Return and Refund Rules

At RussianFoods.com, we carefully pack and ship every order to help ensure that your products arrive safely and in good condition. Because many of the products we sell are food items, certain restrictions apply to returns and refunds.

If you have any questions or concerns about your order, please contact us at [email protected].

1. Order Cancellations

Orders cannot be canceled once they have been shipped or once a shipping confirmation and tracking number have been issued.

If you need to make a change to your order, please contact us as soon as possible. We will make every reasonable effort to assist you before your order is processed and shipped.

2. Food Products

Food products that are delivered in proper condition and match the items ordered are not eligible for return or refund.

Due to food safety and quality requirements, we cannot accept returns of food products simply because a customer has changed their mind or no longer wants the product.

Perishable Food Products

Perishable products are especially time-sensitive and are non-returnable when delivered in proper condition and in accordance with the order.

If a perishable product arrives damaged, spoiled, defective, or different from the item ordered, you must contact us within 24 hours of delivery.

Please provide:

• Your order number;
• A description of the issue;
• Clear photos of the product;
• Photos of the packaging and shipping box;
• Photos of the shipping label, if applicable.

We will review the information and determine whether a replacement or refund is appropriate.

If a perishable shipment is returned to us as undeliverable, refused, or because of an incorrect or incomplete address provided by the customer, no refund will be issued.

Non-Perishable Food Products

Non-perishable food products that arrive in proper condition and match the original order are non-returnable and non-refundable.

If you receive an incorrect, damaged, or defective non-perishable product, please contact us within 24 hours of delivery.

The issue must be documented with clear photos and sufficient information for us to review the claim. After reviewing the claim, we will determine the appropriate resolution, which may include a replacement or refund.

3. Damaged Products

If an item arrives damaged due to shipping or handling, please contact us at [email protected] within 24 hours of delivery.

To help us investigate the issue, please provide:

• Your order number;
• Photos of the shipping box from all sides;
• Photos of the shipping label;
• Photos of the product and its original packaging;
• Clear photos showing the damage;
• A brief description of what happened.

Please do not discard the damaged product, packaging, or shipping box until we have reviewed your claim and provided further instructions.

When applicable, we may use the information you provide to file a claim with the shipping carrier.

4. Incorrect or Missing Items

If you receive an item that does not match your order, or if an item is missing from your shipment, please contact us at [email protected] within 24 hours of delivery.

Please provide your order number, a description of the issue, and clear photos of the products and packaging received.

After reviewing the information, we will determine the appropriate resolution, which may include sending a replacement or issuing a refund for the affected item.

5. Return Request Requirements

When submitting a request regarding a damaged, defective, or incorrect product, please include:

• Order number;
• Date of delivery;
• Product name;
• Detailed description of the issue;
• Clear photos or videos showing the problem;
• Photos of the shipping box and packaging, when applicable;
• Your preferred resolution, if applicable: replacement or refund.

Complete information and clear photos help us review your request more efficiently.

6. Return Authorization

Returns are accepted only when specifically authorized by RussianFoods.com.

Please do not send any product back without contacting us first. Unauthorized returns may not be eligible for a refund.

If a return is approved, we will provide specific return instructions and, when applicable, a return shipping label.

If the return is required because of an error on our part, such as an incorrect item being shipped, we will cover the applicable return shipping costs.

7. Refund Processing

When a refund is approved, it will generally be issued to the original payment method.

If a return is required, the refund will be processed after the returned item has been received and reviewed.

Please allow up to 10 business days for us to process an approved refund after the applicable return or claim requirements have been completed.

After we issue the refund, your bank or payment provider may require additional time to post the credit to your account.

8. Sale and Discounted Items

Products purchased from the Sale / Discounted section are final sale and non-returnable.

This restriction does not prevent us from addressing an item that arrives damaged, defective, or different from the product ordered, provided that the issue is reported within the applicable 24-hour claim period.

9. Situations Not Eligible for a Refund or Return

A return or refund may not be available when:

• The issue is reported more than 24 hours after delivery;
• The product was delivered in proper condition and matches the customer's order;
• Required photos or other documentation are not provided;
• The product was damaged after delivery due to improper handling, storage, or use;
• The delivery could not be completed because of an incorrect or incomplete address provided by the customer;
• The customer refused delivery;
• A perishable shipment was returned as undeliverable;
• The package was confirmed as delivered but was subsequently lost or stolen after delivery;
• A food product was returned without prior authorization from RussianFoods.com.

10. Delivery of Perishable Products

Customers are responsible for promptly receiving perishable shipments and following appropriate storage instructions after delivery.

We strongly recommend that customers monitor their tracking information and make arrangements to receive perishable orders as soon as they are delivered.

Once a shipment has been delivered, proper storage and handling of the products are the customer's responsibility.

11. Shipping and Carrier Issues

After an order has been handed over to the shipping carrier, transportation is handled by the carrier according to the shipping service selected at checkout.

If a shipment is delayed, damaged, or lost during transit, please contact us as soon as possible. When applicable, we may assist with the carrier claim process.

However, RussianFoods.com is not responsible for carrier delays, losses, or damage occurring during transit that are outside our reasonable control.

12. Order Delivery and Risk of Loss

Risk of loss for an order passes to the customer upon delivery of the package to the shipping carrier.

RussianFoods.com is not responsible for loss, theft, or damage occurring after confirmed delivery, including packages left unattended at the delivery address.

Customers are responsible for providing a complete and accurate delivery address and for making appropriate arrangements to receive their order.

13. Contact Us

For questions regarding returns, refunds, damaged products, incorrect items, or delivery issues, please contact:

RussianFoods.com
Email: [email protected]

When contacting us, please include your order number so that we can locate your order and assist you as quickly as possible.