Shipping Policy | CIBO Excellence
CIBO Excellence LLC Shipping & Return Policy
At CIBO Excellence LLC (“we,” “us,” “our”), we are committed to ensuring food safety and delivering high-quality products to our customers. Our shipping and return policy reflects this commitment and complies with U.S. laws and regulations.
1. Food Safety and Quality
Food safety is our top priority. All products are packaged using FDA-compliant, food-grade materials and handled according to FDA guidelines. We take every precaution to maintain optimal quality during shipping, including the use of temperature-controlled packaging when necessary. Each product is labeled with clear expiration dates to guarantee transparency and freshness.
2. Shipping Methods
We offer multiple shipping options to meet the needs of our customers. For standard shipments, USPS Ground Advantage™ delivers within two to five business days and includes tracking. Customers looking for faster service, especially for temperature-sensitive items, can choose USPS Priority Mail®, which provides delivery within one to three business days, along with tracking and $100 insurance coverage. For local customers, we also provide the option to pick up orders at Perusia Restaurant in Waldwick, New Jersey. Pickup orders are typically processed within 24 hours and stored in temperature-controlled conditions at no extra cost.
3. Order Processing
We process all orders within one to two business days to ensure timely delivery. Orders requiring special handling for temperature-sensitive items are carefully managed to preserve quality. A small handling fee of $0.99 is applied to cover the cost of packaging materials. Customers are notified via email at every stage of the shipping process, from order confirmation to delivery.
4. Geographic Restrictions
Shipping is available only within the continental United States. Unfortunately, we cannot ship perishable items to P.O. boxes due to their sensitivity. Certain states may impose restrictions on food imports, and we may limit shipments seasonally to account for extreme temperatures.
5. Returns and Refunds
For the safety of our customers, we do not accept returns on opened or perishable products. However, we will issue refunds or replacements for products that arrive with damaged packaging, incorrect items, or expired goods. To request a refund or replacement, claims must be filed within 24 hours of delivery and include photo documentation of the issue. Please note that original shipping costs are non-refundable.
6. Damaged or Lost Packages
We understand that issues may arise during shipping. Any damage must be reported within 24 hours of delivery and supported by photo evidence. For lost packages, claims must be filed within seven days of the expected delivery date. Depending on the circumstances, we may offer a replacement or refund. For shipments covered by USPS insurance, we will handle the claim process on your behalf.
7. Customer Responsibilities
To ensure the smooth delivery of your order, it is your responsibility to provide accurate shipping information and to be available to receive perishable items. Upon delivery, we ask that you inspect your package and report any issues within the timeframes outlined in this policy. Proper storage of the products upon receipt is essential to maintain quality and safety.
8. Force Majeure
We are not liable for delays or damages caused by circumstances beyond our control, including extreme weather conditions, natural disasters, USPS service disruptions, or other unforeseen events.
9. Shipping Costs
Shipping costs are calculated at checkout based on the weight of your order, destination, and chosen shipping method. Special handling requirements may also affect the final cost. Rates are subject to change without notice, though bulk orders may qualify for discounted rates.
10. Customer Service
If you have any questions or concerns about shipping, please contact our customer service team via email at info@ciboexcellence.com. We and aim to respond to all inquiries within 24 hours.
11. Legal Compliance
This policy complies with FDA food safety regulations, USPS shipping requirements, New Jersey state food laws, and all relevant federal guidelines for food handling and transportation.
12. Updates to This Policy
We reserve the right to update or modify this policy at any time. Any changes will be posted on our website at ciboexcellence.com. The latest update to this policy was made in January 2025.
CIBO Excellence LLC
1800 West Loop South Ste 1600
Houston, Texas 77027.