Refund policy
SHIPPING POLICY
Where we ship
We ship within the contiguous United States. We're not able to ship to Alaska, Hawaii, or U.S. territories at this time.
Processing time
Every jar of Ớt Gà Đen is made by hand in small batches in California. Orders are processed and shipped within 7 business days. When a batch sells out, the shop will show the product as sold out rather than taking backorders — join our email list for first word when the next batch is ready.
Shipping rates & tracking
Shipping is calculated at checkout based on your address. You'll receive a tracking number by email the moment your order ships.
A note on glass and heat
Our sauce ships in glass jars, packed carefully to survive the trip. The sauce is shelf-stable until opened, so standard transit times are no problem — but once your jar arrives, refrigerate after opening.
Damaged in transit
If your jar arrives broken or damaged, we'll make it right. Email us at hello@otgaden.com within 7 days of delivery with a photo of the damage and your order number, and we'll send a replacement or issue a full refund — your choice. No need to ship broken glass back to us.
Wrong or missing items
If we packed your order wrong (it happens — we're human and our hands are busy), email us within 7 days and we'll fix it at no cost to you.
Address errors
Please double-check your shipping address at checkout. If a package is returned to us because of an incorrect address, we'll contact you to arrange reshipment; additional shipping charges may apply.
REFUND POLICY
The short version
We stand behind every jar. If something's wrong with your order, we'll fix it.
Damaged, defective, or incorrect orders
If your order arrives damaged, defective, or incorrect, email us at hello@otgaden.com within 7 days of delivery with your order number and a photo. We'll send a replacement or issue a full refund to your original payment method — whichever you prefer.
Returns of unopened jars
Because Ớt Gà Đen is a food product, we can only accept returns of unopened jars with the seal intact, within 30 days of delivery. Once we receive and inspect the returned jars, we'll refund the purchase price to your original payment method. Return shipping is the customer's responsibility unless the return is due to our error. To start a return, email us at hello@otgaden.com with your order number.
Opened jars
For food safety reasons, we cannot accept returns of opened jars. That said — if you opened a jar and something genuinely isn't right with it, tell us. We'd rather hear about it and make it right than have you stay quiet. Email us within 30 days of delivery and we'll work something out.
Refund timing
Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the credit.