FAQs | Olde English

Q: How will my order be shipped?

We do sell our products at wholesale prices to retailers in possession of a valid Resellers Permit. See our Wholesale and Custom Orders page for more information on wholesale prices and availability. We do not offer quantity discounts to retail customers wishing to purchase either a large quantity of a single product, or many different products of mixed design. We do however offer a number of our cracker designs in bulk packs of 50 crackers per design at savings of up to 20% per cracker. Please see our Bulk Cracker listings for pricing and availability.

Q: If I place an order today, when will I receive it?

We are able to process and ship most orders the same day they are received if the order arrives in our system before 7 pm Eastern Standard Time. Once shipped, the timing of the delivery of your order depends on the method of shipment you selected. Non-expedited shipments will generally be delivered within 4-8 days from the time the order was confirmed. Shorter delivery times are available for expedited shipments. The estimated transit time for all forms of shipping are given in numbers of business days for the Shipping Option that you select from during Checkout. Business days are Monday through Friday, and do not include Saturday, Sunday or holidays. For orders of custom-made crackers and backorder products we will arrange an approximate date of delivery with you based on the details of the order. Many custom orders can be delivered in 10-14 days, but longer delivery times are often required for orders involving special materials. We will notify customers by telephone or email of any significant delays that we are able to predict in our advertised or individually quoted delivery times.

Q: What do I do if the items I received in my shipment are not what I ordered?

If you received an incomplete or incorrect order (e.g. you did not receive an item you ordered or you received products you did not order) please contact us as soon as possible and we will do our best to correct the situation.

Q: After my order is submitted, can I make changes to it or cancel it?

The majority of our orders are shipped the same day the order is placed, sometimes within several hours of it being received. If you contact us prior to your order being shipped we will be able to modify or cancel your order. A separate charge or refund will accompany all such transactions. If your order is shipped prior to us hearing from you it is still possible for your order to be altered or cancelled, but you will be responsible for returning any unwanted products and will not receive credit for these items until they arrive back at our facility. Customers will not receive credit for returned products that are damaged even if the damage occurred in the return shipment. If you do not agree with the above conditions regarding changed or cancelled orders, PLEASE DO NOT PLACE YOUR ORDER. We strongly suggest you take the time to carefully review your order before clicking the "Place Order" button. Make sure you have selected the correct shipping method, the correct "Ship To" address and have confirmed you want the items (check styles, quantities and colors) in your shopping cart. Failure to do so is the primary cause of incorrect and undeliverable orders.

Q: Do you charge sales tax?

We charge sales tax only for orders shipped within the State of Washington.

Q: How can I check the status of my order?

When you place an order you will immediate see an order received screen with details of the order and your customer information. You will also receive a confirmation email with the same information stating that your order has been received and is now being processed. When your order is shipped you will receive a second email changing the order status from "PROCESSING" to "SHIPPED". This email will also provide a tracking number for your shipment. Please note that the order status emails we send are in an HTML format. Since some Internet Service Providers automatically filter out email that is sent with HTML code, the order status emails we send you might automatically get sent to a spam or trash folder. If you received your original Olde English Crackers account setup email (which is a text only email) but are not receiving any of the order status update emails, the problem is probably with your email account setup. You can attempt to change your email spam filter settings to make sure the emails we are sending are not getting filtered or deleted, or you can look in you email spam or deleted messages folder to see if our emails are located there. Unfortunately there is nothing we can do to assist you further in this regard. Alternatively you can check the status of an order at any time by logging into your Olde English Crackers online account to see the exact same information that is being sent to your email address. Click Here to log into your account now. Finally, if you've already logged into your account as directed above and are still concerned that your order may not have been processed properly or is delayed in some way, please contact us and we will research the issue for you. Be sure to include the name under which the order was placed as well as the date. If you know your order number, be sure to include that information as well.

Q: How can I track my order?

Once we ship your order you will receive an email from us which includes a tracking number and a link to the carrier’s website (if available) where you can track your shipment. Most of our orders are shipped via UPS and USPS which do provide tracking capabilities. To be certain that you receive this information, please make sure you enter a valid email address when you place your order. If you are not receiving order status updates via email, see the possible reasons for this under the question, “How do I check the status of my order?” If you did not receive a tracking number with your the Shipping Confirmation of your order, or you received an invalid tracking number, or for any other reason you are unable to track your order, please contact us and we will track your order for you. Please be sure to include your name, order number, and preferred method of contact on the form provided. We will respond to your request within 24 hours of your submission.

Q: I received a partial shipment. What do I do?

Please contact us with the details of what is missing from your order and we will do our best to get the missing items to you in a timely manner and at no addition cost to you. Please be sure to include your name, order number, and preferred method of contact on the form provided. We will respond to your request within 24 hours of your submission.

Q: My shipment was returned to you. What can I do?

If your shipment is being returned to us, regardless of the reason, and you still wish to receive the ordered products, the fastest way to receive these items is to place a second order. If the original order was shipped to the address provided by you on the order form and for whatever reason that shipment was returned to us (e.g. you accidentally typed in an incorrect ship to address, someone mistakenly refused it, or you were away on all attempts to receive the delivery), we will refund the cost of any undamaged products once the shipment arrives back at our facility. Since this typically can take two weeks or more, the fastest way for you to get the products you want is to place a new order. If your returned shipment was a result of a mistake made by our shipping unit or the carrier we used to get your order to you, then we will also refund the shipping cost of the original order.

Q: I received my shipment but one or more of the items is broken or missing. What do I do?

If one or more of the items in your order is missing or broken, please contact us with the details of what is wrong with your order and we will do our best to resolve the issue in a timely manner and at no addition cost to you. Claims made for missing or broken products must reach us within 15 days of receipt of your order.

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