1. All sales are final
We do not accept returns and do notoffer refunds on orders that have been packed and shipped. Because our products are food — vanilla beans, spices, sugars, honey, extracts — we can’t restock anything that leaves our facility, and we don’t offer “change of mind” returns.
Please double-check your order (items, sizes, quantities, shipping address) before completing checkout. Once you receive your Square order-confirmation email, your order is queued for fulfillment.
2. Two exceptions where we’ll make it right
a) Your order arrives damaged in transit
If your parcel arrives with visible damage that ruined the product — a broken jar, spilled contents, contamination — email us within 48 hours of delivery at info@josiessweetcaviar.com with:
- Your order number (from your Square confirmation email)
- Clear photos of the damaged parcel and the damaged product
- A short note about what happened
Once we confirm, we’ll either ship a replacement of the same item at no cost or refund the affected item(s) to your original payment method — your choice.
b) We shipped the wrong item
If you receive something different than what you ordered, email us within 14 days of delivery at info@josiessweetcaviar.comwith your order number and a photo of what you received. We’ll cover the return shipping and send the correct item.
3. What’s not covered
- “It didn’t taste like I expected” — taste is subjective; small-batch products vary from harvest to harvest
- Opened packaging where the item itself is intact
- Items lost or delayed after being marked delivered by the carrier
- Damage caused by improper storage after delivery (e.g. leaving vanilla beans in the fridge, which dries them out)
- Requests made outside the timeframes above
4. Lost packages
If your tracking shows the parcel as lost or has not moved for 10+ business days, email us — we’ll open a claim with the carrier on your behalf. Outcomes depend on the carrier’s investigation.
We’re not responsible for packages marked delivered by the carrier but reported missing after that point (e.g. porch theft). We’ll help you file a claim with the carrier but we can’t refund or replace on our end.
5. Order cancellations
You can cancel an order for a full refund beforewe ship it. Email us as soon as possible after ordering. Once your Square account shows the order as “shipped,” we can no longer cancel it and the standard policy above applies.
6. Refund method
Approved refunds are issued to the original payment method used at checkout. Refunds typically appear within 5–10 business days depending on your bank or card issuer.
7. Your rights under Québec law
Nothing in this policy limits any right you have under the Québec Consumer Protection Act(CPA) or any other applicable law. If a product is defective or misrepresented, the CPA may entitle you to a remedy beyond what’s described above; contact us and we’ll work it out in accordance with the law.
8. Contact
For any refund or replacement request: info@josiessweetcaviar.com · +1 (514) 244-6629