Return Policy

We at Highland Brands and CanningPantry.com are confident that our products will meet or exceed your expectations, but we fully understand that is not always possible and, subject to this return policy, we will gladly accept returns (some items excepted as stated below) per the following guidelines.

Returning an Item

You have 30 days from the date of shipment to initiate the return or exchange of an item. After 30 days all sales are final and all items are subject to the terms and conditions of the manufacturer's warranty. In most cases you will need to contact the manufacturer directly for warranty service or support. In order to keep our prices low, all returned items are subject to a 15% restocking fee.

To qualify for a return:

You must contact Highland Brands customer service by submitting a Support Ticket to obtain a Return Merchandise Authorization (RMA) number before returning an item. Return shipments without a valid RMA number clearly posted on the outside of the shipping box will not be accepted. At our discretion, any return without an RMA number will either be refused, returned to you at your expense, or subject to a 50% restocking fee.
All items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging (including the box the item was shipped in or a comparable shipping box), with all paperwork, parts and accessories.
Returned items that are soiled, damaged or missing parts are not eligible for a refund and will be returned to you at your expense. We are not obligated to accept returns if the item is not in the same condition as it was sent.
Food items are not returnable due to health and hygiene hazards. For the safety for all our customers, items such as pickling additives, tomato mixes, snow cone syrups, popcorn additives, and other consumed items are not returnable.
Custom and special order items are also not returnable. The policy for these items is noted on the item page. Non-returnable special order items include all items under the kitchen furniture and large appliance store categories.

All items properly returned under this policy are eligible for a refund of the purchase price, minus the restocking fee and shipping*. Returned items returned not in compliance with this policy may be returned to you at your expense or charged higher fees.

Here are the basic steps to return an item:

To obtain a RMA number, submit a Support Ticket. Once we have sent your RMA number, please write the RMA number clearly on the outside of the shipping box. Items received without a valid RMA number will be rejected.
Pack the item securely in the original package (including the box the item was shipped in or a new comparable box if the shipping carton was weakened by the initial shipment).
Enclose a copy of the original packing slip or the order confirmation that was emailed to you. If you cannot send a copy of one of these records, please include your order number, billing name, and address with the item. A note regarding the reason for the return and the item's condition is appreciated.
All returns must meet the above requirements to be eligible for a refund.
We recommend using a shipping method that provides package tracking, and insurance as you are responsible for the safe return of the item. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
Send the return package to:

Highland Brands, LLC
Returns Department
19 North 100 West
Hyrum, UT 84319

435-245-6776
Refunds are normally issued within 30 days of our receipt of complete, authorized returns. Credit will be issued in the same form as the original payment (i.e. credit card credit for items paid for by credit card or a Paypal refund check for items paid for through Paypal).

Please note: If there is damage to an item upon delivery, immediately contact us for instructions by submitted a Support Ticket or calling us at 800-285-9044, option 3 for Customer Service.

* We will deduct the actual shipping and handling costs from any return that originally received Free Shipping.

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Exhanging an Item

You have 30 days from the date of shipment to exchange an item.

To exchange an item quickly, place an order for the new item by phone or the website and follow the above Return process on the item you wish to return.

You can also exchange an item through the above Returns process, but specify with the return what item you wish to exchange it for. Any price differences of the exchanged item(s) will be charged or credited to the original method of payment.

All items that you are returning for exchange are subject to the same criteria as the above Return Policy.

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Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at 800-285-9044, option 3 for Customer Service. You may also send us a Support Ticket. Please supply us with your order number and item number from your original confirmation email. We will also need your email address and phone number. We will make every reasonable effort to replace the item in a timely manner.

If there is extensive damage to the carton, refuse the delivery and contact us immediately as above. Please have your order number available when you contact us. Note: please accept canning jar shipments with broken glass. We do not want the broken glass back. We will replace or refund the broken jars.

Replacement Terms
In the event that we send you a replacement, unless advised otherwise, you will be required to return the damaged or defective item within 30 days to avoid being charged for both the replacement and the original. Additionally, we can only replace the exact item and version you ordered.

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Shipping Refunds

When UPS provides refunds to us for shipments that are delivered beyond the expected delivery date, we will pass that refund to the customer. However, there are generally no UPS refunds issued for late ground shipments and any delays due to weather.

We will deduct the actual shipping and handling costs from any return that originally received Free Shipping.

The customer is responsible for all shipping and handling charges on refused orders, with the exception of damaged shipments. This includes both the outbound and return shipping and handling charges.

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Product Warranties and Repairs

Many of the items that are sold on www.CanningPantry.com come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, or to place a warranty claim, or to arrange for repair, please contact the manufacturer directly.

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Changing or Canceling Your Order

After you have clicked the last "Continue" button and can view your invoice, your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must call us at 800-285-9044, option 3 for Customer Service (please do not choose option 1 for the Sales Department as they cannot help you). Please leave a message if we do not answer. If you call and leave a message, we recommend that you also submit a Support Ticket.

However, please note that once the order is placed, we cannot guarantee that we will receive your message prior to shipping your order. Most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled. In some cases, a shipped order can be rerouted back to us, but additional shipping charges and a service charge of $25 applies.

The customer is responsible for all shipping charges on refused orders, with the exception of damaged merchandise. This includes both the outbound and return shipping charges.

Orders canceled or refused after they have shipped will be treated as a return. Transaction fees we incur for orders totaling $500 or more, canceled after the day they were placed will be deducted from refunds. The following transaction fees apply:
- Visa / MasterCard / Discover / PayPal - 2.5% of total purchase price
- American Express - 4.5% of total purchase price

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Cancellations of Orders by Highland Brands

Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are:

Item(s) not available.
Difficulty in processing your payment information.
Cannot ship to address provided.
Duplicate order was placed.
Canceled due to a customer request.

If your order is canceled, you will receive a notice regarding your order via email which may explain the reason for the cancellation. You will not be billed for any canceled items.

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Enforcement of Terms, Conditions and Policies

By accessing and using the CanningPantry.com web site, you agree that your access to and use of this web site is subject to these terms, conditions and policies, as well as all applicable laws, as governed and interpreted pursuant to the laws of the state of Utah, United States of America.

All policies, prices and information on this website are subject to change without notice.