I'M HAVING TROUBLE PLACING MY ORDER. CAN YOU HELP ME?
Absolutely! We're always glad to talk to you and try to fix any issues. You can reach us by email or at our shop phone from 10 a.m. to 6 p.m. Central time Monday through Saturday: 312-339-8389. Contact us and we'd be happy to help!
HOW FAST DO YOU FILL AND SHIP OUT ORDERS?
The bulk of what we sell is made to order, in an effort to ensure that our spices, sugars and other edible products are as fresh as possible. On average, we ship 2-to-5 business days after your payment clears. Often, we ship faster. We want to get your order out to you as soon as we can!
One key exception: During the Christmas season and certain other peak retail times, there can be some delays due to order demand.
ABOUT THAT CHRISTMAS RUSH...
Our Christmas rush starts in early November and continues through late December. During this period, we do our best to get products out as quickly as possible. However, it can take up to TWO (2) weeks or more for orders to be filled and shipped out. This does not include the time it takes for the package to physically ship to you. (So order early!)
During these rush times, we regularly update our Facebook page to let customers know about shipping updates.
CAN YOU WORK AROUND MY FOOD ALLERGIES?
Very likely. Our certified commercial kitchen is NUT FREE! However, we do use ingredients in the kitchen that include milk, gluten and soy as sub-ingredients. Because of this, we DO NOT recommend our products for people who have allergies to these ingredients or other related food intolerance.
Please contact us prior to purchasing our products if you have questions about ingredients or potential allergens. You can reach us by email at: firstname.lastname@example.org
ARE YOUR SPICE BLENDS GLUTEN-FREE?
The majority of our products are gluten free. Only a few of our products have gluten in them - such as our Key Lime Pie and our Chocolate S'mores popcorn seasonings, which have ground graham crackers. We source our supplies carefully, so if you're concerned or have questions about any of our ingredients, please contact us by phone (312-339-8389) or email (email@example.com) and we'd be happy to create a personalized collection of goodies for you!
DO YOU SHIP OUTSIDE THE US?
Yes! Please note that appropriate duty taxes may be due and payable by the customer to overseas Customs Authorities. We do not collect these duties or VAT taxes for you.
DO YOU SHIP YOUR POPCORN KERNELS INTERNATIONALLY?
We ship our kernels to many countries - but there area some exceptions, due to import regulations. We currently do not ship our popcorn kernels to Australia, New Zealand, France, Italy or Spain. Please note that if you purchase them, we will need to cancel and refund that portion of your order. Our apologies!
CAN I PICK UP MY ORDER AT YOUR RETAIL SHOP IN CHICAGO?
Absolutely. Contact us to set up a local pick-up order.
WHERE IS YOUR RETAIL SHOP?
We're at: 4302-A N. Pulaski Road, Storefront, Chicago, Illinois, 60641
Need to find us on a map? Click here.
We'd love to see you, so stop by and say hi!
HOW DO I USE MY COUPON CODE OR GIFT CERTIFICATE CODE?
Please type that information in during check out. Please note: Coupon codes must be used at time of purchase, and cannot be added to an existing order after the order has been placed and paid for.
I PLACED MY ORDER - NOW WHAT?
We will ship your order to the shipping address that you give us during check-out. Please double-check that this address is correct! We send out all communication about your order - including the tracking number of your order, once it ships - to the email address you use on your order.
If USPS or FedEx does not ship to the location on your invoice, we cannot guarantee that the package will get there and do not recommend shipping to that location. Solution? Choose a location you know can received mail. Why? Because if the package comes back to us due to the mail carrier being unable to deliver it, you will be responsible for the cost to reship the package to another address.
Shipping fees are based on destination, size and weight of package. Items shipped in the US weighing 13 ounces or less typically are sent via USPS First Class mail. Items weighing over 13 ounces are sent via USPS Priority Mail or FedEx Ground. Once an order is shipped, the package generally arrives in 2 to 9 business days, depending on geographic location. Orders valued at $100 or more require a signature confirmation upon delivery. (We do what we can to prevent mail theft!)
CAN I SHIP AN ORDER TO A GIFT RECIPIENT?
Absolutely! Simply make sure that the "Ship To" address is filled out to the correct person and location during check-out, as all orders are shipped to the address and person listed on the sales invoice. Let us know in the "NOTES" section during check-out if you would like us to include a free gift message!
If you would like to order multiple items, and wish them to be shipped to more than one location, please contact us ahead of time to set up a custom order. You can reach us by phone at 312-339-8389 or by email at firstname.lastname@example.org
ARGH! I USED THE WRONG ADDRESS ON MY ORDER!
It happens to all of us. Don't worry - we might be able to help! Let us know ASAP by responding to the confirmation email you receive after your order was processed - or you can email us directly at email@example.com and let us know what happened. If your order has not yet shipped out, we can update your invoice with the correct information.
Speed (on your part) is really important. Why? Because if the order has shipped, or we are not notified of the mistaken address before the order ships out, our hands are tied - and Dell Cove Spice Co. will not refund the order or replace the order for free.
I'M IN A RUSH! CAN YOU EXPEDITE MY ORDER?
Please contact us to set up a rush order by calling us at the shop: 312-339-8389. Please note that unless an expedited guaranteed shipping service is selected by you, we cannot guarantee timely delivery due to inclement weather and other factors out of our control, such as acts of God (seriously strange things can happen in the world of postal delivery).
SPEAKING OF DELAYS DUE TO WEATHER (OR OTHER SIGNIFICANT EVENTS):
There are many things we can control - but weather is not one of them. We live and work in the Midwest. In the winter, it can snow here. A lot. This can affect our delivery schedules. Weather woes happen elsewhere, too. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please know your package may be delayed.
MY ORDER SHOWS THAT IT WAS DELIVERED, BUT I CAN'T FIND IT. WHAT DO I DO?
It's rare - but things do happen sometimes with the mail. Here's what you need to do:
1. Verify the shipping address on your invoice is correct.
2. Look around the delivery location for a notice of attempted delivery. (Is there a sheet of paper stuck on your door or inside your mailbox?)
3. Look around the delivery location for your package. (Was the package left near your back door? In the front bushes?)
4. Check with neighbors and others at the delivery location, to see if someone else accepted the delivery. (This does happen. Shocking, but true!)
5. Contact your local post office, to see if they are holding the package. (The post office may not have been able to delivery the order for some reason.)
6. Wait 48 hours. Why? Because packages can show as delivered via USPS, but still actually be in transit.
We are happy to help you figure out what happened. However, talking directly to your local post office often is the fastest way to solve the problem.
If you believe your package has been stolen after taking these steps, please contact us and we will work with you to file a stolen package report (mail theft, after all, is a federal crime here in the U.S.).
THE POST OFFICE SAYS THEY ARE UNABLE TO DELIVER MY PACKAGE. WHAT DO I DO?
Again - ARGH! For some reason, the post office can't drop off your package. (We're not sure why, either.) So you will need to go to your local post office branch to pick up your package. If you don't pick up your package from the post office, then USPS will return the order to us after a period of time. If your package is returned to us, then we will assume you have refused delivery. If it was a food product(s) you ordered, the product(s) will be destroyed.
DO YOU OFFER WHOLESALE OR FOOD SERVICE ACCOUNTS?
Absolutely! If you run a restaurant or bar, operate a brick and mortar retail shop or are in the hospitality industry, we'd love to work with you. Please email us at firstname.lastname@example.org for an application to fill out. Our initial order minimum is $150 for businesses with one location, and $400 for businesses with two or more locations.
Your privacy is very important to us. We do not sell or rent any of your personal information to any third party. Your information is used for the sole purpose of completing your purchase or contacting you regarding your purchase.
However, if you've come into our site through Pinterest - and who doesn't love Pinterest? - here's a gentle FYI: If you are using Pinterest's buyable pins to get to our site (or any other ecommerce site), there is a sales conversion tracking tag that Pinterest uses that collects data to measure advertising effectiveness. (Just thought you might like to know that.)