Our Customer Service We work very hard to offer you the best quality customer service possible. Although we generally ship orders within 24 hours, at times we can see delays for a number of reasons. If your order will be delayed more than a day or two, we will e-mail to confirm this with you. We will also e-mail to confirm if there are any backordered items on your order, along with the expected arrival date of the backordered items and the options that we can offer, such as splitting the order or holding the order to ship complete. Hot Sauce Depot holds a very large inventory, however, many factors can contribute to an item falling out of stock, such as importation delays, a sudden and unexpected surge in sales of a particular item, or backorders from our suppliers. We understand that none of these issues are your fault, so if we must backorder an item to you, we will pay the shipping charges to forward the item(s) when they arrive.
Personal Information We value the privacy of your personal information, and do not share any of the information you give us with any other party- period! On occasion, Hot Sauce Depot sends an e-mail newsletter with information on new items and other information that we feel will be of interest to you. However, we do not have 'partner sites' that we share information with, and hold all of your information as strictly confidential. Hot Sauce Depot does not believe in charging you for your order until we are ready to ship. This means that you will not immediately see charges to your credit card after placing your order. This allows us the ability to be far more flexible, giving customers the opportunity to make changes or additions to their order right up until the time that it is packed. It also allows us to catch errors that occasionally happen on orders that are placed, and even combine multiple orders in order to save you on freight charges. This also means that you will never be charged for any unshipped items until we have them ready to send. We do accept both checks by mail and electronic checks for payment of your order, however, please allow us 5 business days for your payment to clear prior to shipping your order.
Freight Policy Hot Sauce Depot is not in the freight business, so we do not feel that we should be making profit on shipping charges. In order to keep your shipping costs as low as possible, our online shopping system calculates the total weight of your order, and then connects directly to DHL, UPS, and USPS to obtain the actual shipping rates for the package. This allows us to offer you the best possible shipping rates, as well as your choice of a wide variety of shipping methods. On occasion, there is a problem with the connection and our system returns an unusually high shipping rate for your order. We do our best to catch these prior to charging you for the order, and then adjust the rate down accordingly.
Our Security Hot Sauce Depot has brought everything internally in order to better serve you and to increase our security measures. We operate our own server with 128-bit SSL (Secure Socket Layer) encryption instead of being hosted on a server with other sites, which allows us to 'lock down' access much more than otherwise possible and restrict access dramatically. This offers you the greatest degree of security possible because we do not need to allow for external access to our server.
In addition, Hot Sauce Depot utilizes the services of HackerSafe to ensure the best security for our customers. This system checks not only a website, but also the server that it is operating on for potential vulnerabilities. Many servers and shopping cart software programs have substantial vulnerabilities. In order to continue to operate as a HackerSafe website, substantial vulnerabilities must be corrected and maintained, ensuring the utmost security for those using the website.
Please be sure to contact us with any concerns, questions, or comments.