Shipping policy

Shipping & Local Delivery Policy

At Grandma’s Kimchi, we take great care in preparing, packaging, shipping, and delivering our kimchi so it arrives fresh and ready to enjoy. Because our kimchi is a perishable, refrigerated food product, please review the following information before placing your order.

Order Processing & Fulfillment

Our kimchi is freshly made to order each week. Orders placed by 11:59 PM Saturday are prepared the following Monday and fulfilled on Tuesday.

Orders placed after the Saturday cutoff will be prepared during the following production week.

For shipped orders, the shipping date is the date your order is handed over to the carrier and is not the same as the delivery date. Transit and delivery time begin after the carrier receives your package.

Estimated processing, shipping, transit, and delivery dates displayed on our website, at checkout, or by a carrier are estimates and are not guaranteed.

Once a shipped order has been handed over to the carrier, tracking information will be sent to the email address provided during checkout.

Shipping and local delivery are available only to eligible locations shown at checkout. Availability may change at any time.

Refrigerated Shipping

Grandma’s Kimchi is a perishable product that requires refrigeration. Shipped orders are packaged for refrigerated transport using insulated packaging and cold packs.

Cold packs may be partially or fully thawed by the time your package arrives. This alone does not necessarily indicate that the product is unsafe.

Please retrieve your package promptly after delivery and refrigerate your kimchi at 41°F or below as soon as possible.

Carrier Delivery

Delivery dates and transit times displayed at checkout or provided by a shipping carrier are estimates and are not guaranteed.

Once a package is in transit, circumstances outside our control—including weather, carrier disruptions, transportation delays, and other unforeseen events—may affect delivery.

We recommend monitoring your tracking information and making arrangements to retrieve your package promptly after confirmed delivery.

Grandma’s Kimchi is not responsible for deterioration resulting from a package being left unattended or not properly refrigerated after confirmed delivery.

Local Delivery

Local delivery is available to eligible addresses within our designated delivery area. Eligibility is determined by the delivery address entered at checkout and may change at any time.

Local deliveries are made on Tuesdays. Orders placed by 11:59 PM Saturday are prepared the following Monday and scheduled for delivery Tuesday. Orders placed after the Saturday cutoff will be prepared and delivered during the following production week.

Local orders are transported in insulated bags with cold packs. Because kimchi is a perishable, refrigerated food product, customers are responsible for retrieving their order promptly after delivery and refrigerating it at 41°F or below as soon as possible.

Customers are responsible for providing a complete and accurate delivery address and all applicable information needed to access the delivery location, including apartment or unit numbers, building names, gate codes, lobby or door codes, call-box instructions, and any other relevant access information. Customers are responsible for ensuring that all information provided is current, accurate, and functional.

If we are unable to access the delivery location because of an incorrect or non-working access code, a locked or inaccessible building, missing or incorrect delivery instructions, or another access issue, we may attempt to contact the customer using the contact information provided with the order. Customers are responsible for being reasonably reachable during delivery.

If we are unable to reach the customer or safely complete the delivery due to an access issue or another circumstance outside our control, the order may be considered an unsuccessful delivery attempt. Because our products are perishable, redelivery, refunds, replacements, and store credits are not guaranteed following an unsuccessful delivery attempt. Additional delivery charges may apply if redelivery is offered and can be arranged.

Delivery addresses cannot be changed once an order is out for delivery. Please ensure that the delivery address and all access information are correct before the scheduled delivery.

A delivery may be documented by a delivery notification, photograph, or other delivery record when available.

Once an order has been successfully delivered to the address provided with the order, Grandma’s Kimchi is not responsible for loss, theft, or deterioration occurring after delivery, including deterioration caused by the order being left unattended or not refrigerated promptly.

If your local delivery arrives damaged or you have concerns about the condition or safety of the product at the time of delivery, please do not taste or consume it. Contact us within 24 hours of delivery with your order number, a description of the issue, and photos when applicable.

Shipping Delays & Product Condition

Delivery dates and transit times are estimates and are not guaranteed. Weather, carrier disruptions, transportation delays, and other circumstances outside our control may affect delivery.

If your shipment is significantly delayed or arrives in a condition that causes concern about the safety of the product, do not taste or consume the product.

Please contact us within 24 hours of delivery and include your order number, a description of the issue, and clear photos of the product, packaging, and shipping materials when applicable.

Refunds or replacements due to carrier delays or other circumstances outside our control are not guaranteed.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping or delivery address at checkout.

Please carefully review your information before submitting your order. We cannot guarantee that an address can be changed after an order has been placed.

For local delivery orders, the delivery address cannot be changed once the order is out for delivery.

Grandma’s Kimchi is not responsible for orders that are delayed, misdelivered, returned, or cannot be delivered because of an incorrect or incomplete address or other incorrect information provided by the customer.

Refunds, replacements, store credits, and redelivery are not guaranteed in these circumstances. Additional shipping or delivery charges may apply if another shipment or delivery is offered and can be arranged.

Unattended, Refused, Unclaimed, or Stolen Orders

Because our products are perishable, customers are responsible for promptly retrieving and properly refrigerating their orders after delivery.

Grandma’s Kimchi is not responsible for deterioration resulting from an order being refused, left unattended after confirmed delivery, not retrieved in a timely manner, or not properly refrigerated after delivery.

Once an order has been confirmed as delivered to the address provided with the order, Grandma’s Kimchi is not responsible for loss or theft occurring after delivery.

Refunds, replacements, and store credits are not guaranteed for unattended, refused, unclaimed, or stolen orders.

Damaged, Missing, or Incorrect Orders

If your order arrives damaged, an item is missing, or you receive an incorrect product, please contact us within 24 hours of delivery.

Please provide your order number, a description of the issue, and clear photos of the product and packaging when applicable.

We may request additional information reasonably necessary to investigate the issue and determine an appropriate resolution.

Shipping & Local Delivery Charges

Shipping and local delivery charges, when applicable, are displayed at checkout before payment.

From time to time, Grandma’s Kimchi may offer free or discounted shipping or local delivery based on order value, delivery location, or other promotional conditions. Eligibility requirements and thresholds may change and will be displayed on our website or during checkout when applicable.

Unless otherwise stated, the order subtotal used to determine eligibility for free shipping or free local delivery is calculated before taxes and after applicable discounts.

Food Safety & Customer Responsibility

Proper refrigeration is important to the quality and safety of our products.

After delivery, customers are responsible for promptly retrieving and properly storing the product according to the storage instructions provided with the product.

Keep refrigerated at 41°F or below.

If you are uncertain about the condition or safety of a product when it arrives, do not taste or consume it. Contact us within 24 hours of delivery so we can review the issue.

Grandma’s Kimchi is not responsible for deterioration or other product issues resulting from improper handling or storage after delivery, including failure to retrieve or refrigerate the product promptly.

Returns & Refunds

Because kimchi is a perishable, refrigerated food product, all sales are final. We do not accept physical returns or exchanges.

If an order arrives damaged, incorrect, or in a condition that raises a food-safety concern, please contact us within 24 hours of delivery with your order number and photos when applicable.

Any refund, replacement, or store credit that Grandma’s Kimchi may voluntarily provide does not create an obligation to provide the same resolution in other circumstances.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.