dellcovespices' Shop Announcement

Dell Cove Spice Co.® - makers of gourmet popcorn seasonings, spicy BBQ rubs, cocktail rim sugars and drink garnishes, and unique food gifts for entertaining with style. IN CHICAGO? We're opening a retail shop - stop by for a visit or pick your order up locally: 4302-A N. Pulaski Road, Chicago, IL 60641

We are a husband-and-wife run business, insured and licensed S Corp. that is incorporated in Indiana, and based in Chicago. We hand blend and package all of our products on a made-to-order basis, so please allow 3-5 business days for your order to ship out.

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See our shop policies about ingredients, shipping, allergens and other important information. PLEASE NOTE: Our new kitchen is NUT FREE! However, we do use ingredients in the kitchen that include milk, gluten and soy as either primary or sub-ingredients. Because of this, we DO NOT recommend our products for people who have allergies to these ingredients or other related food intolerance.

If you have any questions, please feel free to either send us a convo on Etsy or an email at dellcovespice [!at] gmail.com

Interested in new products, recipes, deals and other delicious fun? Subscribe to our newsletter here: http://eepurl.com/t5DyL

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To our wonderful international customers - Welcome!

Please note: Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country once a shipment reaches your country. These fees and any additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be.

dellcovespices' Shop Policies

Welcome

We believe in the human need to connect and create memories through food. Dell Cove Spice Co.® is a husband-and-wife artisan spice company, which specializes in making gourmet popcorn seasonings, BBQ rubs & cocktail treats. We are a sub-S Corp., fully licensed and incorporated in Indiana - and are building out our retail space and commercial kitchen in Chicago, Illinois.

We buy fair-trade and organic spices when possible. All of our seasonings, spice rubs, sugars, salts and other products are handmade and hand-packed by us.

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PLEASE NOTE: Our 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 allergies.

Please contact us prior to purchasing our products if you have questions about ingredients or potential allergens. You can reach us either by email at dellcovespice [!at] gmail.com or through Etsy's "convo" messaging system.

Payment

We accept credit cards, Paypal and e-checks through Etsy's direct checkout payment system. Orders paid by e-check will be filled after the check has cleared.

Please note: Orders that are shipped to an Illinois or Indiana location will be charged sales tax.

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CUSTOM CHOICES:

Many of our product listings allow customers to personalize their order by picking from a long list of flavors.

If a customer does not let us know which flavors he or she wants, and does not respond within three calendar days of us attempting to contact them, then we will make the selections for them and create something delicious!

In cases where customers state that they want to pick their flavors - but don't give us that information - we will attempt to contact them via Etsy's convo system and through the email address listed on the invoice. If we don't hear back from the customer within seven calendar days after the order was placed, Dell Cove Spice Co.® will cancel and refund the customer for that portion of the order.

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RUSH ORDERS:

We understand there are times when orders must be placed at the last minute. Life happens. We get it. And sometimes, we can help.

OPTION 1 - WE SHIP THE FOLLOWING DAY

We will fill your order and have it dropped off to our shipping carrier ONE day after your payment has been received and all order information - including shipping address - confirmed. This service costs a flat $40.

Additional fees apply if you would like expedited shipping via USPS Express Mail or Federal Express. Please contact us about setting up a custom listing for this service.

OPTION 2 - WE SHIP WITHIN TWO DAYS

We will fill your order and have it dropped off to our shipping carrier TWO days after your payment has been received and all order information - including shipping address - confirmed. This service costs a flat $20.

Additional fees apply if you would like expedited shipping via USPS Express Mail or Federal Express. Please contact us about setting up a custom listing for this service.

Rush orders are only available when we've talked with the customers prior to the order being shipped.

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Coupon codes are not valid for rush orders. All items are subject to availability.

Shipping

Orders are filled on a first-come, first-serve basis. (Rush orders, not withstanding.)

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. Because of that, it takes time for us to fill orders. 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 traffic and 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 TWO (2) weeks or more for orders to be filled.

During these rush times, we regularly update our shop announcement to let customers know what's happening. Please check that page -- http://dellcovespices.etsy.com -- for updates. You can also visit our Facebook page, where we also post shipping updates during particularly busy times: http://www.facebook.com/dellcovespices

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SHIPPING FEES - U.S.:

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.

Also, Etsy does not allow us to customize shipping costs by U.S. region. If your paid shipping costs greatly exceed what the actual shipping cost is (minus a small handling fee), we will refund the difference.

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SHIPPING FEES - INTERNATIONAL:

Shipping fees are based on destination, size and weight of package.

International sales are shipped via USPS First Class International if the order weighs less than 4 pounds. Orders that weigh more than 4 pounds ship via USPS International Priority Mail. Many of our spice kits - especially anything to do with popcorn kernels - can be too heavy to ship First Class.

International orders have a wide possible window of delivery times - from 6 to 10 days, all the way up to eight weeks or more. The time frame depends on method of shipping, location where the package is being sent and delays with customs. During the holiday season, international postal deliveries can become EXTREMELY delayed. Please contact us prior to purchasing if you have concerns about delivery times.

If you would like to upgrade to a faster shipping service - such as Express Mail or Global Express Guaranteed - please contact us prior to placing your order.

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CUSTOMS FEES:

All international orders will have full value declared on customs forms - no exceptions.

International customers are responsible for all fees associated with shipping to their respective countries. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be.

To get an approximate estimate on what those import duty and taxes might might be, you may want to visit this online duty calculator (please cut and paste the url into a new Web browser):

http://www.dutycalculator.com/new-import-duty-and-tax-calculation

Please note that such taxes and fees for orders shipping to the UK can be far higher than estimated in the calculator. Typically, orders worth more than £15 require the customer to pay a 20% VAT, plus an additional £8 handling fee by the postal service in the UK. You can read more about these UK fees here:
http://www.hmrc.gov.uk/customs/post/buying.htm#5

When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

SHIPPING RESTRICTIONS:

There are very strict rules regulating food products coming into many countries.

NEW ZEALAND, AUSTRALIA AND FRANCE: Please note that we cannot ship popcorn kernels to these countries, due to biological import regulations. If you make a purchase of popcorn kernels with a delivery address from one of these countries, that portion of your order will be canceled and your money refunded to you.

If you live outside the USA, please check your local customs rules before ordering. It is the customer's responsibility to assure that their purchase can be lawfully imported to the destination country.

Have questions about this? Contact us and we would be happy to talk about it.

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COMBINED SHIPPING DISCOUNTS - HOW DOES THAT WORK?

Combined shipping allows us to offer a discount on orders where customers purchase more than one item. Here's how it works:

You purchase two items. Etsy figures out which item is heavier (and therefore more expensive to ship), and uses that as the primary shipping cost.

So:
Item A:
Primary shipping cost = $5.00
Secondary shipping cost = $0.75
Item B:
Primary shipping cost = $3.00
Secondary shipping cost = $0.75

If Item A and Item B are purchased together, the total shipping cost to the buyer is $5.75. This is the greater primary shipping cost of the two items (Item A: $5.00) plus the secondary shipping cost of the other item (Item B: $0.75).

Please note: We only offer discounts on combined shipping for items going to the same address. If you 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.

Want more information? Etsy has a fantastic break-down on how this all works. You can find the explanation here:

http://www.etsy.com/help/article/191

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SHIPPING TO A DIFFERENT ADDRESS:

Is this a gift and you want to ship to a different address? No problem. During check out, simply fill out the shipping form for whom - and where - you would like your purchase shipped.

Again, please note: We only offer discounts on combined shipping for items going to the same address. If you 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.

Unless you contact us prior to placing your order, and ask that your order is shipped to a different address, all items will be shipped to the address listed in your Etsy order at check-out. We are not responsible for items not received due to an incorrect shipping address listed on an order.

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PRIVACY:

Your privacy is important to us, and we know customers care about how information about their order is used. We want to make sure that our customers shipping products internationally are aware that cross-border shipments are subject to opening and inspection by customs authorities.

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DELIVERY TIMES:

We cannot guarantee delivery times. Why? Let's take Priority Mail. The U.S. Postal Service says packages arrive in 2-3 days to most U.S. locations. But the U.S. Postal Service website states that date of delivery is not guaranteed. If you would like more information about that, please take a look at their policies and procedures at http://www.usps.com

If you would like upgraded shipping service to one that is guaranteed - such as FedEx or USPS Express - please contact us prior to placing your order and we would be happy to set up a custom listing for you.

If you live in an area experiencing an unexpected service delay, please note that your package will be delayed in getting to you.

Speaking of which....

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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 add at least a week (or more) to the estimated delivery date of your order.

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INSURANCE AND SIGNATURE CONFIRMATION:

We insure all orders, and require signature confirmation on all wedding and special event favor orders. For all orders over $100, we also require signature confirmation of the package upon receipt. Mail theft is an unfortunate reality and we want to make sure that your package gets to you safely.

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SHIPPING STATUS:

Order status communication is done via Etsy's "convo" system or by email, so it is important that the email address on your account is accurate and current.

After you have made your purchase, you will receive an email confirmation from Etsy with your invoice at the email address listed on your account. There will be a message from us, with any updated information about shipping or delivery times. That message will be at the bottom of your invoice.

There will also be an estimated "ship by" date on the invoice. That information will be located at the top-right corner of your invoice.

When your order ships, you will receive a second email from Etsy letting you know that your package is on its way and include the tracking number. Lose the email? Not a problem. Just review your online invoice in your Etsy account.

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PACKING MATERIAL - WHAT'S UP WITH THOSE PACKING PEANUTS IN MY PACKAGE?

We try to use as much eco-friendly packaging as possible, from our shipping and gift boxes to our packing materials. The packing peanuts we use are made from corn starch and will completely dissolve in water, making them environmentally friendly. They are biodegradable and non-toxic, so if your pet happens to chop on one, don't worry. The peanuts are not considered food-grade for humans, though, so please don't eat them.

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MY ORDER SHOWS THAT IT WAS DELIVERED, BUT I CAN'T FIND IT. WHAT THE HECK DO I DO?

Argh! How annoying, right? 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.

If you believe your package has been stolen after taking these steps, please contact us. 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.

THE POST OFFICE SAYS THEY ARE UNABLE TO DELIVER MY PACKAGE. WHAT DO I DO?

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.

Refunds and Exchanges

We want you to be extremely satisfied with your purchase! We stand by our products and make every effort to describe them accurately and feature clear photographs.

WHAT IS YOUR RETURN POLICY?

Returns are accepted if the product(s) is in its original packaging and has not been used, opened or damaged - and comes with proof of purchase, such as a copy of your invoice that we sent with your order.

Buyers are responsible for shipping charges to return the product(s) to us. Custom orders, such as wedding favors, are non-refundable purchases.

We must receive the product(s) within 14 calendar days after the package has been delivered, according to the delivery tracker. After that point, due to the nature of food products, we cannot accept returns.

HOW DO I RETURN MY ORDER?

First, contact us by email - at dellcovespice [!at] gmail.com - to make arrangements for a return, as return authorizations are required.

Next, please package your order and proof of purchase carefully, as returns are void if the product arrives back to us damaged. (We suggest shipping products back via USPS Priority Mail - as there is a certain amount of postal insurance that comes automatically!)

Finally, mail the package to:

Dell Cove Spice Co.
Attn: David Beets
4302-A N. Pulaski Road
Storefront
Chicago, IL 60641

Once we have received your return, and inspected the products, we will email you to let you know your return has arrived.

WHAT ARE MY REFUND OPTIONS?

You have two options for a refund, once we have received your return and seen that the items are not damaged, opened or used:

Option #1: We refund you for the amount of the original purchase, minus the original shipping fee.

Option #2: We give you store credit for the amount of the original purchase, including the original shipping fee.

MY ORDER ARRIVED DAMAGED. WHAT DO I DO?

We are happy to replace your order if a package arrives extremely damaged, free of charge. Just take photos of the damaged package, email them to us at dellcovespice [!at] gmail.com and let us know what happened. We want you and your taste buds to be happy with your purchase!

Additional Policies and FAQs

I'M A NON-PROFIT ORGANIZATION, REQUESTING A DONATION OF YOUR PRODUCTS FOR A FUNDRAISER. DO YOU TAKE SUCH REQUESTS?

We do! We like to help those who work hard to make this a happier, healthier and more delicious world. Right now, we support groups that are working in areas close to our hearts:

- food and sustainable agriculture groups
- groups that help widows and orphans of active-duty U.S. military
- childhood cancer research programs

If your group falls into one of these categories, and you would like to make a request for donation for us to consider, please mail:

- a letter with your request
- a letterhead document with your contact information (including email address), proof of non-profit status and tax id of the organization
- and information about the cause and the day of the event to:

Dell Cove Spice Co.
Attn: David Beets
4902-A N. Pulaski Road
Storefront
Chicago, IL 60641

We ask that you submit your request at least 6 weeks prior to the event or donation date in order to be considered. But there are always exceptions! Please know that we respond to all requests.

Please note: We don't support organizations that discriminate against people or groups because of age, political affiliation, race, national origin, ethnicity, gender, disability, sexual orientation or religious belief. (And we know you don't, either!)

DO YOU OFFER RETAIL PRICING DISCOUNTS?

Yes, indeed! Our bulk price breaks begin at 200 products, whether that is 200 wedding favors or 200 popcorn seasoning kits.

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 dellcovespice [!at] gmail.com for an application to fill out.

Prefer to order wholesale through our Etsy Wholesale account? Great! Contact us and we can get you a guest pass to review our line sheet.

I'M A BLOGGER. WILL YOU SEND ME SOME GOODIES FOR FREE TO REVIEW?

If you are interested in our products for a story or review, please contact us at dellcovespice [!at] gmail.com to discuss your ideas.

DO YOU DROP SHIP?

No.

OR ARE YOU INTEREST IN SELLING YOUR PRODUCTS THROUGH MY FLASH SALE OR AUCTION WEB SITE?

No, thank you.

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Dell Cove Spice Co.®, the DCS company logo and Christmas Coal® popcorn are registered trademarks of Dell Cove Spice Co®. All photographs are taken by ourselves, or have been purchased from a professional photographer or photography agency service. Please do not reproduce our images without our prior written approval.

Seller Information

Dell Cove Spice Co.
c/o David and Patricia Beets
4302-A N. Pulaski Road
Storefront
Chicago, IL 60641
USA
+1 312-339-8389

Last Updated September 7, 2015