Refund policy

REFUND & RETURN POLICY — LABRADOR BERRIES

OUR COMMITMENT

At Labrador Berries, we stand behind the quality of every product we harvest and ship. We are a small, remote, wild-harvest operation — our berries come straight from the land in Labrador, on nature's schedule, not a warehouse's. If something isn't right, we'll make it right.

Because our business runs on a pre-order model with long lead times between payment and delivery, this policy is a little different from a typical online store.

HOW OUR HARVEST & ORDER CYCLE WORKS
We harvest cloudberries and red berries in Labrador across three seasons each year. Our online store opens in two windows for pre-orders, and orders are fulfilled in the chronologically. Full payment is collected up front which reserves your share of a limited, weather-dependent harvest.

Cloudberry-Rubus chamaemorus- bakepapple

Pre-orders open July 1st-Aug 15th
Harvested: late July – early September
Fulfilled and shipped between September 15 and October 15.

Red Berries -Vaccinium vitis-idaea subsp. minus-partridgeberry

Pre-orders open Aug 16th-Oct 1st
Harvested: early October – mid December
Fulfilled/shipped:  January 1st –  February 1st

Red Berries (Spring Harvest )
These are our premium-grade berries. They are  held in reserve for the following season's pre-orders.

Coastal berry yields are weather dependent thus dates are estimates based on typical conditions and years.

Pre-Orders

We run two pre-order windows each year, one for each berry type:
Berry Pre-Order Window
Cloudberry July 1 – August 15
Red Berry (Fall) August 16 – October 1
Pre-orders close once the allocated amount (shown on our live inventory page) reaches zero, or when the window's end date arrives—whichever comes first.

Pre-Order Payment
Full payment is collected at checkout to secure your harvest share.

Pre-Order Shipping
Product Shipping Window
Cloudberry September 15 – October 15
Red Berry (Fall) January 1 – February 1
pre-orders are shipped first chronologically. Your order will ship according to the berry’s specific shipping calendar.

Cancelling Your Pre-Order
You may cancel your pre-order and receive a full refund at any point before your order is fulfilled and shipped—no questions asked.
To cancel, reply to your order confirmation email or contact us at tj@labradorberries.ca. Refunds are processed immediately on our end, though your bank or card issuer may take 3–10 business days to reflect the credit.
Cancelling releases your yield share back into the allocation pool.

If We Can't Deliver Your Order
If we are unable to fulfill your pre-order, you will receive a full refund plus a $40 gift card toward your next order. This is applied automatically and is valid for 12 months. You will never be charged for a product we cannot deliver.

Refunds
Refunds are credited back to your original payment method. Because of the gap between ordering and fulfillment, please keep your payment card active and valid.
We are not responsible for refund delays caused by expired, cancelled, or replaced cards. If this happens, please contact us so we can arrange an alternative refund method.

Once Shipped
Once your order is fulfilled and shipped, our standard Quality Issues and 30-Day Guarantee terms take effect (see below).

 

HARVEST VARIABILITY — PLEASE READ
We harvest  berries in remote parts of Labrador. Yield and timing can shift year to year due to weather, ice conditions, access to harvest sites, and satellite connectivity for logistics. This means:

Estimated fulfillment dates can shift earlier or later within a season.
In a low-yield year, we may not be able to fill all orders. If your order cannot filled, we will contact you immediately and provide full refund along with $40 gift voucher for the next harvest.

Stay Connected

We earn your trust through open communication. We understand the wait between ordering and delivery can feel long, and since we're often out in the patch or relying on satellite systems, here's how we stay in touch:

Due to limited cell service, we communicate entirely online via WhatsApp and email. Both are accessible using the chat button. It is here you can view our communication availability schedule. Please send all requests through this button, and we will get back to you as soon as possible.

You can also view updates through the harvest update page on the Labradorberries.ca website. Here, we post frequent updates along with customer questions and answers. Additionally, we post weekly updates on Instagram during harvest seasons.

 

QUALITY ISSUES
If you receive a product with a genuine quality issue, email us at tj@labradorberries.ca within 24 hours of delivery. Please include your order number, a description of the issue, and photos or video. We will review your claim within 5 business days.

Please Note: Our products are packed and shipped frozen, but due to transit times from remote Labrador, it is entirely normal and expected for products to arrive thawed or at room temperature. Because our wild berries naturally contain high levels of organic preservatives, arriving thawed does not mean the product is spoiled or lower quality. Simply place them into your freezer or refrigerator upon arrival.

Refund and return terms depend specifically on the berry type:

Cloudberries 
Cloudberries are strictly non-returnable and are not eligible for a refund on the basis of taste, quantity, thawing in transit, or general dissatisfaction. A refund will only be issued for visible, rare defects present on arrival (such as active contamination or severe packaging failure). Photo or video evidence submitted within 24 hours of delivery is mandatory. Please do not ship cloudberry products back to us.

Red Berries (all products)
Our red berries are naturally shelf-stable and perfectly safe if they arrive thawed. If there is a legitimate quality issue, these items are eligible for a refund, but we do require the product to be returned to us before a refund is issued. Please retain the item and its packaging and contact us at tj@labradorberries.ca for return instructions.Customers are responsible for return shipping costs. If you use a prepaid return shipping box provided by us, the exact cost of that shipping label will be issued to you as a store credit, which you can apply directly to your next purchase.


STANDARD ORDERS — 30-DAY GUARANTEE
For products shipped from existing stock (not pre-order), you have 30 days from the date of delivery to request a refund, subject to the product-specific terms above. After 30 days, we are unable to offer refunds or exchanges.

MISSING OR LATE REFUNDS
Approved refunds are processed immediately on our end, but your bank or card issuer may take 3–10 business days to reflect the credit. If it hasn't appeared after that, please check with your card provider or bank first, as processing times vary. If the issue persists, contact us at tj@labradorberries.ca.

Questions about where your order sits in the harvest cycle? Email tj@labradorberries.ca and we'll let you know as soon as we're able.