Shipping & Pick Up Terms
Placing an Order:
For frozen goods, there is a $50 order minimum that must be met in order to place an order. This $50 order minimum includes discounts and does not include shipping costs. For example, if a cart that is over $50 applies a discount code and becomes under $50, it will not be able to be ordered. If an order is placed that bypasses this minimum, whether by website or user error, the order will be canceled and refunded immediately. Shipping costs are flat rates based on the delivery address’s distance from our nearest fulfillment centers, located in New Jersey and California. We offer discounted shipping costs for orders that are over $250 in value after discounts.
For pantry goods, there is no order minimum. All pantry goods ship from our retail location in San Diego, CA with a flat rate shipping cost of $15.
Please note: Coupon codes are limited to one use per transaction. Attempting to use more than one coupon code when one has already been entered will lead to an error.
Frozen Product Shipping Costs and Rates:
The following states ship with UPS or GLS Ground from either our New Jersey or California locations. Orders delivering to these states will have a flat rate shipping cost of $25 on all orders under $250. If the order is over $250, shipping is free:
- Arizona (GLS)
- California (GLS)
- Connecticut
- Delaware
- Maryland
- Massachusetts
- New Hampshire
- Nevada (GLS)
- New Jersey
- New York
- Pennsylvania
- Rhode Island
- Vermont
- Virginia
The following states ship from our NJ location with either UPS 2nd Day Air or UPS Next Day Air. 2nd Day Air charges for the following states are $75 for orders under $250, and $55 for orders over $250. Next Day Air charges for the following states are $125 for orders under $250, and $95 for orders over $250:
- Alabama
- Arkansas
- Florida
- Georgia
- Illinois
- Indiana
- Iowa
- Kansas
- Kentucky
- Louisiana
- Maine
- Michigan
- Minnesota
- Mississippi
- Missouri
- Nebraska
- North Carolina
- North Dakota
- Ohio
- South Carolina
- South Dakota
- Tennessee
- West Virginia
- Wisconsin
The following states ship from our CA location with either UPS 2nd Day Air or UPS Next Day Air. 2nd Day Air charges for the following states are $105 for orders under $250, and $75 for orders over $250. Next Day Air charges for the following states are $165 for orders under $250, and $115 for orders over $250:
- Colorado
- Idaho
- Montana
- New Mexico
- Oklahoma
- Oregon
- Texas
- Utah
- Washington
- Wyoming
Fall Shipping Rates:
Effective September 13th, we're excited to introduce a new shipping choice for our customers. For states that previously only had Next-Day Delivery, we're now offering 2nd Day Air Shipping. This new option is both more cost-effective and offers greater flexibility in delivery times. Please note that this update applies only to states that do not have access to Ground Shipping.
Dry Product Shipping Rates:
For pantry goods, there is no order minimum, and shipping is always a flat rate of $15.
Mixed Product Shipping Rates
For orders with both frozen and pantry products, both conditions apply; the frozen product must reach a minimum of $50, and shipping costs will be cumulative for both. Depending on your location, you may receive two separate packages when placing an order with both frozen and pantry goods, one package for each. This is normal procedure and nothing to be worried about!
Shipping Exceptions:
We do not ship to Hawaii, Alaska or Puerto Rico. Shipping is only available within the continental US.
Due to international regulations, we are unable to ship internationally. Orders with an international shipping address will not be processed.
We cannot make deliveries on Sundays, Thanksgiving, Christmas, New Years’ Day, and other National Holidays. National Holidays falling on our typical shipping days may also impact order fulfillment.
We cannot process orders shipping to a PO Box or Military address.
Carriers and Tracking:
Orders ship primarily via UPS or GLS (local west coast carrier). Tracking information can be found in your order history and is provided via email once the package has been shipped. You can also track your package by entering your tracking number provided directly through UPS or GLS’s official websites.Ordering and Fulfillment Schedule:
Our Shipping days are Monday through Thursday. If you'd like your order to be delivered by a certain date, please make sure to order as early as possible (best practice is 1-2 weeks ahead) and leave a note on your order. We will do our best to accommodate but offer no guarantee on delayed shipments. We will also not refund or cancel an order if a certain delivery date is missed in this case.
Please allow up to 1-3 business days for processing and packing. Normal time for us to ship is within 24-48 hours after an order has been placed. Please note that volume, holiday, and weather conditions may all impact estimated shipping time. In the event of any potentially extreme delays (Over a week), we will contact you directly. Please note: we DO NOT guarantee that your order will ship the day that you place it. We will not refund orders placed under this expectation. If you’d like your order to ship the day of, please place your order before 11am EST and send us an email (support@cuisineryfoodmarket.com). We cannot guarantee same day shipping, but we will do our best to accommodate.
While we do our best to mitigate the risk of shipping frozen food around the country, there are unfortunately some things outside of our control such as the weather and transit delays once the package is in the hands of UPS or GLS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date. 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 the risk of products being negatively affected by outdoor temperatures and weather.
Inventory is subject to availability. Our inventory fluctuates hourly. In the event an item becomes unavailable or is delayed significantly, we will contact you directly.
During checkout, you must certify you are providing a valid and complete shipping address. Please be sure to check your shipping address for errors before completing your order. We are not responsible for products shipped to the wrong and/or incomplete address due to input error and will not refund or reship any orders affected by this. No exceptions.
We offer no guarantee when a customer requests a shipment be delayed to a certain date due to fluctuating inventory. All orders will typically be fulfilled as soon as they can. We are not responsible for, will not refund, and will not reship orders that have requested to be held for shipping by the customer until a certain date. If you request this service via the notes on an order, we will do our best to accommodate, but we offer no guarantee and will not cancel the order under any circumstance. If an order is rerouted via delivery service by the customer or recipient, that order will no longer be eligible for a refund of any capacity, as this may cause otherwise avoidable delivery delays.
How we Pack our Products:
We carefully pack each frozen order in an insulated box, inside a sealed container with dry ice to keep the product cold. Dry ice is a gas, so it doesn’t release water when evaporating and does not damage products during shipping. Based on package weight, we include what we deem to be a sufficient quantity of dry ice to maintain temperature and ensure our products are delivered in optimal condition. Fragile products are wrapped with additional bubble wrap and other protective layers.
Dry goods are packed securely with bubble wrap to allow minimal room for breaking, cracking, or general damage.
Expiration Dates and Best Before Dates:
Cuisinery guarantees that all product we ship will have a minimum best before/expiration date of 30 days after the ship date. In the event that you receive product that expires sooner than this, please send us an email (support@cuisineryfoodmarket.com) and we will assist.
Expiration Dates: Products that are past expiration date should not be consumed at all.
Best Before Dates: Products that are past best before date may still be safe for consumption past the listed date if stored properly. Typically, a best before date is simply a recommendation on when a product will be at it's best quality. Use personal judgement to assess products that have passed their best before dates.
Delivery:
You will receive a confirmation email with tracking information the day your order ships. A valid email address must be entered to receive this information. Cuisinery Food Market is not responsible for undelivered shipments due to lack of signature. Therefore, to avoid delays in the event the recipient is not at home, we authorize for delivery without a signature. Please make arrangements to receive your perishable goods promptly.
Please thoroughly inspect your order upon arrival. We are not responsible for spoilage from mishandling of the product once under your care, including receiving a delivered package too late to safely store or use. If you have any concerns about your product after delivery, please email us at support@cuisineryfoodmarket.com within 24 hours of delivery with pictures of the damaged or subpar product, and we will address your concern. To report a claim with carriers, we will need you to provide pictures of:
- all sides of damaged products
- all sides of the package, including the shipping label
- materials used for handling
Failure to provide images needed will result in no refund for a damaged order. Exceptions are made when the tracking number states the carrier damaged the package or delayed it.
Refunds and Cancellations:
The following are NOT covered under our refund/cancellation 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.
- Orders sent to invalid addresses due to customer error.
- Orders that are marked as “delivered” within 48 hours of being shipped but defrost because of the recipient not being available 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.)
- Orders that have been placed expecting different or no shipping costs. Please read our shipping cost breakdown above for an estimate on your shipping costs.
- Deliveries that have been impeded due to factors surrounding the address such as gate codes, animals, etc.
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.
Refunds may be distributed in the case of damaged product, delayed delivery due to delivery service error, incorrect product, and more. Resolution of reported issues may include replacement of the product, credit towards your next order, or a partial/full refund. In the case of damaged packaging or product, please ensure you take pictures of all sides of all boxes and email us.
Please direct all refunds or quality concerns to our email at support@cuisineryfoodmarket.com. We DO NOT handle refunds or quality concerns over the phone.
Visit our Refunds Policy page for more information.
Cancellations:
Once an order has been placed, we cannot adjust the order quantity or value. Orders may not be canceled for any reason; with the only exception being if the order has not been shipped within a week of the time placed. Orders that have requested delayed shipment may not be canceled under any circumstance. In most cases where an order is significantly delayed, we will personally reach out to you to come to a solution. Please review your shipping address, payment information, and cart prior to placing an order.
Store Pick-Up Policy:
This policy is effective from October 16th, 2024. Cuisinery Food Market ("the Company") offers a Store Pick-up option for customers who prefer to collect their orders in person at our San Diego location. This policy outlines the terms and conditions governing the Store Pick-up service.
Customers may pick up their orders during the following store hours:
- Monday though Friday - 10am to 6pm
- Saturday - 10am to 5pm
- Sunday - 9am to 2pm
Please note that these hours are subject to change during events such as holidays and severe weather.
Pick-Up Process:
Upon arrival at the store, customers are required to:
- Inform the staff that they are there for a Store Pick-Up.
- Provide the order number and/or identification as requested.
Liability:
Cuisinery Food Market is not responsible for any delays or issues arising from failure to comply with the pick-up procedures outlined in this policy.
Modifications to the Policy:
The Company reserves the right to modify this policy at any time without prior notice. Customers are encouraged to review the policy periodically for any changes.
By utilizing the Store Pick-up service, customers acknowledge that they have read, understood, and agreed to comply with this policy.
