Term & Conditions
ALL SALES ARE FINAL (NO RETURN OR REFUND), UNLESS THE MISTAKE IS FROM OUR SIDE (with a valid proof and we will either refund for the missing items or resend them on your next order and please contact us within 3 days after the order is delivered with your order information).
You can cancel an order before we purchase the shipping label, but keep in mind that we won’t return the Paypal’s fee (if you pay by paypal, credit card or debit card (they all are processed by Paypal)), since PAYPAL DOES NOT RETURN THEIR FEE EVENTHOUGH FOR CANCELLED ORDER.
If the package is returned to us because of the customer mistake (provided incorrect/incomplete address) or due to the customs restriction or other reasons then customer SHOULD responsible to pay ALL THE FEES INVOLVED, including but not limited to the original & return shipping costs and broken/spoiled items during shipping.
Some items have their expiration dates on the Description tab especially the ones that are On Sales so please READ THE DESCRIPTION before adding it to your cart because we will not issue any return/refund because of that. We do not check/offer every single item’s expiration date for any order and we will not guaranty if all of them have their expiration dates for certain amount of times, but we do not send you the items that already expired though. Just FYI, few of the items we received from the distributors have expiration date less than 3 months, which the nature of those items.
Please keep in mind that sometimes we do not update the pictures, tittle, description, including the weight/size, etc of each items on our website every time we receive the products from our suppliers eventhough sometimes the same products we receive are slightly different than the one we have on our website, for example the product’s size, weight, color, the picture on the box, etc.
Once you make an order, we will process it as soon as we can. Once it is shipped, an automatic email regarding the shipping info (tracking #) will be send to you, so you don’t need to ask for the tracking number, we won’t response to it. If you want us to ship your order in the certain date, please let us know right the way after you made an order, so we will keep it for you but not more than 2 weeks.
All frozen items are intended to be for delivery only so we can keep it frozen when you receive it. If you still want us to ship it to you then WE WILL NOT BE RESPONSIBLE for any damage or spoiled when you receive it and no refund/return can be made. This is also applied for the items that can be melted during summer hot months (such as bueband, wysman, chocolates, etc) and for the items that their bags can be expanded (such as Kusuka, Qtella, etc).
After we ship your order, we do not have control on the shipping carries (UPS, USPS, Fedex, etc), so we don’t guaranty the time when you will receive your order. It is not our responsible if there is a delay on the shipping and we DO NOT issue any refund/compensation because of it. Also we do not have ability to change the delivery date and time after your order has been shipped, so please contact the carrier if you want to do so. The tracking number will be automatically sent to customer’s email once the order is shipped/received by the carrier, so no need to request one.
If you receive incorrect item(s), you should send us a valid proof (i.e. video) when you’re opening the box, and we will not issue any refund if there is no video proof, so we encourage you to TAKE VIDEO WHEN YOU’RE OPENING THE BOX. We will try our best to box every order as safely as possible but we DON’T GURANTEE YOU WILL REVEIVE THEM IN PERFECT CONDITION because we cannot control how the carriers handle our shipments, especially something like crackers or biscuits that can be broken into small pieces or it’s plastic wrap can be broken/teared, the canned items that can be dent, etc; therefore please only order if you can take the risk that those items can be broken during shipping (you can file a claim with the carrier yourself though). FYI, we don’t send you the items that already broken unless it’s specified in our website (and usually we give a discount for it).
For the delivery orders, if you want us to just leave the package outside your place, we will NOT responsible if anything happened to that package (got stolen or damage for any reason, etc). This is also applied for pickup orders at Hiro restaurant, if you decide to pick up after Saturday. And also we ONLY DELIVER to the 1st FLOOR, so if you live in other floor, YOU will need to carry your order from the 1st floor.