Refund and Returns Policy

At New Haven Direct Connect, your satisfaction is our biggest concern. Enjoying the food you remember from the special times of your life is the reason we created New Haven Direct Connect. We do everything in our power to ensure that you get top quality products, delivered professionally and conveniently for your enjoyment. In the rare instance where you have an issue, we would like to help you our customer service procedures.

Quality

If there is an issue with the quality of the products you have purchased from New Haven Direct Connect, please contact us immediately at either support@newhavendirectconnect.com or 877-219-5150. Please have your order number, name and contact information and the issue you are calling about ready. Please do not contact any of our manufacturer partners, as our agreements include our handling any customer satisfaction issues.

We may ask you for additional information or a photo to help us with our continuous improvements or to work with our shipping partner on a claim. In either case, if you are not satisfied with the quality of an item purchased through us, you may choose either:

• A refund for that item back to the method of purchase
• Replace the item in your next shipment, if you have one scheduled

Delivery

We rely on third party delivery partners. Our products are all shipped via 2-Day express air freight to get to you quickly. We ship in insulated envelopes with frozen gel packs inside to keep cooled items chilled. We do not currently ship frozen items.

All of our packages are marked “Perishable” and our standing instructions with our freight partners is to not leave them in direct sunlight. If a package is damaged or opened, please contact us at  either support@newhavendirectconnect.com or 877-219-5150 so we may investigate the circumstances of the damage with our freight carrier.

We may ask for photos of the damage to assist us with this investigation. If your package is opened or shows signs of tampering, please do not consume the products. Contact us for a replacement.

Sizes

We understand that ordering food is not an exact science. In order to sell our products online, we must use standard sizes. A product may be listed as “1 pound Hot Italian Sausage”, but its actual weight may vary due to the irregularities in shape and size of locally made artisan products. The actual weight may be 0.99 or 1.03 lbs. This variance is an expected limitation of how we work with our partners. 

Substitutions

When you place your order, we will ask you if you will accept a substitution if your preferred product is not available. This is not something we do in most cases, however if for example, Lemon Pizelles are out of stock we may pre-emptively ask if you will accept another flavor. Simply check the box to let us know that we can substitute the next closest item for you.

Missing Items

If your order is missing items and you did not authorize a substitution on your order form, please contact us at either support@newhavendirectconnect.com or 877-219-5150. We will check the order form and replace missing items as quickly as possible if they were ordered, paid for and missed.

Shipping, Handling & Freight

Because our products are perishable, we are committed to getting them to you quickly and in top quality condition. We package in 200 lb. corrugated cardboard boxes that can withstand more than the weight of our typical package contents. Your chilled items are kept inside of a sealed, insulated envelope with a frozen gel pack to keep them cool. Your dry items are carefully packaged around the chilled envelope in a protected way. The box is sealed and labeled.

While we only work with pre-packaged and sealed food, we still work in sanitary conditions, wearing gloves while we pack. Your box is sealed, labelled and sent via 2-Day express freight.

When you order, our system automatically calculates the gross weight of each item, and it totals the order weight for shipping cost at the end. Keep in mind that many, heavier canned or jarred items will add weight quickly and be more expensive to ship. New Haven Direct Connect does not markup shipping to our customers.

The value of our service comes from the shopping, packing and shipping of these quality items to you. There are costs associated with labor, fuel, packaging materials that must be considered,

All of our packaging materials are recyclable.