Shipping policyUpdated 15 days ago
We ship nationwide within the U.S. (except for the U.S. Virgin Islands and certain destinations in Alaska (AK)) and to Canada.
Orders over $300 qualify for complimentary shipping (excluding orders shipped to Hawaii (HI), Alaska (AK), Puerto Rico (PR), and Canada). A $30 shipping fee applies to orders below $300.
Please check the details about shipping to Hawaii (HI), Alaska (AK), Puerto Rico (PR), and Canada on the main FAQ page or contact us directly.
Due to courier constraints, we cannot deliver to P.O. boxes under any circumstances.
Shipping Service
We use Overnight Shipping Services (provided by the courier to deliver your order the day after it ships from our facility—transit delays may occur) to ensure your order arrives as fresh as possible.
Each shipment includes a FreshTag to ensure the caviar remains at the correct temperature during delivery. Please note that the FreshTag is only valid during transportation. We recommend discarding it upon your order’s arrival.
See the FAQ article “How to read a FreshTag” to learn more.
We guarantee that all products are fully inspected and fresh prior to shipment.
Customers should inspect all shipments immediately upon arrival.
Credit will not be granted if unsatisfactory items are discarded or partially consumed. Please keep all packaging intact for returns.
All claims must be made within 24 hours of receipt, via email, and must include your order number, photos (including one of the FreshTag), and a description of the issue.
(Please search for “Shipping insurance – Route” for more information.)
We do not accept responsibility or issue refunds for perishable items that are not collected at delivery, left unrefrigerated after delivery, or damaged due to negligence or improper handling.
All sales of perishable items (caviar) are generally final, with no refunds.
However, we understand special circumstances may arise and will do our best to ensure customer satisfaction.
Shipping Days
Our shipping days are Monday through Friday, and delivery days are Tuesday through Saturday*. Orders placed Monday–Thursday before 1 PM PT will be shipped the same day for Next-Day delivery by UPS or FedEx.
Any orders received after 1 PM PT on Thursday will be shipped on the next shipping day (Monday). Orders placed Friday–Sunday will also ship on Monday.
*Your request for Saturday delivery is subject to availability within your ZIP code. If you select Saturday as your preferred delivery day and UPS/FedEx is unable to deliver to your ZIP code on that day, our dedicated team will contact you to rearrange shipping.
Please note: even though we ship with Overnight Service, your package may still experience delays in transit. In such cases, delivery might not occur until Monday.
Unfortunately, such delays are beyond our control, and we are unable to expedite delivery.
Choosing a Delivery Date
We will do everything possible to deliver your order on the requested date; however, factors such as bad weather or transit delays may affect this. We highly recommend scheduling delivery 2–4 days before your event.
Please do NOT schedule delivery for the day of your event.
Changes to Shipping Information
If the delivery address must be changed after the order has shipped, delivery will be delayed by at least one additional business day due to courier processing.
Customers accept responsibility for such delays and are no longer eligible for replacements or refunds if perishable products arrive late and/or warm.
Signature Upon Delivery
A signature is not required for delivery. However, if your delivery address is a business location, UPS/FedEx will not leave your package at the door as they might for residential addresses.
If you would like the courier to obtain a signature upon receipt, please include this request in the “Order Notes” field at checkout.
An adult must be present at the time of delivery to sign, or your package may be returned.
We do not issue refunds for returned or delayed packages due to missed signatures.
Holidays
During holidays (Independence Day, Thanksgiving, Christmas, New Year’s), orders may take longer to arrive. We recommend placing your order earlier than usual to ensure timely delivery.
(Please search the FAQ article “Shipping around holidays” to learn more.)
Because we use third-party couriers (FedEx or UPS), we cannot guarantee delivery within an exact time frame.
In rare instances—such as acts of God, extreme weather, transit interruptions, or natural disasters—we may offer an exchange for the same product.
Please email us within 24 hours to submit your exchange request.
Please refer to the main FAQ page for additional details about shipping to Hawaii (HI), Alaska (AK), Puerto Rico (PR), and Canada, or contact us directly.