Shipping & Refund Policies

 

Shipping & Refund Policy

Will I receive an e-mail confirmation for my order?

Yes. If you order online, a member of our staff will email you to confirm the order

When can I expect my delivery?

UPS Priority Overnight deliveries generally arrive by noon the next day after shipping, but there is no guaranteed delivery time. UPS does not provide any guaranteed delivery date or time for Ground shipments. If you need the items shipped for an exact date, please call us to specify overnight or two-day.

Does someone need to sign for the package when it's delivered?

Gravlax by Chef Bruno automatically authorizes UPS to deliver packages without a signature. This is to avoid the package being returned to a UPS warehouse and redelivered at a later date. That said, we strongly urge that someone be present to accept the package. If you would like to require a signature for your delivery, please check the “special instructions” box when placing the order.

In some instances, UPS will exercise the right not to release without a signature (for example, a neighborhood appears unsafe or an apartment building has no access). Gravlax by Chef Bruno will not be held responsible for packages that were delivered late or spoiled because a recipient was not home and UPS was unable to release. Neither UPS nor Gravlax by Chef Bruno can contact you before delivery is made.

Packages over $500 must be insured and a signature is required upon delivery.

When shipping gift packages to either Alaska or Hawaii, do standard shipping rates apply?

No. Standard rates apply only to deliveries within the continental United States.

Can I have my package delivered on a Saturday?

UPS charges an additional $12.50 for Saturday delivery. Packages generally arrive before 3:00 PM on Saturday, depending on the area, but there is no guaranteed delivery time. There is no Sunday or Monday delivery. Before placing your order, it is the customer’s responsibility to confirm that UPS services the delivery zip code on Saturdays. Please call UPS.

How are perishable items packaged?

Gravlax by Chef Bruno uses high-quality insulated shipping boxes that are filled with ice packs. Our packaging can maintain quality and freshness for up to 48 hours in transit.

How can I make a change or cancel my order?

If you need to make a change or cancel an order, please call Gravlax by Chef Bruno directly. Any changes or cancellations must be placed at least 48 hours in advance of the shipping date.

Shipping claims and exceptions

Please inspect your package immediately upon receipt. All claims must be filed within 24 hours of receipt. We will work with our partners at UPS to re-route orders for timely delivery but cannot be responsible for damaged or compromised product due to the following:

1. Delayed deliveries due to weather or other "Acts of God"

2. Packages left unattended upon delivery

3. Incorrect addresses supplied by the customer

4. Gift shipments sent to recipients who are out of town or otherwise unavailable to receive their shipment.

Please notify recipient of the pending arrival of perishables!

If your package is not delivered until after 5:00 pm on the expected delivery date and the delay is not a result of any of the causes listed above, please contact customer relations at Gralax by Chef Bruno and we will investigate whether a shipping claim can be filed.

Orders and product availability

Gravlax by Chef Bruno reserves the right to limit shipping orders accepted due to volume. Prices are subject to change without notice. Merchandise is subject to availability. In the event that a product is unavailable, we will substitute a similar product of equal or greater quality and value. Gravlax by Chef Bruno reserves the right to discontinue or change specifications on products and services offered on this site without incurring any obligations.

Our Guarantee

We want our customers to be completely satisfied with our products; therefore for any reason(other than acts of god that are beyond our control during shipment) that your not completely satisfied we will either replace or we offer a full Money Back Guarantee for all of our products. During the month of December we cannot guarantee timely delivery of your shipment due the heavy volume of shipments that UPS is experiencing. There will be no refunds of shipping charges or product refunds during this time period.