Refund policy
Tortilla Familia
Sales, Shipping & Refund Policy
Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms outlined below.
All Sales Are Final
Due to the perishable nature of our products, all sales are final. We do not accept returns or exchanges under any circumstances. By completing a purchase, you acknowledge and agree that Tortilla Familia's fresh tortillas are a perishable food product and are therefore ineligible for return.
Order Accuracy
Please review your order carefully before submitting. Once an order is placed and confirmed, it cannot be modified or cancelled. If you have questions prior to purchasing, contact us at hello@tortillafam.com before placing your order.
Shipping & Freshness
Tortilla Familia ships fresh, handmade tortillas promptly after preparation. Based on over 100,000 successful shipments, we are confident that tortillas shipped promptly after cooking and delivered within 2–7 business days will arrive in excellent, fully acceptable condition.
We are not responsible for delays caused by shipping carriers, weather events, natural disasters, incorrect addresses provided by the customer, or any other circumstances outside of our control.
Damaged Packages
Tortilla Familia is not liable for packages that arrive damaged during transit. Damage during shipping is the responsibility of the shipping carrier. If your order arrives visibly damaged, you must:
- Document the damage immediately with photographs upon reception.
- Contact us promptly at hello@tortillafam.com so we can assist you in opening a carrier claim.
While we will make reasonable efforts to assist you in this process, Tortilla Familia makes no guarantee that a replacement, credit, or resolution will be issued. Any resolution is subject to the outcome of the carrier's claims process.
Late Deliveries
If your package arrives more than 8 days past the estimated delivery date, you may be eligible to open a claim. To initiate a claim, contact us at hello@tortillafam.com with your order number and tracking information. Claims submitted outside of this window or without supporting documentation may not be eligible for review.
No Refunds
Because our products are fresh, perishable food items, we do not issue refunds once an order has been received and opened. Refunds are not available for:
- Orders delivered on time and in acceptable condition
- Orders affected by carrier delays outside our control
- Customer errors (incorrect address, missed delivery, etc.)
- Change of mind or preference
In limited circumstances — such as verified carrier damage or a late delivery exceeding 8 days past the estimated arrival date — a claim may be reviewed at Tortilla Familia's sole discretion. Opening a claim does not guarantee a refund, replacement, or any other remedy.
Non-Returnable Items
All perishable food products, including fresh tortillas, are non-returnable by nature. We are unable to accept any returned food items for health, safety, and regulatory reasons.
Contact Us
For any questions about your order, please reach out promptly. The sooner you contact us, the better we can assist.
Customer Support