Refund policy

Refunds

We are 100 % committed to the satisfaction of our customers, if you are not satisfied with our products for any reason, please contact us and we will work toward a resolution.

Refund requests must be in writing. You can email us at info@theprimehousedirect.com. Once we have received your request and your refund is approved, we will then provide instructions on how to return the product or issue the refund. 

⚠️ ONLINE ORDER TERMS – FINAL SALE POLICY

All online orders placed with Prime House Direct are FINAL SALE.

By completing your purchase, you acknowledge and agree to the following:

  • No refunds, cancellations, or chargebacks will be accepted once an order has been processed or shipped.
  • We are not responsible for incorrect or incomplete shipping addresses entered at checkout.
  • We are not responsible for delays, losses, or delivery issues caused by shipping carriers (including UPS, FedEx, or any third-party provider).
  • All shipping-related issues must be resolved directly with the carrier. We may assist with documentation but make no guarantees regarding resolution.
  • Subscription orders must be canceled prior to billing. Once processed, subscription orders are non-refundable and cannot be reversed.
  • We do not guarantee satisfaction based on taste, preference, cooking method, or individual expectations.
  • Variations in color, marbling, texture, or appearance are normal and not grounds for refund or dispute.

All products are shipped frozen, vacuum sealed, and USDA inspected. Once your order leaves our facility, full responsibility transfers to the customer and/or carrier.

By placing an order, you waive the right to dispute charges outside of verified cases of:

  • Product arriving unsafe for consumption (spoiled upon delivery), or
  • A proven fulfillment error (incorrect items sent)

All claims must be submitted with photo evidence within 24 hours of delivery.

**Shipping and other fees are not refundable.

Thawing

Rule of thumb:
If your steaks, burgers, etc. are cool to the touch - think like they've been in the fridge - they are 100% safe to cook or refreeze.

Some thawing is expected during shipping. We pack your meat flash-frozen and vacuum-sealed, ensuring maximum freshness and minimal risk. 

Our packing materials are designed to keep your order safe during typical transit times. It’s safe as long as the meat is still cold to the touch and hasn't risen above 40°F, the food safety threshold established by the USDA. 

Even if the meat is no longer rock-solid, as long as it’s still refrigerator-cold, you’re in the clear.

Damages

For any shipments that arrive completely thawed/hot, you must contact us via email at info@theprimehousedirect.com within 24 hours of delivery so that we can assess the reason and start the refund or replacement process. 

The Prime House Direct is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim. 

**Shipping and other fees are not refundable.

Shipping Errors

We ship to the address that is entered by the buyer at the time of purchase. All addresses are verified by our shipping system and UPS before processing. We do not offer refunds, or replacements, for orders shipped to incorrect addresses. If an order is mis-shipped/handled by a carrier, please contact the carrier for a resolution on the order. We do not control third party shippers. As the recipient, you may need to file a claim with the carrier and provide any needed information to them for resolution.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at info@theprimehousedirect.com and send your item to: 5081 Union Street, 30291 Atlanta, Georgia.

Missing Items

If an item(s) was missing from a box or shipment, a replacement will be shipped to you. We do not do partial refunds. 

Free Items

Promo items are limited in nature and substitutions may apply. We reserve the right to substitute items of equal or greater value for any promo items. We do not reship or offer refunds on free or substituted items. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

 

SNAP/EBT Refunds (Truckload Only) 

SNAP/EBT Refunds are regulated by SNAP/EBT and have to be done according to their regulations. In order to process a SNAP/EBT refund and have benefits credited back to your account, the following conditions must be met: 

  1. All product must be returned in original condition. 
  2. The refund can only be requested on the same day and same location the original purchase was made.
  3. The requested refund can only be for an amount equal to, or less than, the original purchase. 

These rules apply because the return must be completed on the same point-of-sale device as the original purchase was made, and the return must be completed in the same “batch” as the purchase transaction. This is required by the SNAP program policies. All refunds for food items that you purchased with SNAP benefits go directly onto your EBT card.

Cash (or check) refunds are not allowed for food items purchased with SNAP benefits under any circumstances per SNAP regulations.