FAQ

Unsatisfied with your caviar?

UNSATISFIED WITH YOUR CAVIAR? Your satisfaction is important to us. Should you happen to be unhappy with your order. Please contact us within 24hours of receiving your package at 925.349.400 or via email concierge@tsarnicoulai.com.

In order for a replacement or refund to be issued, the following steps apply:

• Do Not consume product.
• Do Not dispose of product
• Send image(s) to concierge@tsarnicoulai.com , include image of lot number.

If returns are approved, all perishable products must be shipped properly packed on FROZEN gel ice in an insulated shipping box and returned FedEx® Priority Overnight. We will contact you once your returned items are received.

Unhappy with our items purchased at a store?

We cannot provide refunds or replacements for items purchased from external vendors or retail stores. We suggest returning to or reaching out to the original place of purchase. Please do not consume or dispose of the product, and retain your purchase receipt.

I NEED TO CANCEL/CHANGE MY ORDER

Changes to an existing order may be subjected to cancellation. If inital order was placed using a discount code, the discount will be forfeited. Cancellations must be placed at least 5 days in advance of the receipt date, and may be made only by telephone 415-543-3007

WE RESERVE THE RIGHT TO REFUSE SERVICE

We are committed to providing high-quality service and a positive experience for all our customers. However, to maintain a respectful and productive environment for both our customers and staff, we reserve the right to refuse service under certain circumstances.

Our Right to Refuse Service:

• Policy Violations: We reserve the right to refuse service if customers do not adhere to our established policies and procedures, including but not limited to return policies, payment terms, and operational guidelines.
• Abusive Behavior: We do not tolerate any form of abusive, discriminatory, or disrespectful behavior towards our staff or other customers. This includes, but is not limited to, verbal abuse, harassment, or physical threats.
• Fraudulent Activities: We reserve the right to refuse service in cases of suspected fraudulent activities or any behavior that compromises the integrity of our business.
• Legal and Safety Concerns: Service may be refused if there are concerns about safety, legality, or any actions that may jeopardize the well-being of our staff or customers.
• Repeated Non-Compliance: Continued disregard for our policies or repeated instances of disruptive behavior may result in the refusal of service.

We appreciate your understanding and cooperation in adhering to these guidelines.

DO YOU HAVE A DISCOUNT CODE?

• Discount codes must be applied at time of checkout.
• You must press "Apply" to see the order total updated.
• For FREE SHIPPING your order must be $200+ after discount applies.
• We cannot adjust any prices after the order has been submitted.
• Only one code can be used on a purchase.
• Coupon codes cannot be applied to previous purchases, nor can they be retroactively applied after an order has been placed.
• Please do not contact us for coupon codes.

When does my order get shipped?

Select your preferred arrival date. Tsar Nicoulai Caviar currently ships Monday - Friday for Tuesday - Saturday delivery. Signature requirement is required for all order of $500+. Our packages ship insured via FedEx priority overnight. Saturday delivery requires your zipcode being within FedEx coverage areas for that service.

Will my order stay fresh during shipping?

All of our eco-friendly packaging is designed in the USA and built for maintaining cold temperatures. Shipped and delivered in 24 hours, this packing is designed to withstand two days of transit time for insurance, so enjoy with confidence!

How is your packaging eco-friendly?

Years ago we moved away from Styrofoam packaging in pursuit of a biodegradable option, one that could keep caviar ice cold while being more carbon neutral. Thankfully, our packaging makes this a reality.

Shipping Restrictions

• We cannot deliver to PO box addresses.
• We are unable to deliver Sunday or Monday.
• Saturday delivery is available to zip codes FedEx supports
• Due to customs laws, we do not ship internationally.

Tracking information

When your order is shipped, you will receive an email with carrier and tracking information around 5PM PST.

Difference between jars & tins?

Our glass jars are packed in sizes from half an ounce to four ounces. They are vacuum sealed and allow for 60 days of refrigerated storage. Each jar has a best by sticker on the bottom. Our custom vacuum sealed tins allow for 30 days of refrigerated storage. Our tins deliver with a custom opener. For any questions about opening tins, just email or call us. In both cases, once opened our caviar should be enjoyed within a day.

How should I store my caviar?

As soon as you receive it, we recommend putting it in the refridgerator towards the back, where it is coldest, until you're ready to serve and enjoy. Ideally you want to maintain a temp between 32-38F for best storage of your product.

When should I enjoy my caviar?

We advise against storing a jar for longer than 30 days. Fluctuations in temperature within a home refrigerator can affect the shelf life of your caviar. Unopened, it will last in the refridgerator until the best by date located on the bottom of your jar/tin. We do encourage you to serve and enjoy soon after delivery (within a week. Caviar is good for approximately 24 hours from the time that it is opened.

Is your caviar pasteurized?

Thank you for your interest in our products. Our caviar and roe items are only salt-cured and cold-aged, so unfortunately nothing is pasteurized.

I still have questions, can I call/email for help?

Of course, we are always just a call or email away! Let our talented staff guide you through our selection or with any other questions you might have. Call us at 415-543-3007. We are open Monday - Saturday, 9AM - 5PM PST. After hours calls have an emergency hotline option to route you to our on call team member. Emails sent to concierge@tsarnicoulai.com will usually receive a reply within a day.

Tsar Nicoulai Caviar Privacy Policy

When you purchase our products, you’re trusting us with your personal information. We take this very seriously and work hard to protect your information that we collect. We do not share your information, all data is private.