Shipping, Delivery & Returns Policy

Our Local Delivery Model

When online ordering is available, Nakha Foods delivers locally on a scheduled basis, by delivery zone, rather than shipping nationwide or on demand. Each delivery zone has its own approved delivery day, and eligibility is based on your delivery ZIP code.

Current delivery fees, minimum-order requirements, free-delivery thresholds, eligible areas, and available delivery dates are shown during ordering/checkout, and may be updated by Nakha Foods from time to time. Local pickup, where offered, will also be indicated at checkout.

Order Cutoffs and Scheduling

Because your order is prepared for a specific scheduled delivery or pickup, each delivery zone has its own order cutoff before that preparation begins. The applicable cutoff and next available date are shown at checkout for your delivery address.

Cancelling Before Fulfillment

You may cancel your order for a full refund if we receive your cancellation request before fulfillment or preparation of your order has begun, subject to the applicable order cutoff for your scheduled delivery or pickup date. To cancel, contact us as soon as possible using the details at the end of this policy.

Once fulfillment or preparation of your order has begun, we generally cannot cancel it. Our products are frozen, perishable food that is prepared specifically for your scheduled delivery or pickup, so an order in preparation cannot simply be put back into general inventory.

Reporting a Problem With Your Order

Please check your order as soon as it arrives. Contact us within 48 hours of delivery if:

• The product arrived damaged
• You received the wrong product
• The product arrived thawed or otherwise appears unsafe
• There is a significant quality problem that appears to be caused by our fulfillment or delivery, rather than by how the product was stored after delivery

To help us resolve the issue quickly, we may reasonably ask for your order information, a description of the problem, and photographs where you're able to provide them. We will never refuse to help simply because you don't have a photo — we may just need a bit more information from you instead.

How We Resolve a Reported Problem

Where we confirm a problem covered by this policy, our preferred resolution is a replacement or a Nakha Foods credit toward a future order. A refund may be provided instead where appropriate, particularly where Nakha Foods was responsible for the failure. We review each report individually and do not offer an unconditional refund on every request, in order to keep this policy fair and sustainable for a small food business.

No Physical Returns of Frozen or Perishable Food

For food-safety reasons, we do not accept physical returns of frozen or perishable food, and you should not mail or bring back a product you believe is compromised. Instead, report the problem as described above, and we will resolve it through replacement, credit, or refund as appropriate.

Missed or Failed Delivery — Our Fault

If Nakha Foods fails to complete an approved, scheduled delivery due to our own fault — for example, a scheduling or dispatch error on our part — you should not bear the cost. Depending on the situation, we will offer free redelivery, a replacement, or a refund where appropriate.

Missed or Failed Delivery — Customer-Caused

Some delivery failures are outside our control, including:

• An incorrect or incomplete delivery address supplied at checkout
• No one available to receive the delivery where receipt is required
• Our delivery driver being unable to access the delivery location based on the information or access provided

These situations do not automatically qualify for a refund. Where this happens, we may arrange another delivery attempt; an additional delivery charge may apply, consistent with our standard delivery rates for the applicable arrangement.

Unattended Delivery

Because our products are frozen and perishable, we do not leave an order unattended by default. We will only do so where you have explicitly authorized that delivery arrangement — for example, by specifying a safe location for us to leave your order when you are not available.

Once an order is delivered to the correct location under an authorization you provided, responsibility for promptly retrieving it and storing it properly (frozen) transfers to you. This does not apply to — and does not excuse — a product that was already damaged or unsafe at the time we delivered it, which remains covered under "Reporting a Problem With Your Order" above.

Applicable Taxes

Applicable taxes, if any, will be calculated and collected as required by law, and shown at checkout before you complete your order.

How to Reach Us

To cancel an order, report a problem, or ask about delivery to your area, contact us at support@nakhafoods.com or 206-565-4818.