1. My item(s) arrived damaged. What do I do?
We’re so sorry to hear this! Unfortunately we are unable to provide any assistance with orders that may arrive damaged due to carrier handling.
All products leave our facility inspected for any defects or damage.
We would however ask that you notify us of any damage or defect that may have affected your products during delivery, please send an email to "firstname.lastname@example.org" with your order number and share photos that include:
- A photo of the area of concern
- Two full shots of the product (from the side and overhead)
- A shot of the packaging/box
2. My order arrived thawed or warmer than expected
We take enormous pride in making sure that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume.
While we regularly conduct test shipments and adjust shipping speeds or packaging according to the season to mitigate the risk of shipping frozen foods, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.
In most cases, it is normal for our frozen products to partially or fully thaw in transit. You can read the Instructions on each product page to learn more about how it should arrive and how it should be stored upon arrival.
If you have additional questions about the condition of your order, or you believe that your order is not safe to consume, please contact our Customer Support team by sending an email to "email@example.com". Neither Cinnamon Snail nor Nuchas is responsible for orders that are damaged due to extreme seasonal temperatures.
3. I sent my order as a gift and the recipient was not available or didn’t open the package in time
Customers are responsible for notifying their recipients that a perishable item is on the way, and for confirming that they are available to receive a package.
Neither Cinnamon Snail nor Nuchas is not responsible for packages reported damaged due to a delay in opening and properly storing the package’s contents upon delivery.
4. I received my package as a gift and it arrived damaged or incorrect
We're so sorry for the trouble with your gift!
Unfortunately we are unable to provide any assistance with orders that may arrive damaged due to carrier handling. However, for any incorrect orders, please contact our Customer Support team by sending an email to "firstname.lastname@example.org" within 3 days of delivery with the order number listed on your packing slip as well as details and photos of the incorrect items.
Please share photos that include:
- Two full shots of the product(s) (from the side and overhead, please make sure that the corners of the products with the identifiable letter are visible)
- A shot of the packaging/box
We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue, and receive their authorization for any further activity on their account.
5. What is your Return Policy?
All items are final sale. Due to the perishable nature of our products and that we ship everything with dry ice, we are unable to accept any returns or accept any cancellations after 12 hours of an order being placed.