Terms and Conditions
ORDERING AND PAYMENT
We are open for business 24/7 when ordering online. We also employ a staff of customer service representatives who are available to answer your questions and assist you with orders Monday – Friday from 8:00 am – 7:30 pm eastern time, excluding national holidays. Between November 15 – December 30 we also maintain customer service hours most Saturday’s and Sunday’s from 10:00 am – 4:00 pm eastern time. We accept all major credit cards for payment, as well as payments with PayPal. We do not accept payments by check at this time. If you have any problems using your credit card to complete an order, please call us at 0030 697 0123 722 or email us [email protected] and we’ll be happy to assist you.
We sell a number of products that are priced by the kilo shipped. You’ll be able to easily notice these, as it will show the price per gr or kg on the product detail page, your shopping cart, and in your order receipt. Any product priced by the kilo shipped is charged by the stated price per kg by the actual weight of the item shipped. All of these priced per kg items vary in weight, just like different cheese do when you buy them at the grocery store. We do provide estimated weight ranges, but even these can vary further at times – we do our best to provide items within the weight range. If you need a very specific (or minimum) amount of an item shipped please email us after placing your order with instructions, or include it within the order notes found on the Your Order page.
When placing your order, we will be authorizing your credit card based on the total stated amount in your order summary. Your order will then be charged when it ships. If your order contains products priced by the kilo, your final charge to your credit card may be more or less than this initial order summary total, as you are being charged based on actual weights being shipped.
If you choose to pay with PayPal, an additional fee may be initially assessed to you order to cover any potential for weight variation in your order for products priced by the kilo. Once your order is shipped, your PayPal account will be automatically credited based on any differences. Should larger weights ship than what was anticipated for originally, you will be sent a PayPal payment request for the remaining balance.
WHERE WE DELIVER
We deliver perishable food and non-perishable items in Europe, United States of America, Canada, Russia, Turkey, Israel, United Arabic Emirates, South Africa, Australia.
SHIPPING TO AN APARTMENT, CONDO, OR GATED HOME
If you are shipping to an apartment building or condo, the shipping carrier will not leave the package outside of your door. If you have a doorman or reception that typically receives packages the shipping carrier may leave the package with them. We cannot be responsible for a package if it is delivered to an apartment or condo and then not left at the door because nobody is home to receive the order. Also note that any order above 700 euros probably will require a signature, and someone must be home to receive the shipment.
If you are shipping to a gated home, you must make sure that someone is available to open the gate when the shipping carrier arrives, as packages will not be left at the front of the gate. We cannot be responsible for packages that are not left at a gated home because nobody is at the residence when the delivery is made.
SIGNATURE RELEASE OR SIGNATURE REQUIRED OPTION
Although we do provide the option for you to select whether you want an order to be left at the door if nobody is home to sign for it, the decision to leave the package or not is at the sole discretion of the shipping carrier’s delivery driver. If you are delivering to an apartment or condo that does not have a receiving area for packages, the carrier’s delivery driver probably will not leave the package outside of your door. We cannot be responsible for packages that are not left due to the named circumstances above. Please take care in having orders delivered to an address where you know someone will be home. Packages over 700 euros in value will require a signature and someone will need to be home to receive it.
Packages are shipped using FedEx, TNT and UPS and we offer 2 shipping options, Priority Overnight, Ground and Saturday Delivery. Please note that Priority Overnight service and is not available in all areas, and an order that ships with a Priority Overnight service may arrive in the afternoon, depending on your delivery zip code, as determined by the company that ship the products. We cannot offer any shipping refund for packages that miss their estimated delivery time by the shipping companies.
ORDER FULFILLMENT TIME FRAMES
During checkout, you’ll see an order summary window on the top right that will provide an estimated shipping date for your order based on the items in your order. Each product’s detail page also provides information on the expected lead time to ship that item.
The order details screen on the top right of the checkout process pages provide an estimated shipping date that your order is expected to ship on. Please note that this is only an estimate. Each product’s detail page provides an estimate of the lead time typically required before the item can ship. Most of our products can ship the same day. Cut to order items will always take at minimum one business day before they can reach our cut room to be cut.
Orders containing non-perishable items can ship out Monday – Friday. Orders containing perishable items will ship out using FedEx, UPS, TNT Priority Overnight service on Monday or Tuesday. Also, please check the FedEx, TNT or UPS website to assure Saturday delivery is available to your zip code, as FedEx does not make Saturday deliveries to all zip codes in the United States and some other countries. In the event that your order contains an out-of-stock item, we will follow the guidelines you requested on the Shipping Information page during checkout. If your order does contain an out-of-stock order, this could delay the fulfillment of your order.
PRODUCT AVAILABILITY AND OUT-OF-STOCK ITEMS
We regularly update our site so it shows the current availability of items. However, as we do also service wholesale customers who can make large purchases at times, sometimes we may run out of stock of an item.
We hold the highest quality standards of freshness and quality. To ensure that you receive all your products in optimal condition, we carefully pack them in an insulated Styrofoam box with dry ice, or frozen gel packs, depending on the products included in the order. This packaging is designed to maintain full product freshness while in transit.
Our stringent packing methods and temperature control packaging allows our products to remain fresh and in their original condition even if ambient temperatures fall below zero or over 40 Celsius or 95 degrees Fahrenheit, regardless of carrier or transit times.
All orders that include perishable items require Overnight shipping. We strongly encourage that you or someone else be available at the delivery address to sign for the package and refrigerate perishable items upon delivery. You may choose for the package to be left at your door, but we cannot take responsibility should the items spoil while being left at your door. To safeguard against unforeseen and unlikely delays in the transportation process, part of the product may be frozen to preserve freshness. Some products have been subjected to thermal treatment to preserve their freshness and taste.
YOUR INFORMATION AND PRIVACY
INFORMATION YOU PROVIDE TO US
In the course of doing business with either by shopping on our website or by talking with our customer service representatives, you will willingly provide us with some personal information, such as your name, address, contact information and shopping choices. By providing this information to us, you authorize us to store this information, use it to complete the fulfillment of your order, use it to provide suggestions to make your shopping experience better, and for following up with communications regarding your order. We may also use this information for future marketing to you. At times we work with other third-party companies and we may share information about you with them, such as with delivery companies to complete the fulfillment of your order, or with companies in a cooperative marketing effort. Any credit card information you provide to us for completing your order is never shared with anyone and is only ever used to complete an order transaction. If you only wish to have your information used by us and for the fulfillment of your order and not shared with any third-party companies, simply email us to let us know.
INFORMATION WE COLLECT FROM YOUR SHOPPING EXPERIENCE
We may use third party advertising companies to serve ads (e.g., banners or links) on its behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is anonymous.
ORDER CANCELLATION / MODIFICATION
We will honor all order cancellation and modification requests as much as possible. However, we do pack many orders a day, and if your order has already been packed it may be impossible to cancel or modify it simply because it can be one box out of hundreds shipping out and we might not be able to find it. During November and December simply due to the sheer volume of holiday orders, we are not able to cancel or modify orders once they are placed.
We cannot accept returns of any perishable items. We just wouldn’t feel comfortable reselling a perishable food item that hasn’t always been in our control, and we hope you’ll feel comfortable knowing that you’re only ever going to receive products that are always within our control. Many other food companies do allow their customers to return perishable food items – that just doesn’t feel “right” to us. Do you want to eat a piece of truffle that was in a stranger’s house for a couple of days? We don’t! We can however accept the return of any non-perishable food item. If you are looking to make a return though you must contact us within 2 business days of receiving the product to request a return. Any returned merchandise can only be accepted if it is in perfect resalable condition.
DEFECTIVE OR DAMAGED MERCHANDISE
We take all measures possible to assure your order is received intact and in proper condition. Sometimes though the route to your house gets a bit more bumpy than anyone can control. In the event that you receive a defective or damaged product, please contact us immediately after receiving your order. Do not throw anything out or discard any items, as we may require them to be sent back. The easiest way to help us resolve any defective or damaged merchandise is to take a picture of the item and then email it to us [email protected] . Depending on the issue, order issues may be resolved with a replacement product being issued, a store credit, a credit to your order, or any other means we feel is appropriate.
Our products are subject to availability due to weather and seasonal variations. We reserve the right to make changes to its pricing to reflect changes in market supply. We pledge to make the customer aware of any changes as soon as it is possible.
Truffle Theory may assign all or part of this agreement without such assignment being considered a change to the agreement, and without notice to you. We are then released from all liability. The assignee shall have the same rights and obligations as the assignor and shall agree in writing to be bound by the terms and conditions of this agreement.
This agreement is the complete and exclusive statement of agreement between you and Truffle Theory, and supersedes and merges all prior proposals and all other agreements. In the event that any provision of this agreement shall be determined to be illegal or unenforceable, that provision will be eliminated to the minimum extent necessary so that this agreement shall otherwise remain in full force and effect and enforceable. Headings herein are for convenience of reference only and shall in no way affect interpretation of this agreement.