FAQs
FAQs
Caviar:
Q: How long will my caviar last?
A: Unopened (vacuum seal still in tact) and refrigerated between 27-37°F (-3-3°C) caviar will typically last 4 weeks. Once you open the container we recommend enjoying it within 3 days. Fine caviar should never be frozen, it will negatively affect the texture. We recommend storing your caviar in the coldest part of your fridge.
Q: How do I open the caviar tin?
A: We offer caviar "keys" to help you pop open the vacuum-sealed container. Simply put the edge of the key under the lip of the lid and twist off from the protruding part of the base. If you don't have a caviar key a butter knife usually does the trick.
Shipping:
Q: When will I receive my order?
A: Orders for perishable items received by 12 PM Eastern Standard Time, Monday through Thursday, are processed and shipped the same-day unless a later ship date is requested at checkout. *December order cut-off time for next day delivery is 12 pm EST.
Our packaging ensures at least 48 hours of temperature control. If your package does not arrive cool to the touch or your ice packs are thawed completely due to a delay, you must contact us within 24 hours of receipt.
Q: Do you ship to Alaska and/or Hawaii?
A: Yes, Standard Overnight AK and HI shipping is $30. AK and HI Saturday delivery is $50. AK and HI Ground service is $15 (non-perishable only).
Q: I missed my delivery, what do I do?
A: If your delivery was not left at your door, your delivery driver should have left a note regarding what station your package will be held. You can call the courier to ask if they can try to redeliver that day (not 100% effective but usually works) OR wait until after 5pm to pick it up at your local station. If you choose to do nothing they will attempt to redeliver the next day. *note: please stay on top of your delivery tracking and contact us with any concerns.
Q: There is a delivery exception on my shipment and it might be delivered late, what do I do?
A: Continue to monitor your shipment and contact us if you cannot get an estimated delivery date. If your order goes missing or arrives damaged/warm please contact us and we will file a claim with UPS. Severe weather may impact the ability to file a claim. Orders delivered more than 72 hours since leaving our building may be claimed as spoiled. Please take photos of the package contents for any damages and contact us immediately.
*We recommend utilizing SHOP PAY at checkout to be able to easily track your orders.
Q: What if I want to return something and get a refund?
A: Contact us and we will send you a return label, if necessary. If the product is perishable, you must contact us as soon as it is received to be able to file a claim - all package contents must be held for claim process, DO NOT throw away contents.
Merch/apparel is non-refundable, unless, upon arrival, you find a defect that we missed. If you need another size we will process a return but you will be responsible for the return shipping.
We are not responsible for incorrect addresses or orders placed by mistake.
You must contact us within 24 hours of delivery to address any issues/concerns.
Q: My box arrived damaged - should I throw the broken box and product away?
A: No, not until we can confirm that it isn't needed for evidence of the claim. Damage claims require physical product or a photo for proof, so please take a picture of any product that arrives damaged and email it to us. If your caviar is still sealed and cold, feel free to enjoy, but please let us know if anything is amiss so we can help address it before the claim window closes.
Q: How do I specify a shipping/delivery date?
A: Leave us an order comment in the "comment" section of the checkout page with the desired ship or delivery date. Otherwise, if you ordered before cut-off time (12 PM EST), we will send it out for delivery the next day. We reserve the right to change your shipment date if there is inclement weather or courier volume days that might cause spoilage.