Returns, Refunds & Shipping Policy

CIBO Specialty Foods

Effective Date: April 2026

Part A: Returns & Refunds

 

1. Return Eligibility

CIBO Specialty Foods accepts returns and issues refunds only in the following circumstances:

The item you received is incorrect (wrong product or quantity)

The item arrived in a condition that is evidently damaged upon delivery

 

We do not accept returns or issue refunds for: change of mind, ordering errors made by the customer, or items that have been opened, used, or consumed.

The following items are non-returnable under any circumstances:

Perishable food items (including cheeses, deli items, and fresh products)

Frozen products

Temperature-sensitive or cream-based items

Opened or partially consumed products

Sale or clearance items

 

 

2. Carrier Damage Disclaimer

While we take great care in packaging all orders, once a shipment leaves our facility it is in the custody of the carrier. CIBO Specialty Foods is not responsible for damage caused during transit by the carrier. We will make reasonable efforts to assist customers in filing carrier claims for packages that arrive visibly damaged, but we cannot guarantee outcomes of such claims or assume financial responsibility for all carrier-related damage.

To maximize your chances of a successful claim, please follow the inspection and reporting procedures outlined in Part B, Section 5 of this Policy.

 

 

3. How to Request a Return or Refund

To initiate a return or refund for an eligible item:

Contact us within 72 hours of delivery at: orders@cibosfs.com

Include your order number, a description of the issue, and clear photos of any damage or incorrect items

Do not discard original packaging — it may be required for carrier claims

Do not send items back to the producer or manufacturer

 

Once your claim is reviewed and approved, we will arrange for return or replacement and notify you of the outcome by email. Approved refunds will be credited to your original payment method within a certain number of business days depending on your bank or card issuer.

Returns must be sent to:

 

CIBO SPECIALTY FOODS

6995 NW 82nd Ave #33, Miami, FL 33166

ATTN: RETURNS DEPT.

 

 

4. Refund Processing Time

Please allow 7–10 business days for processing after we confirm receipt of a returned item. If you have not received your refund after this period, we recommend checking with your bank or card issuer, as processing times vary. If you still have not received it, contact us at: orders@cibosfs.com

 

 

Part B: Shipping Policy

 

5. Shipping Area

We ship exclusively within the contiguous 48 United States (continental USA). We do not ship to Alaska, Hawaii, US territories, or internationally.

 

 

6. Shipping Methods & Timeframes

UPS (Small Orders)

Orders typically ship same day or next business day depending on order time. Transit times depend on carrier service levels and destination.

LTL Freight (Large / Pallet Orders)

Pallet-size shipments ship within 24–72 hours. Transit times vary based on carrier availability and destination. Additional charges may apply.

Ground Advantage

CIBOSpecialtyFoods.com solely determines the carrier and method (UPS, regional courier, or LTL ground freight) based on order size, weight, and destination. Selecting Ground Advantage does not guarantee a specific carrier, service level, or transit time.

Free Ground Shipping

Eligible orders ship same day or next business day. CIBOSpecialtyFoods.com reserves the right to select the carrier and method. Free Ground Shipping may not apply to perishable, frozen, oversized, or bulk items, or certain specific brands.

 

 

7. Order Tracking

Once your order ships, you will receive a confirmation email with tracking information where available. Tracking may not be available for all shipping methods. If you have not received tracking details within 2 business days of your order, please contact us at: orders@cibosfs.com

 

 

8. Perishable and Temperature-Sensitive Items

Many of our products — including cheeses, frozen pizzas, and cream-based goods — require special handling. Appropriate packaging is included in the product price at no additional charge to you.

CIBO Specialty Foods is not responsible for carrier delays or weather-related conditions that may affect perishable items once the shipment has left our facility. We strongly recommend selecting expedited shipping for perishable orders during warm weather months.

 

 

9. Delivery & Signature Requirements

UPS / Small Parcel

An adult signature may be required. If delivery is unsuccessful, packages may be redirected to a carrier access point. Unclaimed or returned packages will have shipping costs deemed non-refundable.

LTL Freight

LTL deliveries require a confirmation signature and are typically scheduled in advance. Missed or rescheduled deliveries may result in additional carrier fees billed to the customer. A valid phone number is required for delivery coordination.

 

 

10. Inspection Requirements for LTL Shipments

Customers must inspect all LTL shipments at the time of delivery and:

Note all visible damages or shortages on the delivery receipt before signing

Specify quantities affected

Retain a copy of the signed receipt

 

Signing the delivery receipt without notation constitutes acceptance of the shipment in good condition. Claims for damage or shortage cannot be filed after the receipt has been signed without notation.

 

 

11. Claims & Reporting Procedures

Damaged Orders

Report within 72 hours of delivery to: orders@cibosfs.com. Photos and original packaging are required. LTL damage must be noted at the time of delivery (see Section 10).

Lost Shipments

Dock checks take 3–5 business days. If the shipment is confirmed lost, we will issue a replacement or refund.

Incorrect Products

Report immediately upon receipt. Items must remain unused and in original packaging.

Claim Processing

Carrier claims typically take 1–4 weeks to resolve. Refunds or replacements are issued only after carrier approval where applicable.

 

 

12. Holiday and Peak Season Delays

During high-volume periods — including but not limited to Thanksgiving, Christmas, New Year, and other major holidays — shipping carriers may experience delays beyond our control. We recommend placing orders well in advance during these periods. CIBO Specialty Foods is not responsible for carrier delays during peak seasons, and standard delivery timeframes may not apply.

 

 

13. Customer Responsibility for Return Shipping

Unless the return is due to our error, customers are responsible for return shipping costs. Shipping costs are non-refundable. For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

 

For questions about our Returns, Refunds, or Shipping policies, contact us at: orders@cibosfs.com