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Shopping FAQs - ONLINE HELP

How can I reduce my shipping charges?

All products on our site are divided in 3 categories: Perishables, Semi Perishables and Non-perishables. The shipments with Perishable products are required to maintain the lowest possible temperature without freezing and can only sustain short transit times. Therefore it can only be shipped with delivery on the following day. We utilize either Overnight Express service or Ground service depending on your location. Overnight Express service is a costly proposition, but it is the only solution to transport the products you had chosen. Therefore we suggest for you to order more items in order to lower cost per pound.

Semi Perishable products can sustain longer transit times due to the advanced refrigerator technology and can be delivered via 2nd. Day service. It is the only safe way to transport products, which are required to maintain cold temperatures in order to avoid spoilage.

There is no transit limitation for Non-perishable products. FedEx offers competitive, fast delivery on all our Non-perishable products. By adding more products to the same shipment, you will significantly minimize cost per pound. Our customer service professionals continuously monitor every incoming order and will do their best to assist you in every way possible.

We strongly encourage you to contact us via phone or email us with any questions or suggestions you might have. We guarantee that your wishes will be heard and your desires will be satisfied.

Can you ship internationally?

Due to custom regulations perishable and semi perishable items are delivered only within the United States. Non-perishable items are available for international delivery. It is your responsibility to comply with all local laws and custom regulations of your country.

What are your guarantees for satisfaction and return policy?

All of our merchandise is guaranteed fresh. That's why it's important to inspect the contents of your order as soon as it arrives. We will not give out any credit if any unsatisfactory products have been partially consumed or discarded.

If there is a problem, you need to contact us within twenty four hours of receiving your order, so we can issue you an authorization code to return your items.

An authorization code is mandatory and no returns will be accepted without it. Once the claim is received by Russian Products and accepted, we will promptly reship your merchandise. Also, you need to retain all of the packaging in case you need to make a return.

Please Contact for return:
Phone: 800-608-7388
Email: info@russianproducts.com

What are your accepted payment methods?

We accept MasterCard, Visa, Discover, Diners Club and American Express. All of your personal information is safely sent over a secure encrypted 128-Bit connection. Also, you can place an order by telephone using our toll-free number: 800-608-7388.

What is your Privacy Policy?

We are very committed to our relationship with you. Your privacy is extremely important and therefore we don't share any personal information with outside third parties. We are verified by TRUSTe which is the Web's leading privacy watchdog. So, it's important to read the Privacy Policy.

Will my order arrive fresh?

Yes, because we always utilize the highest standards for shipping and you will always have your items arrive very fresh. We use the latest technological shipping process that has been refined for more than 20 years in e-commerce, mail-order and continues to remain very effective.

We reserve the right to ship your order within 72 hours of submission. This is done in order to coordinate the best possible transit time with our shipping partners.

How does my order remain fresh while shipping?

Advanced refrigerator technology will keep all perishable items, including caviar, at its freshest by maintaining the lowest temperature allowable without freezing. All items are packed with our freshest inventory. Styrofoam wrap and Isothermal packaging always keeps perishables fresh for over 48 hours. Since we ship to you within this time frame, you will receive the freshest products possible. As an added bonus you will get to keep a refrigeration system and gel packs for your future personal use. We utilize the special service used by FedEx for all of our perishable deliveries. That's why you can always be confident with every purchase. You'll receive FedEx's live track link, so you will know exactly where you're order is located from the time it leaves our building, until it arrives at your door. If the weather is bad, our dedicated team and FedEx will work together to effectively re-route your shipment.

Will I get exactly the same food I see on the picture?

The images of the products represent an actual product at the time of taking. It does not convey the packaging neither the specific manufacturer's representation of the product at the time of shipping.

How are the cakes shipped?

The cakes are shipped frozen with the safety plastic stacks positioned on the top. It is customer's responsibility to remove the stacks before serving the product.

Do you ship to PO Boxes?

No, we're not able to ship to any P.O. Boxes

I'm living in Alaska, Puerto Rico or Hawaii, can I receive an order?

Yes. However, there will be a $15 surcharge to ship to these locations.

Do I have to be there to sign for my delivery?

No, you don't have to be there to sign unless you specify to us that you require a signature during checkout. However, all alcohol deliveries must be received and signed by an individual 21 years of age or older.

Are there shipments on major holidays?

No. We don't make deliveries on any of these holidays: President’s Day, New Year’s Day, Independence Day, Memorial Day, Thanksgiving, Christmas, Labor Day. Also, we cannot make any overnight deliveries for Monday.

What are the delivery days for my order?
 
Perishables:           Tuesday – Friday
Semi Perishables:   Wednesday-Friday via 2nd Day Air
                             Tuesday – Friday via Overnight Express or FedEx Ground
Non-Perishables:     Monday – Friday

Please note: Orders consisting of Perishable or Semi Perishable products placed on Wednesdays after 12:00pm. will be shipped the following Mondays unless FedEx Overnight Express service is selected. In which case, you will receive the shipment on Fridays or Saturdays. Orders of Perishables and Semi Perishables usually processed the next day after submission due to the preparation time involved.

Why can't I receive an overnight delivery on Monday?

All shipping services we use are closed on Sunday for shipping. We don't want any perishable items sitting in transit on Sunday to be shipped out the next day.

How can I track my order?

All FedEx shipments have a tracking link, so you know exactly where your package is at all times. If we are delivering your order locally, we will know exactly where our delivery persons and your shipment are at all times.

Do champagne and wine orders ship differently?

Yes. We have your order shipped exclusively by our wine partner and their distributors in each specific state. It will be shipped separately from the other portion of your order. The person 21 years of age or older should be present in order to sign for the alcohol portion of the order.

What are champagne and wine shipping charges?

Champagne, wines and beer are shipped separately from the rest of the order. The shipping charges depend on the weight and/or volume of the order.

I have wine as well as other Russian Foods products included with my order, what's the shipping charge?

Shipping for champagne, wine and beer will be added in addition to any applicable shipping rates for Russian Products packages.

Perishable Items FAQ

Q: Will I receive an e-mail confirmation for my order?

Yes. If you order online, a member of our staff will email you to confirm the order.

Q: When can I expect my delivery?

FedEx Overnight Express deliveries generally arrive by 4:00pm the next day after shipping, but there is no guaranteed delivery time. FedEx 2nd Day Air deliveries generally arrive by 4:00pm on the second day after shipping.
FedEx does not provide any guaranteed delivery date or time for Ground shipments.

Q: Does someone need to sign for the package when it's delivered?

We do automatically authorize FedEx to deliver packages without a signature. This is to avoid the package being returned to a FedEx warehouse and redelivered at a later date. That said, we strongly urge that someone be present to accept the package. If you prefer to sign for your package, please remove the mark from the "Authorize drop off" box. The $3.00 signature request fee implemented by FedEx will be added.

In some instances, FedEx will exercise the right not to release without a signature (for example, a neighborhood appears unsafe or an apartment building has no access). We will not be held responsible for packages that were delivered late or spoiled because a recipient was not home and FedEx was unable to release.

Packages over $300 must be insured and a signature is required upon delivery.

If You give us the authorization to release the shipment without signature confirmation, we will not be held responsible for any missing or stolen packages.

Q: When shipping gift packages to either Alaska or Hawaii, do standard shipping rates apply?

No. Standard rates apply only to deliveries within the continental United States.

Q: Can I have my package delivered on a Saturday?

We do not deliver products on Saturdays.

Q: How are perishable items packaged?

We use high-quality insulated shipping boxes that are filled with ice packs or dry ice. Our packaging can maintain quality and freshness for up to 48 hours in transit.

Q: How can I make a change or cancel my order?

If you need to make a change or cancel an order, please call our customer service directly at: 800-608-7388. Once the order is placed and confirmed, there are no cancellations through the website.

Russian Products, Inc. | Ph. 800-608-7388