Shipping policy

• Perishable items must be sent using Overnight shipping (1 day).
• Non-perishable items can be shipped using either Ground (1-5 business days) or Overnight (1 day) options.

Note: Ground shipping does not provide a guaranteed delivery date, and as such, refunds or claims for late arrivals cannot be accommodated. For guaranteed arrival on a specific date, selecting the Overnight shipping option and specifying your preferred delivery date is recommended.

 

 

FOR DELAYED HOLIDAY ORDERS

To help resolve these delayed deliveries as quickly and effectively as possible, we kindly ask affected customers to take the following steps:

(1) Do not discard anything

If you need a replacement or a refund, we may need you to first return your original shipment. Hold on to all packaging, and keep all ice packs frozen and perishable items frozen or refrigerated, as appropriate, for the return journey.

(2) Contact FedEx or UPS directly and open a case

If your tracking information shows a delay or your order did not arrive on time, we recommend contacting FedEx or UPS to open a delivery case. This helps initiate their internal investigation and often speeds up resolution.

If your order hasn't arrived within 48 hours of being shipped, you can also refuse to accept the shipment once FedEx attempts delivery. This will result in them returning the package to us, allowing us to send you a replacement or refund after we receive it without you needing to go through the return shipping process.

To open a case with FedEx, you can take the following steps:

a. If your order hasn't arrived yet, enter your tracking number on the FedEx tracking page, then click on Manage Delivery > Start Support Ticket.

b. If your order hasn't arrived yet, or it arrived late, call 1-800-463-3339 and follow their prompts for live support.

To open a case with UPS, you can take the following steps: UPS CLAIM

(3) Email our Customer Support Team

If you prefer, or if FedEx or UPS requests shipper involvement, please contact us by email at SUPPORT@CAVIARLOVER.COM so we can assist you.

When emailing us, please include:

a. Your order number.

b. Your tracking number and FedEx case number, if available.

c. A brief description of the issue you experienced.

This will allow us to better assist you with one of the following options for resolution:

a. Shipping fee refund: if your order did not arrive on time, but the perishable items you ordered arrived in good condition and you'd prefer to keep them, we can refund your shipping fee.

b. Replacement order: if the perishable items you ordered arrived in poor condition, and you'd still like to enjoy them, we can send you a replacement order at no extra cost, though this may first require a return shipment of your original package. Our Email Support team will confirm this requirement on a case-by-case basis and provide return shipping labels.

c. Complete refund: if the perishable items you ordered arrived in poor condition or you no longer need your order, and you'd like to be fully refunded, we can arrange a return shipment at no extra cost, then provide you a full refund once your order has arrived back in our hands.

Is Your Order Still Safe to Consume?

We use special, secure temperature- and humidity-controlled packaging technology to help ensure safe food transportation to its destination for up to 48 hours in transit.

Please inspect your shipment. If your caviar or other perishable items are cool to the touch and do not exhibit any off odors, they should generally be safe to consume even if the ice packs arrived melted.

If you are uncertain whether the items are safe to consume, we can gladly arrange a return shipment and send you a replacement or refund for the items in question.

Please Note: Email Only (No Phone Calls)

At this time, we kindly ask that you refrain from calling our customer service line. Due to the volume of issues caused by these FedEx delays, our phone lines are overwhelmed, and we are unable to answer all incoming calls.

Email allows us to track, prioritize, and resolve each case properly, and ensures no customer inquiry is lost or overlooked.

We Are Grateful for Your Patience

Due to the unusually high volume of emails, response times may be longer than usual. Please know that every email is being reviewed, and our team is working diligently to respond as quickly as possible and assist each customer with care and attention.

We sincerely appreciate your patience and understanding during this challenging situation, and we thank you for giving us the opportunity to make things right.

Thank you for your continued trust and support.