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Policies

caviarstar-carousel-7smaller.jpgThe following items are a summary of the essential policies and terms of use that should be read and agreed to before placing your order on caviarstar.com
 
*Current order cut-off time for next-day perishable delivery is 2 PM EST. 

We utilize Next-Day service via UPS for perishables, shipping perishables Monday-Thursday (and Friday with additional Saturday shipping fee). We are packaging with extra ice, so your order should stay cold for at least 48-72 hours. Please understand we will do our absolute best to get your order to you but once it's placed in the hands of UPS, shipping delays are out of control. Please contact us and we will help however we can. If your order arrives more than 48 hours after ship-date and is no longer cold, please contact us immediately to start the claim process.

Order ahead! Your caviar will stay fresh for at least 3 weeks, unopened & properly stored 27-37 °F
 
Please place orders in advance around the Holidays and check national and local weather for severe storms or flooding before placing your order.
You can contact us anytime for shipping schedule advice 888.268.8780.

 
  1. Orders containing caviar and perishable products:


    1. Placing your order: Any order containing temperature sensitive product will be processed and shipped the same-day if the order is successfully placed before 2 pm EST, Monday through Thursday, or  Friday when accompanied with the Saturday shipping up-charge.  Holidays can affect order receipt and shipping times. *November & December order cut-off is 12 PM EST*
    2. Your address: Perishable shipments cannot ship to a PO box. To better our fraud protection, further steps may be required to process orders with different shipping and billing addresses.
    3. Shipping your order: Orders are shipped using UPS Overnight services. Products are packaged in insulated boxes with gel ice to keep under temperature for up to 48 hours.
    4. Shipping costs (we do not inflate product prices for free shipping):
      1. Standard flat-rate: $35 for UPS Overnight Delivery, delivers Tuesday through Friday. *We advise ordering on Wednesdays for Thursday delivery instead of Thursday/Friday for Friday/Saturday to mitigate unforeseen shipping delays that might cause the product to spoil over the weekend.
      2. Saturday Delivery: Orders received and shipped between 2pm Thursday and 2pm Friday will require the overnight Saturday Delivery service at a flat rate of $55.
      3. Alaska and Hawaii: Shipments to Alaska and Hawaii cost a flat rate of $55 for Fedex Overnight. Saturday Delivery service to AK & HI is $70.
      4. North and South Carolina Cost: Regional shipments Express and Saturday Services are discounted to $30 and $45 respectively. You can also use the cheaper Ground service instead, but we do not guarantee the product to arrive overnight or under temperature.
      5. Free shipping: Order values totaling $500 or more (before the shipping fee) will qualify for free shipping on us. Shipping insurance will be applied at no charge and signature will be required upon delivery unless you change it yourself via courier (insurance does not cover for weather delays).
    5. Delivery Information: 
      1. Delivery date: Regular service will deliver the next day for orders received before 2pm, Monday through Thursday. Customers can leave an order comment specifying a later shipment date if desired. *November & December order cut-off is 12 PM EST*
      2. Delivery time: Overnight shipping service usually delivers by late morning to early afternoon the day after shipping but is only guaranteed by 9 pm for residences, 4:30pm for official businesses, when on-time. Morning delivery is not guaranteed unless the service is upgraded to priority overnight service.
      3. Delays: Shipper delays due to weather and mechanical issues are possible and can sometimes cause the shipment to deliver at a later time of day or miss the next-day delivery all together. If you have a concern about an on-time delivery please contact the courier directly and contact us. You must let us know within 24 hours of receipt if there is an issue and take photos of any damages for evidence during claims process.
  2. Orders containing dry goods and non-perishable products:
    1. Placing your order: Non-temperature sensitive product will be processed and shipped the same-day if the order is successfully placed before 2pm EST, Monday through Friday. Your package can take anywhere from 1 to 5 business days to deliver, depending on your location. Holiday's can affect order receipt and shipping times.
    2. Address: It is the customer's responsibility to enter accurate shipping address information.
    4. Shipping Details: Orders are shipped using UPS Ground service. Products are packaged using protective materials in standard shipping boxes.
    5. Standard shipping rates are as follows:
      1. Continental US Ground (1-5 business days) is $20. Local Ground (NC, SC) is $10.
      2. Continental US Overnight shipping is $35. Local Overnight (NC, SC) is $30.
      3. Continental US Saturday delivery is $55. Local Saturday (NC, SC) is $45.
      4. Alaska and Hawaii Cost: Shipments to Alaska and Hawaii cost a flat rate of $35 for FedEx Ground and $55 for Overnight delivery. Saturday Delivery service to AK & HI is $70.
      5. Regional shipments: Customers located in North and South Carolina benefit from lowered shipping rates. Perishable orders in the region are allowed to use UPS Ground service since the insulated boxes will keep the product cold for the duration of delivery. However, choosing this option voids the return policy.
    6. Delivery Information:
      1. Delivery date: Orders received before 2 pm EST, Monday through Friday will ship same-day and deliver within the next 1 to 5 business days, depending on location.
      2. Delivery time: UPS Ground can deliver between 9am and 5 pm, Monday through Friday, for non-residential, and potentially until 9 pm for residential.
      3. Delays: Delays do happen but are unlikely - any ground order not delivered after 7 business days can be claimed as lost.
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Here you can find more in depth information on all of the regulatory and administrative policies which govern the operations of caviarstar.com and Great Atlantic Trading. These policies are normal for most gourmet import/export companies, but you should still read some the following to minimize any potential "surprises" after using our site
 
* * * * *
 
SHIPPING POLICY - This is important to read and understand before placing an order. These policy rules should help you understand how to best arrange an order and how your shipment will be processed.
 
RETURN POLICY - Please read our return policy before placing an order. These policy rules should help you understand what to do if you want to make a return and get a refund.
 
TERMS AND CONDITIONS OF USE - An in depth contract which protects our intellectual property and governs our customer's use of the features of caviarstar.com
 
PRIVACY POLICY - How we collect, use, maintain, and disclose the information provided by users on caviarstar.com
 
CHEF, DISTRIBUTOR, WHOLESALE AND INTERNATIONAL POLICY - For customers wanting a larger quantity of our products, this page will help you take steps to becoming a valued Great Atlantic partner. Also contains information on the policies of shipping products outside of the U.S. market
 
SUSTAINABILITY, CERTIFICATION AND GOVERNMENT REGULATION POLICY - A page containing our certifications from both government and private agencies, as well as the rules that Caviar Star and Great Atlantic Trading must follow in order to guarantee food safety for our customers and protect the environment for our planet