Due to the nature of sake, we do not accept alcohol returns. If for some reason your sake delivery was damaged or lost during shipping you have 5 days from the date of the delivery to notify us, and we will ship the product again or provide for an exchange of equal value at our discretion. If 5 days have gone by since your date of the delivery, we cannot, unfortunately, offer you a replacement or exchange. We do not offer any reimbursements if the aesthetics of the sake are damaged.
Shipping fees are usually never refundable once the package leaves our store. We charge a reshipment fee and possibly return fee if we are charged one, if your package has failed to complete delivery and is returned to us due to the driver not able to obtain a signature from someone 21 or older at the time of delivery.
Orders will be charged a restocking up to 65% if the order refuses to pay for the charges need for reshipment or if customers do not respond within 2 weeks. The difference will be refunded.
Depending on the situation, there maybe a cancellation fee.
All sales are final for any perishable items, or Namazake(Unpasteurized Sake). We have the right to deem which items are perishable. Although we do our best to warn you before purchase or ship out, you are responsible for the risks for purchasing and/or shipping perishable items. We will only offer a refund or replacement for broken or lost packages.
All orders placed as "Hold for Store Pick Up" must be picked up within 30 days. Any orders that are not picked-up within 30 days will be cancelled at our discretion.
Each item is carefully inspected by us and we make sure the packaging is secure before shipping. However, if you receive a damaged item, please report the damage to us immediately in order for us to start the claim filing process with a shipping carrier in a timely manner. Please note we are unable to take any damage reports by phone. Please also keep all the package and damaged item(s) as is until a responsible shipping carrier comes to pick up the entire package for damage inspection. If either the item or packing materials are thrown away without a shipping carrier’s permission and claim is denied subsequently, we are unable to take any responsibility for the damaged product. The damage report must be made to us within 48 hours from the delivered time. We are unable to take any responsibility for the damaged product if the damage report is made thereafter. We will ask for proof if investigation is needed.
Please contact us at (415) 355-9555 or email us at info@truesake.com to report damaged goods so we can as respond as quickly as possible.