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Our Customer
Service Guarantee
Providing you with excellent customer service and an enjoyable shopping
experience at RoJosGourmet.com is always our primary goal. We are always
interested in hearing what our customers think so your suggestions,
comments and feedback are always welcome.
Returns and Exchanges
At RoJosGourmet.com your 100%
satisfaction is our main goal. If you are not completely satisfied with your purchase
we will exchange it or refund your money.
Please
inspect your order immediately and contact us right away at service@innuendofoods.com. If
your order is delivered damaged, or if an item is defective, we will take
action to address your concerns and resolve any issues. In some cases we may
need a photo for insurance purposes. Carefully repackage your order in the
original shipping box, include a copy of your invoice, and follow these simple
steps:
1.
Contact us via email at returns@innuendofoods.com
within 10 days of receiving your order to let us know you will be making a
return. In your email please include your Name, shipping address and invoice
number. We will provide you with a Return Merchandise Authorization Code
(RMA) and a return shipping address (some items may be returned directly to the
manufacturer).
2.
Please send your return package via FedEx, UPS or U.S. Parcel Post Insured.
Insurance protects you in case the items are damaged or lost in transit.
Unopened items must be received in a saleable condition. Make sure the items
are well protected and packaged similar to the way you received them. Whenever
possible, use the same packaging that was used to ship the items to you. We
cannot refund your money on items damaged due to improper packaging.
3. Once we receive your Return package, we will issue a refund
for the price of the products you returned. We will typically refund the amount
back to your credit card. In some cases a refund check may be issued. If you
are returning an item because it arrived damaged, we will refund you the
shipping costs to return the item to us. Please allow up to 7-10 days for
RoJosGourmet.com to process your refund. You will be notified via e-mail once
your refund has been issued.
Return
merchandise with RMA number to:
RoJosGourmet.com
RMA# (print RMA number Here)
8010 El Matador Drive
Gilroy, CA 95020
NOTE:
Refunds sent with no RMA number, or mailed to the call center will be refused
and returned to sender.
Order
Cancellation Policy
Please
submit your order cancellation
request via email to CancelOrder@RoJosGourmet.com, or
call on our business phone at 408-847-4047.
Email
cancellations must contain the following: First name, last name, order number,
and email address. This information must be identical to the information
originally submitted on your order. Please provide contact information so that
we may contact you if we have questions in regards to canceling your order.
Every
effort will be made to accommodate the cancellation of your order, providing
your order has not been charged and/or shipped out. In the event that a
cancellation was submitted (via email or phone), and your order was shipped out
after, we will gladly refund the complete balance charged including shipping.
However, if the cancellation was documented as received after the order was
shipped, we will refund the merchandise total less shipping.
Payment
Methods
We gladly accept Visa and MasterCard as payment for your order
on RoJosgourmet.com. No credit card information is stored on our computers so your
financial information is always safe and secure.
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