Should you need to return an item, please contact us by phone or e-mail with your order number and details about the product you would like to return, and we will respond quickly with instructions for how to return eligible items from your order. Note that returns cannot be accepted without a Return Authorization. Returns are accepted for 30 days from date of purchase, and the product must be unopened and unused, in its original packaging, and in a completely resalable condition. Please be sure to include a copy of your original invoice in order to obtain a prompt credit for your payment. Upon receipt of the goods, we will immediately issue a credit to the same credit card used to pay for the goods. Credits usually take 7-10 business days from the time we receive your item(s). Note that freight charges are non-refundable, unless the return is due to an error on our part. We reserve the right to charge a 10% restocking fee on all cancelled orders to help cover our costs for pulling and packing your order.
Please review the most frequently-asked questions below related to shipping, returns, damages, and missing items. If you have a question that cannot first be answered here, please contact us directly. For payment and billing inquiries, please click here.
Our system uses real-time shipping calculation based on the combined weight of the items in your shopping cart. When requesting shipping estimates our system will request rates from the shipping carrier's servers to your zip code for the weight of your shipment. On occasion an incorrect shipping rate may be returned, especially when a large number of items are in the shopping cart. If this happens we will reduce the shipping charge prior to charging your credit card. If actual shipping charges are higher than those shown, we will adjust only on wholesale shipments.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Order pickup is available at our warehouse in Keller, Texas, if you're in the area. When you place your order online, enter the billing address as usual. When it's time to select your shipping method, choose "Pickup (Will Call)." Please give us a good 24 hours (excluding weekends and holidays) to prepare your items for pickup. We'll give you a call once your order is ready. For your protection, you'll also be required to show government-issued picture identification at the time of pickup, so remember to bring your driver's license!
Shipping & Returns FAQ
When will my order ship and what are my shipping charges?
We strive to ship all orders no later than the following business day, however, during extremely busy periods it may take up to 48 hours to ship your order. Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.Unlike many suppliers, Hot Sauce Depot does not set pre-determined shipping charges for your order, as we do not feel that we should make money on freight charges. For this reason, all items in our database have a weight associated with them. When you add items to your shopping cart, a total shipping weight for your order is calculated. Our system then connects with the different freight carriers to obtain an actual, real-time freight cost for your order.
Do you ship internationally?
Yes. However, international destinations other then Canada may require payment via direct wire transfer or Western Union. If we have any issues or questions regarding shipping to your location, we will contact you.
How do I know if my order has shipped?
You will receive an email notification with your tracking number on the day that your order ships. If you do not receive an email, you can check your order status by logging into your account on our website. Once logged in, you'll see a list of all your previous orders, each with their unique order status. Orders that have shipped or are ready for pickup display a status of either "Shipped" or "Completed." Orders that have not yet shipped show a status of "Awaiting Fulfillment."
What happens if I do not receive my order?
First, check your order status to verify that all of the items in your order have shipped. We email you the tracking number for your shipment on the day that your order leaves our warehouse. Use the tracking number to check with the shipping carrier (i.e., USPS, Fed Ex, or UPS) to find out if your packages were delivered yet or not. If your packages each show a status of "Delivered," please contact us for further assistance, and we'll help you investigate.
A special note about international orders: Due to the many variables involved with international shipping, such as import delays, loss, or even confiscation by authorities, we cannot guarantee delivery to international destinations beyond proof that we have shipped the order via the shipping method selected and to the address requested.
What happens if my order is damaged?
We package all of our orders very carefully to ensure that each item arrives intact, but we understand that there may be a time when you receive a broken item. We will do our absolute best to resolve this for you! Please keep in mind that all damages must be reported within 48 hours in order to be honored.
A special note about international orders: Unfortunately, because most international orders are shipped by post, we cannot insure against damage. While we will try to work with you if damage does occur, we cannot cover the cost of return, repair, or replacement of items received damaged.
I received the wrong product.
As hard as we try to be perfect, we're still only human. We don't make mistakes often, but if you think we did, just contact us via email or call (817) 750-2739 within 72 hours of receiving the product. We sincerely apologize for any errors and will do our best to correct it as quickly as possible!
An item is missing from my shipment.
If an item is listed on your invoice but you didn't receive it with your shipment, please contact us as soon as possible via email or at 817-750-2739, and we'll look into it further for you. If we made a mistake, we will gladly fix it for you. Just remember that all shortages must be reported within 48 hours of receipt.