Customer Policies

Thank you for choosing Hatch & Spoon Co.! These policies help us keep ordering, preparation, and delivery organized while ensuring your meals are prepared safely and with care.

1. ORDERING & PAYMENT

Orders are not considered confirmed until payment has been received. Payment is due in full at the time of checkout. Orders are not confirmed until payment has been successfully processed.

Future preorders are treated as confirmed orders once payment has been received.

2. CANCELLATION & REFUND POLICY

Because Hatch & Spoon Co. purchases ingredients and reserves commercial kitchen space based on confirmed orders, all prepaid orders are non-refundable.

Refunds are not available for:

Cancellations
Changes of mind
Failure to receive or use an order
Changes in personal circumstances
Failure to be available during the selected delivery period
If you are unable to receive your order during your selected ordering period, please contact Hatch & Spoon Co. as soon as possible. At Hatch & Spoon Co.’s discretion, and subject to availability, your order may be transferred to a future ordering period. Transfers are not guaranteed.

If Hatch & Spoon Co. must cancel an order or is unable to fulfill a confirmed order, the customer will receive a full refund.

By submitting a prepaid order, the customer acknowledges and agrees to this cancellation and refund policy.

3. DELIVERY

Hatch & Spoon Co. currently offers delivery within a 10-mile radius of Roanoke. Deliveries outside of the standard delivery radius may be subject to an additional delivery fee.

Delivery windows are determined based on commercial kitchen availability, production schedules, and delivery route planning. Customers will receive their expected delivery window once the schedule has been finalized.

Because delivery times can be affected by production, traffic, weather, and other unforeseen circumstances, specific delivery times cannot be guaranteed.

Customers are responsible for ensuring that someone is available to receive the order during the provided delivery window.

Meals are delivered refrigerated and should be placed in the refrigerator or freezer promptly after delivery.

If an unexpected delay occurs due to weather, traffic, or another unforeseen circumstance, Hatch & Spoon Co. will communicate directly with the customer.

4. FOOD STORAGE & HANDLING

Hatch & Spoon Co. meals are delivered refrigerated.

Customers are responsible for promptly refrigerating or freezing their meals after delivery and for following all provided storage, reheating, and handling instructions.

Once an order has been delivered and accepted by the customer, proper storage and handling of the food becomes the customer’s responsibility.

Hatch & Spoon Co. is not responsible for food that has been improperly stored, handled, reheated, or left at unsafe temperatures after delivery.

5. ALLERGIES & DIETARY RESTRICTIONS

Hatch & Spoon Co. takes food allergies and dietary restrictions seriously and follows applicable food-safety practices and ServSafe standards for allergen awareness and handling.

Customers are required to disclose any known food allergies or dietary restrictions during the ordering process.

All allergy and dietary accommodation requests are reviewed case-by-case and will only be accommodated when Hatch & Spoon Co. can reasonably and safely do so within its commercial kitchen and production environment.

Because ingredients containing common allergens may be present in the kitchen, Hatch & Spoon Co. cannot guarantee an allergen-free environment or guarantee that products will be free from cross-contact.

If we are unable to safely accommodate a specific allergy or dietary restriction, we will communicate that to the customer.

6. MENU, CUSTOMIZATION & SUBSTITUTIONS

Hatch & Spoon Co. offers curated meal kits designed to provide a convenient and nourishing postpartum meal experience.

Core kit menus are not individually customizable.

Customers may select advertised seasonal swaps and available add-ons when offered.

If an ingredient becomes unavailable or an unforeseen circumstance requires a menu change, Hatch & Spoon Co. reserves the right to make a comparable substitution. We will communicate significant menu changes to the customer when reasonably possible.

7. DELIVERY DATE CHANGES

If you need to request a change to your delivery date, please contact Hatch & Spoon Co. as soon as possible.

Delivery-date changes are subject to production capacity, commercial kitchen availability, and existing orders.

A requested date change does not guarantee a refund and remains subject to the Cancellation & Refund Policy outlined above.

8. FUTURE PREORDERS

Hatch & Spoon Co. may offer the ability to preorder kits for upcoming ordering periods.

A future preorder is considered a confirmed order once payment has been received.

Because future preorders involve advance purchasing and production planning, they are subject to the same Cancellation & Refund Policy as current orders.

Customers should review all policies before submitting payment for a future preorder.

9. CUSTOMER ACKNOWLEDGMENT

By submitting an order with Hatch & Spoon Co., the customer acknowledges that they have read, understand, and agree to the applicable ordering, payment, cancellation and refund, delivery, food storage and handling, allergy, dietary restriction, menu, and substitution policies.

Hatch & Spoon Co. reserves the right to update these policies as the business grows and operations change. Any updated policies will be made available to customers through the Hatch & Spoon Co. website and/or ordering process.

Thank you for supporting Hatch & Spoon Co.!

We are honored to be part of your postpartum journey and look forward to nourishing your family.