[3pack] Nuldam Fiber-Boost Jumbo Macarons✨

1. Order Processing Time

• All orders are processed within 1–2 business days.
  
• Delays may occur during national holidays.
  
• A tracking number will be issued once the shipment is dispatched (typically 2–3 days after order placement).
  

2. Shipping Carrier & Methods

• Orders are mainly shipped via OnTrac, using Next-Day Delivery service.
  
• The assigned carrier may change depending on operational conditions.
  

3. Shipping Rates

• The standard shipping fee is $13.50.
  
• Shipping fees may be discounted or waived depending on the order value.
  

4. Shipping Coverage

• We currently ship only to California Zone 2 (ZIP codes starting with 90, 91, 92).
  
• Orders placed from outside these ZIP code ranges may be automatically canceled due to the risk of thawing during transit.
  
• We do not recommend or support deliveries to other California regions at this time.
  

5. Order Tracking

• Tracking information is provided once the package leaves our fulfillment center.
  
• Delivery status and delays depend on the carrier’s operational timeline.
  

6. Failed Delivery & Incorrect Address

• Customers are responsible for providing accurate shipping information.
  
• If the package is returned due to an incorrect or incomplete address, the customer is responsible for:
  
  Re-delivery shipping fees
  Any charges incurred due to carrier return
  
• If the package is returned due to incorrect address, re-shipment fees will apply.

7. Cold Chain & Perishable Items Policy (Mandatory)

• Our products are frozen and perishable.
  
• Due to safety and hygiene regulations:
  
  Perishable products cannot be reshipped once delivered.
  
  Carrier-confirmed delivery is considered completed delivery.
  
  We are not responsible for quality issues that occur after the carrier’s delivery scan, including thawing due to late retrieval.
  
  
• However, in the case of product defects or damage upon arrival, customers may request a refund or replacement.
  
• Already delivered defective items must be disposed of by the customer (return is not accepted for frozen items).
  
  To request support:
  Provide photos of the issue via text message to +1-310-928-9334, or
  Email photos to global@joinandjoin.com.
  
  

8. Cancellation Due to Ineligible Shipping Area

• Orders placed outside California Zone 2 (ZIP 90–92) may be canceled automatically for product safety reasons.

1. Return & Refund Eligibility

• Due to the nature of frozen and perishable food products, returns for change of mind are not accepted.
  
• Refunds or replacements are only available in cases of:
  
  Incorrect item received
  Product damage upon arrival
  Manufacturing defects
  
  
• Photo evidence is required for all refund or replacement requests.
  

2. Return Request Window

• Customers must submit a refund or replacement request within 7 days of receiving the order.
  
• Requests submitted after 7 days will not be eligible.
  

3. Refund Method

• Approved refunds will be processed to the original method of payment.
  

4. Processing Time

• Refund or replacement processing takes 3–7 business days after approval.
  

5. Non-Returnable / Non-Refundable Items

The following cases are not eligible for return or refund:

• Clearance or promotional items
• Requests submitted after 7 days of delivery
• Items stored improperly by the customer, based on product handling instructions
• Opened or used products
  

6. Carrier Responsibility for Transit Damage

• We do not provide compensation for damage caused during transit.
  
• All transit-related damage must be resolved through the carrier’s claim process.
  
• Nuldam will assist by providing necessary documentation upon request but does not issue direct reimbursement for carrier-caused issues.
  

7. How to Submit a Claim

To request a refund or replacement (eligibility cases only):

• Provide clear photos of the issue, and
  
• Contact us via either of the following:
  
  Text message: +1-310-928-9334
  Email: global@joinandjoin.com

Requests without photo evidence cannot be processed.