Frequently Asked Questions

CONTACTING US

Feel free to contact us if you have questions, concerns, or special requests.
PHONE: 802-985-0333 (Mon.-Fri., 9:00am-5:00pm EST)
    (For general Farm inquiries, call 802-985-8686, same hours)
FAX: 802-985-8123
EMAIL: [email protected]

ORDERING

Do I need to be a registered customer to order online?
No. However, if you order often or want to build an "address book" of gift recipients, we recommend you register to speed up the checkout process.

Can I call or fax in my order?
Yes. Call and ask to speak with our Mail Order Department at number and hours listed above, or fax your order any time.

How do I place multiple orders at one time?
After selecting a product, choose from the "Ship To" drop down menu or enter the name of the new recipient. After each order, hit "continue shopping" to add your next shipment. You can also add to any order by clicking on "continue shopping". Do not proceed to "checkout" until all of your orders have been entered (or you will have to reenter your billing information). If you want to change shipping addresses click on "change product recipients" before checking out. If you ever have any trouble, give us a call during our regular hours!

How can I ensure that my package arrives when I want it to?
Orders must be received by Noon on Wednesday for shipment that week. Orders received after 12:00 pm EST on Wednesday, and Thursday through Sunday, will be shipped the following Monday.

How do I know that you received my online order?
After you submit your order you will receive a confirmation email.

Can I cancel or change my online order?
Yes. If you have completed your order, and subsequently decide to cancel or change your order, please contact us as soon as possible by calling our Mail Order Department. Unfortunately if your order has already been processed and shipped we cannot cancel or change it.

PRODUCT

Do you have gift boxes or gift wrap?
No, we do not.

Are gift samplers packaged separately within one shipment?
No. All items are packed together.

Can I make substitutions with gift packages?
No, but you can purchase all of the desired items individually or add items to any gift package.

SHIPPING & DELIVERY

What are my shipping options?
For a complete explanation of shipping, please see our Shipping Information.

Do you require a signature for deliveries of products from Shelburne Farms?
No. Like Amazon and many other mail order companies, our default is 'no signature required'. This is particularly appropriate for us due to the perishable nature of most of the products we ship. At the carrier's initial delivery attempt, if a signature is required and the recipient is not available to sign, the result is one or more additional days waiting for re-delivery without a controlled temperature environment.

A customer may request that we require a signature for delivery in the Comments field at checkout or by contacting us at 802-985-0333, with the understanding that we and the carrier are not responsible for the perishable contents if the package requires additional attempts to obtain a signature for delivery.

Do you ship to Post Office Boxes?
Yes. However, we prefer to use a street address whenever possible to reduce the risk that perishable items in your package will spoil from sitting un-refrigerated at the Post Office.

Do you ship to Alaska and Hawaii?
Yes. Please contact us regarding shipping details and costs.

Do you ship to Canada?
Yes, we can ship all items to Canada with the exception of meat products and bread. Please contact us regarding shipping details and costs.

Do you ship to APO and International Addresses?
Sorry, we cannot ship to these destinations.

BILLING & PRIVACY

Is it possible to write a check?
Yes. Print your online checkout page (the page where you would enter credit card information) and mail it to us with your check for the total amount. Or, if you prefer, call us to complete your order over the phone - we will tell you your order total, including shipping. Once we receive your check in the mail we will ship your order.

Do I need to give you my e-mail address?
Yes, we need this information to process your order.

Is my order secure?
Yes. When you submit your credit card information at our store a secure server software encrypts this confidential information. The information is scrambled en route and decoded once it reaches us. Please read our Privacy Policy for more information.

Is the information I give you kept private?
Yes, we guarantee that any information you provide us with is kept confidential and used only by Shelburne Farms. We do not sell or give away any information. Please read our Privacy Policy for more information.