CUSTOMER CARE

Shipping, returns &
care for living ferments.

What to expect when your order travels—and how to care for it when it arrives.

Refrigerate upon arrivalCold arrival is not guaranteed. Unpack promptly, clean the outside of each jar if needed, and chill thoroughly before opening.

SHIPPING POLICY

Temperature protection—not refrigerated freight.

Every shipped order is packed inside an insulated Styrofoam cooler. Ice packs are added whenever appropriate for the weather, route and products in the box.

The cooler and ice packs are designed to buffer temperature changes and reduce exposure to excessive heat. They are not intended to keep an order at refrigerator temperature for the entire journey, and they do not guarantee that your products will arrive cold.

Our products are living, unpasteurized ferments. Natural fermentation, beneficial microorganisms, salt and acidity help preserve them during normal transit. A jar arriving warmer than refrigerator temperature does not, by itself, mean that the product has spoiled.

Please unpack your order and refrigerate every ferment promptly after delivery. Refrigeration slows fermentation and helps maintain the flavor, texture and level of activity you prefer.

WHEN YOUR BOX ARRIVES

Unpack, clean & chill.

A few simple steps help settle your living ferments after their trip.

1
Unpack promptly
Remove every jar from the cooler and inspect the box, packing materials and products. If anything appears damaged or is leaking heavily, take photographs before cleaning it.
2
Clean the exterior
Wipe away condensation or minor leakage. If needed, rinse only the outside of the closed jar under cool water, then dry it before placing it in the refrigerator.
3
Chill before opening
Refrigerate the jar until it is thoroughly chilled—ideally for several hours. Chilling slows fermentation and allows some of the pressure and activity to settle. Open slowly over a sink.

STUBBORN LID?

A little warmth can help.

We make every effort to secure lids tightly during packing to limit leakage. Occasionally, a firmly tightened lid—or pressure created by an active ferment during transit—can make a jar difficult to open.

1. Start dry. Dry the jar, lid and your hands, then try a rubber jar gripper for better traction.

2. Warm only the metal lid. Fill a bowl with very hot water. Turn the jar upside down and briefly submerge only the metal lid—never the glass—for a few seconds. The heat helps the metal expand slightly and loosen its grip.

3. Dry and open carefully. Promptly lift the jar out, turn it upright, dry the lid and try again with the gripper. Open slowly over a sink.

Please note: Do not allow the refrigerated glass to touch the hot water. A sudden temperature change may cause the glass to crack.

NORMAL FERMENTATION ACTIVITY

Your jars may show signs of being alive.

As a ferment warms, its beneficial microorganisms become more active and produce carbon dioxide. Movement during transportation can add to that pressure.

Minor leakage

A small amount of brine may escape as pressure builds. Shipping movement can also loosen a lid slightly and contribute to leakage.

Raised or bulging lids

A lid may look raised or feel firm because naturally produced carbon dioxide has built up inside the jar.

Fizzing or bubbling

You may hear a release of pressure or notice fizzing when a jar is opened. Open slowly and carefully, preferably over a sink.

More active flavor

Temporary warmth can make a living ferment more active. Refrigeration slows that activity again.

These signs can be normal for living ferments. If a jar is broken, leaking heavily, appears damaged, or simply concerns you, please photograph it and contact us before discarding anything.

HOW WE PREPARE YOUR ORDER

Our shipping standards.

✓
Cold before packingProducts are kept well refrigerated before they are packed for shipment.
✓
Lids secured during packingAs each order is packed, we make every effort to ensure that every lid is closed tightly.
✓
Protected in transitEvery shipped order is packed in an insulated Styrofoam cooler, with ice packs whenever appropriate.
✓
Monday departureWe ship at the beginning of the week to minimize avoidable weekend delays.

RETURN POLICY

We want you to love what we make.

We do what we love, we love what we do, and we want you to love it too.

If your order arrives damaged or incorrect, or you are not satisfied with your purchase, please contact us promptly. Include your order number and, when applicable, photographs of the shipping box, packing materials and affected product.

Because fermented foods are perishable, we cannot accept ordinary physical returns. After we review the concern, we will make it right with an appropriate replacement or refund.

If you have any questions about the condition of a jar or what you are seeing, please reach out. We are always happy to help.