FREQUENTLY ASKED QUESTIONS
View basic answers below to some of the most frequently asked questions. If you still need assistance, email us or call (206) 552-8517. Please allow up to 48 hours for us to respond to your call or email. Questions which can be answered via FAQ may take longer to receive a response. We appreciate your understanding.
Q. Can we pick up our order at your facility or meet you somewhere in order to avoid shipping costs?
A. Because orders are shipped directly from a production facility, neither delivery nor pick up is available. We appreciate our loyal customers and friends, but hope you understand we are busy processing made-to-order batches especially for you and numerous others!
Q. We want delivery on a certain date. Can you hold our order and ship it later?
A. Our orders are batched and scheduled off site, sent to the production crew for preparation, then sent to a packing and shipping crew. Because our order volume is high, especially during holidays, extracting an order from the system is difficult and currently not possible. If you wish to have an order sent closer to a certain date, please subtract the processing time frame from that delivery date, then place your order on that date. (Example: For January 3 delivery, your order would have to be shipped by December 30 - assuming seven day processing - and ordered by December 20.)
Q. Can you expedite my order for a special delivery date?
A. We will consider this if at all possible, but the unfortunate reality is we generally cannot honour these requests as they unfairly bump other orders in the queue. Please consider the up to 7 business days processing time (during the holiday season, it can take longer but we will ALWAYS try to get your order made and shipped as soon as we possibly can) when placing your order.
Q. I called or emailed today and have not heard back from you!
A. Due to the volume of orders received, please allow up to 48 hours for us to respond to calls or emails. We will always make an effort to respond as soon as possible, particularly during emergencies, but your understanding is appreciated.
Q. We're good friends or regular customers. Can't we just email or call in our order?
A. We love our friends and regular customers! Please understand our orders are batched and processed by individuals who don't answer our phones or emails. This system is designed to get your order to you fresh and as quickly as possible.
Q. Are your products available in retail stores?
A. We originally sold our products in several retail locations, but discontinued this and our products are now only available via our online store. Occasionally, we will vend at public or special events. Join our Facebook page to learn where we'll be, and when!
Q. I'd like to try a smaller quantity of some of your flavours. Why are some only offered in tin sizes?
A. Our products are made to order in batches, and some of the more exclusive items cannot be made in smaller amounts at a reasonable cost to the customer. Consider sharing a tin with a family member, colleague, or friend!
Q. Do you offer volume discounts?
A. Yes! We offer volume discounts beginning with orders over $500 (excluding tax and shipping).
$500 - $999 5%
$1000 - $2499 10%
$2,500 - $9,999 15%
Q. I'm having problems with Paypal.
A. Some have experienced problems when using IE because our page is framed. It may also be due to cookies settings. Our suggestion is that you use http://popcornchef.weebly.com/store.html should you encounter this issue. If neither works, call us at 206.552.8517 so we can try to assist you.
Q. How do I ship to a third party as a gift?
A. Enter the recipient name, shipping address, and telephone number in the Shipping Address slot when prompted. You will also be asked to enter the Destination Zip Code for the appropriate shipping charge. If you are not given an option to enter a separate shipping address, you may enter it in the Special Instructions box, but you must still enter this zip code as the destination. Please note that due to payment processor security restrictions, we may need to verify address information before approving your order.
Q. Will you ship my order overseas?
A. Our orders are shipped internationally. Please contact us when placing your order to Alaska, Hawai'i or internationally so we can acquire pricing information.
Q. Do your products contain dairy or gluten?
A. Because our flavours are cheeses or made with butter, all will have dairy except Wasabi. Also, some ingredients used to prepare our products may contain gluten. There is a widespread belief that only plain popcorn is considered gluten-free, though it may be prepared or packaged in a facility with other products which contain it.
Q. How long will it take to process and ship my order?
A. All standards orders are shipped via USPS Priority Mail with delivery confirmation. It can take up to 2 days, and 3 days for remote locations. Some deliveries are occurring within 1 day. We assume no responsibility for delays caused by shipping carriers, weather or any damages resulting from the failure to receive an order on time. Please allow up to 7 business days for processing of orders. During the holiday season, it can take longer but we will always work to get your order to you as soon as possible.
Q. My order did not arrive or was sent to the wrong address. What now?
A. Please provide us with accurate and current address information so your package can arrive safely and on time. All shipments include a customer email notification with Tracking Information, which you can use to follow the status and location of your package delivery. If the information you provided was incorrect and it leads to delivery errors, please contact U.S. Postal Service directly and provide them with the proper data so your package can be redelivered. We regret that we cannot play an active role in this process unless our error led to the loss or wrong delivery. If your package was lost, please file a claim with USPS immediately.
Q. My popcorn arrived damaged. Do you issue refunds or exchanges?
A. We take extra effort to ensure that your merchandise arrives safely. However, accidents do happen. When they do, you can help us by following a few simple guidelines.
Always thoroughly inspect the product upon delivery. Open all boxes, remove the packaging and take extra care to inspect the product. If the unit is damaged or if the packaging is significantly damaged, please contact us within 2 business days of receipt of the product so we can assist your filed claim with USPS. Please hold onto the damaged merchandise in case the shipping carrier wants to collect the damaged merchandise as part of the claim process. Make sure to include notes about the condition of the box, packing materials, etc. Please do not eat the products and contact us later asking for a new bag to be shipped! If there is a quality control issue on our end, we want to know about it and see it so we can address it. Return the product to us at our expense.
Q. I cancelled my order. How long will it take to process a refund?
A. Please allow up to 48 hours for a response to your phone or email request, and 3-4 business days thereafter to process your refund. We make every effort to do so as quickly as possible, but appreciate your patience - especially during busy seasons.
Q. Do you donate to organisations for fundraising efforts?
A. Our owners are very community and civic minded, and encourage this throughout the team. We regret that we cannot honour all of the numerous requests received for donations, However, we do offer an excellent fundraising option for entities looking to raise money.