We aim to provide a great experience every time, but even we can experience the off day occasionally. The best way to guarantee a great experience is to review our shipping guidelines and keep them in mind when placing orders.
If you have an issue that isn’t covered below, please reach out to our team and we’ll help work through a solution.
Shipping Accuracy Check your addresses carefully! Our delivery guarantee extends only to correctly addressed orders. We cannot guarantee the condition of the package if the delivery service has to reroute. We guarantee delivery only to the provided address confirmed on the order acknowledgement. If you are not home and are not reachable via phone, text or email then we will return your order to our central kitchen in Wong Chuk Hang, You may collect it at no extra charge or we can delivery it again the next available day but will charge you the appropriate delivery fee again.
Refunds and Replacements Due to the perishable nature of our product, if you have a reasonable and viable claim against the product then you must contact us within 24 hours from receiving your order with a detailed explanation and photograph of the issue. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer. We will not offer a refund or replacement if you the customer have placed the wrong order or have not specified a certain cut or size of portion as the website product description may ask you to do. A product that has been sent chilled will not be refunded or replaced if it has been frozen.
Handling and Freshness All products are shipped, chilled or frozen from our warehouse.
Please chill or freeze the products immediately upon receipt. Products must remain chilled or frozen until they are ready to be consumed. Failure to report spoilage within 24 hours of receiving the order will be at the loss of the consumer. Other defects must be reported within 2 days from receipt of order. We are committed to using only the highest quality ingredients.
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