FAQs

Because we are a small mother-daughter-only company, we cannot provide customer service by phone. The best way to reach us is via email at taylor@themalamarket.com. We also try to respond to all queries through our social media accounts on Facebook and Instagram. Our mailing address is The Mala Market, 2812B Vaulx Ln., Nashville, TN 37204

Important: We generally answer emails about lost or damaged shipments within 1 business day. If you have not heard from us within 2 business days, please check your spam or junk folder. Even if you initiated the email chain, our reply may end up in spam.

Because shipping is very expensive! (Despite what Amazon would have us believe). And it is particularly expensive for heavier, bulky items such as bottled sauces that must be bubble-wrapped in padded boxes. The rates we charge for shipping are only a portion of the actual cost of shipping, and we subsidize the rest of the cost—particularly for shipments to the West Coast. We must charge the customer for a reasonable percentage of the actual cost of shipping because we do not build that cost into the price of the product. We prefer transparency on the true price of both product and shipping. Be assured that shipping is not a revenue line for us, but a rather large expense. So as much as it pains us to charge for it, we must. 

We use USPS Priority Mail for most shipments, and UPS Ground for larger boxes. These services offer package tracking and also pay claims for lost or damaged shipments. Less expensive shipping classes do not offer tracking, making it impossible to locate missing packages. These are also the fastest reasonably priced shipping services, promising—but not guaranteeing—delivery in 2 to 3 business days for USPS Priority Mail and 2 to 5 days for UPS.

We strive to process and ship orders within 1 to 2 business days. However processing occasionally takes longer during peak order times—for example, when we send out a newsletter and everyone orders at once! After we ship your order, it generally takes another 2 to 3 business days for delivery. But large orders shipped via UPS can take up to 5 business days for delivery to the West Coast. See following entries for more details. 

Neither carriers nor The Mala Market can guarantee delivery of your order by a certain date. But if your package is not delivered by the date promised by the carrier we want to hear from you. We can check the tracking information the carrier provides (as can you) to see where things went awry. The great majority of the time, packages are delivered within a day or two after the missed delivery estimate. If your order does not arrive in a reasonable time—of if it arrives damaged—we will replace it at no cost to you. 

Exception: If USPS or UPS delivers your package and marks it as delivered, then it is no longer trackable and they will not accept responsibility for it or pay a claim if it goes missing. Please provide a full, correct and safe delivery address, so you do not incur a second shipping charge. 

If your shipment or individual product is damaged upon receipt, please take clear photos of the damage and email them to us at taylor@themalamarket.com within 7 days so that we can quickly assess the situation and provide a replacement. Please also retain the box and packaging until you hear from us about whether we will need it to file a claim for the damage. 

We are happy to ship our spices and lighter-weight products internationally. Bottles are more expensive to ship and are at higher risk of damage over long hauls, but we pack them well and have not had many problems. We purchase additional insurance on international orders to mitigate the risk, so if your shipment is lost or damaged we will replace your order or refund you after the claim is paid. The insurer will not accept claims until 40 days after ship date.

Enter your address at checkout to see actual shipping cost. If you do not see your country, email us and we will add it. Rates are unfortunately quite high, but out of our control. We use USPS for all international shipments, and your local postal service will make the delivery. Customers are responsible for all local VAT and other applicable taxes.

Please remember that international shipping takes weeks, not days. Packages can be held up anywhere along the line, and particularly at Customs in your country. Check the tracking information we emailed you for the latest movement.

Like most small food companies, we typically do not accept returns or offer refunds, except in the case of damaged, defective or spoiled items. However, we want you to be happy with your purchase, so if you have any concerns or are not satisfied with your products, please contact us at taylor@themalamarket.com within 7 days of receiving your order. Where returns are possible, refunds will be issued for unopened product(s) only, not including shipping. 

Please see each product page for details on provenance, manufacturing process and storage guidance for our products. In short, whole spices have a shelf life of approximately two years if stored in a cool place, and even longer if frozen. Most fermented sauces can be stored in a dark cupboard, but refrigeration will extend their shelf life. Note: Chinese-made products usually have the PRODUCTION date stamped on the bottle or package. This is NOT the expiration date. We do not ship expiring products, but we are human and sometimes makes mistakes. If you have any questions, email us at taylor@themalamarket.com