Return & Refund Policy
Update August 7, 2023:
Non-Faulty Returns: If for any reason you change your mind about a product we will accept returns requested within 14 days of receipt of the products and we will give you a refund. There are some important conditions:
- The product has to be unopened, unused and undamaged to qualify.
- The product must be returned before we can issue any refunds.
- The price of the return postage is paid by the customer.
- The refund given will be for the price paid for the product and does not include shipping.
- We do not refund any associated customs or sales tax charged by your local authorities.
Faulty Returns: If you receive a product that you think is faulty or develops a fault within 14 days of purchase then please email us immediately. We will assess the issue to determine if the product is faulty and if we agree that there is a fault we will issue you with a replacement or refund with the following conditions:
- The product fault must be reported within 14 days of receipt of the product.
- The fault or damage will be verified by us before issuing any refunds. We may ask for photographs for verification.
- If we require the product be returned then we will cover return shipping.
- We will either replace it with a new product of comparable price, or we will issue a full refund for the product.
*Should the cost of shipping for a replacement exceed the cost of the goods itself, we reserve the right to issue a credit/refund instead, or will offer to ship a replacement item with your next order*
If we mistakenly send you the wrong product or if an item is missing then please email us within 14 days and we will either refund/credit you or dispatch the correct product immediately with free shipping. If we require a return of the incorrect product then we will pay for the return shipping.
*Should the cost of shipping the missing item exceed the cost of the goods itself, we reserve the right to issue a credit/refund instead, or will offer to ship a replacement item with your next order*
Saratoga Olive Oil
ATTN: Returns 1341 Saratoga Road
Gansevoort, NY 12831
NOTE: Returns MUST be approved by a customer service representative. Please contact us before shipping anything back to our warehouse. Returns are processed within 5-10 business days during non-holiday periods.
- $100.00 or more must be spent per recipient/address destination after any coupons or discounts in order to get free standard shipping to that destination.
- We are not able to offer free shipping to recipients in Alaska, Hawaii, Canada or any other International addresses.
- Free shipping and/or online promotions do not apply to wedding favors or corporate gifting orders.
- We do not offer delayed shipping.
- Shipping hours are M - F 8:00 am EST - 2:00 pm EST.
- Please allow at least 24 - 48 business hours for order processing (and at least 5 - 7 business days during the holiday season), including orders requested for "In Store Pickup."
- In Store Pickup is not an available option year round; this option is only available when it is displayed with the shipping options.
- FedEx picks up at 2:30pm on weekdays (M-F); please note that FedEx pickup is sometimes delayed due to the Holiday Schedule. Once the package is in FedEx possession, SOOC is not responsible for FedEx delays and/or handling procedures.
- SOOC is not responsible for processing and/or shipping delays that may occur due to being provided a P.O. Box address or an incorrect/incomplete address.
- We cannot accept incoming return shipments. Please use the contact page to submit notice of any issues needing resolution; do not ship returns to us, unless directed to do so by a responding representative.
- To track the progress of an order, orders must be placed while logged into customer account and/or the email provided (at the time of ordering) must be a valid email address. A confirmation email will be sent, immediately following order placement, to the email address provided. Please ensure the email is correctly entered, as this cannot be changed once the order is placed; entering an incorrect email will prevent order status updates from being correctly issued. Once the prepared package is picked up by FedEx an additional email will be sent, to the same email address, with tracking information; tracking information/package status can be obtained from FedEx. SOOC is not responsible for FedEx handling.
Express Shipping FAQs
- 2nd Day Air, and Next Day Air shipments will ship in conjunction with the rest of the shipping queue. They do NOT jump the line.
- Any Express Shipping option is subject to be charged by weight and destination, and does not have a flat rate fee. These rates are calculated before your order is placed.
- The amount of time the package takes to arrive to its destination starts when the package has been picked up by FedEx, not from when the order is placed.
(Example- Order was placed on 2/4/2022 with 2nd Day Air. Gets picked up by FedEx on 2/6/2022- Package will arrive on 2/8/2022 2 days later)
Have a question? Call us at 1-844-465-4836.