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SHIPPING & RETURNS

Shipping Policy

Please note that order processing times are separate from shipping times displayed at checkout.

 

Shipping Origin

All orders are shipped from our warehouse in Roseville, California.

 

Shipping Destinations

We currently ship to all 50 U.S. states, including PO Boxes and military (APO/FPO) addresses.

 

Free Shipping

We offer free standard shipping on orders of $65 or more, with the following exceptions:

  • Orders containing frozen items (additional handling fees apply)

  • Shipments to PO Boxes or military addresses

  • Deliveries to Alaska and Hawaii

 

Shipping Rates (Orders Under $65)

We no longer offer flat-rate shipping. Shipping costs are calculated at checkout based on:

  • Total order weight

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​​Shipping Options​​​​​

Customers may choose from the following couriers:

  • UPS Ground

  • UPS 3 Day Select

  • UPS 2nd Day Air

  • USPS Ground Advantage

  • USPS Priority Mail​

At this time, our checkout only displays USPS and UPS shipping services. If you would prefer FedEx shipping, please contact us at sales.sentromarket@gmail.com. Additional charges may apply based on FedEx shipping rates.

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Processing & Delivery Time

  • Orders are processed within 1–3 business days (excluding weekends and holidays) after order confirmation.

  • Once shipped, you will receive a confirmation email with tracking details.

Estimated delivery timeframe:
Mainland

Processing (1–3 business days) + Transit (1–8 business days)

APO/ FPO

Processing (1–5 business days) + Transit (1-5 weeks)

Hawaii/ Alaska

Processing (1–5 business days) + Transit (1-10 Days)

 

Frozen and Jasmine Rice Products Shipping

  • Frozen and Jasmine Rice products incur additional handling fees, even if your order qualifies for free shipping.

  • Items are packed in insulated thermal bags with dry ice to maintain temperature.

  • Frozen orders typically ship Monday through Tuesday (Wednesday shipments may occur depending on destination) to minimize transit delays.

Important Notice:
Due to the nature of frozen goods, we are unable to offer refunds or replacements for items that arrive thawed or are delayed in transit.

 

Address Changes

If an order has already shipped and a delivery address correction is required, a fee starting at $10 will apply.

 

International Shipping

We offer international shipping to select countries. Rates are calculated at checkout based on package weight and destination.

 

Order Summary

  • Orders below $65 → Calculated shipping rates apply

  • Orders $65 and above → Free shipping (exclusions apply)

  • Orders $65 with frozen items → Additional handling fees apply

 

Tracking Information

Once your order has shipped, you will receive a tracking number via email.
Please allow up to 48 hours for tracking information to update.

 

Local Delivery

We offer same-day local delivery for orders over $25 within a 10-mile radius of West Roseville. Orders must be placed before 3:00 PM to qualify.

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Local Pickup

We offer same-day local pickup Monday through Saturday for orders placed between 8:00 AM and 3:00 PM. You will receive a separate email with additional pickup information.

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Payment & Verification Notice

For your security, we do not store or have access to your full credit card details.
If any additional charges or order verification are required, our team may contact you via email or phone before processing your order.
If needed, our team may contact you via email or phone to verify order information before processing.

Return Policy

If you are not satisfied with your order, please contact us—we’re here to help.
We accept returns within 5 days of delivery, subject to the conditions below. All returns must be authorized in advance by SENTRO.

 

Return Guidelines

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Request Process
To initiate a return, please email us at sales.sentromarket@gmail.com with your order details.

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Return Shipping Fees

Customers are responsible for return shipping costs, and original shipping and handling fees are non-refundable.

  • If the return is due to our error (e.g., wrong or defective item), return shipping will be covered at no cost to the customer.

  • If the return is due to customer reasons (e.g., change of mind), we will provide a return shipping label. The cost will be based on the package weight, size, and shipping distance, and will be deducted from your refund. A 20% restocking fee will also apply.

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Packaging
All items must be returned in their original packaging.

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Condition
Products must be unused, unopened, and in resalable condition.

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Required Information
Please include the name of the original purchaser and order number with your return request.

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Refunds
Approved returns will be refunded to the original payment method, excluding shipping and handling fees.

 

Non-Returnable Items

Due to the nature of our products and shipping conditions, we do not accept returns for:

  • Opened or partially consumed items

  • Perishable or frozen products

  • Items that have been tampered with or damaged due to misuse or improper handling

  • Orders affected by carrier delays or events beyond our control (e.g., weather, natural disasters)

Please note: We do not offer exchanges at this time.

 

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery at sales.sentromarket@gmail.com.

Include:

  • Your order number

  • Clear photos of the item(s) and packaging

We will review each case and work with you to provide an appropriate resolution.

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Important Notes

  • Shipping timelines and handling conditions (especially for frozen items) are outlined in our Shipping Policy.

  • Frozen and perishable items are final sale and not eligible for return or refund due to transit conditions.

 

For any questions, please contact us at sales.sentromarket@gmail.com.

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