Refund policy

DSM PASTA CO. RETURN & REFUND POLICY

1. PERISHABLE FOOD ITEMS & LOCAL PRE-ORDERS Due to strict food safety standards and the perishable, scratch-made nature of our goods, all food products—including fresh pasta, sauces, compound butters, and pantry provisions—are final sale once fulfilled or dispatched.

  • Wednesday Local Pickup Pre-Orders: Orders placed for Wednesday local pickup may be modified or canceled until Sunday at 11:59 PM CST. Once kitchen production begins on Monday morning, pre-orders are committed and cannot be refunded or canceled.

  • Unclaimed Pickups: Orders must be collected during the designated Wednesday pickup window (4:00 PM – 6:00 PM at 4119 University Ave). Unclaimed fresh items cannot be safely held and are not eligible for a refund.

2. COLD SHIPPING & TRANSIT GUARANTEE We ship our fresh products cold in heavy-duty insulated packaging lined with frozen, food-safe gel packs.

  • Thawed Gel Packs: It is completely normal for gel packs to arrive partially or fully thawed after express transit. As long as your pasta is cool to the touch, product safety and quality are fully maintained. Immediately place your pasta into refrigeration (use within 3–5 days) or the freezer (stores up to 3 months).

  • Damaged or Warm Shipments: If your order arrives warm to the touch (above safe holding temperatures) or damaged by transit handling, please notify us within 12 hours of delivery (as timestamped by carrier tracking) at kali@dsmpastaco.com. Please include:

    1. Your order number

    2. Clear photos of the outer box, carrier shipping label, and product condition

  • Validated transit claims will be promptly resolved with a replacement shipment on our next scheduled dispatch day or store credit.

  • Address Accuracy: We are not responsible for spoiled or delayed perishables resulting from incorrect delivery addresses entered at checkout or packages left unattended outdoors following carrier delivery notification.

3. NON-PERISHABLE MERCHANDISE & DRY GOODS (30-DAY RETURN) We offer a 30-day return policy on unopened dry goods, kitchen accessories, and branded merchandise. You have 30 days after receiving your item to request a return.

  • To be eligible, merchandise must be unopened, unused, in original packaging, and accompanied by proof of purchase.

  • How to Start a Return: Contact us at kali@dsmpastaco.com. Once approved, send packages to:

    DSM Pasta Co.

    4119 University Ave

    Des Moines, IA 50311

  • Customers are responsible for return shipping costs unless the return is due to an error on our end or a defective product. Items returned without prior authorization will not be accepted.

4. REFUNDS & PROCESSING Once an authorized non-perishable return is received and inspected at our kitchen, we will notify you of the approval status. Approved refunds are credited back to your original payment method within 5 to 10 business days. Please note that financial institutions may require additional transit days to post funds to your account statement.

If more than 15 business days have elapsed since your return approval, contact us directly at kali@dsmpastaco.com.