Refund Policy and Order Problem Help
Report a missing, incorrect, damaged or quality-concern order within 48 hours of pickup or delivery. SmashMeals reviews the order details and confirms the resolution; sending a request alone does not confirm a refund or replacement.
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The policy at a glance
The published policy addresses quality concerns and orders that arrive damaged or incorrect. It describes a refund or replacement as resolution options. SmashMeals reviews the order details and confirms the applicable outcome and timing.
Contact SmashMeals within 48 hours of pickup or delivery. Reporting promptly gives the team the order context needed to review the problem.
For food-safety reasons, SmashMeals does not accept physical food returns. Report the problem and wait for instructions; do not ship meals back.
This policy applies to orders placed through SmashMeals.com and order.smashmeals.com.
What to include when you report a problem
- Order name or number, plus the pickup or delivery date.
- The meal name, quantity affected and a short description of what happened.
- A photo of damage or the label, if available. Do not delay reporting while gathering photos.
- For a shipped order: tracking number, arrival time and any temperature reading you took.
Call 423-525-2489 or email lew@smashmeals.com. Do not send full payment-card numbers by email or voicemail.
Report an order problem or choose a contact route.
If a shipped meal arrives warm
Open a perishable shipment promptly and check the food with a thermometer. USDA advises that shipped perishables should arrive frozen, partly frozen with ice crystals, or below 40°F. If the food arrives above 40°F, do not eat or taste it; notify the company. Smell and appearance do not establish safety.
Read USDA mail-order food-safety guidance.
Refund-policy questions
- What does the refund policy cover?
- The published policy addresses quality concerns and orders that arrive damaged or incorrect. It describes a refund or replacement as resolution options. SmashMeals reviews the order details and confirms the applicable outcome and timing.
- When should I report an order problem?
- Contact SmashMeals within 48 hours of pickup or delivery. Reporting promptly gives the team the order context needed to review the problem.
- Should I return or ship the food back?
- For food-safety reasons, SmashMeals does not accept physical food returns. Report the problem and wait for instructions; do not ship meals back.
- What information should I include?
- Include the order name or number, pickup or delivery date, affected meal and quantity, and a short description. Add a damage or label photo if available. For a shipped order, include tracking and arrival details.
- Is a refund or replacement automatic?
- No automatic outcome or response time is stated. Ask SmashMeals to confirm the resolution and timing for your order. An email or voicemail is a request for review, not confirmation that the request has been completed.
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Preview this week's menu, read ordering answers, or review order-change and cancellation guidance.
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