FREQUENTLY ASKED QUESTIONS
Just like you, we're taking everything day by day. Below are some of the most frequently asked questions we are asked, and this is your best resource for updates, information, and news about what's happened with Epicure as we all navigate the Covid-19 pandemic. Thank you, as always, for your continued support. We're all in this together.
For contact details and hours of operation, head to our Contact page.
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 3–4 weeks.
Our Customer Experience team is working hard to get the answers you need, when you need them, while experiencing high volumes of inbound requests. Thank you for your patience and understanding.
Our processing and shipping times are currently being impacted by a number of factors. We’re endlessly grateful for your patience (and thank you for loving Epicure)!
- We are growing fast and selling out of products! With record-high order volumes and more families than ever before enjoying Good Food. Real Fast., we’re doing everything we can to scale up while continuing to lovingly produce, pick, and pack your orders.
- Most shipping carriers are experiencing delays on their end due to high order volumes and social distancing restrictions.
- The ripple effects of the pandemic have impacted global supply chains and—despite our very best efforts—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 to—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.
What to expect:
- Up to 2–3 weeks for your order to ship out (if you have an online account with Epicure, you’ll receive an email with tracking information once your order ships)
- Up to 3–4 weeks for your order to arrive
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, it can be very hard for us to find and change an order without furthering delaying our processing times. Please double check before submitting to ensure your order is accurate. It is possible that if you reach out right away we can make an adjustment. Contact Customer Experience who will be able to check on your order status and confirm.
Customers: Orders may be cancelled within 2 business hours of being placed. 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.
Ambassadors: If you or your customer need to cancel an order, email Customer Experience and include “Urgent: Cancel Order” in the subject line. Please note: Orders can only be cancelled within 2 business hours/if they are in processing status.
When you place most online orders, your order is first "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.
If you ordered an oversold product as an individual item, you will receive a full refund for that item. If you ordered it as part of a collection, you will be credited with a voucher so that you can find a new favorite or repurchase it if/when it becomes available.
If you have an online account with Epicure and we have your email address, you’ll receive a message from us when this occurs with your voucher or refund details. If you shop directly through your Ambassador, they’ll follow up with you in order to process a manual refund.
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.
In addition, the ripple effects of the pandemic have impacted global supply chains and—despite our best—efforts, some 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 to—and means some products may go temporarily out of stock. We’re working to prioritize the products with the highest demand so that you can get all of your favorites!
Returns, exchanges, and replacements can be requested through your Ambassador. Their contact info is noted in your order confirmation email.
Contact your Ambassador (their contact info is noted in your order confirmation email); 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. Should this impact your order, you’ll receive an email from Home Office with details.
We’ve increased the frequency of regularly scheduled cleanings and sanitization efforts in our distribution center. We’re recommending all home team members take precautionary health measures, including frequent handwashing, staying home when sick, and pausing all non-essential work travel—in-line with recommendations from the World Health Organization, Center for Disease Control, and government. For the added safety of our team members in operations and the distribution centre, we’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.
At Epicure, giving back can mean a lot of things—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. Visit our Giving Back page for more info.
Just as the pandemic 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. This is the case for major brands throughout N. America. 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.
Expiration dates are required only on certain foods that have strict nutritional specifications which might not be met after the expiration date. 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.