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 firstname.lastname@example.org.
Shipping Policy (12/20/2019 updated)
Your order will usually ship within 2-3 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 2-3 business days, Customer Service will notify you via email and/or phone explaining the delay.
Shipping is calculated based on the order weight or dimensional weight (heavier of the two) and distance from our warehouse located in Richmond, CA. You may choose FedEx or USPS for your shipping carrier. When shipping with FedEx, 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 $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 B2B 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.
International orders will be sent via USPS, according to the transit time chart below. The customer is responsible for all duties and taxes upon delivery (usually 0-7%, depending on the distance from our Richmond, CA warehouse).
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.
FedEx does not ship to PO Box addresses. You must choose one of the USPS shipping options if you want your order delivered to a PO Box. Orders shipped to Hawaii, Alaska, and Puerto Rico can only be shipped via USPS.
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.
Orders shipped to APO/FPO addresses can only be shipped via USPS priority. The package cannot be tracked after it enters the Military Mail System.
Therefore, we are unable to determine the order delivery time. All orders shipped to APO/FPO addresses may take up to 60 days
For any questions, please contact our Customer Service via email at email@example.com.
Return/Refund Policy (9/13/2019 updated)
Cancel or Amend Your Order:
It is possible to cancel or make changes to your order before it is dispatched.
- To cancel your order, please contact us by email at firstname.lastname@example.org and we will cancel the order for you immediately.
- To make changes to your order, please contact us by email at email@example.com 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.
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.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return 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:
CTC Food International, Inc.
50 West Ohio Avenue, Richmond, CA 94804
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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org 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.