Refund and Return Policy
We want you to be happy with your purchase. Our goal is to to fill your order accurately and deliver it in a timely manner. If your order arrived damaged, inaccurate (incorrect item(s), brands or quantities or missing an item) or you need to make a return, please be assured that our goal is to serve you.
Wrong Item or Missing Items
Please contact us promptly if your order arrived with the wrong item(s) or brand(s) or have been shorted some item. Please be sure to check the packing list in your box for details to make sure there aren't multiple shipments or if we had to cancel an item due to being out of stock.
NOTE: We must be contacted within 7 days of delivery date for these types of issues (wrong item, shorted item, etc). Please be sure to inspect all deliveries thoroughly upon arrival as sometimes items are wrapped carefully in bubble and paper and may be missed in the box.
Please read the information to follow if you need to make a return or your shipment arrived damaged or never arrived (see both lost shipments and three delivery attempts by shipper):
- Refund and Return Policies
- Damaged and Lost Shipments
- Three Delivery Attempts by shipper
- Refused Delivery
Refund and Returns Policies
You may return most new, unopened items sold by Pacific Rim Gourmet within 30 days of delivery for a full refund of the product price. Fresh produce is never returnable due to its highly perishable nature. Products accepted for return must have been delivered within 30 days of your notification to us that you would like to return the merchandise. No exceptions.
We reserve the right to charge a minimum 25% restocking fee on any Pacific Rim Gourmet items we agree to accept back for return. Please take special note of this when ordering large quantities, especially cookware.
How to Return an Item
Step 1. Contact us for a Return Authorization Number (RMA#) by e-mail. This number is necessary for ensuring that you receive credit quickly. Please provide the following information when you contact us for the RMA# so that we are able to better serve you:
- Original order number (if possible)
- Name of products being returned
- Reason for return
- Your name and contact information.
Step 2. Re-pack the goods securely. It is very important to write the RMA# on the outside of the box below our address. Returns without an RMA# on the outside of the box will be refused. Insure the product for the full value of the merchandise to protect against loss or damage.
Damaged or Lost Shipments
If you receive a damaged shipment or your shipment never arrives, please contact us so we can start the tracking/claim process. Because some carriers require an inspection of the damage, it is very important that you keep all packing materials and the damaged goods for two weeks.
You MUST inform Pacific Rim Gourmet of damaged package claims within 7 days of delivery of all damaged goods, or in the case of a lost package, within 30 days of the expected delivery date of the package as noted in the tracking information provided by the carrier. Please be sure to inspect all deliveries thoroughly upon arrival.
If you refuse delivery for your purchase, the items will be returned to us by the carrier. We will refund your order EXCEPT the shipping fees. Note: Fresh produce will NOT be refunded due to expiry nature of the product.