You have connected to the https://www.gourmet-food.com website. In doing so, you agree that you accept these General Terms and Conditions and further that you agree to be bound by these General Terms and Conditions. These General Terms and Conditions are applicable to all orders placed through Elite-Gourmet.com. All business transacted with Elite-Gourmet.com will be governed exclusively by these General Terms and Conditions.
We hold the highest quality standards of freshness and quality; most cheese we cut to order. To ensure that you receive all your products in optimal condition, we carefully pack perishable items in an insulated Styrofoam box with frozen gel packs. This packaging is chosen to maintain full product freshness while in transit.
Of course we hope that you are aware that tastes, aromas, and textures are subjective and obviously not everyone has the same tastes and perceptions. We make every effort to describe our products and services in terms that are understandable and hope that you understand that just because an item does not agree with your tastes or expectations do not mean that it is defective or not of good quality. In other words, please don’t ask us for a refund just because you did not like the taste, texture or aroma of a particular item.
Our packing methods and temperature control packaging allows our products to remain fresh and in their original condition, regardless of carrier or transit times, and we adjust the number of frozen gel packs to the season, the content of the order and the transit time. We strongly encourage that you or someone else be available at the delivery address to receiver the package and refrigerate perishable items upon delivery. You may choose for the package to be left at your door, but we cannot take responsibility should the items spoil while being left at your door. Direct sun for hours may jeopardize all precautions taken. Please note that the gel packs may be thawed upon arrival, and the content may feel slightly warm. Please place all perishable items in the refrigerator immediately and judge the product after it is cooled down again.
Product Weight and Accuracy
The majority of our cheeses are cut by hand, specifically for your order. We cut early in the morning to offer you the freshest product possible. We pack cheese in plastic bags and vacuum seal them or we wrap the more vulnerable cheese in cheese paper. We do our ultimate utmost to cut as accurate as possible, but since shapes and densities may vary, we cannot be perfect and allow a max. of 1 oz. variation.
We sell several products that are priced by the weight, like entire forms of cheese or half or quarter wheels and large pieces of meats. Each of those products has a specified weight, indicated on the website and the price is related to that weight. Forms of cheese and meat may vary in weight as most of it is hand-made or vary per animal. We weigh all cheese and meat before we ship them and give you a credit or charge you extra depending on the actual weight shipped. If you need a very specific (or minimum) amount of an item, please indicate that in your order message and we’ll do our utmost to match it.
Products are of limited availability and often supplied to us in irregular quantities and deliveries. Despite our best efforts, occasionally some products will not be available between the placing of your order and the expected ship date. We will contact you by email prior to shipment if this occurs, and discuss what alternative solutions are possible. If we are unable to contact you prior to shipment to discuss an alternative solution, we may hold your order one day and then if the missing item did not come in will ship the remaining order less the missing item and refund the cost of the missing item and any decreased shipping charges and or box and freeze packs costs. During the busy holiday season, there may not be time to contact you, and we may decide to ship your order, to avoid that the rest of your order arrives late.
Orders and Payment
Orders can be placed 24 hours a day, seven days a week via our web site. We are open for business 24/7. We also are available to answer your questions and assist you with orders Monday - Friday from 9:00 am - 5:30 pm eastern time, excluding national holidays, call 770-485-0878. If we are not there, please leave a message and we will call you back.
Elite-Gourmet.com accepts the following credit cards: MasterCard, Visa, Discover, and American Express, as well as payments with PayPal. We do not accept payments by check. Sales taxes are not added to your order, but that may change in the future. If you have any problems using your credit card to complete an order, please call us at 770-485-0878.
When placing your order, we will be authorizing your credit card based on the total stated amount in your order summary. Your order will then be charged when it ships. Our credit card clearing house will check the credit card number, expiration date, security code, name on the card and your billing address. If for some reason your credit card was declined, we will send you an email, requesting you to call us to solve the issue, before we ship your order.
We reserve the right to refuse any order or to refuse to accept payments from any Customer at our discretion.
Order Fullfilment and Time Frames
All orders placed today, will ship the next available day and we may try to ship it out the same day. During checkout, you’ll see an order summary that indicates when your order is expected to be delivered, which shipping option is selected (always the least expensive option is automatically selected for the shipping address) and the costs. An order confirmation will be emailed to you immediately after you have placed your order, showing the expected shipping date and arrival date.
If you want your order to arrive earlier than the least expensive option, please select a faster option.
If you need an order on a particular day, please indicate this in your order message or call us immediately at 770-485-0878.
How Do We Ship
Your orders will be shipped using USPS or FedEx and we offer the following options: FedEx Ground (to business addresses only), Home Delivery, Express Saver, 2nd Day Air, Overnight and Priority Overnight, and USPS Priority Mail and Priority Mail Express. Please note that FedEx Ground is only delivered on Monday thru Friday, Home Delivery on Tuesday thru Saturday and all Express shipments Monday thru Friday. If you want an Express shipment to arrive on Saturday, please contact us by phone at 770-485-0878.
Where Do We Deliver
We ship to residential and business addresses within the continental USA. If you want your order to be delivered to P.O. boxes, you will need to select USPS shipping if that is an option for you.
Shipping to an Appartment, Condo or Gated Home
If you are shipping to an apartment building or condo, please indicate apartment or suite number. The FedEx driver will not leave the package outside of your apartment door; if you have a doorman or reception that typically receives packages, please indicate this in your order message. We cannot be responsible for a package if it is delivered to an apartment or condo and then not left at the door because nobody is home to receive the order.
If you are shipping to a gated home, you must make sure that someone is available to open the gate when the shipping carrier arrives, as packages will not be left at the front of the gate. We cannot be responsible for packages that are not left at a gated home because nobody is at the residence when the delivery is made.
Address Change or Incorrect Address
After placing your order, an order confirmation is sent to the email address you provide. Please allow our emails to be received by your internet provider. The email order confirmation functions as your invoice. Double-check that the shipping and billing address you entered are correct. If you entered an incorrect address; a type in the street number, zip code, missing apartment number etc., please contact us immediately at 770-485-0878. Once the order is shipped changes in an address will most likely result in a delivery delay and an additional charge of $14, which we will charge to you.
Delivery Policy and Signature Requirement
All orders are shipped without a signature requirement. If nobody is home, it is at the discretion of the FedEx driver to make the decision to leave the package behind. If your area is deemed to be a high-crime or unsafe area, the driver will not leave the package, select a signature requirement and the package will not be left behind if you are not home. We cannot be responsible for packages that are not left due to the named circumstances above and thus have a delayed arrival.
If you want the recipient to sign for the package, please make a note in your order message. Signatures will incur an extra fee of $4.75. Orders with a signature cannot be left behind if nobody is home to accept and sign for the package. The package will be taken back to the station and an attempt for delivery will be made the next day (depending on the shipping method). We cannot be responsible for packages that are not left due to your absence, in case of a required signature.
An email with a tracking number is provided to you on the day your order ships and will allow you to track your order online. We are not responsible for packages that are left on your doorstep because you are not home and are stolen or with spoiled content, due to overheating during your absence.
We are not responsible for any delay in delivery due to weather (hurricane, tornado, floods, snow, ice etc.), shipments delayed due to ‘acts if God’ are not eligible for a refund or credit.
Holiday Delivery and Claims
During the holiday season, delayed deliveries are an unfortunate risk and FedEx indicates that claims cannot be made for delayed deliveries and potentially spoiled content. For 2018, FedEx and Elite-Gourmet.com do not accept claims for delayed Express shipments Wednesday, Feb.14, 2018, Friday, May 11, 2018, Wednesday, Nov. 21, 2018, and Tuesday, Dec. 18, through Monday, Dec. 24, 2018. For Ground and Home Delivery, FedEx and Elite-Gourmet.com do not accept claims for delayed shipments from Monday, Nov. 26, through Monday, Dec. 24, 2018.
Order Cancellation and Modification
We will look into each cancellation and modification and will honor as much as possible. However, if your order has already been packed or shipped, it is impossible to cancel or modify. Furthermore, orders that are already in transit are impossible to reroute; until the final FedEx station has been reached. Re-routing may be possible at that time, but please note that retouring will add days to the transit time, and a $15 additional fee. Rerouting will not guarantee arrival of the products in optimal condition, especially perishable items as gel packs may have thawed. During November and December simply due to the sheer volume of holiday orders, we are not able to cancel or modify orders once they are placed, unless you contact us by email within one hour after you placed your order.
All cakes, pies and cheesecakes are hand-made, and baked specifically for your order. Once your order is placed, and you’ll need to make a change or cancel the order, email or contact us within the hour of purchase. Once we have processed your order (order forwarded to bakery) we do not offer a refund.
Returns and Refunds
Unfortunately we cannot accept returns of perishable items or vulnerable non-perishable items, like crackers, cookies or soft packaged items. We can however accept the return of canned or hard packaged food item, items that cannot be tempered with. If you are looking to make a return though you must contact us within 48 hours of receiving the product to request a return. Note that we will not refund shipping costs and the return of the item will be at your costs. The refund/credit of the returned merchandise will only be processed after inspection of received item.
Defective or Damaged Mechandise
We take all measures possible to assure your order is received intact and in proper condition. Sometimes though the route to your house or the handling by the shipping agent is rougher than anticipated. In the event that you receive a defective or damaged product, please contact us immediately after receiving your order. Do not throw anything out or discard any items, as we may require them to be sent back. The easiest way to help us resolve any defective or damaged merchandise is to take a picture of the item and email it to us at firstname.lastname@example.org or call us at 770-485-0878. Depending on the issue, a replacement product may be shipped, a store credit given, or any other means we feel is appropriate.
For any other question or inquiries you may have, please contact us by phone (770-485-0878), by email (email@example.com) or by mail Elite-Gourmet.com 12195 Highway 92, Ste 114-322, Woodstock, GA 30188. Please note this address is our mailing address, and is not the address of our facility.
Invalidity - Force Majeure - Applicable law - Competent Courts
If any one of the clauses of these General Terms and Conditions are, for whatever reason, declared invalid or invalidated for any reason, this will not affect the application or the validity of the other clauses. The clause declared invalid, or invalidated, will be replaced by the disposition closest to that clause. Neither Elite-Gourmet.com nor the Customer will be held liable for any failure to perform their obligations as a result of a force majeure beyond their control, including but not limited to the following: war, riot, insurrection, interruption of transport systems, problems relating to export and import, strikes, lock-out, shortage of Products, fire, earthquakes, storms or floods. These General Terms and Conditions are governed exclusively by United States law. All litigation or disputes between the parties shall be brought only before the competent court in the United States.