Shipping and Returns Policy
1. Shipping Policy
Delivery Schedule
- We only ship frozen products on Mondays, Tuesdays, and Wednesdays
- Customers will receive their orders on Tuesdays, Wednesdays, Thursdays, and no later than Friday, depending on the area, shipping conditions, and the time the order was placed. Priority will be given to orders placed in advance.
- We do not deliver on weekends (Saturday and Sunday) to avoid delays or product spoilage due to extended shipping times.
Shipping Conditions
- All products are packed and frozen before shipping to maintain their frozen state during transit
- We are not responsible for damage caused by delays beyond our control (e.g., weather conditions or errors by the shipping carrier)
- Delivery times may vary depending on your location; please contact us for an estimated time.
2. Returns and Exchange Policy
Return Conditions
- Returns and exchanges are accepted for frozen products in the following cases:
- The product is damaged or defective due to a supplier error.
- The product does not match the description or an incorrect order was delivered.
- The product has thawed or been damaged due to a shipping issue, if the fault lies with Kim. We are not responsible if the fault is with the shipping carrier.
- The returned product must be new or slightly used.
- Customers must notify us upon receiving frozen goods to request a return or exchange.
- Return and exchange requests will only be accepted if the product is still in an unused condition, or has only been tasted in a small quantity not exceeding 0.1 lbs.
Return Period
- The notification period is within 1 day. If this falls on a weekend, you can return the item on the following Monday. Please ensure the product is kept frozen. The return period is within 7 days.
Return Process
- Contact customer service via email at [email protected], hotline +1 8329971909, or via our Fanpage chat at https://www.facebook.com/Kimfamily0824 within the specified return period.
- Provide your order information, photos of the defective product, and the reason for the return.
- Once approved, we will arrange to collect the product, cancel the order, or deliver a replacement (if available) according to the delivery schedule above.
- In the event of a partial delivery (missing items), we will only issue a refund for the missing portion, and will not accept cancellation or a full refund for the entire order.
Return Conditions (Reiterated)
- The product must remain fresh and undamaged, and be stored correctly in a freezer from the time of receipt until it is collected.
- The original packaging, labels, invoice, or purchase history must be preserved.
- We will not accept returns if the product has thawed or been damaged due to improper storage by the customer.
3. Return and Exchange Costs
- If the error is ours (damaged, incorrect delivery), the return shipping costs will be covered by the company.
- If the error is the customer’s (improper storage, change of mind), the customer will be responsible for the shipping costs.
4. Notes
- We are not responsible if the product is damaged due to delivery delays beyond the committed timeframe (e.g., due to weather conditions or errors by a third-party shipping carrier).
- This policy may be subject to change without prior notice. Please check regularly for the latest updates.
- The refund processing time is 7 days.
Sincerely,
KIM