Read Our Refund & Replacement Policy

MAS Foods International, LLC (MASFI) takes great pride in producing and shipping premium frozen chicken products. Due to the perishable nature of our products, all sales are generally final, and we do not accept returns.

Because our products are frozen and perishable, returned items cannot be restocked or resold once they leave our control.

Order Accuracy & Address Responsibility

Customers are responsible for ensuring that all shipping, billing, and contact information entered during checkout is accurate and complete.

Please carefully review your order confirmation immediately after purchase.

If you need to make changes to your order or shipping address, contact us immediately at support@masfi.com.

Once an order has been processed, packed, prepared for shipment, or transferred to the carrier, modifications, cancellations, rerouting, or address changes may no longer be possible.

MASFI is not responsible for delivery issues, spoilage, losses, delays, or unsuccessful deliveries resulting from:

  • Incorrect or incomplete shipping addresses
  • Failure to update an address change
  • Shipment rerouting requested after shipment processing
  • Delivery refusal
  • Failure to retrieve packages promptly after delivery
  • Inaccessible delivery locations
  • Theft after confirmed delivery
  • Carrier access restrictions
  • Weather delays or carrier disruptions beyond our control

Orders returned or destroyed due to incorrect customer-provided information or refused delivery are not eligible for refund or replacement.

Frozen Product Shipping Policy

MASFI products are shipped frozen using insulated packaging and dry ice designed to maintain safe product temperatures during normal transit conditions.

Dry ice may partially or fully dissipate during shipping, and products may arrive partially thawed. This is normal and does not automatically indicate product spoilage or qualify for refund or replacement.

Products are considered acceptable and safe if they arrive cold to the touch and have not exceeded USDA food safety guidance for refrigerated poultry products.

Customers are responsible for immediately refrigerating or freezing products upon delivery.

Once a shipment is marked as delivered by the carrier, responsibility for proper storage, handling, preparation, and consumption transfers to the customer.

Delivery Delays

While MASFI works closely with shipping carriers to meet estimated delivery windows, delivery dates are not guaranteed.

MASFI is not responsible for delays caused by:

  • Weather conditions
  • Natural disasters
  • Carrier operational disruptions
  • Mechanical failures
  • Air transportation interruptions
  • High holiday shipping volumes
  • Labor disruptions
  • Government actions
  • Supply chain interruptions
  • Events beyond our reasonable control

In the event of a carrier delay, customers should inspect all products immediately upon arrival and contact support@masfi.com if they believe products arrived unsafe for consumption.

Refunds & Replacements

Because food safety is our highest priority, MASFI may, at its sole discretion, issue a replacement, store credit, or refund for verified problems involving:

  • Products arriving unsafe for consumption
  • Significant shipping damage
  • Incorrect products shipped
  • Missing products
  • Quality issues verified by MASFI

Refunds, credits, or replacements are not guaranteed and are reviewed individually.

MASFI reserves the right to deny claims that cannot be verified or that appear fraudulent, abusive, or inconsistent with this policy.

Claim Requirements

To be eligible for review, all claims must:

  • Be submitted within 12 hours of confirmed delivery
  • Be emailed to support@masfi.com
  • Include the order number
  • Name
  • Address

Include clear photographs of:

  • The shipping box
  • Shipping label
  • Product packaging
  • Product condition
  • Dry ice and insulation materials, if applicable

Failure to provide requested documentation may result in denial of the claim.

MASFI may request additional information before approving any refund, replacement, or credit.

Non-Refundable Situations

Refunds, replacements, or credits will generally not be issued for:

  • Orders reported after the claim window
  • Incorrect addresses provided by customers
  • Failure to promptly retrieve delivered packages
  • Minor box damage not affecting product safety
  • Dry ice evaporation during normal transit
  • Partial thawing where products remain cold to the touch
  • Customer taste preferences
  • Orders improperly stored after delivery
  • Delays caused by weather or carrier disruptions
  • Unauthorized disposal of products before claim review
  • Multiple or repeated unsupported claims

 Subscription Orders

Customers enrolled in subscription or recurring delivery programs are responsible for managing their subscription settings before renewal processing.

Once a subscription order has been processed for fulfillment, it may not be canceled or refunded.

Customers may manage or cancel future subscription shipments through their account settings or by contacting support@masfi.com before the next billing date.

Chargebacks & Fraud Prevention

Customers agree to contact MASFI directly at support@masfi.com before initiating a payment dispute or chargeback with their financial institution.

MASFI reserves the right to contest fraudulent or abusive chargebacks and may suspend or permanently restrict future purchases associated with disputed transactions, excessive refund activity, or suspected fraud.

Food Safety Notice

Customers are responsible for following all USDA food safety recommendations for handling, storing, preparing, and cooking poultry products.

Always cook poultry products to USDA-recommended internal temperatures using a food thermometer.

Additional USDA food safety guidance can be found at: https://www.fsis.usda.gov

Contact Information

Questions regarding this Refund & Replacement Policy may be directed to:

MAS Foods International, LLC (MASFI)
support@masfi.com