Frozen food is temperature-controlled. Support decisions use food-safety evidence, order status and the actual PayPal refund record.
Report an issue
Report wrong, missing, damaged or temperature-affected items promptly with the order number and clear photos. Damage caused by improper storage or thawing after receipt is not refundable.
Refund processing
Refunds are initiated by administrators against a completed PayPal capture. The system records success only after PayPal confirms completion; posting time depends on PayPal and the card issuer.