Return and Refund Policy

Effective Date: May 11, 2026

Overview

This policy applies to orders placed at opassmokedmeats.com (Shopify, shipped nationwide via UPS) and to in-store purchases at Opa’s Smoked Meats Deli & Market in Fredericksburg, Texas. Different rules apply to Opa’s products purchased through grocery stores or other retail partners; those circumstances are addressed below.

Smoked meats are a perishable food product. Opa’s takes every reasonable precaution to ensure your order arrives in proper condition: insulated containers, gel packs, and ship-day scheduling that avoids weekend layovers in carrier facilities. Because smoked meats are perishable, prompt customer action upon delivery is essential, and the timeframes in this policy are stricter than those of a non-perishable retailer.

1. How to Report an Issue with a Shipped Order

If there is a problem with a shipped order — damaged packaging, spoiled product, missing item, or wrong product — you must contact Opa’s within 24 hours of the UPS “delivered” scan. Claims received after 24 hours may not be eligible for replacement.

To report an issue:

•       Email info@opasfbg.com or call 830-997-3358

•       Provide your order number

•       Include photographs of the issue (packaging, gel packs, product condition)

•       Describe what you received and the nature of the problem

Photographs are required before a replacement is processed.

2. Customer Responsibilities at Delivery

Once a shipment confirmation email is sent, the customer is responsible for:

•       Tracking the package using the link provided

•       Receiving the package promptly upon delivery

•       Moving product to refrigeration immediately

•       Notifying Opa’s within 24 hours of the UPS “delivered” scan if any issue exists

Opa’s ships using insulated containers, gel packs, and ship-day scheduling designed to avoid weekend layovers in carrier facilities. The customer’s role at delivery — prompt receipt and refrigeration — is essential to maintaining product quality.

3. Replacements (Default Policy)

For products manufactured by Opa’s and sold through opassmokedmeats.com, our grocery partners, or shipped from our Fredericksburg facility, replacement is the default remedy.

Eligible circumstances include:

•       Damage in transit

•       Spoilage upon arrival, when reported within 24 hours of UPS “delivered” scan

•       Wrong product shipped

•       Quality concern (taste, appearance, texture)

If the original SKU is unavailable, Opa’s reserves the right to substitute a similar product of equal value. If a customer is dissatisfied with the flavor profile of a product they purchased, Opa’s may, at its discretion, ship a different flavor profile in place of the original.

Customers are not required to return perishable product. Replacements ship from Fredericksburg, Texas at no cost to the customer.

Photographs are required for all replacement claims. For products purchased through grocery stores or retail partners, proof of purchase is also required (see Section 10).

4. Refunds

Refunds are available in limited circumstances:

•       Online orders that have not yet shipped from our Fredericksburg facility may be cancelled and refunded in full.

•       In-store deli and market purchases may be refunded at staff discretion when a replacement is declined.

When a refund is issued, it is processed via the original payment method. Online order refunds processed through Shopify Payments typically appear on the original card within 5 to 10 business days. In-store refunds are processed through Toast, the deli’s point-of-sale system.

Refused or undeliverable packages are not eligible for refund. Once a perishable order has shipped, the product cannot be recovered or resold. Customers experiencing a delivery issue should contact Opa’s directly to discuss options.

5. Subscriptions

Subscription orders follow the same replacement policy as one-time shipped orders.

•       Already-shipped subscription orders are not eligible for refund.

•       Issues with a delivered subscription order are eligible for replacement under the standard 24-hour reporting window.

•       Subscriptions can be changed, skipped, or cancelled up to 48 hours before the scheduled ship date.

•       After the 48-hour window, the order is locked and will ship as scheduled.

•       Subscriptions are managed through the link in your order confirmation email.

6. Order Modifications

Modifications to a placed order — including item changes, quantity changes, and shipping address changes — are accepted up to 48 hours before the scheduled ship date. After the 48-hour window, the order is locked and will be processed as placed.

7. Address Errors

Customers are responsible for providing complete and accurate shipping addresses at checkout. If an address requires correction, rerouting, or redelivery for any reason originating with the customer or the address provided, the customer is responsible for the costs UPS charges Opa’s. UPS address correction fees are currently approximately $29.50 per package, plus any additional rerouting or redelivery fees that apply.

If an address error results in product loss — for example, a package is undeliverable and the product spoils — the customer is responsible for product replacement cost as well as any carrier fees.

8. Lost in Transit

If a package shows no movement on the UPS tracking record for five or more business days, or if UPS marks the package lost, contact Opa’s at info@opasfbg.com. Opa’s will file a claim with UPS and ship a replacement to the original delivery address at no cost to the customer.

9. Stolen After Delivery

Once UPS confirms delivery, the package becomes the customer’s responsibility. If a package is stolen after the UPS “delivered” scan, the customer must file a claim directly with UPS. Customers concerned about porch theft may request that signature confirmation be added to their order; see the Shipping Policy for details.

10. Grocery and Retail Partner Purchases

Opa’s products purchased at a grocery store or retail partner should first be reported to the retailer where the product was purchased, in accordance with that store’s return policy.

For product-specific concerns (taste, quality, appearance) on items manufactured by Opa’s and sold through retail partners, customers may contact Opa’s directly. Photographs and proof of purchase are required. At Opa’s discretion, replacement product may be shipped to the customer from Fredericksburg.

11. Boards, Trays, and Custom Gift Baskets (Deli Pickup Only)

Boards, trays, and custom gift baskets are prepared to order and are available for pickup at the Fredericksburg Deli & Market only. They are not available for shipping.

If an order is not picked up at the agreed time, the customer remains responsible for the full payment. No refunds or product replacements are issued for orders not picked up, as the prepared food cannot be re-sold and must be discarded.

To cancel or reschedule a pickup order, contact the deli as soon as possible. Cancellations made close to the scheduled pickup time may not be eligible for refund, as ingredients have already been prepared.

12. Deli & Market In-Store Purchases

For purchases made in person at the Fredericksburg Deli & Market, replacement is the default remedy when product issues are identified. If the customer declines a replacement, a refund may be issued at staff discretion. Refunds are processed through Toast, the deli’s point-of-sale system, to the original payment method.

In-store purchase questions can be addressed in person, by phone at 830-997-3358, or by email at info@opasfbg.com.

13. Digital Gift Cards

Digital gift cards are non-refundable and cannot be exchanged for cash. Digital gift cards do not expire.

14. Repeated Claims

Opa’s reserves the right to limit or decline replacements in cases of repeated or excessive claims.

15. Contact

For questions about this policy or to report an issue:

Opa’s Smoked Meats

Fredericksburg Lockers, Inc.

410 South Washington Street

Fredericksburg, TX 78624

info@opasfbg.com

830-997-3358