Shipping & Delivery
We currently deliver within the contiguous U.S. and Alaska. We cannot deliver to Hawaii or to PO Box addresses. All orders must be received by Wednesday 8 am PST to be shipped out the same week. Customers are responsible for checking that all shipping information is correct before submitting an order as well as in their order confirmation email.
When your order is processed, you will receive a shipment tracking number via email. Depending on the size of your order, there may be multiple shipments. Perishable and shelf-stable items may also be shipped separately. If that is the case, you should receive tracking information for each shipment. Our typical shipping time is 3-5 days, depending on where you live and when the order was placed. Your order may also be delivered to your home on a Saturday. We usually ship all of the perishable products in your order together as frozen with dry ice and sustainable packaging materials for better temperature control. (For our refrigerated products, being shipped frozen briefly will not damage the product.) For details on storing your products please visit our FAQs.
Nona Lim is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment.
Sustainable Shipping Materials
Our perishable products are shipped with dry ice and an insulated liner made of Green Cell Foam, one of the most environmentally sustainable and functional packaging materials available today. Learn how to dispose of the Green Cell Foam insulated liner. The outer and inner cardboard boxes can be recycled.
For orders within the contiguous U.S., we offer free shipping for orders over $99 and a flat $14.95 fee for orders less than $99. As orders destined for Alaska require a faster shipping time and special handling, we offer free shipping for orders over $120 and a flat $29.95 fee for orders less than $120. Shipping our all-natural, perishable products using sustainable packaging materials is a bit more expensive, but we think the environment is totally worth it.
Cancellation and Order Change policy
We consider all sales as final after the order has been placed.
Our products are shipped frozen and should be stored in your refrigerator upon delivery to ensure freshness.
We do not offer refunds on any orders unless there was an error in the fulfillment of your order. In this instance, please contact our Customer Support team within 14 days of delivery at firstname.lastname@example.org or via this contact form. Each inquiry will be handled on a case-by-case basis.
If your package was damaged due to carrier-mishandling, please contact our Customer Support team within 14 days of delivery at email@example.com or via this contact form with photos and details about your damaged order. We will open an investigation with the carrier and handle these inquiries on a case-by-case basis.
We do not offer refunds for orders that are damaged due to reasons beyond our control, such as carrier transit delays, extreme temperatures outdoors or within carrier facilities, or natural disasters.
Due to the perishable nature of our products, we cannot accept returns.
Risk of Loss
Once a shipment is in the hands of the carrier, e.g. FedEx, we no longer have control over what happens to that shipment. Leaving a package at an address is ultimately up to the individual delivery person’s discretion and is therefore also entirely outside our control. In areas where porch theft may be a possibility, we encourage you to use the tracking information which we will provide for each shipment to make sure your delivery is received safe and sound. We do not offer refunds or replacements for missing shipments.