Payment & Shipping policy

Shipping Information

Orders are shipped via UPS within 72 hours of the receipt of the order. A UPS tracking number will be sent to your registered email address once your package is shipped. Funds are only withdrawn from your payment source once your package is shipped.

Perishable (refrigerated) items are packaged in thermal envelopes accompanied by ice packs.

For customers whose shipping address is in the gray, orange, red or green area on the map below

• Orders containing perishable (refrigerated) items, must be shipped via UPS 2nd Day Air.
• Orders containing perishable (refrigerated) items and non-perishable items, we recommend that you place two separate orders in order to save on shipping costs.
• Orders may be held until the Monday following the day your order was placed in order to avoid stop-over time during the weekend.

Payment information

We accept:

• Visa
• Mastercard
• American Express
• Discover

Upon checkout an "authorization" transaction is sent to your bank and a hold is placed in the amount of your order. Once your order is finalized and your package is shipped the adjusted total is withdrawn from your account and the hold is removed.

For cancelled orders, the hold will remain and it is not in our power to remove it. Most banks will clear with hold within 1-2 weeks.

Returns and refunds

You can return your purchase to us in its original condition within 30 days of the date you received the item, with any seals and shrink-wrap intact, and we will issue a full refund for the price you paid for the item only. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged, spoiled or defective. If you are returning an item because of an error on our part or, a substituted item not to your preference, or because it is damaged or defective, we will refund the delivery charges incurred.

We can only accept the return of opened items if they are faulty. Otherwise only items in their original condition with any seals and shrink-wrap intact will be eligible for a refund. We will not refund your costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.

Please contact us to report the defect or damage of any item you receive within 7 days of receiving the shipment. We are unable to exchange items that are not damaged, defective or incorrect. We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

In the event that we are sending you a replacement for a damaged, defective, or wrong item, you must return the damaged, defective, or wrong item back to us within 30 days. We reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which we confirm that a replacement has been issued.

Substitutions

• Our stock is fluctuating. In case an item you ordered is not expected to be available within a reasonable amount of time we may contact you to offer a substitution.
• If we cannot reach you, we will substitute the missing item, unless a note not to make any substitutions is added to your order.
• In all cases, items are substituted for equivalents by another manufacturer of the same or better quality.
• If you are not satisfied with a substitution, contact us for a replacement or refund.