Frequently Asked Questions
GENERAL
ORDERING
PAYMENT
SHIPPING OPTIONS
GENERAL
Do you have a walk-in store?
Not at this time. However, since we operate primarily online, this allows us to stock additional hard-to-find items not regularly available in most stores. Plus we ship to most US addresses.
Do you have a catalog?
Yes. Just click on
Request a Catalog from our homepage. Keep in mind that prices tend to change after the catalog is printed, so for the most accurate pricing please use our website.
What do I do if I am not satisfied with a product?
The quality of our products and your satisfaction is our top priority. Please give us a call at 877.220.4181 and speak with one of our customer service representatives.
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ORDERING
I don't feel comfortable giving my credit card information over the Internet. How can I place an order?
We use the latest in security technology to ensure your sensitive information is protected. However, you may also call us toll-free at 877.220.4181, between 8:00 am and 7:30 pm EST to place an order over the phone with one of our customer service representatives.
I have a large order and need to ship to multiple addresses. What is the easiest way to do this?
Please call us toll-free at 877.220.4181.
What happens after I place an order?
When your order is placed on the web site, you will see a "Thank
You" page, which will have an online order confirmation number
on it. This is confirmation that your order has been successfully placed. Your order is then sent over a secure connection to our
local server and you will receive an email confirmation at the address
you provided once your order has been received by us. The order
confirmation e-mail will also contain all the information about your order.
We recommend that you review your order and if you notice an error
(such as a transposed address, misspelling, etc.) please e-mail
us the correction, your order number, and your daytime
and evening phone numbers to facilitate the process. We will be
happy to change any information as long as your order has not been
boxed and shipped. Once your order is shipped we will notify
you via e-mail, with a tracking number so that you can track your
order. Most orders ship from our warehouse within 1 business day.
What if I did not receive an order confirmation via e-mail?
You will receive an order confirmation message via e-mail shortly
after we receive your order. If you do not receive this message
within 30 minutes after placing your order, there might be a delay or the confirmation could have gotten trapped in your spam folder. We recommend adding our email address, orders@gourmetfoodstore.com, to your email contacts to make sure that you receive communications regarding your order. Please feel free to
contact us at 877.220.4181 to ensure that your order is being
processed.
How do I find out the status of my order?
You will receive a shipment confirmation via e-mail normally within
one business day of your package shipping. (If you ordered an item
in advance or a pre-order item, your item may not be shipped for
up to 2 weeks.) Your shipment confirmation e-mail will also include
the order tracking number so that you can track the status of your
package. You can also visit the
My Account page to view the current status of your order along with shipment and tracking information.
Can I cancel an order?
If your order has not already been shipped, we may be able to cancel it. To do so, please contact our customer service department at 877.220.4181. If your order has already been shipped out for delivery, we will be unable to cancel it. Between November 1 and December 31, due to the high volume of holiday orders, we are not able to cancel orders once placed.
Why isn't your site working with my browser?
We try our best to build our site for everyone, however occasionally
there may be issues with a particular browser version that you are
using. If so, first try deleting your browser cookies and cache, and if the problem still persists, try updating your browser to the latest version.
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PAYMENT
What methods of payment are accepted?
We accept a variety of credit cards including American Express,
Discover, MasterCard, and Visa along with PayPal.
I keep getting a message that there is a problem with
my card. My card is fine. Why does that keep happening?
We have a series of checks we conduct
to verify the credit card is valid and secure. Here are a few items
you might want to check to make sure the information you are providing
is correct: make sure you have selected the correct card type
for the card you are using (i.e. Visa, MasterCard, American Express,
Discover), make sure the billing zip code that you entered matches that of
the credit card you provided, also make sure the expiration date of the card is correct and that you have entered the correct. Card
Security Code or Card Verification number, the
last 3 digits over your signature on the back of your Visa or MasterCard, or the four-digit number to the top-right on the front of your American Express card.
What was the total charged to my credit card?
When you place your order online, you are presented with the price
of the merchandise, the shipping charge, and any discounts during checkout. This total charge should also be shown on your confirmation
and shipment e-mails that you received after placing your order.
When your order is shipped, your card will be charged. The final price of your order will be shown in the shipment confirmation email sent to you when the order is shipped.
Do you offer special pricing for commercial customers?
We regularly serve customers in the hospitality and food-related industries like high-end grocery stores, restaurants, hotels, catering companies, and cruise ships. We value our loyal customers and can offer special pricing to qualified customers through our
Wholesale Program, where you can take advantage of our high quality products at even more competitive prices.
Can you invoice me or can I send a check or money order?
No. We require individuals to use a credit card or PayPal to make a purchase.
Is it safe to use my credit card online?
Yes. We never send personal information, such as your credit card
number, over the network in a way that is readable to anyone but
us. We encrypt your information and send it over the Internet using
SSL (secure socket layer) technology. When your browser is in secure
mode, you will notice an unbroken key or lock icon at the bottom
of the browser window.
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SHIPPING OPTIONS
Do you offer same day delivery?
We do not hand-deliver our product so the earliest that you
can receive your order is the following business day if you order before 2 pm EST Monday through Thursdays. We also have a Saturday delivery option as well.
Do you ship to Canada, or anywhere outside the U.S.?
We ship only non-perishable items to international destinations. We do not ship to all international destinations however. If you have questions, please e-mail us at
orders@gourmetfoodstore.com.
Do you deliver to hospital patients?
No. We recommend that you ship the package to the patient's home
or to a family member or friend that can take it to the hospital.
This is for your protection. Our carriers must deliver to the hospital
dock and then the internal hospital staff must get the gift to the
patient. In the past, we found that nearly 50% of the time the internal
hospital delivery department either lost the package or left the
package sitting for extended periods of time which meant they didn't
get it delivered to the patient before they checked out.
Can you deliver to a PO or APO Box?
Sorry, not as this time.
What are the shipping options?
All perishable items are shipped Overnight to ensure freshness. For any other item you may chose Ground (3-6 business days), 2nd Day, or Overnight.
If I request Overnight delivery today will my order arrive tomorrow?
Not necessarily. An order may take up to 3 business days to ship, so even though you request Overnight delivery, that only means the shipping method is overnight, not that it will arrive the next day after you place your order. If you have a specific delivery that in mind, there is a calendar during the checkout process where you can select a specific delivery date. During checkout, on the top right you'll also see an estimated shipping date based on the items in your cart.
Why do I only see Overnight as a shipping
option? Can’t I ship my order any other way?
If you only see Overnight as a shipping option, you
most likely have at least one perishable item in your basket. We
only ship perishable items overnight to guarantee freshness.
Do you deliver on Saturdays?
We deliver on Saturdays for an additional surcharge. The surcharge
amount will be noted once you’ve selected your shipment date
during the ordering process.
How much will shipping cost?
Shipping costs are dependent on a number of factors. Your basket will show your shipping cost as you checkout. You can also
view our shipping rates and terms here.
Can I specify a future delivery date?
Yes, we have a shipping calendar during our checkout process so that
you can specify an advanced delivery date on our checkout order
form.
Are the delivery dates guaranteed?
Ground shipment delivery dates are not guaranteed. 2nd day shipments will arrive the two business days after shipping.
Overnight shipments will arrive by the next business
day after shipping. We can not guarantee shipping times however as unforseen weather or mechanical delays may occur with FedEx during shipment.
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