Shipping & Logistics Policy

Kzaza Kitchen ("we", "us", or "our") operates the website www.kzaza.com (the "Service"). We ship seasonings, sauces and meal kits worldwide from Chengdu, Sichuan, China. This policy explains our channels, packaging standards, transit times and freight responsibilities for both retail parcels and wholesale container shipments.

We operate a dual-channel logistics network so that retail customers, distributors and importers can choose between speed and cost.

• Air express (DHL / FedEx / UPS): retail and sample orders, typically 5-9 business days door to door.
• Air freight: 50-300 kg trial orders for distributors, 7-12 business days airport to airport.
• Sea LCL (less than container load): consolidated pallets, 22-38 days port to port depending on lane.
• Sea FCL (20ft / 40ft full container): bulk wholesale programmes, 25-45 days port to port.
• Overland / rail freight to Central Asia, Russia and Europe on request.

• Retail orders: dispatched within 1-3 business days of cleared payment.
• Stock wholesale orders: 5-10 business days after deposit confirmation.
• OEM / private-label production: 20-35 days after artwork and formula sign-off.
• Orders placed on Chinese public holidays are processed on the next working day.

Every sauce pouch and seasoning sachet is packed to survive long-haul cross-border transport and tropical humidity.

• Multi-layer aluminium foil retort pouches, nitrogen-flushed and heat-sealed.
• Moisture-proof inner liners plus desiccant for powdered seasonings.
• Five-layer export cartons with edge protection and pallet strapping.
• Drop-test and compression-test validated carton specification.
• Cartons marked with product name, lot number, production and expiry date, net weight, gross weight and carton dimensions.

• Retail orders are quoted DDU / DAP unless otherwise stated at checkout.
• Wholesale orders are quoted EXW, FOB Shanghai / Shenzhen, CIF or DDP by agreement.
• Under FOB and CIF, risk passes to the buyer once goods are loaded on board.
• Under DDP we handle export clearance, freight, import duties and last-mile delivery.

Import duties, VAT/GST and customs handling fees are payable by the buyer unless the order is expressly quoted DDP.

• Standard export documents: commercial invoice, packing list, bill of lading or air waybill, certificate of origin.
• Food-specific documents on request: health certificate, ingredient breakdown, production flow chart, shelf-life statement, non-GMO and allergen declarations.
• FDA prior notice filing support for United States shipments.
• Halal, ISO 22000, HACCP and CE-market documentation available for qualifying SKUs.

• A tracking number is emailed within 24 hours of dispatch.
• Container shipments receive a shipping advice with vessel name, ETD, ETA and B/L copy.
• If a parcel shows no movement for 10 business days, contact kzaza@kzaza.com and we will open a carrier investigation.

1. 1Photograph the outer carton, the seal and the affected goods before unpacking further.
2. 2Email kzaza@kzaza.com within 7 days of delivery with your order or B/L number.
3. 3We verify against production lot records and carrier proof of delivery.
4. 4Approved claims are resolved by free replacement in the next shipment or a refund of the affected value.

Logistics questions: kzaza@kzaza.com, WhatsApp support 10:00-22:00 (GMT+8). Kzaza Kitchen, Chengdu, Sichuan, China.