Except in rare cases, we replace or credit any damaged, lost, or mistaken durians. Whether you receive a replacement or a refund will be decided situationally and is up to the discretion of Team Durian.
The following reasons are covered under our refund/replacement policy to the United States and Canada only:
- We will replace boxes lost by UPS/FedEx
- Late delivery or improper handling by UPS/FedEx that results in spoilage or damage
- Anything that is our mistake is on us
What we may not cover:
- If you change your address mid-shipment or pick-up location mid-shipment, and the box is delayed as a result.
- If you don’t pay your import fees on time, and the delivery is delayed as a result.
To claim a refund/replacement, please notify us within *24 hours* of receiving your box with Photos.
- Please notify us of cancellations before the Sunday morning by 9AM PST, the day before the Shipping Monday. All boxes ship on Mondays only.
- Instead of cancelling your order, you may also delay your box to another date or receive a credit equal to the full value of your order that can be used at a later date.
- Refunded cancellations will have the credit card fees deducted. We are sorry about this, but the credit card processing company does not refund the fees.