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.
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, 2012 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 5 day processing time (during the holiday season, it can take up to 4 weeks or more) when placing your order.
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%
$10,000+ 20%
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 5 days for processing of orders. During the holiday season, it can take up to 4 weeks or more.
Q. My popcorn arrived damaged. Do you issue refunds or exchanges?
A. All items are triple checked and packaged for shipping. We are not liable for damages that occur in shipping, but will provide information to assist your filed claim with USPS.
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.
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, 2012 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 5 day processing time (during the holiday season, it can take up to 4 weeks or more) when placing your order.
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%
$10,000+ 20%
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 5 days for processing of orders. During the holiday season, it can take up to 4 weeks or more.
Q. My popcorn arrived damaged. Do you issue refunds or exchanges?
A. All items are triple checked and packaged for shipping. We are not liable for damages that occur in shipping, but will provide information to assist your filed claim with USPS.
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.
popcorn photos and logo: Wet Apple Media
