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Frequently asked questions:

When will my order ship?

  • We strive to ship orders within 1 to 36 hours during business days.

  • If you select UPS 2nd Day Air, UPS Next Day Air, or USPS Priority Mail Express 1-Day, we will ship your order within 1 full business day (with the exception of any items described in the next bullet).

  • There are several items throughout the web site that specify "Availability"; these items should ship in the time specified (i.e. bulk mixes, back ordered items).

  • If your order is expected to be delayed, we will contact you.

How is shipping calculated?

  • If your order totals over $25 and is being shipped inside the contiguous United States, we offer a flat $5 ground shipping method. Select "$5 Ground Shipping for US Orders Over $25" as your shipping option during checkout to receive that reduced shipping rate.

  • All other shipping rates are determined by weight and zip code. As every order is a little different, we charge the average shipping cost for each zip code and weight. Sometimes, actual shipping for your package may have cost more than what you've paid, and other times, actual shipping may have cost less than what you've paid. Usually, we will not make adjustments in either instance. The only exception is for USPS shipping to HI, AK, and APO addresses. If you're overcharged, we'll adjust that charge to reflect actual costs.

What shipping option should I select?

  • If your order totals over $25 and is being shipped inside the contiguous United States, the best bargain is to select "$5 Ground Shipping for US Orders Over $25". Your order will be shipped via UPS Ground, UPS SurePost, or USPS Priority Mail (our choice).

  • USPS Priority Mail takes 1 to 3 days to arrive once shipped. It's often the cheapest choice for smaller orders under $25. It is the only shipping option available for APO/FPO addresses and some US teritorries.

  • UPS Ground/SurePost takes 1 to 5 days to arrive once shipped and is the most economical for larger orders. See the map below for times in transit.

  • UPS 2nd Day Air or UPS Next Day Air can be quite costly, but if you need your order in a rush, it's the way to go. 2nd Day and Next Day services do not deliver on the weekends.

  • If you are ordering a gift certificate and have selected to have a paper certificate mailed to you or the recipient, the "Mailed Gift Certificate" option will be the cheapest method. It will be mailed via USPS First Class Mail.

  • UPS Standard to Canada is our sole shipping method for Canadian addresses. At this time, we do not ship to P.O. Boxes in Canada.

  • Orders can also be picked up at our shipping warehouse in Brookville, Ohio for no charge. Simply select that as your shipping option during checkout. For orders designated for pick-up, you will receive an e-mail letting you know when your order is ready. You will have 7 business days from that time to pick up your order. After 7 days, if the order has not been accepted, we will refund 90% of the order total, the remaining 10% will be applied to our restocking fee.

  • For a rough guide on how shipping rates and times are determined by destination, please reference one of the following:

    USPS Priority Mail map

    UPS Ground map

    UPS SurePost map

    USPS Priority Mail map UPS Ground map UPS SurePost map

What is UPS SurePost?

  • SurePost packages are shipped via UPS Ground and delivered to your local USPS post office. Your package will then be delivered to you by your mail carrier. UPS may opt to deliver the package to you themselves. Learn how to receive SurePost packages a day earlier here. We use this discounted service for packages under 9 Lbs. going to a residential address. Ship time is 1 day more that UPS Ground.

Can I pick up my order in Brookville, Ohio?

  • Yes, and it's free! Select "Pick-Up at Firehouse Pantry (Brookville, OH)" as your shipping option during checkout. We will get your order together and e-mail you when it's ready for pick-up. Orders can be picked up anytime, 24/7. We do ask for a little heads-up so we can be sure your order is ready for you when you get here. You will have 7 business days from the time we e-mail you that your order is ready to pick up your order. After 7 days, if the order has not been accepted, we will refund 90% of the order total, the remaining 10% will be applied to our restocking fee.

What do I do if there is something wrong with my order?

  • Contact us immediately, within 30 days of the date of purchase.

    • We will make every effort to resolve the issue quickly and fairly.

    • If an item is damaged during shipping, we require that you first e-mail or text us at least one picture of the damaged product and packaging. Hold onto the package and all of the contents, including packaging materials, for 7 days. Often times, the carrier will want to send someone to inspect it before paying a claim. Typically, we will issue a refund of the amount paid for the item, plus shipping paid for that item. Sometimes, though, we may replace the item(s), rather than issue a refund. If we don't receive a picture of the damage, we will not issue a refund or replacement for the item(s).

    • We will not issue a refund or replacement if you "don't like" how something tastes. If you are unfamiliar with an item, please order a small amount to try out before ordering larger quantities.

    • If your package has been returned to us by the carrier due to our error, we will reship it free of charge. However, if your package was returned to us because you supplied an incorrect/incomplete/invalid shipping address or the package was undeliverable for any reason not caused by our actions (i.e. the package was left unclaimed, no one was available to sign for the package on any delivery attempt, your business was closed during every delivery attempt) you have two options:

      1. We can reship the package and will charge you the actual postage cost to do so.

      2. We can keep the returned package and issue you a refund for the order subtotal, minus a 10% restocking fee.

    • Refunds/replacements/reshipments will not be made unless you have contacted us regarding an issue within 30 days of the date of purchase.

My package's tracking information says it was delivered, but it was not. What do I do?

  • Please take these steps to locate your package:

    1. If the package was marked as delivered today, wait until the end of the day. Sometimes, a package can be marked as "Delivered" when it is still in transit.

    2. Look around your mailbox, front porch, or anywhere the package may have been placed. If you live in an apartment building, check with the office to see if it is there.

    3. Ask everyone at the delivery address to see if they received the package.

    4. Look for a notice of attempted delivery. This can be placed on/in a door or with your mail.

    5. Contact the carrier. Have your tracking number handy.

      • UPS Ground, UPS 2nd Day, and UPS Next Day call 800-742-5877

      • UPS SurePost and USPS Priority Mail call your local post office branch for best results. We've found that calling the USPS toll-free number does not result in a helpful outcome.

  • If you are unable to locate the package after following these steps, you must assume the package has been stolen. In this case, neither Firehouse Pantry or the carrier is responsible for the loss. However, as a measure of good faith, if you file a police report for the theft and e-mail or mail us a copy of that police report, we will replace the stolen package.

What is your return policy?

  • Because most of our products are food items, we cannot accept returns. Therefore, we guarantee that any item sent to you will be of the highest quality. In the unforeseen event that something is amiss with one of our products, contact us immediately (within 30 days of the date of purchase) and we will resolve the situation to the best of our ability, quickly and fairly.

  • Unopened, unused non-food items can be returned. Send the item(s) back to us at your expense. Once we receive it, we will refund your total, minus the actual shipping we paid to ship it to you, minus 10% of the subtotal for a restocking fee and minus a $0.60 transaction fee (as we are charged a $0.30 transaction fee twice by our credit card processor - once when you place the order and once when we issue the refund). If you refuse the package (i.e. write Return to Sender on the box), we will also subtract the cost of return shipping from your refund.

What if I want to cancel my order or send it back?

  • If you e-mail us to cancel your order within 30 minutes of placing it, we will cancel your order and refund the total paid, minus $0.60, as we are charged a $0.30 transaction fee twice by our credit card processor - once when you place the order and once when we issue the refund.

  • If you e-mail us to cancel the order after 30 minutes of placing it, but before we pack the order, we will cancel your order, minus 10% of the subtotal for a restocking fee and minus the $0.60 transaction fees.

  • If we've already shipped your package, only one option remains. You can wait for the box to arrive, and then send the unopened package back to us at your expense. Once we receive it, we will refund your total, minus the actual shipping we paid to ship it to you, minus 10% of the subtotal for a restocking fee and minus the $0.60 transaction fees. If you refuse the package (i.e. write Return to Sender on the box), we will also subtract the cost of return shipping from your refund.

  • If you send an opened package back to us, we will discard it and you will not receive a refund.

I entered a coupon code / merchandise credit code / gift certificate code and it's not working.

  • If it's a coupon code you're having problems with:

    • Read the details about the coupon code in the e-mail or on the card that the coupon code originates from. It is probably not valid on bulk items (any item with the word "bulk" in the name), nor on items with discounted quantity pricing.

    • If you found the coupon code on a web site that wasn't ours or in an e-mail that wasn't sent by us, it may be complete garbage. There are so many coupon web sites out there, and even the legitimate ones have bad info. I have no idea where they get their information. Sorry!

    • If you think your coupon code should be valid but it's not working, simply make a note in the Comment section when you place your order. We'll fix it if you're right and contact you if it's not valid.

  • If it's a merchandise credit you're experiencing issues with:

    • It may be expired. Most merchandise credits are valid for 3 months from the time of the original order date or the date of issue.

    • We may have goofed on our end. It happens sometimes. Just contact us with your merchandise credit number and we'll tell you what the problem is.

  • If you're experiencing issues with a gift certificate code, it can really only be that you're entering the wrong code. That system is fully automated and out of our control. If you believe this is not correct, please contact us.

I placed my $25+ order but was charged more than $5 for shipping. What happened and what can I do to fix it?

  • You must select "$5 Ground Shipping for US Orders Over $25" as your shipping option during checkout to receive that reduced shipping rate. We make every effort to inform you of this in the shopping cart and on all checkout pages.

  • If you did not select that shipping method, simply send us an e-mail requesting that we change it for you. We will gladly adjust the shipping charge if you contact us within 30 days of the date the order was placed. Changes cannot be made after 30 days from the time the order was made.

  • As we are charged a $0.30 transaction fee to process your adjustment/refund, this fee will be passed onto you and will be added to your shipping charge, making it $5.30.

Why can't I call you on the phone?

  • I'll give it to you straight: nearly everyone who calls us falls into one of the following categories. In the end, it would cost us the addition of a full-time staff member to answer these calls, and in turn, increase our prices unnecessarily.

    • Wants something we don't offer (If you can't find it on our web site, we don't offer it. To check, go here, press Ctrl-F, and type a single word to try and find it.)

    • Wants a discount or lower price (The listed prices are our best prices. Sign up for our mailing list for coupon codes.)

    • Wants to order less than out $10 minimum (Sorry, there's a good explanation for this, but I don't think you're actually interested in the mathematical equation that explains this requirement.)

    • Is afraid to enter their credit card info online (I understand the fear, though completely unfounded. I order things online every day and don't experience issues. Internet security has been greatly improved upon in recent years.)

    • Just wants to talk to a human (Why? Humans are overrated :) No, really, it only increases the price you pay for our products. Just order online and take advantage of the lowest prices we can offer.)

  • You can text us instead. During the day, we text our customers back and forth all the time. Give it a shot! 937-533-3310

  • You can also e-mail us day or night. You'll receive a quick and thorough reply.

How do I place a phone order?

  • We do not accept phone orders. (See above.) Why we prefer online ordering:

    • This is the most secure payment method, as we never see all of your credit card information. If you place a phone order, we still enter your credit card information via the Internet, just as you would.

    • This is the most accurate way of communicating exactly what you want and where you want it shipped (remember playing the telephone game in Kindergarten?).

    • Internet orders receive e-mailed shipping updates; phone orders do not.

    • For more info, please see the question "Why can't I call you on the phone?".

Can I mail in my order?

  • Yes. This method is certainly the slowest means of receiving your order, but we are happy to accept your order through the mail.

    • Mail ordering directions:

      • Select the items from our web site that you wish to purchase by adding them to your shopping cart.

      • Click on the "Checkout" button and fill in all of the information on this page.

        • Be sure to click the "Apply" button after you select your shipping method; this will calculate your total, including shipping.

        • Please type in the information before printing the page, rather than writing it. This prevents any problems with illegible handwriting.

        • If you are sending a check or money order, omit the credit card information.

      • Print this page and mail to:

        • All Mixed Up, Ltd., 13176 Upper Lewisburg Salem Rd., Brookville, OH 45309

Can I pay with a Money Order, Cashier's Check, or Personal Check?

  • Yes, for orders originating and shipping within the United States. Follow the instructions for a mail order.

  • Include your Money Order, Cashier's Check, or Personal Check with your printed order page.

  • Make check out for the order total (including shipping), payable to All Mixed Up, Ltd.

  • Please note: All orders paid for with a money order, cashier's check, and personal check will be held for 10 days to ensure they clear the bank before it ships.

How do I redeem a gift certificate?

  • Browse or search for items you'd like to buy.

  • Once you've added your items to your shopping cart, click the "Checkout" button.

  • Locate the "Coupon Code / Promotional Code" field; enter your gift certificate code there. Make sure that you enter the complete gift certificate code. It must start with the "@" sign. Click the "Apply" button to see the gift certificate applied to your order.

  • If you have more than one gift certificate, you may enter and apply these codes one at a time.

  • If you have enough funds on the gift certificate to cover the cost of your order, you won't be required to enter any payment information.

  • If you don't have enough funds on your gift certificate to cover your entire order, you will be required to pay the remaining balance.

Do you have a printed catalog?

  • Yes, but it does not list prices. The prices of spices and other commodities change frequently, and we raise and lower our prices accordingly. We are happy to include a product list with your order. Simply ask for one in the Comments section when placing your order.

Do you ship to to international locations?

  • We do ship to Canada, but we do not ship to any other international address at this time..

Do you offer samples of your products? I want to try them before I invest in large quantities.

  • Generally, no. Read on...

    • We do not offer free samples because of the sheer volume of requests received. Items most requested for sampling are usually sold in smaller, retail-sized packaging that is perfect for sampling at a low price.

    • If you are an existing customer who buys bulk mixes/ingredients, we will be happy to include small samples of items you'd like to try with an order you are placing. Simply make a note in the Comments section when ordering or send us an e-mail. Reasonable requests will be filled.

Do you offer your items at wholesale prices?

  • The prices listed are generally our best prices. If you are interested in larger quantities than we offer pricing for, please contact us us for a quote.

  • Most of the time, people asking this question are referring to our gourmet mixes. We do not, at this time, offer retail packages at wholesale pricing. However, we are in the process of purchasing a packaging machine and will be offering them soon. In the mean time, we do offer our mixes in bulk and sell packaging supplies for them.

I ordered a "4 oz. Spice Jar" of a spice, but the label reads "Net Weight 1.75 oz." What's the deal?

  • We list each item packaged in spice jars by the size of the spice jar, rather than the net weight, though the net weight is always clearly listed in the item description. This is because most people are used to shopping for spices at the supermarket where you generally choose between standard sizes of containers; rarely does one look at the net weight of the contents.

    • We offer herbs/spices/chili peppers in 4 sizes:

      • 1 oz. spice jar = approx. 2 Tbls.

      • 4 oz. spice jar = approx. 1/2 cup

      • 8 oz. spice jar = approx. 1 cup

      • 1 pound bulk bag = volume varies by item

I received my order and my spice jars' safety seals were not sealed. I'm worried that they are not safe and may have been tampered with.

  • Our spice jar lids come with heat-activated seals, but we have no need to heat seal them. Our ingredients are packaged on-site and then shipped directly to you. We do not have a physical store, so no one has access to them to tamper with them. Heating the seals is completely unnecessary and would only increase the price.

I received my Bhut Jolokia pepper and it tastes very smoky. Are the peppers smoked?

  • They are smoke-dried.

Can I plant the seeds from your dried chili pepper pods?

  • You can, but we cannot guarantee that you will grow plants from them. The peppers are harvested and mechanically dried for preservation and consumption, not for seed propagation. We've had a couple of customers say they grew plants from these seeds, but again, we make no promises that you can do the same.

  • We recommend that if you want to grow Bhut Jolokia or Trinidad Scorpion plants, you buy the seeds.

Do you have a Ghost Pepper Extract?

  • There is no such thing as Ghost Pepper Extract... exactly... If there was such a thing, it would be the extracted capsaicin from the pepper. This chemical compound is the same in every pepper, there is just more of it in a single Ghost Pepper than any other pepper. So, what you are looking for is just pure capsaicin. We don't sell it because it has a bitter taste and is so spicy, there's not much real use for it outside of hot sauce manufacturing.

  • We offer the closest thing to it - Ghost Pepper Puree.

Privacy: Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.

  • As part of the order process, the following information is collected from shoppers:

    • Name

    • Shipping/Billing Address

    • Email address

    • Phone number

    • Credit/Debit Card Information

  • How That Information Is Used:

    • Your information is used to fill your order, to contact you in the event we have a question about your order, or to send emails with special offers if you opt-in to our mailing list.

    • We will never share your information with a third party.

  • Third-Party Web Beacons:

    • We use third-party web beacons from Yahoo to help analyze where visitors go and what they do while visiting our website. Yahoo may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo, click here.

    • We also utilize Google Analytics to advertise online. Third-party vendors, including Google, show our ads on sites across the Internet. We utilize data provided by Google Analytics Demographics and Interest Reporting to grow our website and better customize our information to our users' interests. You can access the Google Analytics opt-out here and/or edit your Google Ads Setting here.