policies and terms
Welcome to Gourmet Food Store, a world filled with the flavors, aromas, and textures of the finest foods and ingredients in the world. A place where fresh ingredients meet striking presentation, incomparable selection is surpassed only by outstanding quality. We’ve scoured the globe to bring you the most comprehensive collection of the finest gourmet foods, including mouthwatering smoked salmon from Norway and Scotland, succulent truffles from Italy and France in a myriad of presentations, a choice selection of the finest foie gras, the most luxurious caviar, sophisticated oils and vinegars, and over 300 delicious gourmet cheeses from around the world. We are committed to making your entire shopping experience a positive one, from our customer support, your online ordering experience, delivering exceptional products, and enjoying the proucts you receive from us. Please take a few minutes to learn a bit more below how we conduct business.
ORDERING AND PAYMENT
GourmetFoodStore.com is open for business 24/7 when ordering online. We also employ a staff of customer service representatives who are available to answer your questions and assist you with orders Monday - Friday from 9:00 am - 9:00 pm eastern time, excluding national holidays. Between November 15 - December 30 we also maintain customer service hours most Saturday's and Sunday's from 10:00 am - 4:00 pm eastern time. We accept all major credit cards for payment, as well as payments with PayPal. We can also accept payments by personal check, but you'll need to call our customer service department to complete an order if you wish to use a check. If you have any problems using your credit card to complete an order, please call our customer service department at 877.220.4181 and we'll be happy to assist you.
WHERE WE DELIVER
Perishable food items can only be delivered within the continental United States, Alaska and Hawaii. We will also deliver perishable food items to certain areas of Puerto Rico as long as FedEx offers overnight service to that zip code. Non-perishable food items we are happy to deliver worldwide. If you are looking to place an international delivery order to an address outside of the United States, please contact our customer service department at 877.220.4181 for further details and assistance with the order.
ORDER FULFILLMENT TIME FRAMES
Most orders placed before 2:00 pm eastern time, Monday through Friday are shipped the same day. After 2:00 pm on Thursday, if your order contains any perishable items the order will not ship until the following Monday. If you need your order for the weekend, please use our delivery calendar on the Shipping Information page during checkout and specifically select that Saturday. A $15 delivery surcharge will be added to you order - sorry, it's a FedEx Saturday Delivery surcharge. Also please check the FedEx website to assure Saturday delivery is availabe to your zip code, as FedEx does not make Saturday deliveries to all zip codes in the United States. In the event that your order contains a out-of-stock item, we will follow the guidelines you request on the Shipping Information page during checkout. If your order does contain an out-of-stock order, this could delay the fulfillment of your order.
PRODUCT AVAILABILITY AND OUT-OF-STOCK ITEMS
We regularly update our site so it shows the current avaiilability of items. However, as we do also service wholesale customers who can make large purchases at times, sometimes we may run out of stock of an item. During the checkout process, on the Shipping Information page, we provide you with 4 options of how you would like us to handle your order in the event that an item is out of stock. We provide the options of:
COMBATTING FRAUD AND THEFT
- SUBSTITUTE - we will select a similar item from our inventory to replace the missing item, assuming a similar item is available. Please note that by accepting this option you are also agreeing to accept what we send as a replacement. Although this option does mean your order will always ship quickly, if you are really only wanting what you've ordered, please don't select this option.
- DELETE - delete any out-of-stock items and ship the remaining items. Your order will then be credited for any out-of-stock items.
- HOLD - we will hold the order until all items are available. We will update you with an ETA on missing products once we are aware. Most out of stock items we can typically acquire within 2 weeks, however at times there can be manufacturing shortages or other delays out of our control which could delay the order further.
- CALL OR EMAIL ME TO DISCUSS - we'll do just that. If something is out-of-stock we'll give you a call to discuss how to handle the missing item, and provide some availabe substitutes for you or an ETA on when we expect to receive the missing item again. Selecting this option will delay the fulfillment of your order until we have reached you, so please make sure you provide a correct order.
We take a very active approach to combatting fraud and theft, both with orders placed for our products and keeping your information safe and secure. It is a violation of State and Federal law to place orders under a false name or with an invalid or stolen credit card. We will take all steps possible to prosecute all people placing fraudulent orders to the fullest extent of the law possible. We actively work with the U.S. Secret Service, the FBI, and local law enforcement to prosecute anyone commiting fraud online. If we deem any order as a potential for fraud, we may require additional information to confirm the validity of your order, including a picture of the credit card used along with a valid government issued identification.
We take equal steps to ensure that when you order with us your information is protected and secure. We employ advanced encryption methods and use SSL technology to ensure that any information you submit to us is safe and secure. We also work with independent third party companys that monitor our website daily and notify us of any potential vulnerabilities that a hacker could exploit, which, if found, we then immediately correct.
YOUR INFORMATION AND PRIVACY
INFORMATION YOU PROVIDE TO US
In the course of doing business with either by shopping on our website or by talking with our customer service representatives, you will willingly provide us with some personal information, such as your name, address, contact information and shopping choices. By providing this information to us, you authorize us to store this information, use it to complete the fulfillment of your order, use it to provide suggestions to make your shopping experience better, and for following up with communications regarding your order. We may also use this information for future marketing to you. At times we work with other third-party companies and we may share information about you with them, such as with FedEx to complete the fulfillment of your order, or with companies in a cooperative marketing effort. Any credit card information you provide to us for completing your order is never shared with anyone and is only ever used to complete an order transaction. If you only wish to have your information used by us and for the fulfillment of your order and not shared with any third-party companies, simply email us
to let us know.
INFORMATION WE COLLECT FROM YOUR SHOPPING EXPERIENCE
GourmetFoodStore.com may use third party advertising companies to serve ads (e.g., banners or links) on its behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is anonymous.
ORDER CANCELLATION / MODIFICATION
We will honor all order cancellation and modification requests as much as possible. However, we do pack many orders a day, and if your order has already been packed it may be impossible to cancel or modify it simply because it can be one box out of hundreds shipping out and we might not be able to find it. During November and December simply due to the sheer volume of holiday orders, we are not able to cancel or modify orders once they are placed.
We can not accept returns of any perishable items. We just wouldn't feel comfortable reselling a perishable food item that hasn't always been in our control, and we hope you'll feel comfortable knowing that you're only ever going to receive products that are always within our control. Many other food companies do allow their customers to return perishable food items - that just doesn't feel "right" to us. Do you want to eat a piece of cheese that was in a stranger's house for a couple of days? We don't! We can however accept the return of any non-perishable, canned or packaged food item. If you are looking to make a return though you must contact us within 2 business days of receiving the product to request a return. Any returned merchandise can only be accepted if it is in perfect resalable condition. Note that there will be a 5% or $5 restocking fee, whichever is greater.
DEFECTIVE OR DAMAGED MERCHANDISE
We take all measures possible to assure your order is received in-tact and in proper condition. Sometimes though the route to your house gets a bit more bumpy than anyone can control. In the event that you receive a defective or damaged product, please contact us immediately after receiving your order. Do not throw anything out or discard any items, as we may require them to be sent back. The easiest way to help us resolve any defective or damaged merchandise is to take a picture of the item and then email it to us at orders@GourmetFoodStore.com
. Please then call us at 877.220.4181. Depending on the issue, order issues may be resolved with a replacement product being issued, a store credit, a credit to your order, or any other means we feel is appropriate.
Monday to Fridays
9:00 am to 9:00 pm ET
For inquiries by mail:
3212 NW 64th St | Boca Raton, FL 33496
Please note this address is our corporate address, and is not a retail store.