Refund Policy

 

The following are NOT covered under our refund policy:

  • Orders placed before/after a sale or price change. (No price matching or price adjustments)
  • Orders that have been redirected by the customer through the delivery service. This may cause delays and lead to defrosting outside of our control.
  • Orders sent to invalid addresses due to customer error.
  • Orders that are marked as “delivered” within 48 hours of being shipped but have defrosted due to the recipient not being able to accept the package in a timely manner.
  • Orders that have been placed expecting an earlier/later delivery time. (If we do not ship out your order within 1 week, please contact us.) If you need an order by a certain time, we recommend placing your order 1-2 weeks ahead of time with your desired delivery date in the notes. We do not guarantee delivery by certain dates, but will do our best to accommodate.
  • Deliveries that have been impeded due to factors surrounding the address such as gate codes, animals, weather, etc.
  • Frozen and nonfrozen orders that have arrived at different times. This is regular procedure as they may be shipped in two separate packages.
  • Nonfrozen orders that have been affected by outdoor temperatures (For frozen orders that arrive defrosted, please take pictures of package and all affected goods and email us).
  • Frozen products that have arrived with over 30 days from best before/expiration date and are not damaged otherwise.
  • We are not able to honor any expired gift cards. No exceptions. (Please note, gift cards purchased instore are not able to be used on our website, and vice versa).
  • We are not able to refund/reimburse/cancel any gift card purchases.

 

We will not cancel or refund orders that have been placed before they have shipped. The only exceptions to this rule are orders that have been significantly delayed (more than one week from order date) and orders that we cannot fulfill completely. If a delayed shipment is requested, that order is no longer liable to any refunds or cancellations regardless of date.

Please note that if an order is marked as "delivered" within 48 hours of being shipped, it is not liable for a refund or a reship. Depending on the situation, an order marked as "delivered" within 48 hours may be compensated via store credit.

Refunds and compensation may be distributed in the case of damaged product, delayed delivery due to delivery service error, delivery of incorrect product, and more. Resolution of reported issues may include store credit via a gift card, or a partial/full refund.

In the case of damaged packaging or product, please ensure you take pictures of all sides of the package and affected goods. We will not provide any compensation for any damaged products unless you provide pictures of all damaged products and all sides of the package.

Regarding non-frozen shipments, please note that we are not liable for damages relating to temperature control. We ask that you please make accommodations to accept all packages immediately upon delivery to minimize risk of non-frozen product being negatively affected by extreme outdoor temperatures. If your nonfrozen product arrives damaged due to transit, please email us pictures of the affected product(s) and all sides of the package for assistance.

Please note that Cuisinery will NEVER reship an order that has arrived damaged or defrosted. Orders that have arrived damaged or defrosted may be eligible for a refund or store credit on a case-by-case basis.

PLEASE NOTE: Once an order has been placed, it cannot be cancelled or modified for any reason. Please review your products, shipping address, shipping rate, and payment option before submitting. We will ONLY cancel an unfulfilled order if it has not been shipped out after 7 business days. We will not cancel an order if an urgent delivery date is requested, as we do not guarantee deliveries by date.

Please direct all refunds or quality concerns to our email at support@cuisineryfoodmarket.com. We DO NOT handle any refunds, damaged product or packaging, or quality concerns over the phone.