Shipping & Returns
Our shopping site is connected directly to UPS and USPS, and generates real-time shipping charges when you finalize your order. However, we reserve the right to tailor the shipping service to suit your order and to make it the most cost-effective for you. The shipping estimate displayed on your cart and during checkout does not necessarily reflect the final shipping you will be charged. We may modify the shipping based on the physical dimensions, the weight, and the contents of your order. Certain items can be shipped for much less or have special shipping arrangements, and we will appropriately adjust your shipping before charging you.
Please understand that we do our best to ship your order in a timely fashion and in as secure a condition as possible, and we generally have had good experiences with UPS; however, we cannot ultimately be responsible for your order and the timely delivery of it once it leaves our hands. Please make sure to provide us with correct addresses and any special delivery instructions to ensure the order reaches you in a timely fashion and in good condition.
Should there be any problems that occur during delivery before the shipment leaves our shipping providers’ care, we will take responsibility for replacing or refunding your order. If the order is marked as delivered on our shipping providers’ records and upon investigation is found to have been done to the best of their ability and in the best of faith, replacing orders damaged or lost thereafter will be your responsibility.
UPS is our primary delivery service, but we reserve the right to change delivery services as best suits your order. Please let us know in the “Address Notes” field for your shipping address if a certain delivery service does not deliver to that address.
In a rush? We can ship your order Next Day Air, 2nd Day Air, or 3-Day Select.
During a normal business week, most of our orders ship within 3 days; however, we do not guarantee that. Note that if you do not feel expedited shipping is necessary as of the date you place your order, please contact us directly or advise us in the “Order Comments” field of the date by which you need to receive your order to ensure we ship it in the most timely fashion possible.
If you have any concerns at all about receiving your order by a specific date, whether or not you select an expedited shipping method, it is always best to contact us to be certain we are aware of your order.
If you place an order asking us to ship it using one of the expedited options, the order will need to be placed by a certain time each day to allow us the time to pack it to make UPS’ schedule:
- Next Day Air — 10 a.m. Pacific Standard Time
- 2nd Day Air / 3-Day Select — 1 p.m. Pacific Standard Time
Please keep in mind that the amount of time it takes to ship the package to you does not include the day you place the order or Saturdays and Sundays. So, by way of example, placing an order to ship by 3-Day Select on Wednesday will not get it to you on Friday (Wednesday, Thursday, Friday), it will get it to you on Monday (Thursday, Friday, Monday) — 3 business days after the day UPS picks it up.
Next Day Air AM is an option for Saturday delivery in some cities.
Also, please be aware that exceptional orders may take longer to prepare for shipping. Exceptional orders include large orders, most international orders, and orders requiring special packaging.
SHIPPING TO ALASKA AND HAWAII
Shipments to Alaska and Hawaii must be sent via UPS Worldwide or expedited services (2nd Day Air, or Next Day Air, or Worldwide Saver) or via USPS Priority or Airmail services. USPS is our preferred method of delivery to these states.
SHIPPING TO FOREIGN DESTINATIONS
For shipments to foreign destinations, including those to Canada please contact us directly at 1.888.750.6004. These shipments will be placed via the phone and shipped via UPS Worldwide or expedited services (2nd Day Air, or Next Day Air, or Worldwide Saver) or via USPS Priority or Airmail services. USPS is our preferred method of delivery outside the United States. All foreign customers, including customers from Canada, are responsible for any duty, import taxes, and broker charges. Please contact your customs office for information on duties, taxes, and restricted items.
FREE SHIPPING ON ORDERS OF 2 OR MORE 6-PACKS
Orders that qualify for free shipping will be shipped using the most cost effective service, while attempting to delivery your items in a timely fashion.
Since we celebrate the following holidays with our families, we won’t be able to process orders for shipping on these days: New Year’s Eve and Day, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas, plus the days between Christmas and New Year’s Day. Please allow additional processing time during these holidays.
SHIPPING CHARGES ON MODIFIED ORDERS
If you modify your order after initially placing it, we will adjust your shipping to appropriately cover the costs of your adjusted order. The same applies if we have a need to modify your order (in the case of backorders, for instance).
INCORRECT ADDRESSES AND UNDELIVERABLE SHIPMENTS
If we receive an incorrect address due to your error, we are not responsible for any delays in receiving your order. The same is true for any undeliverable shipments returned to us. In addition, you will be responsible for any extra shipping charges accrued in resending such a shipment.
PROBLEMS ON YOUR ORDER
If you are dissatisfied with the quality of your purchase or if there are any extraneous, mis-shipped items in your order, please call us immediately for instructions on returning those items. We accept returns on all unopened food packages. Food products need to be returned within 30 days of purchase.
Depending on the particular item or quantity of mis-shipped items, we do not necessarily request their return. If an item is defective or has quality issues, we will request it be returned so that we can ascertain the nature of the problem. If a return is warranted, we will issue a call tag and ask you to prepare the product for pickup. To be eligible for a refund, all non-defective items must be returned in saleable condition.
We will ship out any replacements or substitutions as soon as possible and free of any shipping charges to you. If you request a refund or credit, we will process the refund or credit when we receive the returned items. We ordinarily will not include the original cost of shipping in the refund or credit.
If there are any items missing from your order, please call immediately to inform us of the oversight. We will send out any shorted items as soon as possible, free of any shipping charges to you.
DAMAGED OR LOST SHIPMENTS
If your shipment arrives in poor condition or is long overdue, please call immediately to inform us of the issue. We will send out a replacement order and file a claim with UPS to recover losses on damaged or lost shipments. If UPS’ records show that a shipment is still in transit, we will inform you of its status and its expected date of delivery. If it still does not arrive on the expected date, please call us to arrange shipment of a replacement. Please keep in mind that we cannot track shipments sent via the U.S. Postal Service.
If an item is out of stock, out of season, or otherwise currently unavailable, we leave it to our discretion to either remove the item from the order or to backorder the item. We will ship all the rest of the available items in the order. We prefer not to backorder an item if possible, particularly if it is out of season or likely to be out of stock for a long period of time, because managing the long list of backorders that can accumulate can become cumbersome and we risk overlooking your order the longer we hold it.
We will always do our best to list any out-of-stock products as such on our shopping site. So please verify the current availability of a given item. We ask also that you please note the seasonal availability of items and only place orders for those items a little prior to or during their season.
If the item is backordered because it becomes unavailable after you place your order, we will not charge you any additional shipping.
If we declare an item as out of stock or clearly state the times an item is available and you wish to place the item on backorder anyway, then any additional shipping charges will be your responsibility and will be charged in the same fashion as the original order in the absence of further instructions from you.