Shai’s Keecheen
Effective Date: December 18, 2025
We cook fresh and want you to love your order. This policy explains delivery, catering logistics, and how refunds/replacements work.
1) Delivery Coverage
- Maryland Delivery: Available across Maryland, subject to driver availability, distance, time window, and order size.
- Long-distance deliveries: May require scheduling and a minimum order, and fees may be quote-based depending on location.
- Inter-state catering: Available with advance booking and custom quote.
2) Delivery Fees
- Delivery fees are displayed at checkout or provided in a quote for long-distance/catering orders.
- Once a driver is dispatched or catering production has started, delivery/logistics fees may be non-refundable except as required by law.
3) Delivery Time Estimates
Delivery times are estimates and may vary due to traffic, weather, and peak demand. We will communicate significant delays where possible.
4) Successful Delivery Requirements
You must provide a correct address and be reachable at delivery time. If the driver cannot access the location or cannot reach you, the order may be classified as undeliverable.
Undeliverable Orders (common examples):
- incorrect address / missing unit number / wrong gate code
- repeated call/text attempts with no response
- unsafe or inaccessible drop-off location
In these cases:
- you may not qualify for a full refund
- we may offer store credit at our discretion (case-by-case)
5) Refunds, Replacements, and Credits
If we made a mistake, we’ll make it right.
Eligible issues:
- missing items
- incorrect items
- major damage/spillage caused during delivery/handling by our team
Report timeframe:
- Contact us within 2 hours of delivery/pickup (or by end of day for catering), with:
- order name/number
- brief description
- photos (recommended for damage/spillage)
Resolution options (case-by-case):
- replacement of missing/incorrect items
- partial refund
- store credit
6) Not Typically Eligible for Refund
- change of mind after food has begun preparation
- taste preferences (e.g., “too spicy”) unless clearly prepared incorrectly
- delays due to factors outside reasonable control (severe weather/road closures)
- food quality issues caused by delayed pickup or customer handling after delivery
7) Catering (Maryland + Inter-state) — Deposits & Cancellations
Because catering requires planning, ingredients, and prep:
Recommended standard rules (customize):
- Deposit: [e.g., 50%] due to confirm booking
- Cancellation:
- 7+ days before event: deposit transferable to store credit (optional)
- 3–6 days: partial credit (optional) minus costs incurred
- <72 hours: deposit typically non-refundable (production/logistics underway)
Delivery/arrival windows: Catering arrivals are planned within a delivery window; exact arrival time may vary slightly due to travel conditions.
8) Chargebacks
If there’s a problem, please contact us first so we can resolve it quickly. Unresolved chargebacks may result in refusal of future orders.