Shipping & Returns

Every order is delivered by Black Cat (T-cat) Takkyubin. Ambient items can be delivered anywhere on Taiwan’s main island and to the outlying islands (Penghu, Kinmen and Matsu); because of cold-chain limitations, chilled and frozen items are delivered to the main island only.

Items in different temperature zones must be packed and shipped separately. If an order contains ambient, chilled and frozen items, it will arrive as two or three parcels, each with its own tracking number.

Free shipping is based on the subtotal of a single temperature zone; different zones are not combined. Ambient deliveries to the outlying islands carry an additional NT$150 remote-area surcharge.

• Orders paid by 15:00 ship the same day; orders paid after 15:00 ship the next working day.
• We don’t ship on Sundays or public holidays; orders placed after 15:00 the day before roll over to the next working day.
• Pre-order and seasonal items ship on the date shown on the product page.
• Black Cat usually delivers to the main island within 1 working day of dispatch, and to the outlying islands within 2–3 working days. You can request a morning, afternoon or evening delivery slot in the order notes at checkout; actual timing depends on the courier.

• Please sign for chilled and frozen parcels in person and put them straight into the fridge or freezer — don’t leave them sitting at room temperature.
• If no one is in, Black Cat will leave a card and try again the next day. Cold-chain parcels not received after two delivery attempts are returned to us, and any cost of reshipping is borne by the customer.
• Please make sure the delivery address and phone number are correct. If a parcel is returned because of incorrect details and the items are past their best-before date, we’re unable to resend or refund it.

Under Article 19 of Taiwan’s Consumer Protection Act and Article 2 of the Guidelines on Reasonable Exceptions to the Right of Cancellation in Distance Sales, perishable food with a short shelf life is exempt from the seven-day cooling-off period. All of our desserts, cakes, cookies and bread fall into this category, so once a parcel has been signed for, we can’t accept returns or exchanges for reasons other than a defect.

In the following cases we take full responsibility. Please take photos (of the outer box, the items and the delivery slip) and contact us within 24 hours of delivery, and we’ll send a replacement or give you a full refund:

• The items arrived spoiled, melted, badly broken, or with damaged packaging.
• We sent the wrong item or fewer items than ordered.
• A cold-chain parcel clearly wasn’t kept cold in transit (for example, frozen items arrived fully thawed).

Refunds are made to your original payment method: credit card refunds take about 7–14 working days to appear, depending on your card issuer; ATM transfers and convenience-store payments are refunded to a bank account you provide.

You can cancel or change an order any time before it ships — just contact us with your order number. Once a parcel has been handed to the courier, it can no longer be cancelled.