Asian Food Grocer Store Policies
Welcome to Asian Food Grocer! Our Store policies are listed for your information and to assist you in shopping. If you have any questions regarding these Store Policies, please contact our Customer Service at 1-888-482-2742 during normal business hours: Monday-Friday, 8:00am to 4:30pm, PST. For your convenience, we've included a video explaining our policies, in addition the the written policies.
A refund, or credit, for the cost of unopened merchandise, less a 15% restocking fee, will be issued when merchandise is returned within 10 days of receipt. Shipping cost will only be refunded if the return is due to an error made by Asian Food Grocer (AFG).
Please note: AFG is not responsible for items opened or damaged due to high pressure/altitude. These items will not be refunded or accepted for return.
Out of Stock Items
Due to AFG's large variety of items and constant volume of sales, occasionally, items listed for sale on the e-store may be out of stock. AFG will issue an immediate refund for items ordered but currently not in stock.
Products Damaged, Shipped in Error, or Not Received
- Products are free of damage and breakage when your order is shipped from our warehouses. Although Asian Food Grocer (AFG) products are packaged very carefully, damages may occur in transit or products may not reach their final destination. Please contact AFG if you receive a damaged or broken product, or if you have not received your order. You will be asked to provide proof by photo to firstname.lastname@example.org along with your order number attached, via email.
- Make sure to save all contents, including packaging, for FedEx to investigate on any damaged order. AFG will then submit a claim to the carrier for their investigation. The investigation may take up to two business weeks to complete. Replacement items will not be shipped until the claim process has been resolved.
- Shipping charges on the original order will be refunded or a credit given only if the merchandise is damaged in transit or was shipped in error.
Unopened merchandise may be returned within 10 days of receipt. Return shipping charges will be the customer’s responsibility. Returned items will be subject to a 15% restocking fee and original shipping charges will not be refunded.
Your order will usually ship within 2-3 days after it was placed to our website, depending on volume and time of submission, except on Saturday, Sunday and holidays. In specific circumstances, if your order does not ship by the next 2-3 days, Customer Service will notify you via email and/or phone explaining the delay.
Shipping is calculated based on the order weight and distance from our Richmond, CA warehouse. You may choose FedEx or USPS for your order shipping. FedEx Ground service can take up to 7 business days to arrive after the ship date. USPS Priority can take up to 3 business days to arrive. For USPS Parcel Post there is no guarantee on arrival dates (there is no tracking available for USPS Priority or Parcel Post deliveries). When shipping with FedEx, an order confirmation will be emailed to you with your FedEx tracking number. You may use the tracking number to check your order's progress at www.FedEx.com.
AFG is not responsible for incorrect information provided to us. A minimum $15 Change of Address fee will be charged if you change your shipping destination after your package is in transit. If your package has already been delivered, there will be additional charges for package pick-up and redelivery.
IMPORTANT: FedEx does not ship to PO Box addresses. You must choose one of the USPS shipping options if you want your order delivered to a PO Box. Orders shipped to Hawaii, Alaska, and Puerto Rico can only be shipped via USPS.
CANCELATIONS: Once an order has been placed "In Progress" and the order is moved to our warehouse for fulfillment, it cannot be canceled. It is near imposable to find an individual order when it is mixed with several 100 other orders. Please contact Customer Service if you wish to stop, or change an order In Progress. We will happily discuss all options with you.
Orders shipped to APO/FPO addresses can only be shipped via USPS priority. The package cannot be tracked after it enters the Military Mail System. Therefore, we are unable to determine the order delivery time. All orders shipped to APO/FPO addresses may take up to 60 days.
International orders will be sent via USPS, according to the transit time chart below. The customer is responsible for all duties and taxes upon delivery (usually 0-7%, depending on the distance from our Richmond, CA warehouse).
- Global Express Guaranteed: 1- 3 business days
- Express Mail International: 3- 5 business days
- Priority Mail International: 6-10 business days
FedEx does not guarantee delivery service 14 days before holidays; therefore, if your package does not arrive on time, AFG is not responsible and cannot be held liable. Request for refunds will not be honored.
You will see products throughout our site with temperature sensitivity warnings. These warnings refer to the ambient weather conditions which may occur while orders are being shipped cross country.
HEAT SENSITIVE - The various products that we carry were developed to melt in a person's mouth (around 98°F). If the product should melt before you get the chance to enjoy it, just place the product in average room temperature. The product will cool but, it will be stuck together. Melting does not affect the edibility of the product.
COLD SENSITIVE - Extremely cold weather conditions may cause this product to burst and spill during delivery. Asian Food Grocer is not responsible for items damaged due to weather conditions.
Orders paid with PayPal will not be shipped until the funds have been transferred to AFG’s account. All refunds will be returned to your PayPal account.
Shipping address information must be updated through PayPal. If you use PayPal at checkout, the address listed with PayPal is the destination for your order. AFG cannot be responsible for incorrect information provided to us. A $15 change of address fee will be applied if you change your shipping destination when your package is in transit. If your package has already been delivered, there will be additional charges for pick-up and redelivery.
Frozen Foods are available by 2nd day air! The Cold Pack used to refrigerate the product has a life of 72 hours which allows 2nd day air shipping, and you to save on cost.
Second Day Air is only available Monday, Tuesday and Wednesday to ensure the product reaches you within 72 hours.
When placing an order, you may select both frozen foods and non-frozen items for your shopping cart. You do not need to place separate orders for frozen food and other items. You will be charged FedEx 2nd day air shipping for your frozen foods and you will be charged FedEx Ground shipping for non-frozen food items; unless you choose to combine the products during checkout or change your shipping methods. Please note that all Frozen Foods must be shipped at least 2nd day air to ensure fresh arrival. Frozen orders may be upgraded to Standard Overnight at an additional cost.
AsianFoodGrocer (AFG) guarantees that all Frozen Food items that leave our warehouse arrive fresh. AFG ships Frozen Food orders the same business day if placed before 9 AM (PST).
DISCLAIMER: Please note that AFG cannot cover thawing issues, and all orders of natto that are placed in hot months are made at the customer's own risk. AFG will package the natto with ice packs, but cannot guarantee that the product will arrive in its original frozen state, and cannot issue refunds for natto that arrives thawed. Thank you very much for your understanding.
AFG currently only ships frozen food to customers residing in the continental United States. We DO NOT ship frozen food to Alaska, Hawaii, Puerto Rico, and APO/FPO destinations. FedEx is the carrier AFG selected to ship our Frozen Food items.
To minimize the freight charge per item, only bulk sales or bundled assortments of Frozen Food are available. This makes it more cost effective for you, our customer.
AFG sales promotions are only valid with online orders; AFG sales promotions are not valid with telephone orders.
For any questions, please email Info@AsianFoodGrocer.com or call Customer Service at 1-888-482-2742.