Shipping policy
Juan Grande LLC | Effective Date: June 1, 2025 | www.juangrande.com
SHIPPING POLICY
1. Overview
At Juan Grande, we hand-craft our premium gourmet steak sauces in small batches to ensure uncompromising quality. Because our products are perishable, temperature-sensitive, and food-grade, our shipping procedures are designed to protect product integrity from our kitchen to your door. Please read this policy carefully before placing your order.
2. Processing Time
All orders are processed within two (2) to five (5) business days (Monday through Friday, excluding federal holidays) from the date of order confirmation. During high-demand periods such as holidays, seasonal promotions, or new product launches, processing time may extend to seven (7) business days.
You will receive a shipment confirmation email with your tracking number once your order has been fulfilled and handed to our carrier. Processing time is separate from and in addition to transit time.
3. Domestic Shipping (United States)
We currently ship to all fifty (50) U.S. states, including Alaska and Hawaii. Available shipping methods and estimated delivery times are as follows:
• Standard Shipping (Ground): Estimated 5-8 business days after fulfillment. Rates calculated at checkout based on package weight and destination zip code.
• Expedited Shipping (2-Day Air): Estimated 2 business days after fulfillment. Rates calculated at checkout. Strongly recommended for warm-weather months to protect product integrity.
• Priority Overnight: Available upon request. Contact us at info@juangrandesauces.com prior to placing your order to arrange overnight service. Additional charges apply.
Free standard shipping is available on qualifying domestic orders. Threshold eligibility will be displayed at checkout and is subject to change.
4. Temperature & Seasonal Shipping Advisory
Juan Grande sauces are crafted without chemical preservatives and contain fermented and fresh ingredients. As a result, we take extreme care during warm weather months (typically May through September) to ensure your order arrives in optimal condition.
• During periods of extreme heat (ambient temperatures above 85°F at origin, transit, or destination), we strongly recommend selecting Expedited or Overnight shipping.
• We reserve the right to delay shipment during heat events to protect product quality and will notify you via email if a delay applies to your order.
• Juan Grande is not responsible for product quality degradation resulting from extended transit times in excessive heat when standard shipping was selected by the customer against our recommendation.
• Cold packs or insulated packaging may be included at our discretion at no additional charge during high-risk periods.
5. International Shipping
At this time, international shipping availability is limited and determined on a case-by-case basis. International customers should contact us directly at info@juangrandesauces.com prior to placing an order to confirm eligibility, applicable duties, customs regulations, and shipping rates.
Juan Grande is not responsible for customs delays, import duties, taxes, or fees imposed by the destination country. These are the sole responsibility of the recipient. Products may be subject to inspection or confiscation by customs authorities, and Juan Grande cannot guarantee delivery in these cases. No refunds will be issued for orders confiscated or rejected at customs.
6. Carrier Partners & Tracking
We ship primarily via USPS, UPS, and FedEx. Carrier selection is based on destination, order size, and available service levels at time of fulfillment. A tracking number will be emailed to you upon shipment. Juan Grande is not liable for carrier delays, lost packages, or delivery exceptions once a package has been confirmed as accepted by the carrier.
If your tracking information shows a package as "delivered" but you have not received it, please first check with neighbors or your building's mail area, then contact your carrier directly with your tracking number. If the issue remains unresolved, contact us at info@juangrandesauces.com within five (5) business days of the reported delivery date.
7. Damaged or Lost Shipments
In the event your order arrives visibly damaged (broken glass, crushed packaging, leaking product), please:
• Photograph the damaged package and product before opening or discarding.
• Email info@juangrande.com within forty-eight (48) hours of delivery with your order number and damage photos.
We will review and, at our discretion, issue a replacement or store credit for verified damage claims. We reserve the right to require return of damaged goods or a carrier claim submission before processing a remedy.
8. Incorrect Addresses
Please ensure your shipping address is accurate at checkout. Juan Grande is not responsible for failed delivery attempts or returned packages resulting from incorrect or incomplete addresses provided by the customer. In such cases, reshipping fees will apply and are the customer's responsibility.
9. Shipping Restrictions
Certain products may not be shippable to specific states due to alcohol-derived ingredients or local regulations. If an item in your order cannot be shipped to your location, you will be notified and that item will be removed from your order with a corresponding refund.
10. Contact for Shipping Inquiries
Juan Grande LLC
Sparta, New Jersey
Email: info@juangrande.com
Website: www.juangrande.com
Customer service hours: Monday through Friday, 9:00 AM to 5:00 PM EST.