Damaged or Lost ShipmentsUpdated 8 months ago
Damaged or Lost Shipments
Specialty Food Source takes great care in packaging and preparing your order for shipment. Once an order has been fulfilled and transferred to the shipping carrier, risk of loss transfers to the customer, and the carrier assumes responsibility for the delivery.
If Your Order Arrives Damaged
Please inspect your delivery immediately upon arrival.
If you receive a damaged shipment:
Do not discard the product or packaging
Take clear photos of:
The damaged item(s)
The item(s) inside the box
The shipping box showing visible damage
Email [email protected] within 5 business days of delivery with:
Your order number
A brief description of the damage
The photos listed above
Failure to retain packaging or provide photos may impact claim eligibility.
If Your Order Is Marked Delivered but Not Received
If tracking shows “delivered” but you have not received your order:
Check the delivery location, nearby areas, and with neighbors or building staff
Confirm the shipping address on your order
Contact the carrier directly using the tracking number
If shipping insurance was not purchased, the customer is responsible for filing any claim directly with the carrier.
If shipping insurance was purchased, Specialty Food Source will assist with the claim once notified.
Shipping Insurance
Shipping insurance is optional but strongly recommended, especially for high-value, perishable, or temperature-sensitive items.
Without insurance: Specialty Food Source is not responsible for loss, theft, or carrier damage once the order is tendered to the carrier
With insurance: We will assist with the claim process and provide a replacement or refund once the claim is validated
Replacement Orders
Replacement orders are not automatically issued for damaged or lost shipments
Customers may choose to place a replacement order at their own expense while a claim is under review
If the original shipment is confirmed lost or returned to us, a refund for the product value may be issued in accordance with our policies
Important Notes
Carrier delays, weather events, theft after delivery, or incorrect address submissions are outside our control
Proof of delivery provided by the carrier constitutes successful fulfillment
All claims are subject to carrier and insurance provider review
For urgent or time-sensitive orders, we strongly recommend contacting us before placing your order to confirm availability and shipping estimates. You can reach us at [email protected] or (508) 941-8992.