Refunds, Returns & Order Issues

Last updated: September 25, 2026

At JoshMart, food, drinks, snacks and edible pet treats are final sale for health, safety and quality reasons. We do not accept returns or exchanges for these items once shipped or delivered, including for a change of mind, an item ordered by mistake, or a flavour you do not like.

Food items

We do not accept returns of food, drinks, snacks or edible pet treats. Please do not send food products back to us. If there is a problem with your order, contact us as described below so we can review it without requiring you to return a food item.

Damaged, incorrect, defective, missing or recalled items

If an item arrives damaged, materially defective or incorrect, an item is missing, or a product is recalled, please email joshmartca@gmail.com as soon as possible, ideally within 48 hours of delivery. Include your order number, a description of the issue, and clear photos of the product, packaging and shipping label where available. If you discover an issue later, please still contact us. Do not use a recalled product.

After reviewing the issue, we will offer an appropriate replacement, refund to the original payment method, or another remedy agreed with you. We may ask for a non-food item to be returned when appropriate; if we ask you to return an incorrect or defective item, we will cover reasonable return shipping.

Non-food items

Non-food items are also not eligible for change-of-mind returns unless we have explicitly agreed to a return in writing. If a non-food item is damaged, defective or incorrect, contact us using the process above. Do not send anything back without written authorization; an unauthorized return does not automatically qualify for a refund or credit.

Failed delivery / incorrect address

Customers are responsible for ensuring that the shipping address entered at checkout is complete and accurate. We are not responsible for orders delayed, lost, or misdelivered due to an incorrect address entered by the customer.

If there is a delivery problem despite a correct address, please contact us so we can investigate and provide an appropriate resolution. Nothing in this section limits your rights under applicable law.

Refunds and shipping charges

If we approve a refund, we will issue it to your original payment method, generally within 10 business days; your bank or card issuer may take additional time to post it. Where applicable law requires a shorter deadline, that deadline applies. Original shipping charges are generally non-refundable where a delivery problem was caused by an incorrect address entered at checkout. We will refund appropriate shipping charges where we shipped the wrong item, an item arrived damaged, or law requires it.

Your legal rights

Nothing in this policy limits your rights under applicable consumer protection laws, including rights concerning non-delivery, incorrect goods or defective products.

For help, email joshmartca@gmail.com with your order number.