Privacy Policies
How Can We Help?
Click a question below to jump directly to the answer.
Still need help? Text us at 937-533-3310 or email Store@FirehousePantryStore.com. We're happy to help.
Can I Change My Order?
Tracking Shows Delivered, But I Didn't Receive My Package
What If There's a Problem With My Order?
Order Cancellations & Refused Shipments
Do You Offer Wholesale Pricing?
Do You Offer Free Samples?
Can I Pick Up My Order?
Do You Have a Physical Store?
My Coupon, Merchandise Credit, or Gift Certificate Isn't Working
Why Don't You Offer Phone Support?
I Qualified for $5 Shipping but Was Charged More
When Will My Order Ship?
How Is Shipping Calculated?
How Do I Redeem a Gift Certificate?
Can I Mail My Order?
Do You Have a Printed Catalog?
Will I Owe Duties, Taxes, or Fees on Canadian Orders?
Privacy Policy
Can I Change My Order?
Yes, if your order has not yet been processed and you have not received a tracking email. Text us at 937-533-3310 or email Store@FirehousePantryStore.com as soon as possible.
We may be able to:
- Change the shipping method.
- Change quantities or product options.
- Add free samples to your order.
Adding additional products?
- If your original order qualified for our $5 Shipping, place a second order and select "Pick-Up at Firehouse Flavors" as the shipping method to avoid a second shipping charge. Include a note during checkout requesting that both orders be shipped together.
- If your original order used any other shipping method, place a second order and include a note during checkout requesting that both orders be shipped together. We will refund any shipping charges paid above the actual cost to ship your combined order.
Tracking Shows Delivered, But I Didn't Receive My Package
If your package is marked as delivered but cannot be located, please take the following steps:
- Wait until the end of the delivery day. Carriers occasionally mark packages as delivered before they arrive.
- Check around your mailbox, porch, garage, side door, and other possible delivery locations.
- Ask household members, neighbors, apartment offices, hotel front desks, or building managers if they accepted the package.
- Look for a delivery notice left by the carrier.
- Contact the carrier directly and request additional delivery details using your tracking number.
- UPS: Call 1-800-742-5877.
- USPS: Contact your local post office for the best results. You can locate your local branch phone number at www.postallocations.com.
A package marked as delivered by the carrier is considered successfully delivered. If the package still cannot be located after completing the steps above, it may have been lost or stolen after delivery.
Neither Firehouse Flavors nor the carrier is responsible for packages lost or stolen after delivery. However, as a courtesy, we will replace the contents of a first-time reported stolen package if you provide a copy of a police report documenting the theft.
Please ensure that shipments to hotels, trade shows, vacation rentals, and other temporary locations can be securely received. Firehouse Flavors is not responsible for packages accepted by hotel staff, front desks, reception personnel, event staff, or other third parties at the delivery address.
What If There's a Problem With My Order?
Please contact us within 30 days of purchase if there is any problem with your order. We will make every effort to resolve the issue quickly and fairly.
- Incorrect items: If we sent the wrong item, please provide a photo showing the product and label. We will either replace the item or issue a refund, at our discretion.
- Missing items: If an item was omitted from your order, we will either send the missing item or issue a refund, at our discretion.
- Damaged items: Please provide photos of the damaged product and packaging. Retain all packaging materials for 7 days, as the carrier may require an inspection. We will either replace the item or issue a refund, at our discretion.
- Taste preferences: Because taste is subjective, we generally do not offer refunds or replacements for products you simply do not enjoy. If you are unfamiliar with a product, we recommend ordering the smallest size available before purchasing larger quantities.
- Returned packages: If a package is returned due to our error, we will reship it at no charge. If a package is returned for any other reason, we may either reship it at your expense or issue a refund less shipping costs and a 10% restocking fee.
Claims for missing, damaged, incorrect, or returned orders must be reported within 30 days of purchase.
Order Cancellations & Refused Shipments
If you need to cancel your order, please contact us as soon as possible.
- Within 30 minutes of placing your order: We'll cancel your order and issue a full refund.
- After 30 minutes, but before your order has been processed: We'll cancel your order and issue a refund less a 10% restocking fee.
- After your order has shipped: If you no longer want your order, you may return the unopened package at your expense. Once received, we'll refund your purchase less our actual shipping cost, any return shipping charges we incur, and a 10% restocking fee.
Orders returned to us by the carrier for reasons beyond our control - including an incorrect or undeliverable address, refusal of delivery, failure to claim the package, business closure, inability to forward, missing mail receptacle, or refusal to pay Canadian duties, taxes, or fees - will be refunded less the actual shipping cost, any return shipping charges we incur, and a 10% restocking fee.
For food safety reasons, opened packages containing food products are not eligible for return or refund.
Do You Offer Wholesale Pricing?
Yes, and there's no wholesale account required.
Our pricing is simple: the more you buy of an item, the lower the price. Quantity discounts are displayed on each product page, and many products are also available in bulk case quantities. No coupon code or wholesale account is required.
We offer nearly all of our products in bulk, making them ideal for repackaging and resale. If you need a larger quantity than what's listed on our website, text us at 937-533-3310 or email Store@FirehousePantryStore.com for a custom quote.
Our savory dip mixes and wine slush mixes are also available by the case (24 retail packages) in your choice of labeled or unlabeled packaging. At this time, we do not offer private labeling.
No tax-exempt certificate is required. Food products are not subject to sales tax, so we do not charge sales tax on food orders.
Do You Offer Free Samples?
Yes! You may add 2 free samples to any order. Browse our available free samples here and add them to your order during checkout.
Because of shipping costs, free samples are available only with an existing order.
If you're a repeat customer and would like to sample a product that's not listed on our free samples page, simply include your request in the notes during checkout. We'll do our best to accommodate reasonable requests.
Can I Pick Up My Order?
Yes! Simply select "Pick-Up at Firehouse Flavors (Brookville, OH)" during checkout.
We will email you when your order is ready for pickup. Orders may be picked up 24 hours a day, 7 days a week from our pickup receptacles located outside our facility.
Please pick up your order within 7 business days of receiving your pickup notification. Orders not picked up within 7 business days may be canceled and refunded less a 10% restocking fee.
Do You Have a Physical Store?
No. Our facility contains a manufacturing facility, shipping warehouse, and offices, but we do not have a retail store open to the public.
My Coupon, Merchandise Credit, or Gift Certificate Isn't Working
If your code isn't working, please check the following:
- Review the terms of the promotion on the web page, social media post, email we sent, or on this page. Most coupon codes apply only to specific products or promotions.
- If you found the code on a website or email not issued by Firehouse Flavors, it may not be valid.
- If you believe your code should work, place your order and include a note during checkout. We'll review the issue, make any necessary adjustment, and contact you if needed.
Why Don't You Offer Phone Support?
Good question! We know it's a little unusual.
We choose to provide support by text and email because it's faster, more accurate, and allows us to spend more time making and shipping your orders instead of sitting by a ringing phone.
Texting also gives both of us a written record of our conversation, making it easy to reference order details, product recommendations, tracking numbers, and previous questions.
The best part? When you text us, you're usually texting the owner, not a call center or outsourced support team. We respond throughout the day and often during evenings and weekends, too.
Text us anytime: 937-533-3310
Email us: Store@FirehousePantryStore.com
We think you'll find it's actually faster and more convenient than a phone call.
Because we don't offer phone support, we also do not accept phone orders. Ordering through our website is:
- More secure - Your payment information is entered directly into our secure checkout. We never see your complete credit card number.
- More accurate - You choose the exact products, quantities, options, and shipping address, reducing the chance of errors.
- More convenient - You'll automatically receive order confirmations, tracking updates, and shipping notifications by email.
I Qualified for $5 Shipping but Was Charged More
To receive our $5 shipping rate, you must select "Fast $5 Shipping for US Orders Over $25" during checkout. This option is available only for qualifying orders shipped within the contiguous United States.
If you accidentally selected a different shipping method, text us at 937-533-3310 or email Store@FirehousePantryStore.com within 30 days of placing your order. If your order qualified for the $5 shipping rate and was shipped using our standard shipping service, we'll gladly adjust your shipping charge.
When Will My Order Ship?
Most orders ship within 1 business day (Monday through Friday), and many orders ship the same business day.
Items marked with a specific availability or lead time (such as bulk mixes/seasonings, backordered items, or special-order products) will ship within the timeframe shown on the product page.
If your order is expected to be delayed beyond these timeframes, we will contact you.
How Is Shipping Calculated?
Orders shipped within the contiguous United States qualify for our flat $5 shipping rate when the order total is $25 or more. Simply select "Fast $5 Shipping for US Orders Over $25" during checkout.
All other shipping rates are calculated based on package weight, destination, and selected shipping method.
For shipments to Alaska, Hawaii, APO/FPO addresses, and certain other destinations, shipping charges may be adjusted to reflect actual carrier rates.
How Do I Redeem a Gift Certificate?
- Add the items you'd like to purchase to your shopping cart.
- During checkout, enter your gift certificate code in the "Coupon Code" field and click "Apply". Gift certificate codes begin with an @ symbol.
- If you have multiple gift certificates, apply them one at a time.
If your gift certificate covers the full order amount, no payment information is required. If there is a remaining balance, you'll simply pay the difference.
Can I Mail My Order?
Yes. Although it's the slowest ordering method, we're happy to accept mailed orders.
- Add the items you'd like to purchase to your shopping cart.
- Proceed through checkout and enter your shipping information.
- Select a shipping method to calculate your total.
- Print the completed checkout page.
- If paying by check or money order, simply leave the credit card information blank.
Mail your order to:
Firehouse Flavors LTD
201 Sycamore St.
Brookville, OH 45309
Do You Have a Printed Catalog?
Yes. We include a printed product list with every order. Because ingredient costs change frequently, prices are not printed. Current pricing is always available on our website.
Will I Owe Duties, Taxes, or Fees on Canadian Orders?
Possibly. Orders shipped to Canada may be subject to import duties, taxes, brokerage fees, or other charges imposed by Canadian authorities. These charges are determined by Canada - not by Firehouse Flavors - and vary by shipment.
As the purchaser, you are responsible for paying any applicable duties, taxes, or fees required to receive your order. Cheese powder and certain other products may be subject to particularly high import charges.
If you're uncertain about the duties or fees that may apply, we recommend contacting the Canada Border Services Agency (CBSA) before placing your order.
If a shipment is refused because duties, taxes, or fees are not paid, our Order Cancellations & Refused Shipments policy will apply.
During checkout, you'll be asked to acknowledge that you've read and accepted these terms before completing your order.
Privacy Policy
At Firehouse Flavors, we respect your privacy and are committed to protecting your personal information.
We collect information you provide when placing an order, creating an account, subscribing to our email newsletter, or contacting us. This information may include your name, address, email address, phone number, and payment information.
We use your information to:
- Process and ship orders
- Provide customer service
- Communicate regarding orders and account activity
- Send marketing emails to subscribers
- Improve our website and advertising efforts
We do not sell, rent, or trade your personal information.
Information may be shared only with trusted service providers necessary to operate our business, including website hosting providers, payment processors, shipping carriers, email marketing providers, and order management services.
By using this website, you agree to the collection and use of information as described in this Privacy Policy.
