Customer Service FAQ
Click on a question. Get an answer.
Don’t see your question? Give us a ring!
General
| |
Service
|
| |
Products
| |
Shipping
|
How Do I Contact You?top
Call toll free Every Day 8am - 8pm (Eastern Time) Closed July 4th and 5th: 888 636 8162
Local call number if you're in Ann Arbor: 734 477 6986
Email toni@zingermans.com
Fax (We dig the sound it makes): 734 477 6988
Mail (Secret admirers and love notes welcome.)
Zingerman's Mail Order
422 Detroit Street
Ann Arbor, Michigan 48104
Want a paper catalog?top
Fill in this form. We'll put a catalog in the mail right away. It should be with you in less than two weeks.
Professional Presents, Corporate Giftstop
One order. One hundred. One thousand. Whatever your size, we can handle your corporate gift needs. An elite squad of Service Stars are waiting to guide you through your gift giving.
Featuring
- Concierge style service: one person guides your order from beginning to end. You get a direct phone line and email.
- Custom gift boxes and baskets.
- Add your own personal items or gift cards.
- Guaranteed arrival dates up to 90 days in advance.
Give us a call at 888 636 8162 to get started, or email professionalpresents@zingermans.com
Frequent Foodie Reward Programtop
No membership fee. No need to sign up.
You rack up Frequent Foodie points by happily eating your way through our catalog and website. Every dollar you spend — on yourself or as a gift purchase — counts towards a Zingerman’s Gift Card.
Frequent Foodie qualifying period is October 1, 2008 to September 30, 2009. If you spend enough to earn a prize we’ll let you know. It’s that easy!
| Money you spend | Gift card reward you get |
|---|
| $500-999 | $25 |
| $1,000-1,999 | $50 |
| $2,000-2,999 | $100 |
| $3,000-3,999 | $150 |
| $4,000-4,999 | $200 |
| $5,000-9,999 | $250 |
| over $10,000 | $500 |
Who draws all that stuff?top
Zingerman’s has two full time illustrators who draw, paint and color every image.
Ian Nagy has been an illustrator at Zingerman’s for eighteen years. He’s an avid fan of outsider and children's art. Influences include Kate Uleman, Ben Shahn, Matisse, Jean-Michel Basquiat, Gary Panter and that of his family; mother, sister and father. A concise history of his work and more images at www.iannagy.com.
Ryan Stiner attended the School of the Art Institute of Chicago and started illustrating for Zingerman’s in 2005. Inspirations are Istvan Banyai, Justin Bua, Jasper Johns, and Gerhard Richter. See more of Ryan’s work at www.ryanstiner.com.
Previous Zingerman’s illustrators, whose drawings are still part of our website and catalog, include Raúl Peña, William Charley, Kate Uleman, Phil Stead and Adam Forman.
Your Guarantee of Absolute Satisfactiontop
If you experience a problem with any of our products, customer service, shipping — or even if you just plain don't like how it tastes — please let us know. We'll do whatever it takes to make it right for you. Customer service is our passion, our charge, and our mission. We consider it an honor when you let us help fix a problem.
No Hassles
Whatever the problem we’ll get to work fixing it immediately, no questions asked.
No Returns Necessary
We won’t ever ask you to return anything to us.
No Statute of Limitations
We don’t care when the problem occurred. We’ll refund or replace anything no matter when we let you down.
The Only Taste That Counts is Yours
If you don’t like how it tastes, that’s good enough for us. We’ll refund your hard earned cash or send you something you’d rather eat.
The Only Policy is: Whatever it Takes
We don’t have a policy of "if this happened, then we’ll do that." We do what you want. If you’d like us to refund the order, consider it done, no problem. Want us to replace it? Absolutely! Want something else instead? Sounds great – let’s find something tasty. Just want to talk and give us some suggestions for improvement? Thank you, we’ll listen!
Everyone is Covered
You’re the recipient, not the buyer? Doesn’t matter! We want everyone to be delighted by our food and service. If anything is wrong, please contact us so we can make things right.
On Time Arrival
We guarantee your order will arrive on or before the day you select. We know you often rely on the food to make a birthday special or a dinner come off without a hitch. If shipping gets in the way we promise we’ll cover you. Not just for the shipping charge — for the entire order value.
The Entire Experience Counts
Our guarantee doesn’t just cover food. We ensure your satisfaction with every part of your experience with Zingerman’s. From picking up the phone. To the first mouse click on your computer. Until you finish the last bite of bread. If you aren’t completely satisfied with any part of the journey please contact us. We want to hear about the problem. We’d love the opportunity to make you happy.
Returnstop
The only taste that counts is yours. If you have any problem with any of our products, customer service or shipping please let us know. We will make it right. We usually don’t ask you to return things because it’s food and might be opened but please email toni@zingermans.com or call 888 636 8162 and we’ll help!
What are my payment options?top
We accept MasterCard, Visa, American Express and Discover online.
If you’d like to mail in your order you can also pay by check or money order.
We don’t accept Diner’s Club.
Download order formtop
Download a PDF of our order form here.
Is shopping safe and secure?top
All Zingermans.com transactions take place on a secure server. Your information is encrypted before it is sent through the Internet. If you don't feel comfortable sending your credit card information over the Internet, no problem. Just give us a call 888 636 8162 and we will be happy to take care of your order over the phone.
Privacy Statementtop
We know that this is a sensitive issue for all of us and we take your privacy very seriously. To that end, we have a privacy statement that we live by. So here it is, boring but official:
Zingermans.com, LLC has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this website: www.zingermans.com.
We use personal IP addresses to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and your shopping cart.
Our site uses cookies to keep track of shopping carts.
Our site uses an order form to request information, products, and services.
We collect customers’ contact information (like their email address), and financial information (like credit card numbers).
Contact information from the order form is used to send orders and information about our company to our customers.
Customer contact information may be used to get in touch with the visitor when necessary.
You may opt out of receiving any future mailings by post or email at any time. Just contact us to let us know.
Financial information that is collected is used to bill the user for products and services.
In the future we may choose to use online surveys or contests in which we will use customer's contact information (like their email address).
If you have any questions about this privacy statement, the practices of this site or your dealings with this Web site you can use the contact information below.
Sold out! When will it be back?top
Usually we have a pretty good idea of when the next shipment of a “sold out” item will be arriving at our doors. While we don’t have the technology to display that online yet, you can email toni@zingermans.com or call 888 636 8162 to find out.
Sold out! Why?top
We source most of the food we sell from artisan producers. Some of them are located far away and we directly import from them a few times a year. Some are much closer — Zingerman’s Coffee Company is inside our warehouse! — and we order from them almost every day. But almost all of them make their products in small batches and encounter the difficult problems of being a small food maker. So sometimes we ring to place an order and they’re just plain out of stock. Mother nature wreaks havoc on raw materials. Supplies run out or are inconsistent. And so on.
In addition, we try not to keep stocks low in our warehouse. That’s not because we’re being stingy. Many of our producers make or package to order. By ordering in small amounts, what you get to enjoy is more fresh.
Something is missing. You used to carry it. Where is it now? top
Perhaps it’s in retirement. Perhaps it’s on seasonal vacation. Perhaps it’s moved to another section of our site. Let us help you find it! Email toni@zingermans.com or call 888 636 8162.
Can I send something from another Zingerman’s business?top
If you spotted a food at our Deli and would like to have us ship it for you, please call 888 636 8162 or email toni@zingermans.com. We can usually do it for you.
Gift Cardstop
Plastic or electronic, we sell both here. They’re redeemable at any Zingerman’s business.
I know something you should carry!top
Love to hear about it! Write Mo directly at moeats@zingermans.com.
Gift Packagingtop
We package our gifts in three different ways. The choice is described in the
description of the gift.
 |
Wisconsin Cheese Box, aka the ZingCrate
Dufeck, in Denmark, Wisconsin, is that state's last wooden cheese box
maker - and perhaps the country. Now in its fourth generation, the folks
there have been peeling wood veneer off local trees to make round boxes for
cheddar since 1912. The crates are handsome, sturdy and - beyond holding
foods like our
Classic Sourcream Coffeecake - quite handy for storing sewing
supplies, old photos and antique socks. |
|
 |
Zingerman's Cartoon Boxes
Thick-walled recycled cardboard boxes, covered in cartoons of cowboys,
octopi, monkeys, flying loaves of bread and more. The largest holds our most
popular gift box, The Weekender. And cats.
|  |
 |
Baskets
Classic woven gift baskets. Markets of Provence is illustrated. |
|
Customize a gift box or baskettop
We can customize for you if you ring 888 636 8162. For many reasons we recommend using our recipes, especially for gift baskets, since they’re designed to look nice upon arrival. But we understand there are many special needs you may have and we can try to accommodate the best we can.
"Zingerman's Exclusive" - what's that?top
Zingerman's exclusives are foods we import directly from the maker (usually family-owned businesses working on a very small scale). You can't find it anywhere else but Zingerman's.
Zingerman's is not a Kosher deli or bakery. We do sell some Kosher items made by others, however.
When will the package arrive?top
If your order requires Two Business Day or One Business Day delivery service, when you check out you will be given a calendar to pick the arrival date you’d like. That date is guaranteed. Your package will arrive by the end of the arrival date…sometimes as late as 9 PM. If your package doesn’t have far to travel, sometimes UPS will even deliver it early!
We authorize UPS to leave your package at the recipient’s address without a signature. That way the recipient doesn’t have to be home to accept it and the food doesn’t suffer from multiple delivery attempts.
If your order qualifies for Relaxed Shipping your order will arrive during a date range that you select.
Earliest Arrival Info: One Business Day Service
Order by 2 pm ET Monday through Thursday and we can ship your box out the same day. You can choose to have it arrive the next day at the earliest. Arrival days are Tuesday – Friday. Saturday delivery available to some areas.
Earliest Arrival Info: Two Business Day Service
Order by 2 pm ET Monday through Wednesday and we can ship your box out the same day. You can choose to have it arrive two days later at the earliest (e.g. Monday by 2pm arrives Wednesday).
If you order a box requiring Two Busines Day Service Thursday through Sunday, the earliest we usually ship is the following Monday. That way we’re cool to the food and it doesn’t sit alone in a warehouse over the weekend.
Shipping & Handling Services and Pricestop
Per shipping address in the 48 states
Two Business Day Rates
| Cost of Order | Cost of Shipping |
|---|
| Up to $25.00 | $12.00 |
| $25.01 to $50.00 | $15.00 |
| $50.01 to $75.00 | $17.50 |
| $75.01 to $100.00 | $20.00 |
| $100.01 to $125.00 | $25 |
| $125.01 to $150.00 | $30 |
| $150.01 and up | Add 20% to the order total |
One Business Day Service
October - April: $16 additional to Two Business Day Delivery rates.
May - September: $25 additional to Two Business Day Delivery rates.
Alaska and Hawaii Service
$10 additional to Two Business Day Delivery rates.
Takes three days. Shipments depart Zingerman’s Monday and Tuesday to arrive Thursday and Friday.
Can I pick up a box at your warehouse?top
You can pick up any order at our facility at 620 Phoenix Dr., Ann Arbor, Michigan 48108. Email toni@zingermans.com or call 888 636 8162 to arrange it.
Saturday Deliverytop
$40 additional to Two Business Day Service rates
Saturday delivery is not available to all locations. If it is available, you’ll be offered a date on your checkout calendar. If you have any questions, email toni@zingermans.com or call 888 636 8162 and we’ll help!
International Shippingtop
We can send food to all 50 states and even to Washington D.C. Unfortunately, we can't send Zingerman's internationally.
Warm Weather Caretop
Per shipping address for Two Business Day Delivery only (not relaxed or One Business Day)
October 1 – April 12: No Charge
April 13 – September 30: $10 additional to Two Business Day Delivery rates.
Why?
Warm weather strikes each summer and wreaks havoc on perishable, melt-able food. It's hot in UPS trucks and warehouses even if it isn't too warm at the recipient's address. Fear not! We have a brilliant defensive strategy that ensures your shipment arrives in great shape thanks to extra packaging. Added bonus: the extra packaging is reusable on picnics and road trips.
P.O. Boxestop
We can’t ship perishable product to P.O. Boxes, unfortunately. UPS is our courier and they can’t deliver to them.
What if I have a Rural Route Number?
Rural Route numbers are OK, UPS delivers to them. Sometimes people confuse the two.
What if I’m not shipping perishables?
If you have non-perishables (things in bottles or tins, usually) we can often send them by USPS to a P.O. Box. Please give us a ring at 1.888.636.8162 and we can help you.
Do they have a street address at all?
Every house in America has a street address that UPS can reach. It may not be the most common way to describe the address, but it almost always exists.
Can I ship to a neighbor?
Absolutely. If they promise not to gobble all the food!
What other addresses can I ship to?
If there’s a UPS store in their area we can arrange to ship there and they can pick it up. Many customers choose to ship to a work address.
Alaska & Hawaiitop
Yes we can! Shipments to AK and HI cost $10 extra per address.
There are some quirks to share about shipping to these two states.
Shipping by Two Business Day Service to Alaska and Hawaii takes three days. Not all our foods can last three days in transit. If your cart contains a food that won’t make it in three days, we’ll require One Business Day Overnight Service.
We don’t ship Two Business Day packages over the weekend in order to protect the food. That means the deadline for a same-week delivery to Alaska or Hawaii is Tuesday, 2pm Eastern Time. Orders placed by 2pm ET will ship by Tuesday to arrive by Friday.
Shipping by Two Business Day isn’t always available to parts of either state. In those cases we must ship by Priority Overnight. That service is not guaranteed to take one business day, however. I know, it confuses us too. But we’re here to help you sort this out at 1.888.636.8162.