Shipping policy
We take care when packing and shipping every order. This policy explains our processing times, shipping options, delivery responsibilities, and package-protection process.
Order Processing
Most orders are processed within one business day.
Orders placed after 11:00 a.m. Eastern Time may begin processing on the next business day. Processing may take longer during holidays, severe weather, and other high-volume periods.
Processing time is separate from shipping time. Expedited and Rush transit estimates begin after the package leaves our facility and do not guarantee same-day shipment.
Shipping Rates and Delivery Estimates
Shipping rates and order thresholds apply separately to each delivery address.
Available shipping methods are based on:
- The delivery address
- The products in the order
- Expected transit time
- Carrier service availability
All delivery dates are estimates and are not guaranteed.
Ground Shipping
- Cost: $15 per delivery address
- Free Ground Shipping: Available for orders of $150 or more per delivery address when the destination is within the eligible UPS two-business-day Ground area
- Perishable products: Estimated transit time of up to two business days
- Non-perishable products: Estimated transit time of up to five business days
Perishable products may ship by Ground only when the destination is eligible for delivery within two business days. If Ground Shipping cannot deliver a perishable order within the required window, an expedited shipping method will be required.
UPS Ground Shipping Map
Use the map below for a general estimate of UPS Ground transit times from our fulfillment center.
You can also open the UPS Ground Shipping Map in a new window.
The map is provided as a general guide only. Final shipping eligibility, rates, and available methods are determined at checkout based on the delivery address, products ordered, carrier service availability, and expected transit time.
Expedited Shipping
- Cost: $30 per delivery address
- Orders of $150 or more: A $15 shipping discount reduces the cost to $15
- Estimated transit time: Two business days after shipment
- Availability: Eligible addresses within the contiguous United States
Rush Shipping
- Cost: $45 per delivery address
- Orders of $150 or more: A $15 shipping discount reduces the cost to $30
- Estimated transit time: One business day after shipment
- Availability: Eligible addresses within the contiguous United States
Perishable Shipping
Perishable orders are scheduled based on the destination, selected shipping method, carrier schedule, and expected delivery date.
To protect product quality, we may hold a perishable order rather than allow it to remain in transit over a weekend or carrier holiday. This may result in a later ship date, even when an expedited shipping method is selected.
We use insulated packaging and ice packs when appropriate. Customers are responsible for retrieving and refrigerating perishable deliveries promptly after arrival.
Ice packs may arrive partially thawed or no longer frozen. This alone does not necessarily mean the products are unsuitable for consumption.
If a perishable product arrives damaged, spoiled, unusually warm, or otherwise in an unacceptable condition, do not consume it. Submit a request through our Help Center within 48 hours of delivery.
SavedBy Package Protection
SavedBy Package Protection is an optional service available during checkout. It may provide coverage for eligible packages that are:
- Lost during carrier transit
- Stolen after delivery
- Marked delivered but not received
- Damaged during carrier transit
Coverage is subject to SavedBy’s terms, exclusions, reporting deadlines, and claim-review process.
Filing a SavedBy Claim
If your order includes SavedBy Package Protection:
- Locate the confirmation email sent by SavedBy after placing your order.
- Select File a Claim in that email.
- Follow the instructions to submit your claim directly to SavedBy.
This is the fastest way to begin the claim process.
If you cannot find the email, check your spam or promotions folder. If you still need help, submit a request through our Help Center. Our Customer Service team can assist with filing the claim.
SavedBy reviews each claim and determines whether it qualifies for a refund or replacement. Di Bruno Bros. cannot guarantee claim approval or a specific resolution.
Orders Without Package Protection
If SavedBy Package Protection was declined or removed at checkout, the order is not eligible for an automatic complimentary refund or replacement from Di Bruno Bros. for:
- Loss during carrier transit
- Theft after delivery
- A package marked delivered but not received
- Damage caused during carrier transit
You may contact the carrier directly for additional delivery information or assistance.
Di Bruno Bros. may review exceptional circumstances individually, but assistance is not guaranteed.
This limitation does not apply to confirmed Di Bruno Bros. packing errors, incorrect items, missing items caused by a fulfillment error, or product-quality concerns unrelated to carrier transit.
Shipping Addresses
Please provide a complete and accurate shipping address at checkout, including any applicable:
- Apartment or unit number
- Suite or floor
- Company name
- Building information
If you need to request an address change, contact us as soon as possible. We will make a reasonable effort to update the address, but changes cannot be guaranteed once processing or fulfillment has begun.
If an order is delayed, returned, lost, or delivered incorrectly because the address provided was incomplete or inaccurate, it may not qualify for a complimentary refund or replacement.
The customer may be responsible for:
- Carrier address-correction fees
- Return-to-sender charges
- Replacement products
- Reshipping costs
SavedBy Package Protection may not cover issues caused by an incorrect or incomplete address. Coverage remains subject to SavedBy’s terms and review.
If Di Bruno Bros. ships your order to an address different from the complete address provided at checkout, submit a request through our Help Center so we can correct the issue.
Refused, Undeliverable, and Returned Packages
Customers are responsible for ensuring that the recipient can receive the delivery.
A package may not qualify for a complimentary refund or replacement if it is:
- Refused by the recipient
- Left unclaimed
- Returned after unsuccessful delivery attempts
- Undeliverable because of incomplete or incorrect information
For food-safety and quality reasons, returned perishable products cannot be reshipped.
If a replacement is approved, it must be prepared using new products. The customer may be responsible for replacement-product costs, reshipping charges, return-to-sender fees, and other carrier charges.
Original shipping, expedited shipping, and package-protection fees are not refundable when delivery fails because of recipient unavailability, refusal, or incorrect or incomplete information.
If the delivery failure resulted from a confirmed Di Bruno Bros. error, please submit a request through our Help Center so we can provide an appropriate resolution.
Delivery Delays
Delivery dates are estimates. Weather, natural disasters, carrier disruptions, holidays, and other events outside our control may affect processing or delivery.
If your protected order is affected by an eligible shipping issue, use the File a Claim link in your SavedBy confirmation email.
Order Tracking
Once your order ships, you will receive a confirmation email with tracking information.
Tracking updates may take up to 12 hours to appear after the shipping confirmation is sent.
Saturday Delivery
Saturday delivery may be available for certain destinations based on carrier service and address eligibility. Saturday delivery is not guaranteed.
Order Changes and Cancellations
If you need to change or cancel an order, please submit a request through our Help Center as soon as possible.
We will make a reasonable effort to accommodate your request, but changes and cancellations are not guaranteed.
Once fulfillment has begun, including product preparation, picking, packing, or shipment processing, the order cannot be changed or canceled.
Submitting a request does not mean the request has been approved. Your order remains active unless Di Bruno Bros. confirms that the change or cancellation was completed.
Customized, made-to-order, and specially prepared orders cannot be changed or canceled once preparation begins.
Shipping Restrictions
We currently ship only to eligible addresses within the contiguous United States.
We do not ship to:
- Alaska or Hawaii
- U.S. territories
- International addresses
- PO Boxes
- APO or FPO addresses
Contact Us
For returns, order concerns, SavedBy assistance, or shipping questions:
- Online form: Visit our Help Center and submit a request
- Phone: (215) 599-1363
- Live chat: Available at dibruno.com
- Business hours: Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, excluding observed holidays
Messages submitted outside business hours will be reviewed during the next business day.
When a reporting deadline applies, we use the date and time the request was submitted, not the date our team responds.