Welcome to Umami Square (hereinafter referred to as the “website” or “site” or “we” or “us”). The website is offered to you conditioned on your acceptance without modification of the terms, conditions, and notices contained herein (the "Terms"). Your use of our website constitutes your agreement to all such Terms. You agree to be bound by the terms of the present document.

I. Damaged or Spoiled Items

All items are final sale. If an item arrives damaged or spoiled, our Customer Support team will work with you to determine an appropriate solution. Please reach out to our team at support@umamisquare.com to resolve the issue within 14 days of delivery.

II. Providing Details

Please include your order number, the name of the product, and tell us about the damage or defect in case of a missing item from your order. Our partners do their very best to pack your order perfectly. We understand that sometimes mistakes are made, and we will work to resolve your issue as quickly as possible.

III. Packaging and Shipping

We at Umami Square and our partner shops take enormous pride in ensuring that your order is packaged properly and shipped at the appropriate speed so it arrives at your doorstep in good condition and safe to consume. While we regularly conduct test shipments and adjust shipping speeds or packaging according to the season to mitigate the risk of shipping fresh and frozen foods, occasionally packages are affected by conditions beyond our control, such as extreme seasonal temperatures.

IV. Product Handling

Many of our items are shelf-stable and don’t require refrigeration, although they can be refrigerated upon arrival to extend the freshness of the product. In most cases, it is normal for our frozen products to partially or fully thaw in transit. Our products that require refrigeration are safe to enjoy as long as they arrive cool to the touch. You can read the Use & Care section on each product page to learn more about how it should arrive and how it should be stored upon arrival.

V. Additional Inquiries

If you have additional questions about the condition of your order, or you believe that your order is not safe to consume, please contact our Customer Support team at support@umamisquare.com within 14 days of delivery. Umami Square is not responsible for orders that are damaged due to extreme seasonal temperatures; however, we handle each inquiry on a case-by-case basis and are happy to assist you.

VI. Customer Responsibility

Customers are responsible for notifying their recipients that a perishable item is on the way and for confirming that they are available to receive a package. You have the option to notify them by opting in to shipping email notifications at checkout and providing the recipient's phone number for delivery questions. Umami Square is not responsible for packages reported damaged due to a delay in opening and properly storing the package’s contents upon delivery. In this circumstance, please contact our Customer Support team at support@umamisquare.com, and we will offer a resolution on a case-by-case basis.

VII. Providing Evidence

Please contact our Customer Support team at support@umamisquare.com within 14 days of delivery with the order number listed on your packing slip as well as details and photos of the damage, defect, or wrong product. Please share photos that include:

  • A photo of the area of concern
  • Two full shots of the product (from the side and overhead)
  • A shot of the packaging/box
VIII. Resolution Process

We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue and receive their authorization for any further activity on their Umami Square account. In most cases, our partners will be happy to reship your gift at the next available ship date.