Customer Service

Orders

Customer Service

Secure Shopping

Gourmetsleuth.com is a secure, safe shopping site. Our site is protected using 128bit Secure Socket Layer encryption. The first secure page you will see is the shopping cart login-page and all pages in the shopping cart are secure. What this means to you is that all personal information as well as your credit card information is encrypted while it is passed from our web site to your bank's authorization system. Our company is certified through Thawte, a SSL Security Certificate Provider.

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Personal Information

We do not share any personal information with any company. We do not sell or lend our mailing list to any company. Please review our

Privacy Policy Page for complete information.

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Payment Options

GourmetSleuth accepts American Express, VISA and MasterCard credit cards (as well as a Mastercard or Visa debit card). You may also place phone orders and mail a check or money order as well. If you’d like to pay with a check simply proceed through the shopping cart to obtain your total including shipping and any sales tax. Print the form and mail it in with your check. Mail to the address on the Contact Us page.

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Sales Tax

A sales tax of 9.25% is added to all orders shipped to California addresses. Sales tax is not charged on shipments to recipients outside California.

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Telephone Orders

For fastest service we suggest placing your order online.  The orders go directly to the warehouse for shipping.  If you need assistance placing an order please contact us via our Contact Us form. or call us at: 408-354-8281.

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Ordering Times & Shipping Confirmations

Orders received before 1:00pm Pacific Standard Time are normally shipped out within 48 hours but there are occasional exceptions. If you need something by a specific day, please make a note in the "message" section of our order form or contact us at with any specific instructions or requests.

Orders are shipped Monday - Friday. Orders received after 1:00pm Friday will normally ship the following Monday or with 48 "business hours". UPS does not deliver or ship on weekends. If you require a Saturday delivery please call for assistance. Saturday deliveries for UPS are only available to certain areas and a Saturday surcharge will apply.

 

Order Confirmation

Order confirmations are sent immediately upon receipt of your order. Shipping confirmations are sent upon shipment and typically arrive in the evening to your email box.

Most missing confirmations are due to incorrect email address OR they have been intercepted by your spam filter.  If you don't receive an order confirmation email within 10 minutes of your order, please contact us and we will gladly resend.

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Multiple Ship-To Address

Our software allows you to ship to multiple address. So if you wish to ship to someone other than yourself, just type their name in the "recipient" box, and fill in their shipping information on the shipping detail page.

If you want to purchase multiples of the same item to ship to different locations. Just select the item and type in the recipient name, then select the item again, and type in the next recipient name, etc.

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Promotion Codes

GourmetSleuth offers periodic promotion codes and discounts to members. Your gift certificate or promotion code are redeemed during the ordering process at checkout. After you enter your billing information, you will see a box that says Discount Certificate (if applicable). Simply enter your promotion or discount code. Your promotional discount will be factored into your final order upon checkout and will be reflected in your order summary

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Calculate Shipping Costs

Our shipping fees are based on the total weight of your package(s) and the region where the package will be delivered.

The easiest way to view shipping is to allow our shopping cart to calculate it for you. You DON'T have to go all the way through the checkout just to see your shipping. **Additional shipping fees may apply when purchasing more than 10 of an item or for multiples of large, bulky items.

Here is how to calculate shipping:

1 Select the items you wish to purchase
2 On the cart summary page enter:
US: Select your state, then enter your zip code, click calculate
Canada: Select your province, then enter your postal code, click calculate
International: Select your country, enter your postal code, click calculate



*Shipping charges are per individual destination so if you are shipping products to multiple addresses there is a separate charge per address.

**There may be additional shipping charges required when purchasing multiples of large, fragile OR bulky items. You will be contacted prior to shipping with the adjusted cost.

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Shipping To U.S. 48 States

We offer shipping by UPS. The "cart" options are Ground, 2nd Day or Overnight. We can also ship 3rd day please email us at: for more information.

Ship to U.S. PO Boxes
Our shopping cart does not allow you to use a PO Box for your shipping address because most orders are shipped UPS. If you need for us to ship to your PO Box please contact us to make arrangements.

Our shopping cart does not allow you to use a PO Box for your shipping address because most orders are shipped UPS. If you need for us to ship to your PO Box please contact us to make arrangements.

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Canada & Other International Orders

Canada Customers
We will ship products to Canada only via U.S. postal service. We are no longer able to ship UPS due to the unpredictability of their brokerage fees. The U.S. postal system may levy customs fees as well. As the buyer you will be responsible for all customs or brokerage fees. If you choose to refuse a shipment due to these fees we will refund you for the amount of the merchandise, less the original shipping fee and any fees charged to return the item to us.

Other Non-Us Desinations
We ship world-wide to most countries via USPS (United Postal Service) International Express mail.. Simply add items to your cart and select your country in the appropriate drop down and proceed through the shopping cart.

Some international orders may require an additional security check. If so you will be notified by email.  This is to help protect you against fraudulent orders.   Once your order is confirmed we will ship. Please note. We only ship via "Insured" methods.

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Transit Time for US 48 States Orders

We ship from Los Gatos, California, zip code 95030.  Your standard shipping time is 3 to 7 business days depending on the destination point (West Coast 3 days, Midwest to East Coast 7 days). The map displays number of business days it will take for your "ground" parcel to arrive. When calculating shipping time remember that the day it is shipped does not count in the transit days. For example, your parcel ships on Monday and it is 5 days to your location. Transit days begin on Tuesday, so your parcel would arrive on the following Monday. View Transit Time Map

Lighter parcels (2lbs and under) may ship USPS Priority Mail.  Average transit time is 2-3 business days.

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Transit Time for Alaska, Hawaii, U.S Territories and Protectorates

Priority Mail - Arrives in approximately 3-5 business days
Parcel - There is no estimated shipping time for this shipping method. Orders ship via ship.
Express - 1 -2 days to most locations.

Arrival times are not guaranteed.

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Transit Time For Canada

Estimated transit time is displayed when you select your shipping method. Orders shipping to Canada as well as all other international destinations must go through customs. The amount of time this takes can vary tremendously and takes longer during "holiday" seasons. If your shipment is delayed you should contact you local customs office for assistance.

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Transit Time International Orders

Transit time is estimated. Shipping methods other than "EMS" service are not trackable. Once the shipment leaves our postal office we have no means of tracking your package. If you are ordering products and arrival time is critical we suggest only using EMS service. While shipping 4-6 week "parcel post" is most economical, it can be unpredictable and may greatly exceed the 4 - 6 week estimated time and this is due primarily to increased security which in turn causes shipping and dock delays.

We can also offer UPS or DHL service to most countries (these options are not show in the shipping drop down). In most cases UPS and DHL are considerably more expensive than the USPS service but if you are ordering small, "light" items then they may offer a faster, less expensive option. Please contact us via email to request these services.

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Address Error Fees

Please make sure to check your order carefully for addressing errors. If you are shipping to a business make sure to include suite and/or floor number. Make sure your address number, APT or Unit number and zip code are all correct. UPS charges a correction fee of $6.00 for ground shipment corrections and $12.00 for Express shipment corrections. It is necessary for us to pass those fees on to the customer. The fees are also charged if you decide to divert the shipment to another address after the order has shipped. If you wish to correct an error, please email us at: or call us: 408-354-8281 to make any corrections.

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Cancellation or Refusal of Shipment

An order cancellation may not take place on an item that has already been pulled by the warehouse and prepared for shipment.  Any order which has not been pulled by the warehouse can be cancelled.  Please call our office or email to request a cancellation.  Once an order has been shipped you must request a Return Authorization (RMA) for a return.

If a customer places an order and then refuses the package, a 25% restocking fee will apply. The customer will then be re-credited for the return item(s) less a 25% restocking fee and any shipping fees associated with the original shipment and return(s).

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Returns & Exchanges

If, for any reason, you would like to exchange or return your purchase within 30 days, we are happy to replace it with another selection or refund the credit card used for the purchase. Just repack the product in its original packaging (if possible) with the packing slip and follow these simple steps:

  • Email us at . Provide your: Packing List or Invoice #, OR, the first and last name of the person who purchased the product.
  • We will provide you with an RMA (return merchandise authorization) and the return shipping address.
  • For your security, please return your purchase/gift with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) and retain your receipt. This will protect you in case the gift is damaged or lost in transit. Your carrier will be responsible for your refund should the goods be damaged or lost in transit. (Note: we do not recommend using USPS for returns due to the amount of time it takes for you to received a claim refund).
  • Merchandise must be returned within 30 days of purchase.
  • Merchandise returned without an RMA number cannot be accepted by the warehouse.
  • Cooking utensils including any baking or cooking tool, as well as molcajetes or metate's, may only be returned if they are unused. Other tools may be returned as long as they are in new, resalable condition.
  • Shipping and handling fees are not refundable.
  • We are unable to accept returns or exchanges for final sale items or any item returned in "unsellable" condition.
  • We do not accept discretionary returns of bulk food products.
  • If your order was damaged in shipment or was received defective please contact us via email or call customer service for assistance so we may correct the problem for you. 

    Exchanges
    Our returns facility does not ship exchange orders. If you would like to exchange merchandise please place your order online for the item you wish to purchase. Once your return is received you will be credited back for the original order (less shipping which is not refundable).

    Gift Returns
    Gifts are only eligible for store credit, no cash or check refunds will be provided.  

    Returns Shipped With Free Shipping
    If you return an item purchased with free shipping and decide to return that item the cost of the original shipment for that item will be deducted from your reimbursement.

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    Refusal of Shipment

    An order cancellation may not take place on an item that has already shipped. If a customer places an order and then refuses the package, a 25% restocking fee may apply. The customer will then be re-credited for the return item(s) less a 25% restocking fee and any shipping fees associated with the original shipment and return(s).

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    International Shipping Claims, Missing or Damaged Shipments

    We use United States Postal Service for international shipping. Shipping times given are estimated and refer to "business days". While most orders are shipped and received without incident occasionally their can be problems. If you parcel does not arrive when anticipated please email us at: or call us (408-354-8281). We will fill out the appropriate forms and provide that to USPS. The USPS investigation process can take up to 2 months. Once the USPS verifies that the shipment is lost (or damaged) they will refund us for the shipping and merchandise and we will in turn credit you. We are unable to credit you before the USPS credits us.

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    Missing Orders

    We ship to the address provided on the order unless you change the address before the order is shipped.  Once the tracking information shows the order delivered we consider the shipment complete.  If you have provided an incorrect address and the order is delivered to that address it will be up to the customer to work with the carrier to retrieve the package.  

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