Customer Service
VISIT OUR STORE
Our store is open, but you are welcome to take advantage of our curbside service. Simply place your order online using the Promocode PICKUP, and tell us when you will be coming to collect, or call us by phone ahead of time or from your car in front of the store and place the order for pick-up. We will even bring the credit card machine to your car! We want you to be safe and still enjoy our Scottish foods.
ORDER BY PHONE OR FAX
If you prefer placing your order with a person, we are happy to help. By phone: call between 8:30AM and 5PM EST on 877-814-FOOD (3663) or outside the USA 336-663-7467.
PRINTABLE ORDER FORM
To order using our printable order form, please click here.
GIFT ORDERS
We are delighted to enclose a handwritten gift card with your order. Add your card wording in the Message to recipient field, and you can also request a shipping window - Example:Happy Birthday, Love, Bob. Ship to arrive between August 12th to 15th.
ORDERING FOR SEVERAL GIFTS
If you are ordering for multiple recipients, you may find it easier to download the attached order form and fill it out. Fax it to 336-763-0526 and we will handle everything for you.
GIFT WRAPPING is also available - We put any non-perishable product in a blue gift box and tie it with a tartan ribbon or wrap it in tartan giftwrap with a grosgrain ribbon for a $2 charge. During the Christmas season, we also offer a lovely red plaid paper and gold ribbon. Just add GIFTWRAP to your order.
RETURN POLICY
If you are dissatisfied with your order for any reason, please return the unused portion for a full credit or refund. Call us at 877-814-3663 for more details. Customer Service hours are Monday to Friday, 10AM to 5PM Eastern Standard Time.
CANCELLATION OR CHANGES TO AN ORDER
If you need to cancel or change your order in any way, please contact us immediately by phone or email. As we ship orders very quickly during the workweek, we need to be told of any changes or cancellation promptly. If you do cancel your order, your refund will be issued within one business week.
SHIPPING
We use UPS and USPS(Postal Service) for all shipments to the lower 48 states. Our goal is to ship your order within 48 hours of your order. Shipping charges are based on the type of products to be shipped and the distance involved. In all cases, we will reduce your shipping charges if possible.
We ship perishable orders of smoked fish, meats, cheese and bacon on Monday, Tuesday and Wednesday to insure arrival by Friday. If your shipping address is within the 21 states we can reach via ground delivery within two days, we will ship via UPS Ground Delivery. Otherwise, all orders for bacon, cheese, smoked fish and haggis will be shipped via 2ND DAY AIR.
Orders shipping to Alaska and Hawaii are shipped via the US Post Office or via UPS 2ND Day Air for orders including perishable products. We use Priority Mail Flat rate boxes for orders without perishables to keep your shipping charges as low as possible.
If you require Saturday delivery for perishable products, please call us. UPS OVERNIGHT shipments for Saturday delivery will be charged at Priority Overnight rates which are quite expensive. We'd love to save you money and find a less expensive way to get you what you want when you want it. If you plan ahead a day or two, you will save a lot on shipping perishables to arrive by Friday before your event.
CANADA
Due to Canadian regulations, we cannot ship food made in Scotland from the USA to Canada. We are able to ship non-food items to Canadian addresses, please call to place your order as we do not currently allow Canadian addresses as shipping addresses on this website. Cookbooks, shortbread molds, cookie stamps, teatowels and whisky glasses are all items we are happy to sell to Canadian customers.
APO Boxes
We are delighted to ship your gifts to those serving overseas with an APO address. Please select non-perishable items as we cannot be certain cheese or fish will arrive in edible condition.
SALES TAX
We must charge 6.75% sales tax on all candy, non-food items, cookbooks, gift baskets and shipping charges for all North Carolina shipping addresses. Residents of Illinois will also be taxed on non-food items and candy.
PRIVACY POLICY
We do not rent, trade or sell any customer information at any time. You are the reason we exist, and we protect your personal information. We do add your email to UPS shipping records to give you tracking information on your orders. We honor all requests to cease any email offers and to stop all future mailings from us.
