Frequently asked questions

We ship from Monday to Thursday by express courier, and the package will arrive at your door within 24-48 hours.

We do not ship on weekends so that frozen goods do not remain in transit over the weekend. For example, if you place an order on Thursday after 2 PM, it will be dispatched on Monday and arrive on Tuesday or Wednesday.

The courier will attempt to deliver directly to your door so that the package is not left at a pickup point or with a neighbor.

We do not deliver on Mondays, public holidays, or the day immediately following a public holiday.

Across Romania.

The transportation of frozen products has strict requirements and significant logistical costs. This is why we have a minimum order and different thresholds:

• Minimum order: 100 RON
• Orders between 100 and 399.99 RON → delivery fee 50 RON
• Orders of at least 400 RON → free delivery

We ship from Monday to Thursday. Orders are processed in the order they are received and shipped as soon as possible. Orders placed on Thursday after 2:00 PM, on Friday, and over the weekend will be shipped on Monday, to prevent frozen goods from being in transit over the weekend.

We are currently unable to offer delivery at a fixed time. The courier will contact you by phone before delivery. Please ensure that you are available at the address and that the phone number provided in the order is correct.

If you are not at home and the package cannot be delivered, perishable products may spoil, and we cannot cover re-shipping costs.

Absolutely! We have special conditions for HoReCa partners. Volume-based pricing, scheduled deliveries, and an extended catalog with products available exclusively for professionals.

Write to us at contact@seriosfood.ro or fill out the contact form and we will get back to you with a personalized offer.

We use a thermally insulated box made from recyclable materials and fill the package with dry ice at -78°C. This combination keeps products frozen for a minimum of 48 hours. Longer than the delivery takes.

The package arrives at your door just as frozen as it left the warehouse.

Dry ice is solid CO₂ at -78°C. We use it because it maintains a constant temperature for hours, without water and without mess. It evaporates directly into the air, leaving no trace.

Caution:

• Do not touch with bare hands. It causes frostbite.
• Do not open the sealed bag.
• Leave the bag in a well-ventilated area until it completely evaporates (a few hours).
• Once evaporated, the empty bag goes into paper recycling.

The cardboard box goes into recycling. You can reuse the insulating panels for picnics, the beach, or any cold food transport. Leave the dry ice bag in a well-ventilated area until it completely evaporates, then the empty bag goes into paper recycling.

As soon as you receive the package, place the products in the freezer at –18°C or colder. Unopened products should be stored according to the expiry date on the packaging.

Important:

• Once defrosted, a product should not be refrozen.
• After defrosting, follow the instructions on the product label regarding storage and consumption period.

Our frozen products have a shelf life of 18 to 24 months from the production date, depending on the product. The exact expiration date is printed on each package.

All products comply with ANSVSA regulations and Romanian food safety legislation.

We accept the following payment methods:

• Bank card (Visa, Mastercard, American Express, UnionPay)
• Apple Pay / Google Pay
• Revolut Pay
• PayPal

All transactions are encrypted and secure. We do not store your card details.

Yes. We use the Shopify Payments processor, which complies with the highest level of security for online payments. Your card details are end-to-end encrypted and do not pass through our servers.

We do not currently offer cash on delivery. Due to the perishable nature of frozen products, unpaid and unclaimed orders result in total losses. Advance payment allows us to maintain fair prices for all customers.

Yes. For every order, we automatically issue a tax invoice, which you will receive via email. If you need an invoice for your company, please email us at contact@seriosfood.ro with your company details (company name, VAT ID, registered office address, Trade Registry number) and we will issue the invoice in accordance with Romanian law.

Write to us within 24 hours of receipt at contact@seriosfood.ro with your order number, a brief description of the issue, and a photo (mandatory).

We'll resolve it quickly. Replacement or refund, you choose. Your feedback helps us improve the delivery process.

According to GEO 34/2014 and Romanian law, perishable food products (frozen, refrigerated) are exempt from the right of withdrawal (14-day return) because they can deteriorate quickly.

However, if the product received does not match the order or arrived damaged, you have the legal right to replacement or refund. Contact us within 24 hours of receipt.

After we confirm the complaint, the refund will be processed within a maximum of 14 working days, in accordance with Romanian law.