COVID-19 Shipping Notice

PLEASE BE ADVISED FEDEX & UPS ARE EXPERIENCING MORE DELAYS THAN USUAL DUE TO EXCESSIVE VOLUME OF ONLINE PURCHASES NATIONWIDE. DELAYS MAY HAPPEN. THESE CARRIERS ARE NOT CURRENTLY HONORING THEIR ON TIME DELIVERY GUARANTEE POLICY. THEY WILL NOT LET US FILE CLAIMS FOR DELAYED ORDERS. WE ADVISE OUR CUSTOMERS TO SET UP A FREE DELIVERY MANAGER ACCOUNT WITH THEM TO GET THE MOST UP TO DATE STATUS ON DELIVERY. PLEASE REVIEW OUR POLICY DETAILS BELOW FOR MORE INFO.

Severe Weather Alerts

Please note that if there is currently a severe weather alert in your area FedEx and UPS will usually alert us and we will hold shipping orders to that area until the weather alert has subsided. This is to reduce the chance of orders being delayed and melted. You can check weather alerts for FedEx here and UPS here. 

When Will I Receive My Order Tracking Number?

Your tracking number will be emailed to you as soon as the order leaves our warehouse. We ship all orders out Mondays and Tuesdays via FedEx and/or UPS. Shipping on Wednesdays is by exception only. 

When Will I Receive My Acai?

We ship all orders out Mondays & Tuesdays via FedEx and/or UPS. Orders arrive Wednesday – Friday. Orders will ship the following day unless the timing would have the order be “stuck” in transit on a weekend, in which case your order will be assigned to ship the following Monday. Depending on how far your package must travel from our warehouse, orders placed after Tuesday 9AM CST will ship the following Monday.  For example,  if you placed an order on a Wednesday, and we determine that your order will be in transit for three days, we will ship your order the following Monday. This way it will not sit in a truck or warehouse over the weekend and thaw out. Please reference our shipping map below to see which zone your address is located.

 

Shipping & Return Policy Details

We cannot be responsible for shipping orders to undeliverable addresses. Therefore, please verify that the address you provide is deliverable. If someone is not home at the time of delivery, FedEx and UPS will leave the package if possible, no signature required. It is up to the mail carrier’s discretion to leave the package. It is the responsibility of the customer to make sure the shipment is unloaded and transferred to the freezer the same day it is delivered. FedEx and UPS do not guarantee on time delivery during the holiday season. Due to the perishable nature of our product, we do not accept returns. If you receive damaged or melted product and need to file a claim, email us at shop@tamboracai.com within 24 hours of receiving your shipment and our customer service team will contact you to help resolve the issue. Please document your damaged or melted product with pictures to support your claim if possible (more details on this below). Refunds are processed on a case by case basis for damage or spoilage due to manufacturer or shipping error or delay. Any damage or spoilage caused by customer handling or delay in transferring product to a freezer once received will not be eligible for refund. We recommend signing up for either a FedEx or UPS delivery manager account (whichever carrier is used in your area). It is a free service that gives updates on your shipment & delivery.

During the photo documentation process, seven different photos will be requested:

• A photo showing the damaged item and how it was packaged inside the box
• A photo of the damaged item
• A photo of the packaging material used
• A close-up photo of the shipping label with tracking number (generally starts with 1Z)
• A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
• Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)