Shipping & Returns
If you need to consider a refund you’ve obviously ordered a product from us so first we want to Thank You! With over 100 years of snack making experience, we promise to do the very best to deliver amazing products and the best customer experience, but we also understand sometimes things happen. Here is some helpful info for those times:
- ORDER CHANGES OR CANCELLATIONS
- You may cancel an order that has not shipped any time by contacting our Customer Care Team for a full refund.
- If you need to make changes to your order, please contact our Customer Care team and reference your order #.
- All orders are packed fresh and most brands ship from Hanover, PA within 1-2 business days. Processing time could be up to 3 business days during some promotional periods.
- Our Golden Flake brand is shipped directly from our Birmingham, AL facility.
- Shipping charges are calculated based on the zone to determine your flat rate.
- When ordering multiple items to the same address, all items will be combined into the least number of boxes to ensure your order arrives safe.
- To calculate shipping correctly, we can only accept one ship to address per order.
- Alaska, Hawaii, Canada & International Orders
- These orders cannot be placed online, please call 1-800-367-7629 and a customer care representative will be happy to place your order for you.
- Unfortunately we are unable to ship the Golden Flake brand to these locations at this time.
The map below shows the flat rate shipping that applies to each state.
- Transit Times
- The map below is a general estimate of transit times.
- Add 1-2 days for order processing and fulfillment.
- Do not include Sunday in your calculation as residential deliveries are only made Monday – Saturday with this service selection.
- Delays - At times some areas are impacted by extreme weather conditions which may result in a delay in delivery.
- You may voluntarily return new, unopened items within 14 days of receipt for a full refund less your original shipping amount, or any incurred shipping costs as a result of your voluntary return.
- Unopened items should be returned in their original product packaging.
- Please start this process by calling our Customer Care Team 1-800-367-7629. Please have your order # ready to reference.
- ORDER ERRORS
- Please report any order errors within 14 days.
- Because the items we sell are considered perishable, no returns or credits will be accepted after 14 days for any reason.
- We will credit you in the same manner as your original payment within 7-10 days. Please start this process by calling our Customer Care Team.
- PRODUCT FRESHNESS
- We are committed to serving our direct delivery customers the freshest possible product experience.
- Therefore, all product is shipped with a minimum of 5-weeks of remaining freshness before its expiration date code.
- PRODUCT DAMAGES
- Please report any damages within 14 days.
- Although our snacks are packaged to eliminate movement in the shipping box and they leave our facility in perfect condition; some product breakage should be expected.
- Research shows that most product breakage is due to the natural movement of the product within the bag or barrel itself.
- To avoid passing on additional costs, we do not add additional protective packaging to most shipments.
- Pretzels will experience some breakage and salt loss due to shipping.
- Please retain all packing materials for at least 5 days after notifying us. The shipping carrier reserves the right to examine the damage when we submit a claim to them.
- OPEN BAGS
- Sometimes bags may pop open due to a change in altitude or carrier mishandling.
- In the event you receive any open bags, please contact us a within 14 days of receipt for a credit for the opened items.
- Credit will be in the amount of the SRP indicated on the bag(s)
- GIFT ORDERS
- When ordering gifts online, please verify that all of your gift recipient’s information including names, addresses, and gift message are correct.
- Once your order has been completed, it enters the fulfillment process and making changes become very difficult. If you feel you have made an error, please notify us with any errors immediately.
Utz Customer Care Team
Hours: 8:30 AM – 5 PM EST. Monday – Friday