Imperia Caviar FAQ

Satisfaction Guarantee

Imperia Caviar guarantees that all products are fully examined and are fresh prior to shipment.

Customers should examine all shipments immediately upon arrival. Credit will not be granted if unsatisfactory items are discarded or partially consumed. Please keep all packaging intact for returns. All claims must be made within 24 hours of receipt of shipment at concierge@imperiacaviar.com, and must include your order number, photos (including the photo of the Fresh Tag), and the issue immediately. 

 We do not accept responsibility or provide refunds on any perishable item(s) not collected at the time of arrival, left out of refrigeration once they were delivered, or due to negligence and lack of care. Generally, all sales on any perishable items (caviar) are final with no refunds. However Imperia Caviar understands that sometimes there are special circumstances and will do our part to ensure our clients are satisfied.

Shipping policy and delivery times

We charge a flat fee of $30 for all orders under $300. We provide complimentary shipping on orders over $300. We ship nationally in the U.S.

We use Overnight Shipping Services* so that your order will arrive as fresh as possible. We also use a FreshTag to ensure that the caviar is kept at the correct temperature throughout delivery. Please note that the FreshTag is only valid during transportation. We recommend that you dispose of it upon your order's arrival.

*Overnight shipping refers to the service provided by the courier to deliver your order the day after it is shipped out from our facility, in order to ensure that your caviar is kept at the optimum temperature conditions throughout the delivery process, irrespective of the time the order was placed.

Due to the perishable nature of the caviar, we cannot deliver to P.O. boxes under any circumstances.

Orders placed between Monday-Thursday before 1 PM PT will be shipped the same day for Next-Day delivery by UPS or FedEx. Any order received after 1 PM PT will be shipped the next business day. Any orders received on Friday-Sunday will be shipped on the next business day.

Our Christmas shipping cut-off is 12/22. Orders placed between Black Friday and New Years Eve will be shipped out within 2 business days.

Due to the fact that we ship with third party couriers such as FedEx or UPS, we cannot guarantee that an item will be received during the exact time frame it is anticipated. During rare instances (acts of God, extreme weather, interrupted shipping times, delay in transit or natural disasters that cause shipping delays), we may provide customers an exchange of the same product. Please email us at concierge@imperiacaviar.com within 24 hours to submit your exchange request.

Holidays

Due to courier limitations, we are unable to ship packages for delivery on the following holidays or the day after: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.

Saturday Delivery

For any special requests for Saturday delivery, we encourage customers to contact Imperia Caviar at - concierge@imperiacaviar.com Please note that not all addresses have Saturday Delivery option available. You can email us prior to placing your order on Friday, and we will check your exact delivery address. 

Changes to Shipping Information

Please note, if the delivery address needs to be changed after the order is shipped, the order delivery will be delayed by one extra business day due to courier processing delays. The customer accepts the responsibility for the delay and is no longer eligible for replacements or refunds if the caviar arrives late and/or warm.

Future Delivery Option

We will do everything we can to deliver your order on the date requested. We highly recommend scheduling delivery 2-4 days in advance of your event. Please do NOT schedule delivery for the DAY OF your event.

Signature Upon Delivery Option

Please enter your request to require a signature upon delivery in it in the ‘order notes’ field at checkout.

An adult must be available at time of delivery to sign, or your package may be returned. We do not give refunds for returned or delayed packages due to missed signatures. 

 Cancellation Policy

Changes or cancellations to orders must be made at least 1 day (by 1pm PT) in advance of the receipt date, and may be made by email at concierge@impariacaviar.com or by phone at 323-991-9232.

If you need to cancel an order for which you have received a shipping confirmation, please call us before 3PM PT to inquire if this is still possible. 

Orders cannot be canceled once shipped. 

 

IMPORTANT!

Please inspect your package and products as soon as they arrive at your door!

If your package has arrived damaged or tampered with, please contact the carrier (UPS or FedEx) and our Customer Service Department. Any delay in contacting the carrier and our Customer Service Department makes it more difficult to file a claim.

 Please keep ALL packaging and items EXACTLY AS THEY ARRIVED.



Storing Caviar

Being a raw product packed without any preservatives besides salt,  our caviar has a very limited shelf life. 

We recommend storing unopened tins of caviar in the coldest part of your fridge along with refrozen ice packs and consuming it within 1 week of delivery. Stored properly, unopened caviar will last up to 3 weeks. For your reference, please also check the best by date on the back side of each tin in your order.

 Once the tin is opened, we highly recommend consuming it within 48 hours for the best flavor and texture.

 Ideally caviar should be stored at 28-32 degrees Fahrenheit. Home refrigerators tend to reach 36 degrees Fahrenheit which is why we recommend refreezing and storing the ice packs with the tins in the fridge.

Please note that we do not recommend freezing the caviar itself.

 Opening a tin of caviar

 If you do not have a tin opener you can use the back part of a spoon or a knife. Insert the tin opener between the lid and the tin ridge and twist away from your body so that the two parts spread open. The tins are vacuum-sealed and require some effort to open.

We hope this video will help! 

 If you do not have a tin opener when you place your next order, remind us and we will send you a tin opener.

 

Imperia Caviar - 10100 Santa Monica Blvd, Suite 300, Los Angeles, CA 90067 - (323) 991-7087

Imperia Caviar Pop Up - 10250 Santa Monica Blvd, Los Angeles, CA 90067

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