Refund policy

Refund & Return Policy

Perishable Products: No Returns

American Ham ships frozen and shelf-stable meats. For food safety reasons, we can't accept returns of any food once it has shipped. If something is wrong with your order, please don't ship it back. Contact us using the steps below and we'll make it right.

When We'll Refund or Replace

We stand behind every product we ship. We'll issue a refund, replacement, or store credit (at our discretion) when:

Your order arrives physically damaged: torn packaging, broken seals, or leaking.
A frozen item arrives warm: fully thawed and no longer cold to the touch, or above 40°F on a probe food thermometer - up to 60°F is acceptable for an external temperature if the product feels cool.
Items are missing or incorrect compared to your order confirmation.
A product has a clear quality defect: off odor, off color, or off texture that doesn't match the product description.

What's Normal

These are expected and are not grounds for a refund or replacement:

No dry ice left in the box. Frozen items ship with dry ice, which turns into gas as it travels. If your frozen items are still frozen, partly thawed, or cold to the touch, they're fine. Put them in the freezer or refrigerator right away.
Country ham and country bacon at room temperature. They're dry-cured and shelf-stable, and they ship without dry ice on purpose.

Reporting Window: 48 Hours

To qualify for a refund, replacement, or credit, you must contact us within 48 hours of the delivery time shown by the carrier. We can't honor claims made after 48 hours, because we have no way to verify the product's condition after that point.

What to Send Us

To open a claim, email support@americanham.com with:

Your order number
A short description of the problem
Photos of (a) the outside of the box, (b) the insulated liner, and (c) the affected product(s)
For a frozen item that arrived warm, a photo of a food thermometer reading, if you have one
Whether you'd like a refund, a replacement, or store credit

Our customer service hours are Monday–Friday, 9am–4pm Eastern. We reply within one business day and resolve approved claims within 3–5 business days.

What's Not Covered

We can't offer refunds or replacements in these situations:

An incorrect shipping address entered at checkout, or a package returned to us because no one was available to receive it. If we can reship, the customer covers the repacking and shipping costs.
Carrier delays beyond our control, such as weather or regional service problems. We don't refund for a late delivery alone. If a delay caused a frozen item to arrive warm, the claim process above applies.
Personal taste. Each product is described in detail on its product page. We don't refund for flavor, smoke level, fat content, saltiness, spice level, or similar preferences.
Shelf-stable items arriving at room temperature, or dry ice that has disappeared in transit, as described under "What's Normal" above.
Claims from gift recipients. The person who placed the order needs to contact us.

Order Changes and Cancellations

Orders can be changed or cancelled before they're packed for shipping, usually within a few hours of ordering. Once an order is packed, it can't be changed or cancelled. If you need a change, email us as soon as possible with your order number.

Bacon Club Subscriptions

You can manage or cancel your Bacon Club subscription anytime by logging in to your account using the Account link at the top of our website. Subscription orders that have already been packed for shipping can't be changed or cancelled.