Refund policy

Purchases of fresh fruit or vegetables are not eligible for returns due to the inherent perishability of the product. Purchases of non-fruit merchandise are eligible for return within 7 days.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is damaged, in poor condition, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please contact us at fanclub@heyfruitqueen.com to report damaged or poor quality product. Really, we want to know. This feedback helps us in our operational processes, and those of our farmer friends. Please provide a brief description of the issue and photos, if possible. We will make a good faith effort to make it right, via a credit for future purchase or a refund.

We may provide guidance for best practices for storing fruit on our blog, Fruit Notes. Failure to properly store a product may result in the premature degradation of quality and shortened shelf life.

Please note that while we aim to sell you delicious fruit and nothing less, these are agricultural products with natural variation in flavor, sweetness, and texture. Failure to satisfy personal preferences is not a quality issue. That said, if something isn't right, get in touch. Let's talk about it.

 

Non-returnable items

Items containing perishable fresh fruit or vegetables, in whole or in part, cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Returns of non-food merchandise

To be eligible for a return, merchandise must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at fanclub@heyfruitqueen.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at fanclub@heyfruitqueen.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at fanclub@heyfruitqueen.com.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Failure to Pick Up Your Order
When you place an order to be fulfilled via customer pick up, you will be notified of the dedicated day, time, and location to pick up your order. As a courtesy, we typically email a reminder the morning of the fulfillment day as well. We may be able to accommodate requests to change a pick up order to a delivery order up until 5pm on the day before an order's fulfillment day. Requests made after this time may not be granted.

If you are unable to pick up your order at the dedicated date and time, please send us an email at fanclub@heyfruitqueen.com to let us know. If you contact us before the close of the pick up window, we will make a good faith effort to provide a time for you to pick up your order. However, we cannot accommodate ad hoc requests for order pick up.

If you fail to pick up your order at the dedicated date and time, we may elect, at our sole discretion, to donate your order to our pickup partners or to a non-profit organization of our choice, such as the San Francisco-Marin Food Bank.