Dispute Resolution.Let us make it right.
If something about your order or your CuliRock Meat Grinder has gone wrong, this page explains how to reach us, how we handle your complaint, what we can do about it, and where you can go if you are still not satisfied. CuliRock is a brand of Ilias Ventures LLC and sells to customers in the United States.
Most problems are solvedwith one message.
CuliRock sells one product, the CuliRock Meat Grinder, and we would rather fix a problem with you directly than have it grow. A dispute can be about an order, a delivery, a return or refund, a warranty claim, a charge or tax amount, a product safety concern, your personal data, or anything else about your dealings with us.
Talk to us first
A direct conversation is the fastest route and is usually enough. Using it does not cost you anything and does not limit your other rights.
Everything in writing
We answer complaints in writing, so you have a record of what we decided and why.
Your rights stay intact
This page adds options. It does not take away any right you have under federal or state law.
How we handleyour complaint.
1. You contact us
Email support@culirock.com, call, or use live chat or the contact form.
2. We acknowledge
We aim to reply within 1 business day and tell you what happens next.
3. We review
We look at your order, the facts, and our policies, and ask you for anything missing.
4. We resolve
We send you a written answer and put the agreed remedy into action.
What to include in your message
- Your name and the email address used on the order
- Your order number and the date you ordered
- What went wrong, and when you noticed it
- Photos or screenshots, if they help, such as damage or a tracking page
- What outcome you are hoping for, such as a repair, replacement, or refund
What you can expect from us
- A real person reads your message. We will not send you in circles.
- A written explanation of our decision, including the reason if we cannot give you what you asked for.
- No fee, no forms to sign, and no requirement to give up any legal right.
- A second look: if you disagree, reply and ask for a review, and we will have your case looked at again, where possible by a different team member.
- No retaliation for complaining or for leaving an honest review.
Please keep your correspondence. Save your order confirmation, tracking emails, photos, and our replies. Please do not ship anything back until we have sent you return instructions, and do not mail products to our Florida business address, which is not a returns location.
What we can doto put it right.
The remedy depends on the problem. Here are the most common ones, and the policies that govern them.
Repair or replace
If your grinder has a covered defect, we repair or replace it under the two-year warranty at no cost to you.
Refund
Within 30 days of delivery you can start a return. Approved refunds, including the sales tax you paid on the refunded item, go to your original payment method within 10 days. See the Refund Policy.
Delivery problems
For a late, lost, or damaged order, we investigate with the carrier and our supplier, and we replace, refund, or let you cancel as our Shipping Policy and federal rules require. If the item is damaged, defective, or incorrect, we pay return shipping.
Charge or tax corrections
If you were charged the wrong amount, or the tax looks wrong, we correct it and refund the difference. See our Sales Tax Policy.
Safety concerns
Stop using the grinder, unplug it, and contact us right away. We handle these as a priority. See Product Safety & Compliance.
Privacy requests
For access, deletion, or opt-out requests, and any appeal of our decision, follow the steps in our Privacy Policy.
If we disagree. Sometimes we will not be able to give you everything you ask for, for example if a claim falls outside the warranty, such as misuse or commercial use. We will explain why in writing, offer any alternative we reasonably can, and tell you about the options on this page.
Your optionsbeyond CuliRock.
You are free to use any of these at any time. You do not have to finish our process first, although we would like the chance to fix it quickly.
Your card issuer or payment provider
If a charge is wrong, unauthorized, or an order never arrived, you can dispute it with your bank or card company. Paying by card gives you dispute rights under federal law, and you may use them even if you have not yet contacted us. If you paid with PayPal, Shop Pay, Apple Pay, or Google Pay, you can use that service’s own dispute process, or your card issuer’s. We do not penalize customers for using their card rights.
Government regulators
File a complaint with the Federal Trade Commission at reportfraud.ftc.gov, with the Consumer Financial Protection Bureau about card or payment issues at consumerfinance.gov/complaint, or with your state attorney general at naag.org/find-my-ag. For product safety, use SaferProducts.gov.
Mediation or independent help
You can ask the Better Business Bureau to help at bbb.org/file-a-complaint, or propose voluntary mediation. We are willing to consider a good-faith mediation if both sides agree to it, with costs agreed in advance. Mediation is optional and never replaces your right to go to court.
Small claims court
Every state has a small claims court for lower-value disputes, usually with simple forms, low fees, and no need for a lawyer. The dollar limit and filing rules depend on your state, so check your state court system’s website. You can generally file in your own state when a claim arises from your purchase, subject to your state’s rules.
Courts and legal advice
You may also take legal action in a court that has jurisdiction, and you may talk to a lawyer at any time. Nothing on this page requires you to use arbitration, and nothing on this page waives your right to go to court. Any provisions on governing law or venue are in our Terms of Service.
The laws that protect youin a dispute.
Select a topic to see the rules behind this page, and how they apply to a customer of an online store.
- Fair Credit Billing Act (15 U.S.C. section 1666). You can dispute a billing error on a credit card, generally by written notice to your card issuer within 60 days after the statement that first shows the error. During the dispute the issuer must follow its investigation steps.
- Electronic Fund Transfer Act and Regulation E. If you paid with a debit card, you also have error-resolution rights, and reporting promptly protects you most. Contact your bank right away if you see a charge you did not authorize.
- Our commitment. We respond to payment-provider inquiries honestly and promptly. If you contact us first, we will try to resolve the issue directly.
- Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. part 435). We must ship within the time we promise or tell you, give you a revised date, and let you cancel for a prompt refund.
- Magnuson-Moss Warranty Act (15 U.S.C. sections 2301 to 2312). Our warranty terms are available before you buy. We do not require you to use any informal dispute process before you can pursue your remedies under this Act, and you may seek them in court.
- Implied warranties. State law, based on the Uniform Commercial Code, gives buyers implied promises that goods are fit for ordinary use. Some states do not allow limits on them, and where that applies to you, our limits do not apply.
- FTC Act, section 5. Unfair or deceptive practices are unlawful. We describe our products, prices, and policies truthfully, and we do not use fake reviews.
- Consumer Review Fairness Act (15 U.S.C. section 45b). You may share an honest review. We do not use contract terms to stop truthful reviews, and we do not make a refund or a fix depend on you taking one down.
- E-SIGN Act. We give required notices electronically, and you may ask us for a paper copy of any notice we are required to give you.
Consumer protection is largely a state matter. We apply the stronger protection to every customer, wherever you live. Some states have their own notice steps before a consumer can sue, so check your state’s rules or ask a lawyer.
| State | Main laws | What to know |
|---|---|---|
| California | Consumers Legal Remedies Act (Civ. Code section 1750 and following); Song-Beverly Consumer Warranty Act; Unfair Competition Law (Bus. & Prof. Code section 17200) | The CLRA requires written notice to a business before certain damages claims. Complaints can go to the California Department of Consumer Affairs, Complaint Assistance Unit, 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, tel. (800) 952-5210, dca.ca.gov. |
| New York | General Business Law sections 349 and 350 | Bars deceptive acts and false advertising. File a complaint with the New York Attorney General. |
| Texas | Deceptive Trade Practices Act, Bus. & Com. Code chapter 17 | The DTPA generally asks for written notice at least 60 days before a lawsuit for damages. Contact the Texas Attorney General. |
| Florida | Florida Deceptive and Unfair Trade Practices Act, section 501.201 and following | Our business mailing address is in Florida. Complaints can be filed with the Florida Department of Agriculture and Consumer Services. |
| Massachusetts | Chapter 93A and the Attorney General’s consumer protection regulations | Chapter 93A generally calls for a written demand letter about 30 days before certain suits. |
| Other states | Washington Consumer Protection Act, Illinois Consumer Fraud Act, Pennsylvania UTPCPL, New Jersey Consumer Fraud Act, and others | Each state has its own rules, deadlines, and notice steps. Find your state attorney general at naag.org/find-my-ag. |
- Different rights have different deadlines: 30 days from delivery to start a return, two years for our warranty from the date of purchase, usually 60 days for a card billing error, and state limits for lawsuits.
- Contacting us does not stop a legal deadline or a card-dispute deadline. If a deadline is close, protect your rights with the relevant bank, agency, or court at the same time.
Reach a real person,seven days a week.
Write to support@culirock.com with your order number and a short description. For urgent safety matters, say so in the subject line.
support@culirock.com
We aim to reply within 1 business day.
Phone
+1 307-333-0175
Monday to Sunday, 09:00 AM to 08:00 PM, Eastern Time (New York, GMT-05:00).
Live chat and form
Chat with us on our website, or use the contact page. You can order 24 hours a day, 7 days a week.
Company details
Ilias Ventures LLC (brand: CuliRock). Business registration number: 2024-001432519. EIN: 61-2186504.
Business mailing address: 2234 North Federal Hwy - 1208, Boca Raton, FL 33431, United States. Written complaints may be mailed here, but this is not a returns location, so please do not mail products to it.
Updates and general information
We may update this page when the law or our practices change, and the date at the top shows the latest version. This page is general information, not legal advice, and it does not reduce any right you have. If a law gives you a stronger right than this page describes, the law applies.
Something wrong? Tell us first.
One email is usually all it takes. Every CuliRock grinder comes with a two-year warranty, a 30-day return window, and a team that answers real messages.