Welcome to Umami Insider Store! Our Store policies are listed for your information and to assist you in your shopping. If you have any questions regarding these Store Policies, please email our Customer Service at email@example.com.
Shipping Policy (4/13/2022 updated)
*All shipments to Canada is currently suspended.
Your order will usually ship within 2 business days after it is placed on our website. Please note that depending on volume, time of submission and holidays may cause a delay. In specific circumstances, if your order does not ship by 2 business days, Customer Service will notify you via email and/or phone explaining the delay. 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.
Also, we can give you only the approximate delivery date. Sometimes weather conditions or shipping volume on FedEx can cause delays. We cannot guarantee the exact delivery date.
Shipping fee is calculated based on the order weight or dimensions and distance from our warehouse located in Oakland, CA. An order confirmation will be emailed to you with your FedEx tracking number. You may use the tracking number to check your order's progress at www.FedEx.com.
If your order total is $75 and up, your order qualifies for free shipping via FedEx Ground (excluding orders to Hawaii, Alaska, Puerto Rico, Guam, International Countries, and wholesale customers).
If your order total is $29 and up, your order qualifies for $5 flat rate shipping via FedEx Ground (excluding orders to Hawaii, Alaska, Puerto Rico, Guam, International Countries, and wholesale customers).
Umami Insider is not responsible for incorrect information provided to us. A minimum $15 Change of Address fee will be charged if you change your shipping destination after your package is in transit. If your package has already been delivered, there will be additional charges for package pick-up and redelivery.
We do not currently receive any orders shipping to Canada and other countries outside the U.S.
FedEx does not guarantee delivery service 14 days before holidays; therefore, if your package does not arrive on time, Umami Insider is not responsible and cannot be held liable. Request for refunds will not be honored.
We do not ship to PO Box addresses. Please input a physical address for shipping.
Orders paid with PayPal will not be shipped until the funds have been transferred to Umami Insider’s account. All refunds will be returned to your PayPal account.
Shipping address information must be updated through PayPal. If you use PayPal at checkout, the address listed with PayPal is the destination for your order. Umami Insider cannot be responsible for incorrect information provided to us. A $15 change of address fee will be applied if you change your shipping destination when your package is in transit. If your package has already been delivered, there will be additional charges for pick-up and redelivery.
We do not accept any telephone orders for now. Orders can only be made through our online store.
For any questions, please contact our Customer Service via email at firstname.lastname@example.org.
Return/Refund Policy (12/18/2021 updated)
Cancel or Amend Your Order:
It is possible to cancel or make changes to your order before it is dispatched except for wholesale orders.
- To cancel your order, please contact us by email at email@example.com and we will cancel the order for you immediately.
- To make changes to your order, please contact us by email at firstname.lastname@example.org and let us know the changes you require.
Returning Unwanted Items:
If 10 days have gone by since your order arrived, unfortunately we can’t offer you any refunds. We do not accept returns of wholesale orders.
This policy does not extend to any items which have been opened or whose seal has been broken, perishable items (such as chilled, bakery or vegetable items), sealed items and downloadable digital items. Items must be returned in pristine and resalable condition. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Only regular priced items may be refunded, unfortunately sale items or orders with promotion codes cannot be refunded.
- Shipping to and from destination is non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
- The item must be accompanied by a copy of the receipt of your purchase.
- The item must be in pristine and resalable condition.
Please send your returns to our third-party fulfillment center:
CTC Food International, Inc.
6201 Coliseum Way, Suite A, Oakland, CA 94621
Returning Damaged Item:
While we are very careful when we pack the orders, delicate items can occasionally get damaged during transit. If you have received any damaged items, please accept our apologies and contact our Customer Service by email at email@example.com as soon as possible so we can arrange a refund or to resend the replaced item.
If you find that any item(s) are missing from your order, please first carefully check the full contents of the package. Our packing staff will sometimes wrap items in packing paper or use cardboard supports. Some small items may be hidden within this packaging.
If you still cannot find your missing item(s), please contact our Customer Service immediately by email at firstname.lastname@example.org so that we can arrange either a refund or to resent your item(s).
If you have received an incorrect item(s), please first carefully check your delivery note.
If you are sure the item(s) are incorrect, please contact our Customer Service immediately by email at email@example.com so that we can send the correct item(s). We may ask you to return the incorrect item(s). If this is the case we will cover any return shipping costs.