Shipping, returns and product problems

Charges

Standard Ground is free when the qualifying merchandise subtotal is more than $99 after discounts and before tax. A subtotal of exactly $99 does not qualify.

Express is never free and is not reduced by membership shipping benefits, coupons or promotional shipping discounts. A qualifying member may receive a Ground benefit under the Membership Terms. The approved Ground threshold applies to supported Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands addresses as well.

The destination address determines the zone. Shipping availability and restrictions appear at checkout. Canada, Guam, other Caribbean countries and unsupported international destinations are not currently included in the approved public checkout service.

Wholesale and distributor orders

Wholesale and distributor orders are available for warehouse pickup or separately quoted delivery. Retail free-shipping promotions do not apply.

Processing and delivery estimates

For available stock, allow 1-2 business days for processing, followed by the carrier transit estimate. Orders confirmed before 12:00 p.m. Eastern Time, Monday to Friday, begin processing that business day. Orders confirmed after the cutoff, on weekends or on a closure date begin processing the next business day. Eastern Time follows daylight saving time.

Standard Ground usually takes 2-6 business days after dispatch. Express usually takes 1-3 business days after dispatch. Eligible Express orders confirmed by noon on a business day are processed and shipped that day, where carrier acceptance, verified stock and supported service are available.

Weekends and company or carrier holidays are excluded where applicable. An eligible Express order placed before noon on Friday is normally dispatched Friday; with no intervening holiday, 1-3 business days of transit ordinarily means Monday to Wednesday. Ground preparation can add a further business day before transit starts.

Alaska, Hawaii, Puerto Rico and the U.S. Virgin Islands may require additional transit time. Estimated dates are not a guarantee, but we will address a missed promise or undelivered order in accordance with the order terms and applicable law.

Preorders and delays

The standard processing promise applies to verified stock available for sale. A preorder shows a separate, supportable expected dispatch date before purchase. A replenishment or import lead time does not silently replace a quoted delivery date.

If we cannot ship by the promised date, we will contact you with the available revised information and an option to cancel the unshipped items for a refund. We do not substitute store credit for a legally required monetary refund without your agreement.

Addresses and split shipments

Review your address before paying and contact us immediately if it needs correction. We will explain any additional carrier charge caused by an address change before requesting payment. We do not impose an unapproved automatic redelivery fee. If we split an order for our convenience, we do not add a second shipping charge without your agreement. Tracking and quantities are recorded for each shipment.

Cancelling before dispatch

If your order can still be stopped before dispatch, we will cancel it with a full refund and no cancellation fee. When the entire unshipped order is cancelled, the refund includes the original delivery charge and applicable tax. Any redeemed reward credit used on the cancelled order is restored to your wallet rather than paid out as cash.

Food returns

Because we cannot verify storage or package integrity after delivery, we do not accept change-of-mind returns or exchanges of food after dispatch. This applies to regular-price and promotional food alike. It does not restrict remedies for damaged, defective, unsafe, incorrect, missing or materially misdescribed products, or other rights required by law. Please do not return food unless we give you instructions, and we do not put returned food back into sellable stock.

Tell us about a problem

Contact info@buonprimo.com with the order number or another way to identify the purchase, the affected recipe and quantity, and photographs or lot information if available. Please inspect your order upon delivery and report visible damage, incorrect items or missing items within 24 hours. Requests received later may be considered individually at Buon Primo's discretion. This reporting policy does not limit any rights or remedies available under applicable law. Hidden defects and safety concerns are reviewed regardless of when they are discovered.

Do not eat a product with a compromised seal or suspected safety problem. Keep relevant packaging if safe and wait for return or disposal instructions. We will not require you to mail unsafe food to obtain a remedy. A missing receipt is not an automatic refusal where the purchase can be verified another way.

Remedies and timing

When an issue is confirmed, we will arrange a replacement or refund as appropriate and consistent with your rights. We do not require acceptance of store credit in place of a refund owed to you. If we require a return because of our error or a defective product, we will arrange or pay reasonable return shipping. No restocking fee applies to a confirmed wrong, damaged or defective food claim.

Refunds normally go to the original payment method, and reward credit used for refunded items is handled separately in the wallet. We will tell you the approved amount, any shipping or tax adjustment and when the refund was issued. Your bank or payment provider may take additional time to display the credit.

Cancelling or refunding an order adjusts only the rewards, coupon usage or commission associated with that order under the applicable rules. We will not make a new card charge to recover a reward adjustment without a separate lawful authorisation.

Marketplace and commercial orders

If another marketplace is the seller or handles the transaction, its order-support route may also apply. Contact us for product safety or label concerns regardless of where you purchased. A signed commercial return arrangement may govern a wholesale order, subject to applicable rights and product safety duties.