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 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 refunded less a 40% restocking fee if the order refuses to pay for a reshipment fee.
All sales are final for any perishable items. 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 refunded less a 40% re-stocking fee.
We do not require proof that your delivery has been damaged or lost but will file a damage report with the delivery service once you report it. We will process your new shipment and/or provide credit for an exchange within five days of your contacting us about the issue. 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.
