Refund policy

We take great care in packing and shipping your jams. However, while infrequent, once the jams leave our warehouse and are in transit to you, they can experience damage from third party carrier handling that is out of our control. We want to ensure you receive your jams as they are meant to be enjoyed, so if you jars are delivered damaged, we are here to help! We do need your collaborative efforts in order to determine how to proceed in resolving any damaged shipment claims.

Replacements and Refunds are made only if the jams are broken upon delivery, which includes glass breakage, contamination to the glass, or lid tampering such as denting. We also offer refunds or replacements for any jams that contain contaminants upon opening that indicate improper sealing during the canning process within the first 30 days of receipt. Should a jar break during transit, we simply ask our customers to provide images of the broken jar(s) so that we can submit a claim with USPS and send you a replacement order at no additional cost to you or a refund if that is preferred. We do require sufficient evidence of damaged product and damage to any exterior packaging is excluded in our policy and ineligible for replacement. Some exceptions apply, including damage to any gift set (Signature Trio) with custom printed packaging. 

Please email us at info@ayakoandfamily.com with clear images of the affected jars as soon as you notice the damage. From there, please allow 5-7 business days for us to process your claim, as we are a small team of one tackling all customer communications. :) Once we've received your images, we can issue a refund for the purchase cost of the affected items or a replacement of those items at no additional cost to the customer. If a refund is issued, a confirmation email will be sent but please allow a few days for those funds to post on your bank statement. If a replacement is requested, your jams will be shipped for free via USPS 2-3 day priority and new tracking information provided via email.