SHIPPING POLICY

We ONLY ship online orders to addresses within the continental United States.

FREE SHIPPING in the continental U.S. only. We do not ship outside the continental United States.

All frozen products typically ship on Monday or Tuesday to ensure arrival prior to the weekend. They are shipped in special insulated boxes with dry ice to keep them as cold as possible during transit. If any dry ice remains, you should use gloves or a protective layer before handling.

To guarantee delivery, we must have proper and complete addresses. Sorry, we cannot deliver to P.O. Boxes or A.P.O. and F.P.O. addresses

When your order is placed you will receive an email with the expected shipping date, and when your order is shipped, you will receive an email with the tracking number. Our products are shipped via USPS. Actual shipping time is usually between 2 to 4 business days with shipments left at the indicated address (no signature is required).

Please make arrangements to have someone retrieve the shipment as soon as possible on the day of arrival. Items must be unpacked and put in the freezer the same day they are delivered. With some 3 and 4 day shipments, thawing of the products may occur. These may be refrozen or placed in a refrigerator for use within 5 days.
IMPORTANT NOTE : All frozen products are shipped on Monday and Tuesday. Orders received after 9 AM Tuesday Eastern Standard Time (EST), will not ship until Monday or Tuesday the following week.
Order Status : If you have not received your order within the time frame described above, please contact USPS with the tracking number sent to you. If you need further assistance after speaking with USPS, please send an email to team@acaiofamerica.com and we will be happy to assist you.
CANCELLATIONS : If you decide that you need to cancel an order which you have placed via our online store, please contact us immediately by email at team@acaiofamerica.com . Every effort will be made to accommodate the cancellation of your order if it has not yet shipped. Please note that if the item has shipped, the order cannot be cancelled.
 
Returns :

In the event of a return, we will accept those that can be traced to manufacturing defects and shipping related issues on a case by case basis. If a customer receives a damaged or defrosted product, we requires the customer to notify us on the same day the product is received through the following e-mail address: team@acaiofamerica.com. Please include the name you used when you ordered, the contents of your order and a brief description of the complication along with several photos of the products, and we will promptly email or call you to remedy the issue. Our team will evaluate each case and determine how to proceed. To qualify for a refund or product replacement, the requirements above must be fully met.

We do not accept returns for any products that have been opened. However, if a customer wishes to return a product that has not been opened or unsealed, please notify us at the following e-mail address: team@acaiofamerica.com. The customer is responsible for shipping costs and for the product to be returned to us in the same frozen condition as it was originally shipped from our warehouse in order for a refund to be processed.For your protection, please use FedEx, UPS or Insured Parcel Post for shipment and include a small amount of dry ice to keep the product frozen. The original shipping fees are not refundable. If we receive the product in good condition, a credit for the price of the item and applicable taxes will be applied to your credit card

Please note once an order has been processed it cannot be modified or canceled. In the case of frozen items, if the product does not return in the same frozen condition as it was originally shipped from our facility, we will not be able to refund the value of the shipment. Original shipping fees are not refundable.

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