Refund policy
Returns & Refunds
This policy applies to orders placed directly on intlloft.com. Orders placed through Amazon, Faire, or other marketplaces are governed by that marketplace's return policy. Wholesale and trade orders are governed by our Wholesale Terms below.
We want you to be happy with everything you order from us. Because we sell perishable and specialty food products, our policy is a little different from a typical retailer's — please read it before requesting a return.
If something arrives damaged, defective, or wrong
This is the fastest path to a resolution, and we handle it ourselves.
Please inspect your order as soon as it arrives. Contact us within 72 hours of delivery at care@intlloft.com with:
- Your order number
- Photos of the product
- A photo of the outer shipping box, including any damage to it
We'll make it right with a replacement, a refund, or store credit — your choice. In most cases you will not need to send anything back.
Claims made more than 72 hours after delivery may not be eligible, since we can't verify condition on arrival or file a carrier claim after that point.
Returns of undamaged items
Because these are food products, most items cannot be returned once they leave our warehouse. We cannot accept returns of:
- Any item that has been opened, tasted, or partially used
- Items with fewer than 60 days remaining before their best-by date
- Sale, clearance, or final-sale items
- Gift cards
Unopened, shelf-stable items in their original, unmarked packaging may be returned within 14 days of delivery, provided you contact us first and we approve the return in writing. Approved returns are refunded to the original payment method, less original shipping costs and a return shipping fee, which we'll tell you before you send anything.
Do not ship anything back to us without an approved return request. Unauthorized returns cannot be accepted, refunded, or sent back to you.
Condition on arrival
Everything we ship is shelf-stable and does not require refrigeration. A few things are normal in transit and are not considered damage:
- Minor dents or scuffs on tins. Small dents on the body of a tin are cosmetic and do not affect the product. A tin with a compromised seam, a swollen lid, a puncture, or any sign of leakage is a genuine defect — contact us and we'll replace it.
- Cloudy or solidified olive oil. Olive oil naturally clouds or partially solidifies when it gets cold in transit. It returns to normal at room temperature with no effect on quality or flavor.
- Settling in coffee and pasta packaging. Contents may shift or settle; sealed packaging that has vented slightly is normal.
If a glass bottle arrives broken or leaking, please don't handle the contents — send us photos of the box as it arrived and we'll replace the order.
Lost, stolen, and undeliverable packages
- Not delivered: If tracking shows no delivery, contact us and we'll open a carrier trace and take care of you once it's resolved.
- Marked delivered but missing: Contact us within 72 hours. We'll help you file a carrier claim. We're not able to guarantee a refund for packages confirmed delivered to the address provided, but we'll always try to find a fair resolution.
- Wrong or incomplete address: If a package is returned to us because of an address error at checkout, we'll refund the order less original shipping, or reship at your cost.
- Refused or unclaimed: Refunded less original and return shipping.
Cancellations
We ship quickly. Contact us as soon as possible and we'll cancel if the order hasn't already been packed. Once an order has shipped, it falls under the terms above.
Refund timing
Once a refund is approved, we issue it to the original payment method within 3 business days. Your bank or card issuer may take an additional 5–10 business days to post it.
Fair use
Our approach to damage and quality issues is deliberately generous, and it depends on being used in good faith. We reserve the right to limit, decline, or refuse future orders from any account with a pattern of repeated claims, and to require the return of an item before issuing a refund.
Questions
care@intlloft.com 954-408-9908 Monday–Friday, 9 AM – 5 PM ET
Wholesale & Trade Terms
Applies to all direct wholesale, distributor, and trade orders.
All wholesale orders are final sale. We do not accept returns for over-ordering, slow sell-through, seasonal leftovers, discontinued programs, or account closure.
Inspection on delivery. Please inspect all cases at the time of delivery and note any shortage, breakage, or discrepancy on the delivery receipt or bill of lading before signing.
Claims window. Shortages, damages, and mis-picks must be reported within 3 business days of delivery, with photos of the affected product and the case or pallet.
Resolution by credit memo. Approved claims are resolved by credit memo applied to a future order, or by replacement product on the next delivery. Cash refunds are issued only at our discretion.
Date-code issues. We will work with you on product that arrives with insufficient shelf life for your sales cycle. Product that has expired on your shelf after acceptance is not eligible for credit.
Not for resale on marketplaces. Wholesale product is sold for resale through the account's own retail or foodservice channels. Resale on Amazon or other online marketplaces without written authorization is grounds for termination of the account.