Effective Date: [11/18/24]
Shipping Policy:
- Processing Time: Orders are typically processed and shipped within 3-5 business days from the date of purchase, unless otherwise stated.
- Shipping Methods: We offer standard shipping via reputable carriers such as UPS, FedEx, or USPS.
- Shipping Rates: Shipping rates are calculated based on the weight of the package and the destination address. You can view the shipping cost for your order during the checkout process.
- International Shipping: We currently offer shipping within the United States. For international orders, please contact us directly for assistance and shipping options.
- Tracking Information: If you do not receive tracking information to monitor the status of your delivery please contact customer service and they will send it to you.
- Shipping Delays: While we make every effort to ensure prompt delivery, please note that unforeseen circumstances such as weather delays or carrier issues may affect shipping times. We appreciate your patience and understanding in such situations
At Troyer’s Mountain View Country Market we strive to provide you with the freshest and highest quality products. If you are not completely satisfied with your purchase, please review our return policy for food items below:
General Guidelines
- Eligibility for Returns:
- Food items are generally non-returnable due to safety and health regulations. However, if you receive an incorrect or damaged item, please contact us within 24 hours of delivery for resolution.
- Perishable Items:
- Items such as dairy, meat, fresh produce, and frozen goods cannot be returned. If any of these items are not as expected (e.g., damaged or expired), please provide us with photos and details.
- Non-Perishable Items:
- Non-perishable food items (canned goods, packaged snacks, etc.) can be returned only if unopened and in their original packaging. Returns must be initiated within 7 days of delivery.
Claims for Missing Packages
- Delivery Confirmation:
- If an order is marked as "delivered" to the correct address but you have not received it, please contact our customer service team within 48 hours of the delivery confirmation.
- Investigation Process:
- We will initiate an investigation with our shipping carrier to determine the status of your package. This process may take up to 5 business days. During this time, we encourage you to check with neighbors or other members of your household.
- Resolution:
- If the investigation concludes that the package was delivered incorrectly or is unable to be located, we will either replace the items or issue a refund, depending on availability.
- Customer Responsibility:
- Customers must ensure that the delivery address provided at checkout is accurate. We are not responsible for lost packages due to incorrect addresses.
How to Initiate a Return
- Contact Customer Service:
- Reach out to our customer service team at Davina@mountainviewcountrymarket.com or 423-426-8439. Please provide your order number and details of the issue.
- Return Authorization:
- Once your return request is approved, you will receive a Return Authorization (RA) number. This must be included with your return shipment.
- Shipping Instructions:
- For non-perishable items approved for return, securely package the item and ship it to the address provided in your RA email. Customers are responsible for return shipping costs unless the return is due to our error.
Refund Process
- Refunds will be processed back to the original payment method within 7-10 business days of receiving your returned items. Please note that shipping fees are non-refundable.
Exceptions
- If items are received in unsatisfactory condition due to mishandling during transport or incorrect items sent, we will provide a full refund or replacement.
Contact Us
If you have any questions or concerns regarding our return policy, please don’t hesitate to contact our customer service team.
Thank you for shopping at Troyer’s We appreciate your understanding and support in maintaining the quality and safety of our products.