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Refund policy

RETURN & REFUND POLICY

Effective Date: April 28, 2026

At Savor Caviar, we take great care in packing and shipping highly perishable luxury food products. Because of the nature of these products, all claims, returns, replacements, refunds, and credits are subject to the terms below.

1. Claim Window
All claims for damage, spoilage, temperature concerns, missing items, incorrect items, or any other delivery-related issue must be submitted to info@savorcaviar.com within 24 hours of confirmed delivery.

Claims submitted after 24 hours of confirmed delivery may be denied.

2. Proof Required for Any Claim
To evaluate any claim, the customer must provide sufficient supporting documentation. At a minimum, we may require clear photos of:

  • the outside shipping box,
  •  the shipping label,
  •  the internal packaging and insulation,
  •  the ice packs or cooling materials,
  •  the product as received, including the lot label if visible,
  •  any visible leakage, damage, or condition issue.

If the claim involves temperature, the customer should also provide a photo of a thermometer reading taken immediately upon opening the package, if available.

We reserve the right to request additional information before reviewing or resolving any claim.

3. Temperature and Condition Claims
Our products are packed in insulated shipping materials designed for normal transit conditions. However, Savor Caviar does not guarantee the exact internal package temperature at every moment during transit or after delivery.

We are unable to verify:

  • how long a package remained outside after delivery,
  • when the package was opened,
  • the temperature of the location where the package was left,
  • how the product was handled or stored after delivery.

For this reason, statements such as “the product was warm” or “the package felt warm” are not, by themselves, sufficient to establish a valid claim.

All temperature, spoilage, or product-condition claims are reviewed at Savor Caviar’s sole discretion basedon the documentation provided and the shipment record.

4. Perishable Goods / General Return Rule

Because caviar and most food items sold by Savor Caviar are perishable, returns are generally not accepted.

We do not accept returns, refunds, replacements, or credits for issues resulting from:

  • incorrect, incomplete, or undeliverable addresses provided by the customer, carrier delays outside our control,
  • weather events, natural events, or other conditions outside our control, packages left unattended after delivery,
  • the recipient’s failure to retrieve, refrigerate, or properly store the product promptly after delivery, the recipient’s failure to be available to sign for a shipment when signature service is selected or required,
  • refused deliveries, unauthorized returns, or return-to-sender shipments not caused by our verified error.

5. Signature Delivery / Missed Delivery Attempts

If a shipment requires a signature or adult signature and the recipient is unavailable or otherwise fails to accept delivery on the first delivery attempt, any resulting delay, re-delivery, storage, hold, or next-day delivery is at the customer’s sole risk.

Savor Caviar is not responsible for spoilage, temperature deviation, loss, damage, delay, or deterioration resulting from the recipient’s failure to timely accept the shipment.

Orders delayed because the recipient was unavailable to sign for or accept delivery are not eligible for refund or replacement.

6. No-Signature Deliveries
Except where required by law or carrier policy, orders other than wine may be shipped without signature at the customer’s request or election.

If the customer selects no-signature delivery, carrier release, or delivery without direct acceptance, all risk after confirmed delivery passes to the customer. Savor Caviar is not responsible for theft, loss, delay in retrieval, temperature exposure, spoilage, misdelivery after confirmed carrier delivery, or product condition affected after the carrier marks the package delivered.

7. Wine Orders
Wine sales and deliveries are subject to additional restrictions. Wine may require adult signature, age verification, and may be unavailable in certain states or jurisdictions. Wine cannot be left without signature where prohibited by law or carrier policy.

No wine will be shipped to a P.O. Box.

8. Return Authorization and Return Address
No product may be returned without prior written authorization from Savor Caviar.

If we approve a return, we will provide return instructions and the authorized return address in writing. Do not send any product back without prior written approval. Unauthorized returns may be refused and will not be eligible for refund, replacement, or credit.

9. Who Pays Return Shipping
If a return is approved due to Savor Caviar’s verified error, we may, at our sole discretion, provide a prepaid return label or other return instructions.

In all other cases, if a return is authorized, return shipping costs are the customer’s responsibility unless we expressly agree otherwise in writing.

10. Remedies
If we determine that a claim is valid, Savor Caviar may, at its sole discretion, provide one of the following remedies:

  • a replacement shipment,
  • store credit,
  • a partial refund,
  • a full refund.

Any remedy will be determined solely by Savor Caviar based on the circumstances of the claim.

11. Contact
For claims or questions regarding an order, contact:

Savor Caviar
info@savorcaviar.com
P.O. Box 550017, Houston, TX 77255