Policies
Shipping Methods & Costs
All our prices include STANDARD GROUND shipping costs to street addresses in the continental USA. We reserve the right to make corrections to the shipping method chosen.
Additional Shipping Charges for Foreign & Expedited Services
Due to the nature of some foreign economies, we cannot guarantee foreign shipments. We will not reship items that do not arrive at their destinations. We regret any inconvenience that this may cause our customers.
Some of our products cannot be shipped Expedited or International. Expedited shipping options do not include Saturday or Sunday delivery.
See individual items for details on restrictions or call our toll free number 1-800-777-3314 between 8:30 AM and 5:00 PM EST for assistance.
Future Ship Dates
Enter future shipment dates in the field where indicated on the Basket screen. Shipment date is the date you would like the package to leave our facility (Monday through Friday). While we do our best to meet all requested dates, we cannot guarantee a specific date for standard shipping. Please allow adequate time for a package to reach its destination when ordering.
All packages ship from our facility in Reading, PA. Please refer to FedEx Ground Service Map for estimated transit times in the Continental United States. You can find the FedEx Ground Service map here.
Check Your Address
Please check your order for accuracy. House number, suite/apartment number, street address, city, state, zip code, and telephone number must be included and correct for accurate and speedy delivery. Packages returned due to an incorrect address provided by the customer will be re-shipped at the customer’s expense. Indicate different shipping addresses by clicking the option where indicated. If you have questions or need assistance in shipping items to multiple addresses, call our toll free number 1-800-777-3314 between the hours of 8:30 AM and 5:00 PM EST.
Use sender’s and receiver’s real names. Endearment names and children’s names can be added to a greeting. Keep the greeting message brief. Verify addresses before placing an order. An address correction fee per package will be charged to the customer’s credit card for incorrect address information provided by the customer. Please verify your address at the United States Post Office (USPS) web site.
Please do not enter special instructions or delivery information in the Address Fields or Gift Message line. Company name field is strictly for actual business names. If package is going to a residential address, please leave this field blank.
Substitutions
Tin and decorative carton designs are sometimes limited due to demand. We reserve the right to substitute designs of equal or greater value.
Chocolate
Due to the nature of our chocolate, we only ship items containing chocolate between October 1 and March 31 of each season. Chocolate can still melt during transit if temperatures in the shipping area are still too warm. Please keep in mind temperatures when selecting chocolate items. We do not ship any items with dry ice or other cooling packs. Chocolate can also obtain a white “bloom” on it from a change in temperature. This is normal and doesn’t impact the taste or quality of the chocolate.
Breakage
We do our best to minimize breakage in transit; however, pretzels will experience some breakage in shipping. (Cheese, Crunchzels® and Little Cheesers® pretzels may experience complete breakage during shipment.) We reserve the right to use our discretion in determining replacement/refunds on a case-by-case basis.
Return Policy
Please be sure you are ordering the right product. Due to food safety concerns, returns are not accepted. We accept returns if we ship the incorrect item or if the item is damaged in shipment. If you do have a problem with your shipment, email us at csr@tomsturgispretzels.com or call our toll free number 1-800-777-3314 between the hours of 8:30 AM and 5:00 PM EST. We’ll happily address your comments or concerns.