Freshness Guarantee & General Policy
Our products are guaranteed fresh upon delivery. Due to the perishable nature of our caviar and to ensure every customer receives only the highest quality product, all food sales are final, except in cases of damage, spoilage, or if we shipped the wrong item.
Non-food items may be returned within 30 days of receipt. Non-food items must be unused, in their original packaging, and in resalable condition.
Inspect Your Shipment Immediately
Please inspect packages containing caviar immediately upon arrival. To qualify for a return or exchange, all claims must be reported within 48 hours of delivery. Any returned items must be shipped back to us within 30 days of receipt — returns shipped on or before the 30th day will be valid. When reporting damage or spoilage, please include clear photos of the product and packaging.
How to Return Perishable Items
All returned products must be in the same condition as originally shipped:
- Caviar and ice packs must be frozen for at least 24 hours prior to shipment.
- Use a thermally insulated container — we strongly recommend carefully opening and keeping the original packaging until you’ve inspected your order.
Returned products will be thoroughly inspected before any credit or refund is issued. Credit will not be issued for partially consumed or discarded products.
Orders that are undeliverable or unclaimed by the recipient are not eligible for a refund for perishable items.
Please email us at cs@sensationcaviar.com for return or exchange authorization before shipping anything back. No returns will be accepted without a valid return authorization number.
Refunds & Credit
Approved refunds are issued to your original payment method. Please allow up to 7 business days after we receive and inspect your return for processing. Store credit is not available for perishable items.
Late or Missing Refunds
If you haven’t received your refund yet:
- Double-check with your bank, as posting times vary.
- If you still have not received it, please contact us at cs@sensationcaviar.com.
Sale Items
Sale items are non-refundable. Only regular-priced non-food items may be refunded.
Exchanges
We’re happy to exchange items at your shipping expense if they are returned in perfect condition and meet the same conditions as above.
Restocking Fee
All returns and exchanges are subject to a 15% restocking fee.
Return Shipping Costs
If you’re returning an item because of our error, we’ll issue a return postage label or credit your return shipping fee. Otherwise, return shipping costs are your responsibility. In most cases, shipping fees are non-refundable, and the cost of return shipping will be deducted from your refund. All returns must be shipped to the return address provided with your return authorization.
Once you ship your return, please email us the tracking number. We strongly recommend using a trackable shipping service or purchasing shipping insurance for returns. We cannot guarantee that we will receive your returned item.
Order Cancellation
Orders that have already shipped cannot be cancelled. Orders that have not yet been processed by our warehouse may be cancelled; we will make every effort to stop processing if requested, but there is no guarantee once fulfillment has begun.
Additional Information
For details on shipping, delivery times, and risk of loss, please see our Shipping Policy.