Shipping policyUpdated 6 months ago
We ship nationwide in the US, except for US Virgin Islands and some Alaskan (AK) destinations.
Orders over $300 have complimentary shipping.
We charge a flat shipping fee of $30 for all orders under $300 in the US, except for Hawaii. We charge a flat shipping fee of $50 for orders under $300 to Hawaii.
Due to courier constraints, we cannot deliver to P.O. boxes under any circumstances.
Shipping days
Our shipping days are Monday through Friday, so the 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 order received after 1 PM PT on Thursday will be shipped the next shipping day (Monday). Any orders received on Friday - Sunday will be shipped on the next shipping day (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 is unable to deliver to your ZIP code on that day, our dedicated team will reach out to you to rearrange the shipping of your order.
Please note, even though we ship with UPS Next Day Air service, the package might still be delayed in transit and there’s a high risk that your order might not arrive until Monday if that happens.
Unfortunately, the cases like these are beyond our control, and we won’t be able to expedite your delivery.
Choosing a Delivery Date
We will do everything we can to deliver your order on the date requested, but it's not always in our power (bad weather, operational transit delays, etc.). We highly recommend scheduling delivery 2-4 days in advance of your event. Please do NOT schedule delivery for the DAY OF your event.
Changes to Shipping Information
Please note, if the delivery address needs to be changed after the order is shipped, the order delivery will be delayed by one extra business day due to courier processing delays. The customer accepts responsibility for the delay and is no longer eligible for replacements or refunds if perishable products arrive late and/or warm.
Signature upon delivery
A signature is not requested for the order delivery, nevertheless, if your delivery address is a Business address, UPS/FedEx would NOT leave your package at the door as they do for residential addresses.
If you want the courier to obtain a signature upon receipt, please enter your request in the "order notes" field at checkout. An adult must be available at the time of delivery to sign, or your package may be returned. We do not give refunds for returned or delayed packages due to missed signatures.
Shipping Service
We use Overnight Shipping Services (the service provided by the courier to deliver your order the day after it is shipped out from our facility) so that your order will arrive as fresh as possible. We also use a FreshTag to ensure that the caviar is kept at the correct temperature throughout delivery. Please note that the FreshTag is only valid during transportation. We recommend that you dispose of it upon your order's arrival. (Please search for "How to read a Fresh Tag" to learn more)
We guarantee that all products are fully examined and fresh prior to shipment.
Customers should examine 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 of shipment by email and must include your order number, photos (including the photo of the Fresh Tag), and the issue immediately. (Please search for Shipping insurance - Route)
We do not accept responsibility or provide refunds on any perishable item(s) not collected at the time of arrival, left out of refrigeration once they were delivered, or due to negligence and lack of care. Generally, all sales on any perishable items (caviar) are final with no refunds. However, we understand that sometimes there are special circumstances and will do our part to ensure all our clients are satisfied.
Holidays
During the holidays (Independence Day, Thanksgiving, Christmas, New Year's), orders may take longer to arrive so we recommend placing your order earlier than usual to guarantee timely delivery. (Please search for "Shipping around holidays" to learn more)
Due to the fact that we ship with third-party couriers such as FedEx or UPS, we cannot guarantee that an item will be received during the exact time frame it is anticipated. During rare instances (acts of God, extreme weather, interrupted shipping times, delays in transit, or natural disasters that cause shipping delays), we may provide customers with an exchange of the same product. Please email us within 24 hours to submit your exchange request.
Please search for details about shipping to Hawaii (HI), Alaska (AK), and Puerto Rico (PR) on the main FAQ page or contact us.