Refund policy

All food products sold on CaviarHub.ca are final sale. Accessories can be returned as described below. All perishable products are guaranteed to be fresh on arrival. Please inspect your order as soon as it is delivered and report any issue within 24 hours.

Final Sale

  • For public health and safety reasons, all food products are final sale. This includes sturgeon caviar, fish roe, smoked fish, truffles, tinned fish, coffee, and all other food and pantry items.
  • Food products cannot be returned or exchanged. This does not affect your right to report a damaged, spoiled, missing, or incorrect item, as described below.

Accessory Returns

  • Unused accessories in their original condition and packaging can be returned.
  • Return requests must be made to Customer Care by email or live chat within 30 days of the purchase date. Approved returns must reach us within 45 days of the purchase date.
  • Returned accessories are subject to a 15% restocking fee.
  • We’ll provide a return shipping label. The cost of the label is deducted from your refund.
  • Original shipping fees are not refunded.
  • Refunds are issued once the returned item has been received and inspected.

Damaged, Spoiled, Missing, or Incorrect Items

If something is wrong with your order:

  • Report it to Customer Care by email or live chat within 24 hours of the carrier’s delivery scan. Issues reported after 24 hours are not eligible.
  • Include your order number and clear photos of the shipping box, the packing slip, every item received, and any damaged, spoiled, or incorrect item. For perishable orders, include photos of the ice packs and the products as they arrived.
  • Keep all products and packaging until your claim is resolved. Do not discard, consume, or return anything unless we ask you to. We may ask for more photos or for an item to be returned.
  • For approved claims, we will replace the affected items or issue store credit for them, at our discretion. Replacements ship at no charge, and no return shipping costs are deducted.
  • For late, lost, or delivered but not received packages, see our Shipping Policy.

Claims We Can’t Accept

  • Natural variation in caviar, fish roe, and truffles, including colour, size, and texture, within the range described on the product page.
  • Personal taste preferences.
  • Ice packs that are partially or fully melted, as long as the products are still cold to the touch.
  • Dented tins or scuffed packaging, as long as the seal is intact.
  • Products that were not refrigerated promptly after delivery, were stored improperly, or are past their best-before date.

We may decline claims, returns, or future orders from accounts with an unusually high number of claims.

Cancelling Your Order

To cancel an order, contact Customer Care by email or live chat.

  • Orders that have not yet entered picking and packing can be cancelled for a full refund.
  • Orders that are being picked or packed can be cancelled for store credit only.
  • Orders that have shipped can’t be cancelled.
  • Scheduled orders follow the cancellation rules in our Shipping Policy.

Refunds and Store Credit

  • Approved refunds are issued to the original payment method. Depending on your bank or card issuer, a refund can take up to 10 business days to appear.
  • Store credit can be used on any future order on CaviarHub.ca.

Payment Disputes

If there’s a problem with your order, please contact Customer Care before disputing a charge with your bank or card issuer, so we can resolve it directly. If a charge is disputed, we will provide the order details, tracking, and delivery confirmation to the card issuer, and we may decline future orders from that account.