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Refund Policy

  1. My Item(s) Arrived Damaged. What Do I Do?

We’re so sorry to hear this! Unfortunately we are unable to provide any assistance with orders that may arrive damaged due to carrier handling.

Before leaving Half Moon Empanadas commissary all products go through a quality control inspection.

We would however ask that you notify us of any damages that may have affected your products during delivery, please send an email to "office@halfmoonempanadas.com" with your order number and share photos that include:

  • Two pictures of the product 

  • A picture of the packaging/box

Thank you.

  1. My Order Arrived Thawed or Warmer Than Expected

We take enormous pride in making sure that your order is packaged properly and shipped at the appropriate speed so it arrives to your doorstep in excellent condition and safe to consume.

While we regularly conduct test shipments and adjust shipping speeds or packaging according to the season to mitigate the risk of shipping frozen foods, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

In most cases, it is normal for our frozen products to partially or fully thaw in transit. You can read the Instructions on each product page to learn more about how it should arrive and how it should be stored upon arrival.

If you have additional questions about the condition of your order, or you believe that your order is not safe to consume, please contact our Customer Support team by sending an email to "office@halfmoonempanadas.com". Please note that Half Moon Empanadas is not responsible for orders that are damaged due to extreme seasonal temperatures.

  1. I Sent My Order as A Gift and The Recipient Was Not Available or Didn’t Open the Package in Time

Customers are responsible for notifying their recipients that a perishable item is on the way, and for confirming that they are available to receive a package.

Half Moon Empanadas is not responsible for packages reported damaged due to a delay in opening and properly storing the package’s contents upon delivery.

  1. I Received My Package as A Gift and It Arrived Damaged or Incorrect

We're so sorry for the trouble with your gift!

Unfortunately we are unable to provide any assistance with orders that may arrive damaged due to carrier handling. However, for any incorrect orders, please contact our Customer Support team by sending an email to "office@halfmoonempanadas.com" within 3 days of delivery with the order number listed on your packing slip as well as details and photos of the incorrect items.

Please share photos that include:

  • Two pictures of the product(s) (from the side and overhead, please make sure that the corners of the products with the identifiable letter are visible)

  • A picture of the packaging/box

We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue, and receive their authorization for any further activity on their Half Moon Empanadas account.

  1. What is your Return Policy?

All items are final sale. Due to the perishable nature of our products and that we ship everything with dry ice, we are unable to accept any returns or accept any cancellations after an order has been placed.



Refund Policy For local deliveries through our website

 

If you place your order through our website and you were not satisfied with the empanadas, please let us know as soon as possible. We will replace or refund your order and make sure that your next experience with Half Moon Empanadas is a wonderful one! 

 

Please be aware that while we do everything from our end to complete this refund as soon as possible, depending on your financial institution, it may take up to 10 business days for the refund to be processed.

 

Refund Policy For local deliveries through our a third party app or website

 

If you place your order through a third party app or website, we are unable to replace or refund any order that may arrive damaged due to carrier handling.

Please notice that all products that leave for delivery go through a quality control inspection before leaving our commissary.  

We would love if you could notify us of any damage or defect that may have affected your products during these type of deliveries. Please send an email to "office@halfmoonempanadas.com" with your order number and share photos that include:



  • A photo of the damaged product

  • A shot of the packaging/box

 

To help us serve you better, we would love your feedback, so please, let us know what you think through our website www.halfmoonempanadas.com