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 situations are covered under our credit/replacement policy:
- We will replace boxes lost by the local courier
- We will replace boxes damaged by late delivery or improper handling by the local courier
- Anything that is our mistake is on us and will be either replaced directly or covered by a generous credit policy
- We take quality issues seriously. If you’re not happy, send us an email with pictures.
- Refunds are issued in special circumstances only
What we don’t cover:
- If you change your address mid-shipment and the box is misplaced or damaged as a result (this includes sending to a UPS Access Center).
- If UPS has attempted delivery on multiple days but you did not attempt to get in touch with UPS or Team Durian to notify us of problems.
- If you don’t pay your import fees on time, and the delivery is delayed as a result.
- All international shipments other than Canada
Please note we are not able to insure international shipments to Europe or countries other than the United States and Canada.
To claim our replacement, please notify us within *24 hours* of receiving your box with Photos