Refund policy
Last updated: July 30, 2026
We stand behind every bag. If something is not right with your order, we want to hear about it and we want to fix it.
Our promise
We are confident you will love Tough Mother Biltong, so you can try it with no risk. If you are not satisfied with your product, email us at hello@toughmother.com within 30 days of delivery.
Because we sell a perishable food product, we handle every request individually rather than through a standard returns process. Our goal is simple: great product, and a customer experience that matches it.
Before you contact us
To help us resolve your request quickly, please include the following:
- The email address associated with your order
- Your order number
- The batch number tied to the issue, printed on the back of the pouch
- A photo showing the issue
The more detail you can give us, the faster we can make it right.
Why we do not accept food returns
For food safety reasons, we cannot accept the physical return of any biltong product, opened or unopened. Nothing needs to be shipped back to us. If we approve your request, we will send a replacement or issue a refund without a return.
Damaged or defective product
Every batch is made and packed to a high standard, and we check our work. If a pouch arrives damaged, sealed improperly, or the product inside does not meet the quality you expect, contact us with a photo and we will replace it promptly.
Delivery issues
Once a carrier confirms delivery, Tough Mother is not responsible for lost, stolen, or mishandled packages. If your tracking shows delivered and the package is not there, we recommend checking with your neighbors and your building, then filing a claim with the carrier. Email us and we will help you through the claim process.
Incorrect shipping address
Please double check your address at checkout. We are not able to reroute or refund orders shipped to an address entered incorrectly. If the package is returned to us by the carrier, we will contact you to arrange reshipment at your cost.
Wrong or missing items
If your order arrives incomplete or you received a flavor you did not order, email us within 30 days with your order number and a photo of what you received. We will ship the correct product at no charge.
Order changes and cancellations
We move quickly on fulfillment. If you need to change or cancel an order, email us as soon as possible and we will do our best. Once an order has been processed and handed to the carrier, we are not able to cancel or modify it.
Storage and shelf life
Every pouch is printed with a best by date. Store unopened pouches in a cool, dry place away from direct sunlight. Once opened, reseal the pouch, refrigerate, and enjoy within a few days for the best texture and flavor. We cannot replace product that has been stored or handled improperly after delivery.
What is not covered
Our replacement policy does not apply to:
- Product purchased more than 30 days ago
- Product damaged by improper storage or handling after delivery
- Discontinued flavors or products
- Giveaway, contest, and promotional product
- Purchases made in store
- Purchases made through third party retailers or resellers
- Replacement orders
For product bought from another retailer or marketplace seller, please contact that seller directly. We are not able to process replacements for orders we did not fulfill.
Refunds
Approved refunds are issued to the original payment method. Please allow 5 to 10 business days for the credit to appear, depending on your bank or card issuer. Original shipping charges are not refundable.
Chargebacks
You have the right to request a chargeback through your bank. We ask that you reach out to us first and give us the chance to resolve the issue directly. It is almost always faster, and we would rather fix it than fight it.
Contact
Email: hello@toughmother.com