DAMAGE OR OTHER DISCREPANCY

Please open your package as soon as it arrives. All claims for shortages or damages must be reported to us within 3 days of delivery.

Important: Once your claim is reported, you have 7 days to provide all required documentation and photos to complete the claim process. Failure to provide the necessary information within this timeframe may void your claim.

If the issue is due to our error or shipping-related damage, we will replace the item at no cost. Refunds are not offered for damaged items — only replacements.

To begin the process, please complete our online claim form here: shluchim.jewfadz.com/myorder

When filling out the form, please have the following ready:

• A clear photo of your tracking number

• A full, zoomed-out photo of the outside of the box (include any visible damage, ideally from two angles)

• A photo of the packing slip

• A photo showing the entire contents of the box

• A photo of the damaged product

If you’re unable to upload each photo separately, please zip them into a single file and attach that to your form submission.

Please retain all packaging and damaged items until your claim is resolved.

Important: A replacement or refund will only be issued if you keep the product and return it upon request. Disposing of the product before resolution may void your claim.

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RETURNS

All returns must be authorized by a customer service representative. Unapproved returns may be refused or ineligible for refund.

We accept returns for new, unopened, non-seasonal items returned within 30 days of delivery.
A 25% restocking fee and the cost of shipping will be deducted from your refund.

Returned items must:

• Be received in saleable condition

• Be shipped using insured mail

• Include your order number and the packing slip provided to you

• Match the packing slip exactly. If it doesn’t, please tell us ahead of time so we can send the correct packing slip

• Be returned in closed packaging and, where applicable, in full increments only (e.g., packs of 6 must be returned in full — partial returns like 29 out of 30 will not be accepted)

• Be shipped within 3 days of return authorization. If your return is not sent within this window, it may be refused and no refund will be issued, regardless of whether a return label was provided.

To avoid issues:
Only send back the exact items and quantities listed on the packing slip.
If there is any mistake or change, just contact us first — we’ll update the packing slip for you to match what you are returning.

Important Exclusions:

• Food items are not eligible for return under any circumstances

• Holiday or seasonal merchandise is also non-returnable, even if unopened

Note: Any refunds or replacements are contingent upon your cooperation in returning the product if requested.
Please do not discard any item until your return or claim has been processed.

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 RETURN LABELS

If a return label is issued by our team, it must be used within 3 days.

• Returns must be shipped within 3 days of authorization, or they may be refused regardless of label status

• Unused labels may be charged to your card depending on the situation

• If the return is not received and the label is not used, we reserve the right to charge your card accordingly

• Please reach out to us if you expect any delays in using the label

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REFUNDS

Refunds are typically processed within 3 weeks of receiving your return. This includes:

• Transit time (5–10 business days)

• Processing time once received (3–5 business days)

• Your bank’s time to post the refund (2–4 business days)

You will receive a confirmation email once your refund has been issued.

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IMPORTANT SHIPPING NOTE

Since the nationwide pandemic, major shipping carriers no longer guarantee the arrival date of ground packages.
This means we cannot ensure exact delivery dates for ground shipments.

Only Next Day Air packages come with a delivery guarantee — but please note:
During peak holiday seasons, this guarantee is temporarily suspended (typically from mid-December through early January — exact dates vary each year).

If a Next Day Air shipment is delayed outside of the blackout period, we’re happy to refund the shipping cost once we receive the refund from the carrier.

Please note:
All returns remain subject to our return policy above.
While the carrier may refund your original shipping cost, return shipping remains your responsibility (if the return is approved)  

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PICKUP LOCATION POLICY

Orders picked up from any of our pickup locations — including Montgomery Street in Crown Heights, Florida, California, or any of our regional warehouses — are subject to the following terms:

• All pickups are final. There will be no refunds for items picked up from any location, regardless of condition

• It is the customer’s responsibility to verify the accuracy and condition of the items before leaving the premises

• Cancellations made after an order is fulfilled (even if not yet picked up) will incur a 25% restocking fee

• Food and seasonal (holiday) items are non-refundable and cannot be canceled or returned, even if not yet picked up

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Wrong Item or Quantity Picked Up

If you mistakenly take the wrong item or quantity, please notify us immediately. We will work with you to resolve the issue based on the following conditions:

Wrong Quantity:

• If you took more than you ordered, you must return the excess items within 5 days to the original pickup location

• Alternatively, we can send you a return label and deduct the label cost from your refund or charge your card

• If the items are not returned within this timeframe, we reserve the right to charge you for the additional items

Wrong Item:

• If you took an incorrect item, it must be returned unused and in original condition within 5 days

• If the item is used or not returned within this window, you will be charged the full value of the item

To avoid issues:
Please check your order details and items carefully at pickup. If you’re unsure, our team is happy to assist you on-site.