Returns

Returns Policy

All regularly stocked items, with the exception of consumable products (e.g., cleaning supplies, food items, perishables), can be returned within 30 days from the date of the order placed, so long as they are unused and in the original packaging.

Simply log into your account (created when an order was placed)
Request a return.
Send items back with a copy of the original packing slip. (Send to address on Packing Slip)

Once received and accounted for, the request will be processed within 14 business days of inspection and approval of the product(s), and refunded to the original payment method. In exceptional cases, processing may take up to 60 days. Shipping charges paid at the time of checkout will not be credited along with the return. A restocking fee of 45% will be deducted from the amount due to cover the cost of processing the item(s) back into stock. Customers are responsible for the cost of return shipping. Returns are not available for custom/special order product(s).

Exchanges are processed as return. Customers are responsible for return shipping cost, and a 45% restocking fee will be applied during processing.

Order Cancellations: All orders placed with Sparrow Food Solutions are considered final at the time of purchase and cannot be cancelled. Once an order is submitted, it immediately enters our processing and fulfillment workflow to ensure timely delivery. If you would like to return an item after it has been received, please refer to our Returns Policy above. All applicable terms, including the 45% restocking fee and customer-paid return shipping, will apply.

Special and Custom Orders: Custom-configured products, special-order items, and items not regularly stocked are final sale and cannot be returned or cancelled once the order has been placed. These items will be clearly marked at checkout.

Damaged Items: Please inspect your order upon delivery. If there is visible damage to the package, we recommend refusing the delivery with the carrier. If damage is noticed after delivery, please contact us within 24 hours of receipt and include the required documentation listed below so we can assist you promptly. Claims reported outside of this time frame may not be eligible for review.

Required Documentation for Damage Claims:

Photos of the damaged item(s)
Photos of the outer packaging (showing any external damage)
Photos of the internal packing materials
A clear written description of the damage

Incomplete claims may delay or prevent resolution.

Signed Delivery: Delivery is considered complete at the time the carrier confirms receipt, regardless of when the package is opened or inspected. The 24-hour damage reporting window begins at the time of delivery confirmation, not at the time of unpacking.

Incorrect Item Received: If you receive an item that does not match what was ordered, please contact us within 7 days of delivery with photos of the item received. Sparrow will arrange and pay for return shipping of the incorrect item and either ship the correct item or issue a full refund at no restocking fee.

Missing or Short Shipments: If your order arrives with missing items, please notify us within 7 days of delivery. Include the order number, a list of missing items, and a photo of the packing slip received. We will investigate with the carrier and issue a replacement or refund for verified missing items.

Lost or Stolen Shipments: Once a package is marked as delivered by the carrier, responsibility transfers to the customer. For packages marked as delivered but not received, customers should first check with neighbors and household members, then file a claim directly with the carrier. For packages lost in transit prior to delivery, Sparrow will assist with the carrier claim process. Sparrow is not responsible for theft after confirmed delivery.

Return Condition Standards: To be eligible for a refund, returned items must be: in new, unused condition; in original manufacturer packaging with all accessories, manuals, and warranty cards; free from any signs of installation or use; and accompanied by the original packing slip. Items returned that do not meet these standards may be refused or subject to additional fees.

Refund Method: Refunds are issued to the original payment method only. If the original payment method is no longer active, refunds may be issued by check at Sparrow's discretion, which may require additional processing time.

Manufacturer Warranties: Items beyond the 30-day return window may still be covered under the original manufacturer's warranty. Please refer to the product's owner's manual for warranty terms and contact the manufacturer directly for warranty service.

Address Accuracy: Customers are responsible for providing a complete and accurate shipping address at the time of checkout. Sparrow Food Solutions is not responsible for delays, additional charges, or non-delivery resulting from incorrect or incomplete address information provided by the customer. This includes, but is not limited to:

Carrier address correction fees (these will be passed on to the customer)
Re-routing or re-shipment fees for packages diverted to a corrected address
Packages returned to sender due to undeliverable addresses (subject to all return shipping costs and the standard 45% restocking fee)
Packages delivered to the address provided but reported as "wrong address" by the customer

If you notice an address error immediately after placing your order, please contact us at info@sparrowfoodsolutions.com as soon as possible. While we cannot guarantee changes can be made (see Order Cancellations above), we will make every reasonable effort to correct the address before the shipment is processed.

Refused Shipments: Shipments refused without prior authorization, or returned to sender due to incorrect or incomplete shipping information provided by the customer, will be subject to all return shipping costs and the standard 45% restocking fee.

Chargebacks: Customers who file chargebacks for orders that fall outside of our return policy will be provided with full supporting documentation in response to the dispute, including delivery confirmation, signed receipt, this published return policy, and all customer correspondence.

Contact for Returns: All return-related communication must be conducted through email at info@sparrowfoodsolutions.com or through your customer account portal. Phone support is not available at this time. Communications through other channels (social media, third-party platforms) may delay or prevent resolution.

Policy Updates: Sparrow Food Solutions reserves the right to update or modify this Returns Policy at any time. The policy in effect at the time of your order placement will apply to that order.