FAQs

General

What is your shelf life?

The shelf life of our crackers is one year and it is recommended you consume our crackers within 30 days of opening.

Why are your products more expensive than conventional options?

We're committed to making products that use high-quality ingredients. That means our products are more expensive to make than many conventional brands. We also are dedicated to ensuring you get the best products with certifications for gluten free, kosher and Ketogenic Certified.

As a startup and small batch food company, we unfortunately don't have the large volumes needed to get price breaks. While we continue to grow and produce larger quantities, we will get greater savings and are dedicated to passing lower prices on to you.

What payment options do you accept?

We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, PayPal and Shop Pay.

Do you have a satisfaction guarantee?

Yes! If you're not satisfied with your order, please contact us. We offer a 30 day money back guarantee.

You can view our full Happiness Guarantee here.

Can my business carry your products?

Please send us an email at hello@defyfoods.com and let's chat!

What if I have a question?

Please feel free to email us at info@defyfoods.com.

Nutrition

What is the difference between total carbs and net carbs?

Among people who follow keto and other low-carb diets, you often hear the terms “total carbs” and “net carbs.” Here’s a quick breakdown of what those two terms mean.

Total carbs is exactly what it sounds like: a calculation of all the carbohydrate in a food, including dietary fiber, sugar, and sugar alcohols.

To arrive at the amount of net carbs in a food, you subtract dietary fiber (and sugar alcohols, if applicable) from the total amount of carbohydrate in that food, as shown in the example below. Dietary fiber and sugar alcohols generally have a minimal impact on blood sugar; therefore, some people choose not to count them as part of their target carbohydrate intake. Instead, they focus on net carbs.

TOTAL CARBOHYDRATES — DIETARY FIBER — SUGAR ALCOHOLS = NET CARBS

What does Ketogenic Certified mean?

Consumer Trusted: Ketogenic Certified helps create transparency in the marketplace by using specific and tested criteria which makes consumers trust their certification process.

Lab Tested: Ketogenic Certified doesn't just look at a label. They test the product on a variety of different individuals to ensure that the product doesn't spike glucose or knock someone out of ketosis.

Regulatory Aide: With the ketogenic certification, governing bodies and regulators are more likely to look favorably upon a product since it has gone through proper testing procedures to make keto claims.

What is Soluble tapioca fiber?

Soluble tapioca fiber is a ketogenic-friendly all-natural plant based soluble fiber that has been broken down through an enzymatic-based process, leaving you with a true keto-friendly fiber.

A true keto-friendly fiber means that the fiber will not have an impact on your blood sugar, ensuring you’ll stay in ketosis. According to the new FDA announcement, “dietary fibers are defined as naturally occurring fibers that are intrinsic and intact in plants, or as isolated or synthetic fibers that have demonstrated a beneficial physiological effect.”

Is the palm oil you use sustainably sourced?

Yes! We are very intentionally working with a company that is certified sustainable with regulations against deforestation, reduction of emissions and generation of renewable energy.

Where can I find the nutritional information for your products?

We have all the nutritional information—including allergens and ingredients—on our product pages. Simply search our website for the product you’re interested in and scroll down the page in the description and the images for a closer look at the nutritional panel, ingredients and allergens.
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Are your products gluten free?

Yes, our products are Certified Gluten Free through GFCO Gluten-Free Certification Organization.

Are your products kosher?

Yes, our products are Certified Kosher through the Orthodox Union.

Shipping and Returns

When will my order arrive?

Orders will leave our warehouse within 72 hours (Monday-Friday). Then they'll arrive to you within 5-8 business days with Economy shipping or 3-4 business days with Standard shipping (barring any postal delays).

How much is shipping?

Shipping is calculated based on the weight and size of your order and your location. What you pay is less than what we pay to ship it to you. Here is a general guideline of what you can expect for most of the US:*

Economy Shipping for a 3 Pack Order: $6-$7

Economy Shipping for a 6 Pack Order: $9-$12

Economy Shipping for a 12 Pack Order: $10-$13

Please note: We offer Free Economy Shipping in the US on your first order of $49+ when you sign up for emails! (That means our 6 and 12 packs qualify.)

*Alaska, Hawaii and Outlying Territory shipping costs may vary from the above.

Do you offer free shipping?

We offer free shipping promotions from time to time, be on the lookout!

Do you ship internationally?

We offer shipping to Canada! We are working hard on the logistics needed to offer this to other countries as well, so be sure to sign up for our updates and follow us on social media for announcements.

What do I do if I have an issue with my order or it has not arrived?

We’re sorry to hear you’re having an issue with your order. Please email info@defyfoods.com with your order ID and a description of your issue and we’ll be sure to help! Also, check your email (even the junk folder!) for your tracking information. Many carrier companies include delivery notes with your tracking number. If they are unable to help, however, we are more than happy to look into the location of your order. You can also complete the form on our contact page.

If your address has changed, please email info@defyfoods.com prior to your order shipping. If your package is returned or undeliverable due to incorrect address information provided, you will be responsible for additional shipping charges to resend to a new address.

Subscribe and Save

What are the benefits of Subscribe and Save?

Glad you asked! There are lots of benefits:

-Save 15% automatically on every order. Plus, add additional discounts with any promos that apply to subscription orders.

-Always have your favorite crackers at your door, so you never run out!

-Get early access to new products.

-Skip, pause, add or change your order in 1 click.

-Cancel anytime

Can I add or change the quantities in my subscription?

Yes! You can change your subscription at any time before your next order ships. If you have an account, simply log in and click on 'Manage your subscriptions' on your main account page. On the next page in the 'Items' section, click 'Edit' and you can change quantities.

If you would like to change the pack size, you will need to cancel your current subscription and start a new subscription from the product page with the new pack size you'd like.

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

Can I change the frequency of my subscription?

Yes! You can make changes to your subscription at any time before your order ships. If you have an account, simply log in and click on 'Manage your subscriptions' on your main account page. On the next page, click on the subscription you would like to change. Click 'Edit' and you can make changes to your subscription frequency.

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

Can I skip one specific order in my subscription?

Yes! You can skip your next order at any time before it ships. If you have an account, simply log in and click on 'Manage your subscriptions' on your main account page. On the next page, click on the subscription you would like to change. Under 'Billing Schedule' simply click on the 'Skip payment' link.

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

What is the difference between skipping an order and pausing my subscription?

Skipping an order applies to the next upcoming order, while pausing your subscription puts your entire subscription on hold until you decide to resume it.

Can I cancel my subscription?

You can cancel your subscription at any time before your next order ships. If you have an account, simply log in and click on 'Manage your subscriptions' on your main account page. On the next page, click on the subscription you would like to cancel. Click on the 'Cancel my subscription' button. Keep in mind, you can also pause your subscription by clicking the 'Pause my subscription' button if you'd prefer to resume your subscription in the future.

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

Can I add a promo code to my subscription order?

Yes! While every subscription order will automatically save 15%, in addition you can add specific promos we may be running that apply to subscription orders. Simply enter the promo code at checkout.

How do I update my subscription shipping address?

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

How do I update my subscription billing information?

If you have an account, simply log in and click on 'Manage your subscriptions' on your main account page. On the next page, click on the subscription you would like to change. In the 'Payment Method' section, simply click 'Edit' and a secure link will be emailed to you to confirm payment information. When you click the link, you can update the credit card and/or the billing address.

If you do not have an account, you can access your subscription by clicking on the 'View Subscription' button in your subscription confirmation email and following the same steps above.

Am I automatically charged for my subscription?

Yes, once your order is processed, you will be automatically charged. You will receive a reminder notification 24 hours before your subscription is ready to be processed and charged. Any changes to your subscription can be made within that 24 hour window or prior.