Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Ordering

How does ordering work?

For those interested, here is how we make it work logistically:

  1. All our Wellingtons are made fresh each and every morning in our Los Angeles USDA certified kitchen.
  2. We ship all Wellingtons directly from our kitchen to your home.
  3. In order to maximize freshness, our product is typically made within a week of shipment.  It is then kept frozen in our industrial freezer until it leaves our door!
Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

When will my Wellingons arrive?

We ship orders Tuesdays and Wednesdays and we aim to ship out Wellingtons within 1-3 business days after your order is placed. This shipping setup ensures your Wellingtons remain safe and frozen while traveling with dry ice!

 

Once shipped, your Wellingtons will arrive fresh to your home within 2 days.  If there is an issue with your order, please document it by taking a picture or video, and reach out to us at support@wellingtons.la so that we can make it right.  We will not be able to offer any refunds or reshipments without proper documentation.  For more information on refunds, click here.

What is behind the shipping cost?

Frozen shipping is expensive due to dry ice and insulated liner costs but we do a lot of work on our back end to bring the cost down and pass on savings to you! We work hard every day to bring down costs even more.

We are proud to be able to offer free shipping on orders over $200 (whereas other frozen foods may charge $40+ per order or add it into product costs.) Not here.

Damages and other issues?

Please inspect your order upon receipt.  If you notice anything that’s defective, damaged, or if you receive the wrong items, please document the issue with photos and/or videos and send them to us at support@wellingtons.la.  We will always do our best to make things right for you.

What is your refund policy?

Our refund policy extends for a duration of 30 days. To be eligible for a refund, any issues with your order must be thoroughly documented and submitted to us at support@wellingtons.la. It's important to note that refunds and re-shipments are issued at our discretion.

What is your return policy?

At Wellingtons, we adhere to a strict no-return policy due to the perishable nature of all our products.

Get in touch

Have questions about your order, or a general enquiry?