Shipping Information, Policies, & FAQ
Minimum Order: A $60 minimum order (food subtotal - does not include non food items like dvds, or gift certificates) is required to help Veggie Brothers offset the expensive costs of cooler boxes, dry ice, shipping labor, and special shipping materials.
First Time Customers: Please continue to read the rest of this FAQ page, especially to learn about choosing proper shipping Zones, then click the following link for First TIme customer specials discounts www.veggiebrothers.com/first-time-customer-center
Shipping Charges
Shipping charges are based on a combination of total weight of your order and your UPS shipping service, for which your choice will be based on your geographic zone (see below for more info).
Cost Saving Ordering Tips: The value of Veggie Brothers Chef Made "Vegan Cuisine for the Mainstream" dishes is legendary, however everyone is looking to save a few dollars here in there. Click here to learn how to stretch your dollar on our site, and learn tips from our VIP customers on how some of them even get free shipping. Its all in the size of your order, and a little creativity.
Discount Codes / Rebate Codes / Coupons/ Gift Certificates
You will be prompted, during the final phases of your check out, to enter in your discount codes into the appropriate field. Two fields exist. The first is discount codes, usually for a code that will give a percentage off (%) and the below fields are meant Rebates,coupons, gift certificates and for codes and special promotions that will take off a fixed dollar amount. Please enter the appropriate code in the appropriate field. If you have more than one, do not put both on one line or in one field, or they will not work. Any complications, contact customer service.
Overcoming Ordering / Check out problems
To decrease chance of any problems while ordering or completing the check out, or to resolve problems you might be currently experiencing, we suggest you do the following:
-clear your cache on your browser
-delete temporary internet files, folders & cookies (for internet explorer users, look for "tools" on top of your browser screen, then look for "internet options", you can then select to delete the listed items from there-restart your computer
-come back to www.veggiebrothers.com-replace your order
-for good measure, erase the encrypted credit card field and type your whole credit card number fresh. Usually it is the field that contains a row of "X" and only the last four digits of your credit card show.
-make sure your credit card expiration date is correct
This solves it 99% of the time. We have an enormous amount of data on our site, all very safe by the way, and with over 80 product skus and all the information surrounding them, if you are on the computer all day, week, month long or longer, and do not perform this quick computer clean up routinely, your computer is taking on a tremendous amount of info and it sometimes can be too much for the computer, slows it down and that can cause problems.
As it is our policy to have all customers place orders online themselves, we ask that you perform these steps and notify us if you still have difficulty only AFTER YOU HAVE PERFORMED THIS ROUTINE CLEANING and retried placing your order. If you have further problems, please read the section below this.
Verifying your order went through, was shipped, and order TRACKING
If your order went though, you will get an autoresponse email with a copy of your order. It will include all the items you ordered, the UPS shipping charges, the total of order, etc......everything that was on your check out screen when you clicked submit.
If you do not click Submit, or if your credit card is denied, your order will not go through and you will not recieve an email with all the details of the order.
Recieving an email confirmation with merely an order number does not confirm your order went through, but only as explained above, with all the detials of your order appearing in the email.
Verifying with your credit card company will also verify if an order went through.
Also, if you do not receive a tracking number after more than 4 days from the time you placed your order, chances are your order did not go through.
On rare occasion, if by human error, a customer correctly placed an order which did go through but somehow was overlooked to be shipped, please notify us via email at once ( customerservice@vegggiebrothers.com ). Feel free to call if customer service has not returned your email promptly, however we request you please email first. If your order went through, you will get a tracking number on the day we ship the package, and it will be sent via email directly from UPS.
Please see information further below regarding our shipping schedule.
Customers are advised to track their packages to properly insure they will be home on the days the shipment is to be delivered and all the information is correct.
Veggie Brothers will not be responsible for orders not proprely delivered or received due to incorrect information given, orders not proprely monitored or confirmed using the tracking nubmers given, or undeliverable due to customer negligence. Nor is Veggie Brothers responsible for UPS negligence. Any customer having a problem with their order, for which is apparently a UPS problem, should contact both UPS and Veggie Brothers will assist in any way it can.
Please read further below, in the Supplemental Notice & Instructions section, for handling damaged orders, due to UPS negligence or otherwise.
Shipping Information, Rules and Policies
and New Jersey local pick up practices
Shipping Overview (please read this full page for all shipping related policy details)
Our shipping rules have recently changed. In order to ensure the arrival of a better quality product to our customers, Veggie Brothers will only be responsible for the contents of any packages in transit for 2 days or under. We have consolidated our shipping to two zones. Only packages sent to Zones 1 may choose UPS Ground. Zones 2 must choose 2nd day air or next day air. Veggie Brothers has negotiated excellent UPS 2nd day rates for our customers in Zones 2.
To better accommodate our customers we have streamlined our shipping choices to four:
1. UPS Ground
2. UPS 2 Day Air
3. UPS Next Day Air
4. Pick Up (Local New Jersey Customers – by appointment - SEE BOTTOM OF THIS PAGE)
We will not ship a package totaling less than $60. This is because the cost of dry ice, cooler boxes and special packaging is too expensive to cover cost of shipment.
***Zone 1 ***
If you are shipping to any of the following states: CT, DE, DC, GA, IL, IN, KY, MA, MD, ME, MI, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA ,VT, WV The best and most economical shipping choice is UPS GROUND.
***Zone 2***
If you are shipping to any of the following states AK, AL, AZ, AR, CA, CO, FL, HI,KS, IA, ID, LA, MO, MN, MS, MT, ND, NE, NM, NV, OK, OR, SD, TX, UT, WA, WY then UPS 2 DAY AIR is the recommended best choice. Additional shipping charges for extra dry ice and packaging may make using UPS GROUND too costly if you are located in one of these states. In addition, Veggie Brothers will no longer be responsible for the contents of your order past 2 days in transit regardless of additional surcharges that may be levied for choosing ground.
Extra Charges: If you are in zone 2 and you choose any other method than UPS 2 Day Air or UPS Next Day Air Veggie Brothers reserves the right to charge your card the additional monies to cover the difference between the other selected method and the 2 Day Air. You will also be charged an additional $7 administrative fee for extra steps needed to manually change and process the order. So please do us all a favor and just choose UPS 2 day.
If you are in Zone 2 and order UPS Ground, VeggieBrothers.com is not responsible for the contents if it is not caught by us, and your package goes out ground and it takes 2 days transit.
Overnight/Expedited/Urgent Orders & Time Sensitive Orders
If you choose overnight you may not expect to get your package the very next day. Please read below our shipping schedule for more details. If you have extraordinary circumstances and you need our assistance trying to get a package to you sooner, please contact us and we will be happy to help.
For a more detailed explanation of your zone and our shipping policies, we strongly encourage you to please read the following:
Where VeggieBrothers.com Ships To:
Currently VeggieBrothers.com ships orders via UPS to all addresses within the United States (including Alaska and Hawaii) and Canadian provinces. We are unable to ship orders to APO/FPO, PMB and P.O. Boxes.
Minimum Order / Small Order Handling Surcharges/ Special Shipping Surcharge
We will not ship a package totaling less than $60. There are no additional charges for orders above $60.00
Shipping Schedule
If your order is placed Monday-Tuesday before 3:00 EST, your products will ship out on the same week.
Orders placed Wednesday-Sunday will ship on the following Monday.
Due to the perishable nature of our products, VeggieBrothers.com does not ship for Saturday/Sunday/Monday arrivals.
Shipping may be restricted due to severe weather, availability or other circumstances.
How Your Order Will Arrive
To ensure quality, we ship in insulated cartons, with dry ice or frozen cold packs. Due to our strict quality standards, we are not able to ship to P.O. boxes, PMB & APO/FPO addresses.
If no one is present to accept delivery of your order it will be left at your door without a signature. This is because of the perishability of the products that shipments cannot return to shipper warehouse to await pickup or re-delivery unless you request it from the shipper. For this reason, please try to have someone available to receive shipme
Please click either link onour home page or in Green Navigational Bar to view our You Tube Product Demontration for more details.
How to Store Your Products
Products can either be removed from shipping box and put into freezer immediately and stored frozen until ready for consumption or left in the refrigerator until ready to consume provided they are consumed within 5-7 days from time of defrosting.
Dry - Ice Warning
We normally ship using dry ice. This is a potentially harmful and dangerous substance if handled or disposed of incorrectly. We will pack your box with just enough dry ice to completely sublimate and disappear before you open your package, but if there are pieces still left when you open it, don't handle it. Leave it in the box and put the box in the garage or outside so that it can naturally dissipate. Make certain children and pets cannot gain access to it. Do not attempt to seal if off in a jar or container -- it may explode. Your package will be packed with Dry Ice warning labels. Please read carefully. Veggie Brothers will not be held liable for improper handling or usage of dry ice materials.
Returns & Exchanges, and Refunds
If VeggieBrothers.com makes an error in assembling your order, and we are notified promptly, at least within 10 hrs of package arrival, and you have followed the specific instruction listed below in the "supplemental notice" section, we will either issue full credit for the product in question or replace it on a following order. If the quality or integrity of our product is compromised through mishandling by the delivery service, we will either issue credit or replace the product. Your cooperation in providing details and facts are crucial to receiving a credit from us, so that we may receive credit from the shipping service (UPS). If at all possible please provide any digital pictures of any damage to products or boxes. Please call us for instructions if you think an error has been made in your order or in its delivery.
-
Veggie Brothers is not responsible for delays that may occur if the shipping address is incomplete or incorrect
- Veggie Brothers is not responsible for shipping delays that are a result of the shipping company (UPS Shipping Options and associated Surcharges)
Please read "Supplemental Notice" listed below for more details regarding Returns & Exchanges"
Extra Surcharges:
Shipping to Canada
If your location is west of Manitoba, UPS Air is the service we must use because ground methods cannot deliver your order in less than 7 days.
If your location is East of Manitoba the following shipping rates apply for UPS Standard.
Orders below $60.00……………………………....................below minimum will not ship
$60.00-$400.00………………………………………………………….$40.00
$401.00-$800.00………………………………………………………..$60.00
$801.00-above…………………………………………………………. $100.00
If your location is in Manitoba the following rules apply for UPS Standard.
Orders below $60.00……………………………....................below minimum will not ship
$60.00-$400.00………………………………………………………… $50.00
$401.00-$800.00………………………………………………………. $90.00
$801.00-above…………………………………………………………. $150.00
If your location is West of Manitoba then the following rules apply for UPS Air.
Orders below $60.00……………………………..............below minimum will not ship
$60.00-$200.00…………………………………………………...... $100.00
$201.00-$400.00………………………………………………….... $150.00
$401.00-above…………………………………………………….... $200.00
This does not include duties, taxes or any other government fees.
Veggie Brothers is not responsible for arrangements made between customers and brokers or any additional fees associated with Canadian Customs. We encourage our customers to be proactive and read the email notifications informing them when the package is scheduled to be delivered. If the package is not delivered on time then immediate contact with us at customerservice@veggiebrothers.com is what you should do. This way we have time to help.
You can also visit www.ups.com and enter the tracking number provided in your notification email and find out exactly what the status of your shipment is. We ship perishable goods so it is imperative that your package is delivered on time.
Veggie Brothers reccomends choosing UPS as your customs broker so that if any problems arise, your package can be tracked.
“Zone Canada” Surcharges for UPS 2nd Day Air and UPS Standard Ground
Orders below $60.00…………………………….............below minimum will not ship
$60.00-above…………………………………………..…………No surcharge
--------------------------------------------------------
NEW JERSEY LOCAL PICK UP (Bradley Beach)
Follow these steps
1- place the order online that meets the $60 minimum requirement.
2- then email us days and times that work for you and we will coordinate.
3- wait for us to reply and confirm a time that works for everyone. If indeed you are in a hurry, call if we do not respond within 4 hours, we will do our best, but no guarantees to get your order that day.
4- come on down (Note- we only provide coolers for shipped orders, so bring a cooler if you are not returing home shortly)
Please note, Veggie Brothers is a food manufacturing company, thus we predominantly are not set up for retail, but allow for locals to pick up as a service to them to save on some shipping and possibly get thier orders faster. Please do not expect to place your order, call or email us, and come down a few minutes afterwards. We do not operate like that. We can not respond this quickly to local orders and pick up requests because we can only do it during hours or days of production downtime, as well as working on prior internet orders needing to be shipping on a first come first serve basis.
Having said that, we always try to serve our local supporters as quickly as possible and enjoy meeting them when they come down.
We hope this helps and we look forward to seeing you soon.
Supplemental Notice and Instructions
re: receiving your package
Upon receiving this package, we ask you to inspect all products very closely before you store them in your freezer, fridge.
Please also inspect the packaging again prior to reheating in case a tear or product damage was caused while in the fridge or freezer.
This notice is in addition to cooking instructions either already included in our shipment or found on the website's Cooking Info tab.
-----------------------------------------------------------
If you choose to use the boilable reheating method, please keep this in mind:
-Please bring products to a boil and then simmer the rest of the way, as boiling products full heat and at full boil the whole duration is not advised, is considered overheating and and may lead to product damage and leaks, especially family sized and larger sized items.
-Keep an eye on the products while in the water. Approximately one in a 100 vacuum sealed products have a tear or leak which may be hard to detect , which may have been be due to rough UPS handling and products banging into on another, or a poor seam seal, or some other unknown reason.
-If a tear does occur, by keeping a close eye on it, you will catch it quickly and very minimal product juice or sauce will exit the pouch, or minimal water will have entered the pouch, and thus, the product will be still in excellent condition.
-After catching a tear, a hole, or some product defect while cooking, immediately and carefully remove product from water (using tongs and gloves if single serv) ,cut open up, empty contents in a stove pot or pan, and cook conventionally. Depending on the product, add a small amount of water if need be if you think it needs it (usually for thicker sauced products)
-If in doubt, always wait till product has cooled considerably before handling.
-Do not shove products into a full freezer as this will cause a tear as they enter or are pulled out.
-Additional handling instructions can be found on our website by clicking the "Cooking Instructions" tab in the green navigational field on the upper left of most pages. You must locate the specific product you are reheating, and follow those instructions, or you may read them if you have recieved them with your order.
---------------------------------------------------------
If you have any product damage, minimal or small, we strongly recommend you notify us immediately, take digital pictures, and email us with specific detail to customerservice@veggiebrothers.com
We rarely issue credit or refunds unless a highly unique circumstance exists and we received pictures and notification immediately, via phone and email.
If the above instructions are followed, product loss is preventable. Major box or product damage during transit may be refunded provided proof is submitted timely as described above, as we will need to submit a ticket to UPS. Thanks for reading these instructions & we hope you enjoy your order J
Please help us serve you better by submitting your feedback so we can understand what we are doing well and what needs to be improved upon. customerservice@veggiebrothers.com
Gift Certificates
All purchasers or users of gift certificates are bound by the terms and conditions set forth on the Term & Conditions section on the bottom of the Gift Certificate page
Nutrition, Allergy and Cooking information
We have clearly identified Nutrition Info, as well as Cooking Info tabs in the green navigational fields on all our pages. Simply click to find what you are looking for.
We have nutritional and cooking instructions for all our products on the individual product pages, as well as on the Nutritional & Cooking Info pages.
