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Return & Refund Policy

This Replacement, Return, Refund & Shipping Policy ("Policy") governs all purchases made through our platform. By placing an order, customers acknowledge and agree to the terms outlined below.

Important: This Policy is subject to applicable federal, state, and local consumer protection laws. Where applicable law provides greater rights than those stated herein, the applicable law shall prevail.

1. General Eligibility

To qualify for a refund, replacement, or adjustment:

  • The claim must comply with the requirements of this Policy.
  • The item must not have been intentionally damaged, altered, misused, or improperly stored after delivery.
  • All claims are subject to verification and approval.
  • We reserve the right to investigate, approve, deny, limit, or adjust any claim at our reasonable discretion.

2. Perishable Goods

Perishable goods include, but are not limited to:

  • Fruits and vegetables
  • Dairy products
  • Fresh kitchen food
  • Homemade food items
  • Frozen products
  • Refrigerated products

Eligible Claims

Perishable goods may qualify for a replacement or refund if:

  • The product is visibly spoiled, damaged, leaking, defective, or otherwise unsuitable upon delivery.
  • An incorrect item was delivered.
  • The quantity delivered is materially different from the quantity ordered.

Important Condition

Important: If the quality of a perishable product is in question, the product should remain substantially intact and available for inspection.
  • Claims for products that have been fully consumed, discarded, significantly altered, cooked, or processed before reporting may not qualify for a refund or replacement.
  • Internal quality concerns that cannot reasonably be verified without cutting, cooking, processing, or consuming a product may be ineligible for compensation.

3. Customer Storage Responsibility

Fresh, frozen, and refrigerated products must be stored appropriately immediately after delivery.

Delivery bags and packaging are intended solely for transportation and are not suitable for long-term storage.

Customer Responsibility: Customers are responsible for promptly unpacking and properly storing products according to recommended food safety practices.

We are not responsible for deterioration, spoilage, contamination, or quality issues resulting from:

  • Delayed unpacking;
  • Failure to refrigerate or freeze products;
  • Improper storage conditions;
  • Exposure to heat, sunlight, moisture, pests, or other environmental factors after delivery.

4. Reporting Time Limits

To be eligible for review, claims must be submitted within the following timeframes:

Product Type Reporting Window
Perishable Items Within 8 hours of delivery
Non-Perishable Items Within 48 hours of delivery
Carrier-Shipped Orders (UPS/FedEx) Within 48 hours of delivery confirmation
Strict Enforcement: Claims submitted after the applicable reporting period may be denied.

5. Proof Requirements

Customers must provide sufficient information and supporting evidence to allow us to investigate and evaluate a claim.

Required Documentation

Depending on the nature of the claim, required evidence may include:

  • Clear photographs of the affected product;
  • Photographs of packaging, labels, expiration dates, lot numbers, and barcodes where applicable;
  • Photographs of the delivery packaging;
  • Videos demonstrating the issue, when appropriate;
  • Order information and any related details.

Additional Verification

We reserve the right to request:

  • Additional photographs or videos;
  • Return of the product where practical;
  • Identity verification;
  • Any additional information reasonably necessary to investigate the claim.
Important: Claims submitted without sufficient supporting evidence may be denied.

6. Partial Refunds & Quantity-Based Products

For products sold by quantity, count, weight, bunch, package, or similar units:

  • Refunds and replacements may be limited to the affected portion of the order.
  • Damage affecting part of a product does not automatically qualify the entire product or order for refund or replacement.
  • Adjustments will be based solely on the quantity verified to be damaged, spoiled, defective, missing, or otherwise eligible.

7. Non-Returnable & Non-Refundable Items

Unless otherwise required by applicable law, the following items are not eligible for return, replacement, or refund:

  • Squash;
  • Mangoes;
  • Clearance items;
  • Closeout items;
  • Promotional giveaway items;
  • Gift cards;
  • Products marked:
    • Final Sale;
    • Non-Refundable;
    • No Returns;
    • No Replacement.
Please Note: Non-returnable items are clearly identified wherever reasonably practicable. Customers should review product descriptions carefully before purchasing.

7A. Product Images, Packaging & Unit Representation

Product images displayed on our website are intended for illustrative purposes only.

In certain cases, product images may depict the manufacturer's original master case, carton, bulk packaging, or display packaging; however, orders may be fulfilled as individual units, smaller quantities, or portions removed from the original master case.

Packaging Notice: Packaging images are provided solely to illustrate the original packaging configuration and product appearance and should not be interpreted as the quantity being purchased.

Customers are responsible for carefully reviewing:

  • Product titles;
  • Item descriptions;
  • Unit size;
  • Pack count;
  • Quantity information;
  • Pricing details;
  • Any packaging disclosures included in the listing.

Returns, refunds, or replacements will not be issued for misunderstandings relating to:

  • Master case versus individual unit purchases;
  • Package count or quantity clearly stated in the listing;
  • Product dimensions, weight, volume, or size accurately described in the item details;
  • Variations between the packaging image shown and the packaging format received, provided that the actual product matches the description.

7B. Opened Products, Taste Preference & Manufacturer Responsibility

For food safety and quality assurance reasons, we cannot accept returns or issue refunds for products that are:

  • Not expired, defective, damaged, or otherwise eligible under this Policy;
  • Opened after delivery;
  • Used, partially used, or consumed;
  • Returned solely because of personal taste preferences, flavor expectations, texture preferences, aroma concerns, or individual dissatisfaction.
Important: Individual taste preferences vary significantly. Dissatisfaction based solely on flavor or personal preference does not constitute a product defect.

As a retailer and distributor, we do not manufacture the products sold through our website and therefore cannot guarantee that every product will meet individual taste expectations.

Customers purchasing new, unfamiliar, specialty, imported, or first-time products do so at their own discretion.

Manufacturer Assistance

If a customer believes a product has a manufacturing defect, quality issue, contamination concern, or product-related issue beyond our ability to assess, we encourage the customer to contact the product manufacturer directly.

Customers should retain the product packaging and be prepared to provide:

  • Product details and lot/batch information;
  • Order information;
  • Date and place of purchase;
  • Supporting photographs or documentation requested by the manufacturer.

8. Missing, Stolen, or Unattended Deliveries

Once an order has been successfully delivered, responsibility for the order transfers to the customer.

Claims involving missing items, alleged theft after delivery, or unattended deliveries will be reviewed on a case-by-case basis.

Theft Claims After Delivery

For theft-related claims submitted after confirmed delivery, customers may be required to provide supporting evidence, including but not limited to:

  • CCTV or security camera footage clearly showing the theft;
  • A valid police report documenting the incident;
  • Reports from apartment management or security personnel;
  • Any other reasonable evidence requested during investigation.
Important: We are not responsible for unattended deliveries after successful delivery confirmation has been obtained.

9. Delivery Confirmation & Transfer of Risk

Ownership and risk of loss transfer to the customer upon successful delivery.

Successful delivery may be evidenced by one or more of the following:

  • Delivery confirmation records;
  • Delivery photographs;
  • Carrier delivery confirmation;
  • GPS verification;
  • Customer acknowledgment or acceptance;
  • Electronic proof of delivery.

Customers are responsible for:

  • Providing accurate delivery information;
  • Ensuring a safe and accessible delivery location;
  • Promptly retrieving delivered products;
  • Making appropriate arrangements when unavailable to receive deliveries.

10. Inspection Upon Delivery

Customers should inspect their order promptly upon delivery.

Customers are responsible for verifying:

  • Correct products received;
  • Product condition;
  • Quantity received;
  • Visible damage to products or packaging;
  • Presence of all items listed on the order.
Inspection Requirement: Reporting issues immediately enables us to investigate and resolve concerns more effectively.

Failure to report issues within the applicable reporting period may be deemed acceptance of the order as delivered.

11. Refund Processing

Approved refunds may be issued through one of the following methods:

  • Original payment method;
  • Store credit;
  • Gift card credit;
  • Other refund methods determined by us at our sole discretion.

Refund processing times may vary depending upon:

  • Payment processor requirements;
  • Banking institutions;
  • Card issuer processing schedules;
  • Verification requirements associated with the claim.
Please Note: Processing times are outside our control once a refund has been submitted to the applicable payment provider.

11A. Return Requirement for Approved Claims

Unless otherwise required by applicable law or expressly waived by us in writing, refunds shall be issued only after:

  • The claim has been reviewed and approved; and
  • The item subject to the claim has been returned to us in the condition reasonably necessary for inspection.
Return Requirement: Approval of a claim does not automatically result in issuance of a refund until all applicable return requirements have been satisfied.

If an approved claimant fails or refuses to return the item when requested:

  • The approved refund or replacement may be withheld;
  • The approved refund or replacement may be cancelled;
  • Any pending resolution may be reversed.

Where return of the item is impractical, unsafe, prohibited by law, or otherwise waived at our sole discretion, we may approve an alternative resolution without requiring physical return.

The inability or refusal to return the item upon request shall render the claim ineligible for refund, even where spoilage, damage, or defects are alleged, unless the return requirement has been expressly waived by us.

12. Fraud Prevention & Abuse Policy

To ensure fair treatment for all customers and to protect the integrity of our services, we monitor refund, replacement, and account activity for signs of misuse, abuse, or fraudulent conduct.

We reserve the right to:

  • Request additional documentation or verification;
  • Investigate suspicious or excessive claims;
  • Limit or deny claims that appear fraudulent, abusive, or inconsistent with prior account activity;
  • Restrict refund eligibility for repeated unsupported claims;
  • Suspend or terminate accounts involved in misuse, fraud, or policy abuse;
  • Refuse future service where fraudulent activity is reasonably suspected.

Examples of Abuse

Fraudulent or abusive activity may include, but is not limited to:

  • Submitting false or misleading claims;
  • Providing altered or fabricated evidence;
  • Repeated unsupported complaints;
  • Claiming non-delivery despite proof of delivery;
  • Repeatedly refusing to return products when requested;
  • Manipulating promotional offers or discounts;
  • Misrepresenting facts to obtain refunds or credits.
Important: Any false claim, intentional misrepresentation, or abuse of this Policy may result in permanent restriction from refunds, replacements, future transactions, and access to our services.

13. Order Accuracy

Customers are responsible for carefully reviewing their order before submitting it.

Customers should verify:

  • Product selections;
  • Quantities ordered;
  • Delivery instructions;
  • Shipping and billing addresses;
  • Special requests and notes.

Issues relating to:

  • Product selection errors;
  • Incorrect quantities ordered;
  • Incomplete delivery instructions;
  • Incorrect customer-provided address information;
  • Other customer ordering mistakes;

should be reported immediately.

Please Note: Once an order has been packed, prepared, dispatched, or transferred to a carrier, modifications or cancellations may not be possible.

14. Pricing Errors

While we strive to maintain accurate pricing, errors may occasionally occur.

If a product is listed at an incorrect price due to:

  • Typographical errors;
  • System or software errors;
  • Supplier pricing inaccuracies;
  • Technical issues;
  • Data synchronization failures;
  • Other unforeseen circumstances.

We reserve the right to:

  • Cancel the affected order or item;
  • Refuse fulfillment;
  • Correct the pricing error;
  • Contact the customer before or after fulfillment to explain the discrepancy;
  • Offer the customer the opportunity to proceed with the corrected pricing.
Pricing Notice: If payment has already been collected for an affected item, an appropriate refund for the incorrect charge will be issued.

15. Product Availability & Substitutions

Product availability is not guaranteed until an order has been packed and prepared for delivery.

If an item becomes unavailable after an order has been placed, we may:

  • Remove the unavailable item and issue a refund;
  • Offer a reasonably comparable substitute;
  • Contact the customer for substitution approval;
  • Provide store credit where appropriate.

Substitute products, where offered, will generally be reasonably similar in:

  • Type;
  • Quality;
  • Intended use;
  • Value.
Customer Choice: Customers may decline a substitute and receive a refund for the unavailable item.

16. Food Safety & Temperature-Sensitive Products

Certain products require refrigeration, freezing, or other temperature-controlled storage.

Upon successful delivery, customers are responsible for promptly storing temperature-sensitive products according to recommended food safety guidelines.

We are not responsible for deterioration, spoilage, contamination, or quality issues caused by:

  • Delayed retrieval of delivered products;
  • Failure to refrigerate or freeze products;
  • Improper storage after delivery;
  • Exposure to adverse environmental conditions after delivery;
  • Failure to follow storage instructions provided by the manufacturer.
Food Safety Notice: For food safety reasons, refrigerated, frozen, prepared-food, and other perishable products generally cannot be returned once accepted by the customer.

17. Shipping Policy for UPS/FedEx Orders

This section applies to orders shipped through third-party carriers, including UPS and FedEx.

Order Fulfillment

An order is considered fulfilled once it has been packaged and transferred to the carrier for shipment.

Customer Responsibility

Customers are responsible for providing complete and accurate shipping information.

We are not responsible for:

  • Delivery failures caused by inaccurate or incomplete addresses;
  • Address correction fees charged by carriers;
  • Returned shipments resulting from customer-provided errors;
  • Additional shipping charges incurred due to incorrect address information.

Delivery Estimates

Carrier transit times are estimates only and are not guaranteed.

We are not responsible for delays caused by:

  • Carrier operations;
  • Weather conditions;
  • Transportation disruptions;
  • Customs inspections;
  • Labor disputes;
  • Mechanical failures;
  • Government actions;
  • Events beyond our reasonable control.

Damaged or Lost Shipments

Damaged, lost, or missing shipment claims must be reported within 48 hours of carrier delivery confirmation.

Supporting documentation may include:

  • Photographs of the package and contents;
  • Tracking information;
  • Carrier correspondence;
  • Other supporting documentation requested during investigation.

Claims may be subject to carrier investigation and verification before resolution.

Carrier Liability

Claims relating to loss or damage during transit may be subject to carrier policies, limitations of liability, insurance coverage, and investigation procedures established by the carrier.

18. Force Majeure

We shall not be liable for delays, interruptions, cancellations, shortages, or inability to fulfill orders resulting from circumstances beyond our reasonable control.

Such circumstances include, but are not limited to:

  • Natural disasters;
  • Severe weather conditions;
  • Floods;
  • Fires;
  • Earthquakes;
  • Public health emergencies;
  • Government actions or restrictions;
  • Supply chain disruptions;
  • Transportation interruptions;
  • Utility failures;
  • Cybersecurity incidents;
  • Acts of war;
  • Terrorism;
  • Civil unrest;
  • Labor strikes or shortages.
Force Majeure: Obligations affected by such events shall be suspended for the duration of the event and resumed when reasonably practicable.

19. Chargebacks & Payment Disputes

Customers are encouraged to contact Customer Support before initiating a chargeback or payment dispute.

Where a chargeback is initiated despite successful delivery or fulfillment, we reserve the right to provide supporting evidence to payment processors, banks, and card issuers.

Supporting evidence may include:

  • Order records;
  • Delivery confirmations;
  • Delivery photographs;
  • Tracking information;
  • Customer communications;
  • GPS confirmation records;
  • Account activity records.
Chargeback Abuse: Fraudulent or abusive chargeback activity may result in account suspension, order restrictions, denial of future claims, and refusal of future service.

20. Right to Refuse Service

We reserve the right, at our sole discretion, to refuse service, cancel orders, limit quantities, restrict payment methods, or suspend and terminate accounts.

Such action may be taken where we reasonably believe:

  • Fraud has occurred;
  • Abuse of company policies has occurred;
  • Customer conduct poses operational or safety concerns;
  • Repeated unsupported claims have been submitted;
  • Payment disputes have been initiated in bad faith;
  • Compliance with legal or regulatory requirements necessitates such action.

21. Policy Updates

We may revise, amend, update, or replace this Policy at any time without prior notice.

Updated versions of this Policy become effective immediately upon publication on our website, mobile application, or other official channels.

Continued use of our services following publication of any changes constitutes acceptance of the revised Policy.

Questions? If you have any questions regarding this Policy, please contact our Customer Support team before placing an order.
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