Refunds, disputes, and missing orders

First: message the vendor

Most issues — wrong item, damaged goods, never showed up, allergen confusion — are resolved fastest by messaging the vendor directly from the order page. They often refund or replace on the spot.

Open a dispute

If you can't reach the vendor in 24 hours or you can't agree on a resolution, open a dispute from the order page. CuzHens reviews disputes within 1 business day. You'll get an email decision and any refund is processed automatically.

Refund timing

Approved refunds go back to your original payment method via Stripe and typically appear within 5–10 business days, depending on your card issuer. The order page shows the live refund status.

Partial refunds

If only part of your order had a problem (one bad dozen out of two), vendors can issue a partial refund. The order page will show what was refunded and what wasn't.

Pickup no-shows

If you can't make pickup, message the vendor to reschedule — most are flexible. If you no-show without contact, the vendor can decide whether to refund or charge a small no-show fee (their policy is on their storefront).