Customer Care
Shipping & Returns
Packed the day it leaves us. Handled like the food it is.
Delivery timelines
Orders placed before 11am PT ship the same business day. We do not ship perishables on Thursdays or Fridays, to avoid weekends in transit.
| Method | Applies to | Transit | Cost |
|---|---|---|---|
| Standard Ground | Shelf-stable jars | 3 – 6 business days | $12 · Free over $150 |
| Expedited | Shelf-stable jars | 2 business days | $24 |
| Chilled Overnight | Confit, short rib, cured fish | Next business day | $38 |
| Founder's Collection | Numbered wooden case | 5 – 8 business days | Included |
| Society Shipments | Monthly membership boxes | Ships the 3rd of each month | Included |
| International | Shelf-stable only | 10 – 21 business days | Quoted at checkout |
Cold-chain handling
Chilled items travel in insulated liners with phase-change gel packs, rated for 36 hours. Arriving cool to the touch is normal and safe; refrigerate immediately. If a chilled parcel arrives warm, or the gel packs are fully thawed, do not consume it — photograph the parcel and contact us within 24 hours and we will replace or refund it in full.
Returns policy
- Opened perishable goods cannot be returned. For food-safety reasons we cannot accept, resell or refund any jar whose seal has been broken, except where the product is defective or arrived compromised.
- Unopened, shelf-stable items: 30 days. Request a return within 30 days of delivery. Items must be unopened, seals intact, stored below 75°F and away from direct light. Refunds are issued to the original payment method within 5 business days of receipt, less return shipping.
- Limited and numbered releases are final sale. This includes the Founder's Collection and any batch marked as a limited release.
- Damaged or defective on arrival. Contact us within 72 hours with photographs of the parcel and the jar. We will replace the item or refund it in full, and we will not ask you to ship it back.
- Memberships. Cancel any time before the next billing date. Shipments already dispatched are not refundable.
How to start a return
Email bj@aeternusflavor.com with your order number and the batch code from the lid. We reply within one business day with a prepaid label where applicable. Please do not send anything back before receiving return instructions.