are reviewed on a case-by-case basis.

Eligible Concerns
The following situations may qualify for review:

  • Damaged or compromised packaging (such as a broken vacuum seal)
  • Product arriving unsafe or not properly chilled
  • Incorrect items received
  • Missing items
  • Legitimate quality concerns

Resolution Process
Once reviewed, Vosem will determine the appropriate resolution. This may include:

  • Replacement shipment
  • Refund
  • Store credit
  • Another resolution at Vosem’s discretion

Situations Not Eligible
Claims may not be approved under the following conditions:

  • The package was left outside beyond a reasonable timeframe after delivery
  • More than 2 hours after delivery, or more than 1 hour in hot weather
  • Incorrect or incomplete shipping address was provided
  • Delivery could not be completed due to access issues
  • The order was mishandled after delivery
  • The claim is submitted after the 24-hour window
  • Concerns based solely on personal taste or preference

Shipping & Product Condition
All beef is shipped frozen. It is normal for products to arrive partially thawed during transit. If the product is still cold and safe upon arrival, it is considered acceptable and does not qualify for a refund or replacement.

While we work with trusted carriers, Vosem cannot guarantee shipping timelines or prevent all delays. Claims are evaluated based on product condition upon arrival, not transit time.

Delivery Responsibility
Customers are responsible for ensuring accurate shipping information and the ability to receive the delivery.
Vosem is not responsible for orders that cannot be delivered or are refused due to factors outside of our control.

Upon Delivery
To preserve quality and safety, orders should be opened, inspected, and refrigerated or frozen immediately upon delivery.

Order Changes & Cancellations
Orders may be canceled or modified up to 12 hours before shipment. After this window, changes may not be possible.

Contact
All order issues and claims must be submitted via email.

Our Commitment
If there is an issue with your order, contact us within 24 hours with supporting photos, and we will review your case and work to make it right.