Hey there, Growers and Heat Lovers! At Pepper Joe’s, we’re passionate about delivering the hottest peppers, the finest seeds, and the coolest gear right to your door. We want you to be as excited about your purchase as you are about that first Carolina Reaper harvest. However, we understand that sometimes things don’t go as planned. Just as we nurture our plants with care, we handle your returns and exchanges with transparency and a commitment to your satisfaction.

This policy outlines our straightforward process for returns and exchanges. Please read it carefully to understand your options and how we can help.

Our Core Return & Exchange Promise

If you’re not satisfied with your purchase, we’ll make it right. Most unused, unopened items in their original packaging can be returned within 15 days of delivery for a refund or exchange. Your happiness is our harvest!

The Return & Exchange Process: Step-by-Step

  1. Initiate Your Request (Within 15 Days of Delivery):
    Contact our “Fire-Proofed” Support Team at [email protected] within 15 days of receiving your order. Please include your order number and the reason for the return/exchange. You can use the template at the bottom of this page.
  2. Receive Instructions & RMA Number:
    We’ll review your request and email you a Return Merchandise Authorization (RMA) number along with detailed return shipping instructions. Do not send any items back without an RMA number.
  3. Pack & Ship Your Return:
    Securely pack the item(s) in their original packaging, if possible. Include a copy of your order confirmation or a note with your RMA number and name. Ship the package to the address we provide. Please note: Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped).
  4. Our Inspection & Processing:
    Once we receive your return, our team will inspect it (usually within 3-5 business days). We’ll notify you via email once the inspection is complete.
  5. Your Refund or Exchange is Handled:
    Upon approval, your refund will be processed to your original payment method, or your exchange item will be prepared for shipment. See below for timing details.

Refund Timing & Method

We aim to process refunds as quickly as we germinate a Ghost Pepper seed!

  • Timing: After we approve your return, please allow 5-10 business days for the refund to be fully processed and appear in your account. The exact timing depends on your bank or payment provider.
  • Method: Refunds are issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to a different card or account.
  • Shipping Costs: Original shipping fees are non-refundable. For exchanges due to our error, we will cover the cost of reshipping the correct item.

🌶️ Important Note on Exchanges: Need a different size of Hot Pepper Apparel or swapped a Hybrid seed packet? Exchanges are subject to product availability. If your desired exchange item is out of stock, we will issue a refund and notify you immediately.

Products We Cannot Accept for Return

Just as some peppers are irreversibly hot, some products are not eligible for return due to their nature. We cannot accept returns for:

  • Opened Seed Packets (Companion Seeds, Heirloom, Hybrid, Hot, Ghost, Carolina Reaper, Herb): For the safety and integrity of our seed bank and our growers’ gardens, we cannot accept returns on any seed packets that have been opened or whose seals are broken.
  • Digital Products or Downloads: Any digital content purchased is non-refundable.
  • Perishable Goods: This includes Dried Chili Peppers and Hot Sauces that have been opened or whose safety seal is compromised.
  • Personalized or Custom Items: Any product that has been customized or personalized at your request.
  • Items Damaged After Delivery: Due to improper storage, planting, or use not in accordance with product guidelines (e.g., plant health issues from incorrect use of Fertilizers).
  • Final Sale Items: Any item explicitly marked as “Final Sale” on our website.

If you receive a seed packet, sauce, or any item that is damaged, defective, or incorrect upon arrival, please contact us immediately at [email protected] with photos, and we will resolve it promptly at no cost to you!

Return & Exchange Request Email Template

To make initiating your request easy, copy, paste, and fill out the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Pepper Joe’s Team, I would like to request a [Return for Refund / Exchange] for my recent order. Order Number: #[Insert Your Order Number Here] Date of Delivery: [Insert Date You Received the Package] Item(s) for Return/Exchange: – [Product Name, e.g., “Ghost Pepper Seeds”] – [Size/Quantity, if applicable] – SKU or Item #: [If available on your order confirmation] Reason for Request: [Please briefly explain, e.g., “Wrong size,” “Changed mind,” “Item arrived damaged,” etc.] My Preferred Solution: [ ] Refund to original payment method. [ ] Exchange for: [Specify exact product name and variant, if applicable]. I have read and understand the Returns & Exchanges policy on pepperjoeshop.com. My full name and shipping address for verification: [Your Name] [Your Shipping Address] Thank you for your help! Best regards, [Your Name]

Need Help? Contact Our Support Team

We’re here to help you with any questions about returns, exchanges, or your order. Reach out to us!

Email: [email protected]

Mail (for correspondence, please email first):
Pepper Joe’s
Attn: Returns Department
8036 Laketowne Court
Severn, US 21144

We typically respond to all emails within 1-2 business days.

🌶️

Thank you for being part of the Pepper Joe’s family! We appreciate your trust and passion for all things hot and growing. Now, let’s get back to cultivating something amazing.

Pepper Joe’s • 8036 Laketowne Court, Severn, US 21144 • Shipping passion worldwide since 1998.