Frequently Asked Questions
Here are answers to some of the questions we get asked most frequently. If you can't find the answer to your question here, please don't hesitate reach out to us at email@example.com.
Where can I ship?
We ship to all 50 states and most countries, with a few exceptions. We can ship anything except products that require insulation to military bases + APOs abroad. In order to get around this, enter your billing address as the shipping address at checkout. Once you’ve placed your order, email us the correct address so we can update it.
We do not ship outside the United States, excluding APOs, at this time.
What are my shipping options and what do they cost?
We typically offer standard, express, and overnight shipping. Around the holidays, however, we offer more shipping options for your convenience, such as holding delivery until a specific date. All available shipping options will be shown at checkout, along with exact prices.
Any overnight order placed after 12pm EST will ship the next business day.
When will my order arrive?
We try to get all orders out the door as fast as we possibly can, and typically this means 1-3 business days to process. Around major holidays, things may take a little bit longer i.e. up to 5 business days for your order to leave our warehouse. You will receive an email with tracking information as soon as your order is picked up by shipping carrier. Please note that it in some cases, it can take up to 24 hours for the tracking number to show movement.
We use FedEx to ship all of our packages. Average shipping times, according to FedEx, are listed below. Please note that it is possible for things to take longer in the event of weather or other random acts of nature.
1 business day: PA, NJ, MD, DE, NYC, most of NY, and western CT + MA
2 business days: VT, NH, RI, ME, NC, SC, GA, FL, AL, TN, KY, IL, IN, OH, WV,
most of MI + VA, northern MS
3 business days: TX, LA, OK, MO, KS, IA, WI, MN, and eastern NE, SD, ND + CO
4 business days: AZ, MT, southern CA, most of WY + NM, and western NE, SD, ND + CO
5 business days: UT, NV, ID, OR, WA, northern CA
7 + business days: HI, AK
What if my package is returned?
Every once in a while a package is damaged in transit and is unable to be delivered. In event of this rare occurance, the package will be returned to us. Once it arrives back at our facilities, it can take several days for our warehouse team to process the return and for us to reach out. If you know of a damaged package before we do, please reach out and let us know!
If you receive damaged item, whether it be crumbled cookies or a broken bottle, please reach out to us at firstname.lastname@example.org and we’ll do whatever we can to make things right. If you’re able to, we always appreciate receiving photographs so we can take it up with FedEx or our shipping team, if need be.
While rare, occasionally a product we carry might not be your cup of tea. Unfortunately, we cannot accept returns or offer refunds based on not liking the taste, texture or flavor.
You should never receive a product that is expired, but if something tastes off please let us know.
We offer two options: pay-ahead in increments of 3, 6 and 12 months, or a recurring plan. If you choose the recurring option, you will receive a monthly box indefinitely until you decide to cancel.
What do I need to know about 3, 6 and 12 month subscriptions?
When you choose a 3,
When will I receive my first box?
Your first box (aka "the welcome box) will ship within 1-3 business days of placing your order. Subsequent boxes will ship around the middle of the month for arrival between the 16th - 25th. If you haven’t received your box by the 26th, please feel free to follow up with us at email@example.com.
If you’re purchasing a subscription as a gift, we recommend including the recipient’s email address at checkout so we can reach out to them with important information, if need be, and follow up after delivery to make sure everything arrived in perfect condition. (We promise we won’t ruin the surprise by emailing them before they receive their gift!)
Explain the recurring subscription to me.
If you enroll in a recurring subscription, you will be charged on the 10th of each month and receive your box between the 16th - 25th. Please reach out to us to let us know of any address changes or other updates by the 10th, otherwise we cannot guarantee we will be able to make an adjustment to your order.
If you know you will be traveling, we’re happy to send your box to a local FedEx facility, where it will be held for pick up for up to 5 business days. We can also wait to ship your package for arrival when you’re back in town – just let us know!
You can cancel your recurring subscription by logging into your Mouth account or by contacting a member of our Customer Happiness Team at firstname.lastname@example.org. Please note that you must notify us by the 10th if you’d like to cancel your subscription for that month.