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Free Shipping On Orders $75+ | $5 Flat Rate Shipping On Orders $29+
Free Shipping On Orders $75+ | $5 Flat Rate Shipping On Orders $29+

FAQ - Wholesale

SHIPPING

Where do you ship to?

We currently ship all over the U.S. Unfortunately at this time, we do not ship to other countries.

How do you calculate shipping fees?

All wholesale customers can take advantage of our competitive shipping rate. Shipping fee is calculated based on the order weight or dimensions and distance from our warehouse located in Oakland, CA. 

Which carrier do you ship with?

We currently ship with FedEx Ground only.  

Can you guarantee exact delivery date?

No, we can give you only the approximate delivery date. Sometimes weather conditions or shipping volumes on FedEx can cause delays. 

How long will my order take to arrive?

You can expect your order to be shipped by 2 business days from placing the order. From there it will take the carriers roughly 2-6 business days for all continental United States orders. Please note that business days are Monday-Friday and do not include federal holidays within the United States. 

How to check the status of my order?

As soon as your order is placed, you’ll get a confirmation email with all the necessary information you will need. Upon shipping you will also receive a tracking number update as well. If you’d like to check further on your order, just email us and we’ll be happy to give you an update.

What if my order is damaged or missing?

Products are free of damage and breakage when your order is shipped from our warehouses. Although products are packaged very carefully, damages may occur in transit or products may not reach their final destination. Please report us at store@umami-insider.com within 48 hours of delivery if you receive a damaged or broken product, or if you have not received your order. Make sure to save all contents, including packaging, for FedEx to investigate on any damaged order. If carrier is able to provide proof of scan, refunds or replacements will not be available. If you have any questions, please contact us directly.

 

BILLING & PAYMENT

What payment methods do you accept?

We accept ACH transfer, bank checks, and major credit cards such as Visa, MasterCard, American Express and Discover. Also, we accept PayPal.

What payment term do you offer?

We offer Net30 for any wholesale orders.

 

CANCELLATION / RETURN / REFUND

Can I change delivery address after placing an order?

We cannot accept change of delivery address and no refund will be issued. So please make sure to confirm if your delivery address is correct when placing an order.

Can I cancel my order?

If you email us with a request to cancel your order before we ship your order, we will accept the cancellation without any fees. However, once the order is shipped, we cannot accept cancellation and no refund will be issued. So please make sure to confirm if your order is correct when placing an order.

Do you accept returns?

No, we do not accept returns except damaged orders. Before returning, please contact us at store@umami-insider.com and we’ll provide you with simple return instructions.

How long does it take to issue me a refund?

We’re usually pretty quick and process a refund within roughly 14 days of receipt.

 

GENENRAL QUESTIONS

What is Umami Insider Store?

Umami Insider Store is a Japanese specialty store, and everything sold here is fine Japanese foods we carefully selected and collected directly from each producer in Japan. To ensure both quality and authenticity for you, we have visited each producer in Japan to learn its craftsmanship and character. Thanks to the amazing relationship with each producer, we are privileged to introduce a high-quality, authentic and real Japanese food that each of our team member in the U.S. and Japan love and uses every day. This is the way we work.

Do you have a physical store location?

No, we are an e-commerce store but we ship from our warehouse in Oakland, California.

Is all your food approved by the FDA to be safe for human consumption?

Absolutely! We do not and can not sell foods that is not first inspected and deemed safe for human consumption by the FDA.