My package is missing or delayed, what do I do?

We're sorry to hear that you're experiencing an issue with your shipment.

Before contacting us, we recommend reviewing the tracking information provided by the carrier and checking with household members, neighbors, building management, mailrooms, or reception desks to determine whether the package may have been accepted on your behalf.

If you are experiencing a delivery issue, please navigate to our Help Center and select "Submit a Request." Complete the Delivery / Shipping Issue form and select the issue type that best matches your situation:

• Late Delivery – Your package has not arrived by the expected delivery date.
• Lost Package – Your package appears lost while in transit.
• Marked Delivered But Not Received – Tracking indicates delivery, but you cannot locate the package.
• Delivery Exception – Tracking indicates a carrier issue, delivery interruption, returned-to-sender status, address-related problem, or other shipping-related issue.

Please note that a one-day carrier delay does not necessarily mean that your caviar or other perishable products have been compromised. Our perishable shipments are packed using insulated packaging and cooling materials designed to maintain product quality during transit. In many cases, caviar remains safe and fresh after a one-day delay, provided it arrives cool to the touch upon delivery.

If your package arrives after a delay and the product feels cool to the touch, it is generally safe to refrigerate and enjoy. If the product arrives warm, appears damaged, or you have concerns regarding its condition, please submit a separate request through our Help Center using the Damaged / Perishable Items form and select the issue type that best describes your concern.

Please include your order number, tracking number, and any additional details that may assist our investigation. Our Customer Service team will review the information provided and work with the carrier as needed to resolve the issue.