Carlton Hill Farm Refund & Satisfaction Policy

At Carlton Hill Farm, we believe in good food, fair prices, and treating folks right. We stand by everything we raise, grow, and build. If something doesn’t meet your standards or ours, we’re here to help.

Eggs & Meat (Rabbit, Quail, Chicken)

  • All sales are final once products are picked up due to food safety regulations. This ensures the highest standards of food safety and freshness for our customers.

  • If you receive a product that is damaged, spoiled, or not as described, contact us within 24 hours of pickup. We’ll review concerns and may offer a replacement or credit toward a future purchase.

  • Preorders: If you place an online order but have not yet picked it up, you are eligible for a full refund upon request. Just let us know before pickup!

No-Show Policy for Preorders

  • Perishable Items (Meat, Eggs, Produce, and Flowers): Orders must be picked up within 3 days of the scheduled pickup date. If not picked up, the order will be canceled, and a refund will not be issued.

  • Hutches & Equipment: Orders must be picked up within 5 days of the scheduled pickup date. If you need extra time, just let us know—we’re happy to work with you!

  • Orders must be picked up in full. Once an order is picked up, we cannot offer refunds or replacements for missing items.

Hutches & Farm Equipment

  • If a hutch or piece of farm equipment is defective or significantly different from what was promised, contact us within 7 days for an exchange or refund. We’ll do our best to resolve the issue fairly.

  • Hutches must be returned in unused condition. Damage from improper use, weather exposure, or modifications is not covered under our return policy.

  • Used hutches are not eligible for return, but we stand behind the quality of our work. If there’s a problem, we’ll work with you to find an acceptable solution.

Produce & Flowers

  • If you’re not satisfied with the quality of your vegetables or flowers, contact us within 24 hours of pickup with a description and photo of the issue.

  • Opened, consumed, or heavily handled products may not be eligible for replacement or credit, but we’ll work with you to find a fair resolution.

Books and Digital Products

  • Digital Products (eBooks, PDFs, information products): All digital products are non-refundable once delivered. Because files can be downloaded and copied, we cannot issue returns or refunds for these items.

  • Paperback Books: Refunds may be requested up until the book has shipped. Once a book has been mailed, the order is final and non-refundable. If your book arrives damaged or defective, please contact us within 7 days of delivery at info@carltonhillfarm.com for a replacement.

  • Bundles (Paperback + Digital): The digital files are delivered immediately after purchase and are non-refundable once sent. However, you may request a refund for the paperback portion of your order up until the book has shipped. After shipment, bundle orders are non-refundable.

What happens if I miss my confirmed pickup time or delivery?

Once you’ve confirmed your order date and time, we harvest and pack everything specifically for you. That includes labeling, time in the garden, and handling costs we can’t recover. Because of this, missed pickups without prior notice are not eligible for a refund. If something comes up, please reach out as early as possible so we can work with you.

How to Reach Us

For any concerns, please email info@carltonhillfarm.com with a description of the issue and a photo (if applicable), and we’ll assist you directly.

Thank you for supporting our farm—we appreciate your business!