Tsar Nicoulai proudly partners with respected retailers such as Whole Foods Market, Costco, and various private-label collaborators to make our products more accessible to customers nationwide. When our products are purchased through these external vendors, we are required to follow their individual return and refund policies. Because each retailer maintains its own rules and procedures, all returns, refunds, or exchanges must be handled directly through the place of purchase.

Important

Tsar Nicoulai cannot issue refunds, replacements, or credits for products purchased from outside vendors or retail stores.

Customers must follow the return policy of the specific retailer where the product was originally bought.

We strongly recommend not consuming or disposing of the product if you believe there is a quality concern.

Please keep your purchase receipt, as the retailer will require it to process your claim.

If you need assistance determining the correct contact or next step, we are happy to guide you-but the final return must be completed with the original retailer.

Please note that any changes to an existing order may result in the order being cancelled. If the original order was placed using a discount code, that discount would be forfeited should any modifications be requested.

For record-keeping purposes, all change or cancellation requests must be submitted via email at concierge@tsarnicoulai.com Cancellations must be submitted no later than five (5) days prior to the scheduled receipt date. Verbal or voicemail cancellations will not be accepted. All changes or cancellations are considered valid only upon written acknowledgment from our Customer Service Department.

We are committed to providing high-quality service and a positive experience for all our customers. However, to maintain a respectful and productive environment for both our customers and staff, we reserve the right to refuse service under certain circumstances.

Our Right to Refuse Service:

• Policy Violations: We reserve the right to refuse service if customers do not adhere to our established policies and procedures, including but not limited to return policies, payment terms, and operational guidelines.

• Abusive Behavior: We do not tolerate any form of abusive, discriminatory, or disrespectful behavior towards our staff or other customers. This includes, but is not limited to, verbal abuse, harassment, or physical threats.

• Fraudulent Activities: We reserve the right to refuse service in cases of suspected fraudulent activities or any behavior that compromises the integrity of our business.

• Legal and Safety Concerns: Service may be refused if there are concerns about safety, legality, or any actions that may jeopardize the well-being of our staff or customers.

• Repeated Non-Compliance: Continued disregard for our policies or repeated instances of disruptive behavior may result in the refusal of service.

We appreciate your understanding and cooperation in adhering to these guidelines.

All of our eco-friendly packaging is designed in the USA and built for maintaining cold temperatures. Shipped and delivered in 24 hours, this packing is designed to withstand two days of transit time for insurance, so enjoy with confidence!

Years ago we moved away from Styrofoam packaging in pursuit of a biodegradable option, one that could keep caviar ice cold while being more carbon neutral. Thankfully, our packaging makes this a reality.

• We cannot deliver to PO box addresses.

• We are unable to deliver Sunday or Monday.

• Saturday delivery is available to zip codes FedEx supports

• Due to customs laws, we do not ship internationally.

When your order is shipped, you will receive an email with carrier and tracking information around 5PM PST.

As soon as you receive it, we recommend putting it in the refridgerator towards the back, where it is coldest, until you're ready to serve and enjoy. Ideally you want to maintain a temp between 32-38F for best storage of your product.

We advise against storing a jar for longer than 30 days. Fluctuations in temperature within a home refrigerator can affect the shelf life of your caviar. Unopened, it will last in the refridgerator until the best by date located on the bottom of your jar/tin. We do encourage you to serve and enjoy soon after delivery (within a week. Caviar is good for approximately 24 hours from the time that it is opened.

Thank you for your interest in our products. Our caviar and roe items are only salt-cured and cold-aged, so unfortunately nothing is pasteurized.

Of course, we are always just a call or email away! Let our talented staff guide you through our selection or with any other questions you might have. Call us at 415-543-3007. We are open Monday - Saturday, 9AM - 5PM PST. After hours calls have an emergency hotline option to route you to our on call team member. Emails sent to concierge@tsarnicoulai.com will usually receive a reply within a day.

When you purchase our products, you’re trusting us with your personal information. We take this very seriously and work hard to protect your information that we collect. We do not share your information, all data is private.