Q: When will I receive my order?
A: Orders for perishable items received by 2:00 PM Eastern Standard Time, Monday through Thursday, are processed and shipped the same-day unless a later ship date is requested. *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: 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: if they try to deliver and you do attempt to receive it, the spoilage will be difficult to argue in the courier claims process. Please monitor tracking and contact the courier and/or us if you have any concerns!
Another great service to utilize is Route shipping insurance. It's an option at checkout and gives you live shipping updates with many protections that are worth it when purchasing a highly valuable and perishable product like caviar.
Q: There is a delivery exception on my shipment and it might be delivered late, what do I do?
A: Sit back and relax--we will contact the shipping company to let you know when it will be delivered, and file any necessary claims for delayed or failed delivery. If you want you can give us a call and we can cry together...Just kidding, but we will help you figure out what steps to take next!
*We recommend choosing shipping insurance at checkout. You can easily track your order and choose how to move forward if your package is late, lost, or stolen.
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 and keep it cold - re-freeze the gel ice and send it back in the original insulated packaging for assessment.
Merch/apparel is non-refundable, unless, upon arrival, you find a defect that we missed. You can exchange your apparel for another size, but you will be responsible for the return shipping.
If the product was ordered by customer's mistake then shipping will not be refunded.
You must contact us within 48 hours of delivery to address 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 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 (2 PM EST, *12 PM EST during December), 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. We will contact you to let you know of any changes.