Shipping and Return Policy
Dear customer, by placing an order on this site you agree on the “Terms and Conditions” stated in this section. If you have not agreed yet, then you will need to do so at the time of check out as part of our policy.
We are able to ship anywhere within the US and outside the USA and we encourage our international customers to inform themselves with special documentation or regulations for certain products that may be restricted or required a special permit in their countries before placing an order. For international orders quote please contact our Sales Team at Sales@venefood.com.
Our company gets informed by our common carriers on restricted goods, but each country is different and we are not able take responsibility for items held at customs or returned for being banned/restricted in that country.
All of our orders are shipped out of our Distribution Center located in Miami, FL, Zip Code 33186 therefore your packages will show this information on the sender portion.
In our site you will find different products category and most of them are sensitive to heat, to the way they are handled and most important to the time during transit. Our orders are shipped in special insulated boxes/liners for perishable items, this to keep the freshness of the product by assuring they are being transported at a proper temperature during transit, which could take in most cases 2 to 3 days for US customers. Besides shipping in special boxes/liners, and depending on the item we are shipping, we also add refrigerated foams or gel packs to maintain goods in perfect conditions. Your satisfaction is our number one priority.
When ordering Perishable items, such as our Cheeses, we add an extra charge of $5.00 to each order to cover the special packaging of this product, and is the only way we guarantee the products condition until the time it arrives to destination, while product is shipped within the USA. For overseas customers ordering this product we would need to calculate this cost after a shipping address is provided in order to determine how much protection we need to add to the packaging.
We will always recommend the fastest carrier when ordering Cheeses, specially our frozen products, where we will always recommend a Next Day Shipment to guarantee its freshness, and avoid using Shipping Options with over 2 Days transit for Frozen Products and over 3 days transit for Cheeses and other Refrigerated items (Non Refrigerated Goods service), since time frames are not guaranteed, this is to ensure a faster delivery and avoid having the product expose to the changes of temperature and spoil it. Please keep in mind how sensitive is the product you are ordering, however, this decision/choice is yours and we will proceed as demanded in majority of the cases, however VENEFOOD USA reserves the right to decide what is best for your order regardless the option chosen by the customer, nevertheless we will make every attempt to keep the shipping method selected by the customer, we will also reserve the right to change such method in the event of having orders placed late that week, carriers schedule/pick up times and other circumstances.
We avoid shipping packages on Thursdays or Fridays this way we don’t have weekends interruptions. We will notify our customers once orders are shipped, providing them with a tracking number to follow your product in every stage. If orders are received late on the week we will move the shipping to the following Monday. If your order is received on a Wednesday and taking into consideration that we need at least 24-48 hours to prepare your package since orders are processed in the way they are received, your order will be shipped the following Monday to avoid weekends interruptions.
For orders with up to 15LB we offer FREE SHIPPING within the US, however you could see a Handling charge of $5.99 in your order. Weight is calculated by our system in connection with common carriers, since they calculate shipments based on weight/volume. Please note we DON'T RECOMMEND using this shipping method if you are shipping refrigerated items, since this shipping option is "Ground" and mostly via USPS. We are not able to guarantee the freshness of refrigerated/frozen products if you select this shipping method. Some other exclusions apply when shipping beverages, where extra packaging to protect it is added to ship it and could affect its weight/volume by the time of shipping.
For Orders inside Florida most carriers will take one day to deliver your order, however this option is not always guaranteed. This time frame of delivery is counted once order is prepared and ready to shipped.
VENEFOOD USA only takes responsibility on claimed items under the following circumstances:
Wrong item was shipped. If we shipped an item different than the one you ordered, you are entitled to an exchange or a return. We will send you via e-mail a returned label to be printed, you will just need to drop it off in the nearest location of the carrier we will use for that matter. Once we receive a confirmation that item was shipped back to us, we will immediately ship the correct item, in case of an exchanged or return the funds to your credit card once the returned item arrives to us.
If you decide for any reason to return an item purchased in our site you will need to immediately contact us. For customers located in US, if you are intending to claim an item after 15 days from your purchase, unfortunately we cannot offer you a refund or exchange in that item. To be eligible for a return, the purchased item must be unused and in the same condition that you received it. The item must also be in its original packaging.
Perishable items are not eligible for being returned.
In order to start processing your claim we will need to receive the item back first, same will be evaluated and inspected and we will notify you when is received and the time to be allowed for us to process it and provide you with our determination. Please be aware that if an item is returned without specific and justified reason, we may apply a restocking fee of $10.00 if refund is granted.
Items which were bought “On Sale” are not entitled to be returned/exchanged, only regular priced items may be refunded after evaluation. Customer is responsible for the cost involved in returning the item to our facility. Shipping costs are non-refundable, therefore if you receive a refund from our company the cost of the return will be deducted from your claim and will not be part of the final return.
If you have any questions regarding this section, please contact us for further explanation. We thank you very much for choosing VENEFOOD USA.