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

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 shipping services 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. That does not mean that we have a direct line to your local post office or mail carrier or have a way to contact them. But 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. Neither the carrier nor The Mala Market can take responsibility for packages that go missing after they are delivered. Please provide a safe delivery address.

We currently ship to U.S. addresses only. Unfortunately, international shipping of sauces and bottles has proven to be prohibitively expensive, slow and unreliable. 

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. As noted above, we cannot issue refunds for packages that go missing after they have been recorded as delivered by USPS or UPS.

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