Frequently Asked Questions

Getting Started

Payment & Promos

Ordering, Shipping, and Delivery

Order Tracking

Account, Catalog, Email, & Text

Retail Store Inquiries

Storage and Dietary Information

Business Gifting

General


Getting Started

What will my gift look like?
With our newly redesigned packaging, your giftees are sure to be delighted the moment they see your gift on their doorstep. For more information about our gifting experience, check out our unboxing experience video on our About Us page!

Do you offer gift wrapping?
Gift wrapping is not available at this time. However, you may purchase one of our Signature Ribbons for many occasions on select gifts throughout the website as well as add a complimentary gift message for each of your recipients.

How do I add a gift message?
Near the bottom of the shipping page, select the checkbox for "include complimentary gift message," and enter your desired greeting.

Where will the complimentary gift message be placed?
Your complimentary gift message will be printed onto the shipping label that is placed on the outside of the box. Make sure you let each recipient know who sent them their scrumptious gift!

How much room do I have for my gift message?
The gift message that appears on the shipping label is limited to 110 characters or about 50 words.

Will prices be included on the packing slip
Prices will not be included on the packing slip or inside of the package. Receipts will be sent to the email you entered during checkout.

How will they know it’s from me?
We will make sure to place “From: First Name Last Name” on the gift message if you forget to add it during checkout, but we recommend you make your recipient feel extra special by personalizing a short gift message during checkout. Example: "Happy Birthday! From Dad"

I’m sending my gift as a surprise. Are you going to tell them it’s coming?
We will only send tracking notifications to the email you provide to us during checkout.

What customizations or personalization options are available?
We offer complimentary gift messages for every order. This can be added on the shipping page during checkout. You may also purchase one of our Signature Ribbons for many occasions on select gifts throughout the website.

Can I build my own box?
We do not offer the ability to “create your own” gift box on our website at this time.  

Payments & Promos

Which payment methods do you offer?
At this time, we offer payment by Paypal, Visa, American Express, Mastercard, and Discover.

When will my card be charged?
All payments are processed at the time your order is placed.

How can I use my Hickory Farms gift card?
At this time, gifts cards can only be redeemed in-person at a Hickory Farms store near you or by phone at 1-800-753-8558.

What will be on my bank's billing statement?
Your billing statement will vary based on the financial institution you use, but your purchase will read “HICKORY FARMS WEBSITE” if purchased on the web or “HICKORY FARMS CATALOG” if purchased over the phone/mail-in.

How do I sign up for promotions and special offers?
To sign up for promotions and special offers, simply enter your email address in the Email Sign Up box in the footer of our site.

Where's my sign-up promo code?
Some first-time customer promo codes can only be activated by clicking through your welcome email. Please allow up to 15 minutes for your welcome email to arrive in your inbox.

How do I apply a promo code?
Promo codes must be added on the View Cart page directly below the checkout button. Promo codes can not be stacked or combined with other offers on the site.

Ordering, Shipping, and Delivery

How do I remove an item from my cart?
On the View Cart page, you can click the "X" to the right of the product that you wish to remove. To change the quantity of the item, simply use the up or down arrows next to the product you wish to change.

Why am I being charged for Shipping?
Products eligible for Free Shipping promotions will be designated on the product page and at checkout, up to $500. Shipments over $500 are not eligible for any shipping discounts. If only some items in your purchase are eligible for shipping promotions, you'll be charged applicable shipping fees for the ineligible items.

What are your shipping rates, and where do you ship?
View our Shipping Costs and Restrictions page.

Where can I send wine gifts?
Wine gifts cannot be shipped to PO Boxes, outside the US, or to select states. Wine restrictions vary with each state, so we made it easy for you to check the shipping restrictions on your favorite wine gift's product page. Simply click the "Shipping Tab" next to the product description and you'll see a list of states that the gift can not be shipped to.

Where do you ship from?
We ship most of our gift boxes from Joliet, Illinois, however, we have warehouses that ship gifts from California and Oregon as well.

   What are your holiday shipping deadlines? 
 Thanksgiving: Standard 11/21, Two-Day 11/25, Next-Day 11/26 | Christmas: Standard 12/17, Two-Day 12/19, Next-Day 12/23

Why can’t I schedule delivery for Monday?
We do not ship some perishable products over the weekend, and therefore cannot always offer delivery on Mondays.

How do I specify an exact delivery date?
When placing your order, click "Select Future Delivery Date" next to the calendar icon while on the shipping page during checkout.

Order Tracking

When will I receive an order or shipping confirmation?
You will receive an order confirmation via email within 24 hours of your online order. You will receive a shipping confirmation when a warehouse team member prints and attaches a shipping label to your gift, marking the gift as ready to be picked up by the mail carrier.

How do I track my order?
To track your order, simply follow the tracking links in your email or enter your tracking information into our on-site tracker located in the Customer Service section of our site footer.

When will my recent order show up in my account?
Please allow up to two hours for recent orders to show up in your account.

Why did I receive multiple ship confirmations for one order?
Some of our items ship from separate warehouses and will take longer or shorter to arrive at your door than others. We send shipping confirmations for each package you will receive so that you know exactly when your entire order will be arriving.

What is the cut-off to reschedule, edit, or cancel an order?
Do to the speediness of our awesome warehouse team members; we are only able to offer the ability to make changes to your order within one hour of the purchase. Exceptions can be made for items purchased for delivery at a later date. However, changes will need to be requested no later than two weeks before the scheduled delivery date.

What should I do if my package is missing?
Tracking information on packages can often go days without being scanned by the postal carrier, even if your package is still making it's way to your door. If your anticipated delivery date comes and goes, we recommend checking for your package at a neighbors doorstep or perhaps behind a shrub or chair near your front door. If you are still unable to find your package, double-check that your shipping address was entered correctly when you placed the order. Orders shipped with incorrect addresses are not eligible for reshipment or refunds. If your address is correct, we recommend contacting your local post office to try locating the lost order. Once an order is marked as “delivered” by the carrier, it is the purchaser's responsibility to make sure that the item is brought inside for safekeeping.

Do recipients have to be present to receive their packages?
Recipients will only need to be present to sign for gifts that include wine. However, we recommend letting your giftee know when any gift is heading their way so that they can enjoy their delicious gift as soon as it's delivered.

Account, Catalog, Email, & Text

How do I sign into my account when I forgot my username or password?
Click the "Forgot Password?" link underneath the log-in form, enter your address, and click send. You will receive an email with 24 hours with instructions on how to reset your passwor.d  with a temporary password. If you are unable to access your account by following these steps, create a new account or shop as a guest.

How do I change the address for my catalog?
To change the address for our catalogs, please submit a request to customer service at cserv@hickoryfarms.com.

When will I receive the catalog that I requested?
If you just signed up for a catalog, you will receive your first catalog on the next round of production. We schedule our catalogs to be sent out seasonally.

How long will it take to process a mail order?
Mail-in orders will be processed within 1-2 business days upon their arrival to our office. Depending on your location, mail that's in transit to our customer service department may take up to two weeks to arrive. Please take this into consideration when placing a mail-in order with a specific gift arrival date.

How do I change my default billing address?
When logged into your account, simply click "Addresses," and then click "Edit" under the first address listed.

How do I unsubscribe from your emails, catalogs, or text messages?
To unsubscribe from our emails, simply click "unsubscribe" in the footer of your most recent Hickory Farms email. To unsubscribe from our text messages, reply "stop" to the most recent text message you received from Hickory Farms. To unsubscribe from our catalogs, please submit a request to customer service at cserv@hickoryfarms.com.

Retail Store Inquiries

Is pricing online the same as it is found in store?
Sometimes our retail stores offer promotion and coupons that our online store does not, as well as vice versa. Generally, our base prices will stay the same between the two selling points.

Do you carry the same products in-store vs. online?
We offer a wider variety of gifts online, but you will still find a lot of our most popular items at your local Hickory Farms kiosk.

Do you offer in-store pickup?
We do not offer Buy Online & Pick Up in-store at this time.

Do you have stores open year-round?
Our online store is open year-round! Generally, we only open retail stores during the holiday season. We are always innovating and sometimes that means testing pop-up stores, so don't be surprised if you see us test a location near you during the remainder of the year.

Can I use my online promo code in-store and vice versa?
Our online store and our retail stores do not share promo codes at this time.

Storage and Dietary Information

Where can I find Hickory Farms’ allergen information?
Allergen information for our products can be found under the "What's Inside" section on the product page. Most of our products are packaged in the same facility, so please take note of that if you have allergies to nuts, fish, soy, eggs, wheat, dairy, etc.

My order arrived after the expected delivery date. Is it still fresh?
Yes! Our shelf-stable gift boxes can stay fresh for months after arrival, and our refrigerated and frozen foods are shipped to stay fresh for days after the delivery date. For our refrigerated and frozen items, as long as the gel packs are still cool to the touch, your items are still safe to consume.

How do I find preparation instructions for my order?
Items meant to be cooked will come with cooking instructions in the box. Additionally, some of our gift boxes will feature an insert with recommended presentation instructions.

How long are your steak products good in the freezer?
We recommend keeping our Steakhouse meats in the freezer for no longer than one year.

What’s the shelf life of your products?
The shelf life on all of our products vary greatly and can be found on the packaging when your gift arrives.

How should I store the summer sausage?
Our Summer Sausage products are shelf-stable, but to keep them fresh for longer, we recommend refrigerating these.

Can I refrigerate or freeze my products?
You can! Some of our products require refrigeration, others don't, but refrigeration often helps to keeps products fresh for longer. Freezing our sausage and cheese may change the texture slightly, so be aware of that if you plan on serving it at a gathering in the future.

Business Gifting

Can you help me with a large business order?
Absolutely! We have expert business gifting specialist ready to help you with your order. Head on over to our Business Gifting page to get started today. Link to https://www.hickoryfarms.com/business-gifts

Can I add a company logo to my business gifts?
Yes! You can add your logo to cards or gift tags. You can also include a greeting with your logo to make the moment extra special.

What is the deadline to place a business order for the Holidays?
Gifts that don't require customization have a holiday shipping deadline of December 17th. Gifts that are customized have a shipping deadline of December 6th.

Does my business order qualify for a discount?
We offer volume-based discounts. For more information, reach out to one of our Business Gifting Specialist at 1.800.715.1474 for a customize gifting solution that fits your needs.

General

What are your customer service hours?
Our customer service hours are 8:30 am - 6:30 pm Eastern.

What do I do if my items are damaged or incorrect?
If your gift arrived damaged or incorrect, please reach out to us at cserv@hickoryfarms.com or at 1.800.753.8558

Who sent me a gift?
We always want the arrival of gifts to delight recipients. At times, they might arrive without a gift message from the sender, which can understandably beg some questions. If you’ve received a gift anonymously, you may contact our customer support team at cserv@hickoryfarms.com with your order number and we will make every attempt to identify the sender.

Did you discontinue my favorite product, or is it seasonal?
We carry a handful of our products seasonally, so generally, your favorites will return in October each year. However, we do strive to constantly improve and refresh our product range and try out new ideas, and therefore, our product range does change occasionally.

How is Hickory Farms improving website accessibility?
Hickory Farms is committed to improving the accessibility and usability of our website for all of our customers. | We have implemented relevant portions of the World Wide Web Consortium's Web Content Accessibility Guidelines 2.0 (WCAG 2.0) after partnering with The National Center for Accessible Media at WGBH (NCAM) to conduct website accessibility audits, provide related consulting, and outline specific recommendations to facilitate website accessibility and conformance with WCAG 2.0 standards. Further implementations may be applied as needed. | If you have specific questions or concerns about the accessibility of any particular web page, please contact us at cserv@hickoryfarms.com. We welcome your feedback and we ask that your email specify the web page you visited, the date of your visit and the specific issue you are experiencing so we can make all reasonable efforts to address your concerns

What is your Return Policy?
100% Satisfaction Guaranteed: We stand by every product we sell and every gift we deliver. If, for any reason, you or your gift recipients are not completely satisfied with a Hickory Farms item, simply call or email for a replacement, refund or credit- whichever you prefer. We promise to handle your request promptly and courteously. We guarantee it.

What is your Privacy Policy?
Privacy Policy

What is your policy on donation request?Hickory Farms is proud to celebrate our tenth year supporting No Kid Hungry®! Although we would like to honor all donation requests, Hickory Farms makes it a priority to work with our long-standing charitable partners, therefore we are not accepting solicitations for donation or promotion request at this time.

What is California Proposition 65?
In accordance with California Proposition 65, we issue the following warning to our California customers about the use and consumption of our wine products: “WARNING: Drinking Distilled Spirits, Beer, Coolers, Wine and Other Alcoholic Beverages May Increase Cancer Risk, and, During Pregnancy, Can Cause Birth Defects."