Broken Jars, Returns & Refunds
What to do if a jar arrives broken, and how our return and refund policy works.
Broken or damaged jars
Glass and shipping don't always get along. If a jar arrives broken, we'll send you a replacement. Here's how:
Take photos
Photograph the broken jar(s) and the shipping box as soon as you open it.
Email us
Send the photos and your order number (it starts with JMS-) to mike@josemadridsalsa.com.
Get your replacement
Once we've confirmed the damage, we'll ship replacement jars for the broken ones.
If we sent you the wrong flavor, contact us the same way and we'll make it right.
Our return & refund policy
If you think your situation needs a return or refund, contact us before sending anything back. Packages returned without staff approval can't be accepted.
If a staff member approves a refund, it goes back to your original payment method. Your bank may take a few business days to show it.
Gift certificates are never refundable.
Cancelling an order
Contact us as soon as possible. We may be able to cancel an order if it hasn't shipped yet, but once it's packed and on its way it can't be cancelled.
Still need help? Contact us and a real person will get back to you.