๐ŸŽ„ Order by December 16 for arrival by Christmas Eve ๐ŸŽ„

Order by Dec. 16 for arrival by Dec. 24 ๐ŸŽ„


FREQUENTLY ASKED QUESTIONS

Just like you, we're taking everything day by day.ย Below are some of the most frequently asked questions we are asked, and this is your best resource forย updates, information,ย and news about what's happened with Epicure.ย Thank you, as always, for your continued support. We're all in this together.ย 

Forย contact details and hours of operation,ย head toย ourย Contactย page.ย ย 

    Where is my order?

    We recommend reaching out to your Ambassador (their contact info can be found in your order confirmation email) if you have not received your order in 3โ€“4 weeks.ย ย 

    Our Customer Experience team is working hard to get the answers you need,ย when you need them,ย while experiencing high volumes of inbound requests.ย Thank you for your patience and understanding.ย 

    Our processing and shipping times are currently beingย impactedย byย a number ofย factors. Weโ€™re endlessly grateful for your patience (and thank you for loving Epicure)!ย ย 

    1. We are growing fastย and selling out of products!ย With record-high order volumes andย more families than ever before enjoying Good Food. Real Fast., weโ€™re doing everything we can to scale up while continuing to lovingly produce, pick, and pack your orders.ย ย 
    2. Most shipping carriers are experiencing delays on their end due to high order volumes and social distancing restrictions.ย ย 
    3. The ripple effects of the pandemic have impacted global supply chains andโ€”despite our very best effortsโ€”some raw ingredients are not available or are available in limited supplies only. This has an impact on our ability to make more of what you love as fast as we want toโ€”and means some products may go temporarily out of stock before we have fulfilled your order. If this is the case, we will reach out and alert you of next steps.ย ย 

    What to expect:ย 

    • Up to 2โ€“3 weeks for your order to ship out (if you have an online account with Epicure, youโ€™ll receive an email with tracking information once your order ships)ย 
    • Up to 3โ€“4 weeks for your order to arriveย 
    Order Changes

    Looking to add items, change items, remove items or combine two or more orders together? With the increase in order volume, combined with more limited hours and staggered shifts,ย it can be very hard for us to find and change an order without furthering delaying our processing times.ย Please double check before submitting to ensure your order is accurate.ย It is possible that if you reach outย rightย awayย we can make an adjustment.ย Contact Customer Experience who will be able to check on your order status and confirm.

    Online Account

    If you need a password reset, please contact Customer Experience customerexperience@epicure.com. They will provide you with a temporary password so you can login and create a new password.

    Cancellation

    Customers:ย Orders may be cancelled within 2 business hours of being placed.ย If you need to cancel an order, reach out to your Ambassador at your earliest convenience. Their contact info is noted in your order confirmation email.ย ย 

    Ambassadors:ย If you or your customer need to cancel an order, email Customer Experience and include โ€œUrgent: Cancel Orderโ€ in the subject line. Please note: Orders can only be cancelledย within 2 business hours/if they are in processing status.ย ย 

    Payment

    When you place most online orders, your order isย firstย "pre-authorized" on your card. This means that the money is being held by your bank, but not charged by us, until the order is confirmed and in our fulfillment process. At that point, the pre-authorized amount is released and then the charge goes through. This can take up to 5 days.ย ย 

    Product Availability

    If you orderedย an oversold productย as an individualย item,ย youย willย receiveย aย fullย refundย for that item. If you ordered it as part of a collection, you will be credited withย a voucherย so that you can find a newย favoriteย or repurchase it if/when it becomes available.ย ย 

    If you have an online account with Epicure and we have your email address, youโ€™ll receive a message from us when this occurs with your voucher or refund details. If you shop directly through your Ambassador, theyโ€™ll follow up with you in order toย process a manual refund.ย 

    The same safety precautions and hygiene requirements that impact our fulfillment teams also extend to the Epicure Home Team Members who physically make your product, too. This has impacted some of our manufacturing timelines.ย 

    In addition, the ripple effects of the pandemic have impacted global supply chains andโ€”despite our bestโ€”efforts,ย some ingredients are not available or are available in limited supplies only.ย This has an impact on our ability to make more of what you love as fast as we want toโ€”and means some products may go temporarily out of stock.ย Weโ€™re working to prioritize the products with the highest demand so that you can getย all ofย yourย favorites!ย 

    Returns, Exchanges, & Replacements

    Returns, exchanges, and replacements can be requested through your Ambassador.ย Their contact info is noted in your order confirmation email.ย 

    Depending on your method of payment,ย you should receive your refundย within a few days. Replacements and exchanges will beย sentย within our current processing/shipping window.ย ย 

    Contact your Ambassadorย (their contact info is noted in your order confirmation email);ย they will connect with Customer Experience on your behalf to fulfill your missing item. In some cases, Epicure is issuing refunds for items we are not able to produce more of.ย Should this impact your order, youโ€™ll receive an email from Home Office with details.ย 

    COVID-19 Safety

    Weโ€™ve increased the frequency of regularly scheduled cleanings and sanitization efforts in ourย distributionย center. Weโ€™re recommending all home team members take precautionary health measures, including frequent handwashing, staying home when sick, and pausing all non-essential work travelโ€”in-line with recommendations from the World Health Organization, Center for Disease Control, and government. For the added safety of ourย team members in operations and theย distributionย centre, weโ€™re requiring anyone who enters the building to have their temperature checked, wear a mask, and follow strict social distancing guidelines. Additional rooms and areas have been opened in order to spread out areas for home team members to take their lunch break.ย 

    Giving Back

    At Epicure, giving back can mean a lot of thingsโ€”from supporting food security to providing fundraising opportunities and in-kind donations. Strengthening the communities where we work and live is what drives us and our powerful community of Independent Ambassadors forward.ย Visit ourย Giving Backย page for more info.ย 

    Products & Ingredients

    Expiration dates are required only on certain foods that have strict nutritional specifications which might not be met after the expiration date.ย Epicure products that have an expiration date are manufactured and shipped to ensure the highest quality and freshness. Our spices are dry mix blends and are shelf stable for long period (>3 years) if stored properly at ambient conditions; however, we recommend using within 1 year and storing in a cool, dry place for the best quality.

    Yes, all Epicure products are tested and verified gluten free.

    Yes, all Epicure products are nut free; however, some products contain coconut.

    Just as the pandemicย has affected our supply chain and sourcing strategies for raw ingredients, the same impact has affected glass, lids and general packaging used for some of our products.ย This is the case for major brands throughout N. America.ย In these situations, we may use different packaging (filled with the same quality ingredients) to get your order out the door! Thanks for your understanding and patience.

    Epicure products are sold by weight and not volume.ย Depending on the weight of the contents in the blend, some jars may not be filled right to the top every time.