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Frequently Asked Questions

Ordering With Stonewall Kitchen

Shipping/Delivery Questions

Catalog Questions

Questions About Stonewall Kitchen

Product Questions

Cooking School Questions

Cooking Questions

Ordering With Stonewall Kitchen

How do I place an order?
You can place your order online via our website, call our guest services department at 1.800.826.1752, or fill out and mail in the order form you can find in your catalog or online.

How do I pay for my purchase?
We accept Visa, MasterCard, American Express and Discover. If mailing in your order, you can prepay via check.

Where can I purchase and/or redeem a gift card or eCard?
Gift cards and eCards can be purchased online, in our company stores or by phone. Our gift cards and eCards can be redeemed online, in our company stores, by phone or at our cooking school.

How can I cancel my order?
If you need to cancel an order, please contact our Guest Services department at 800.826.1752.

I am having difficulty checking out online, who do I contact?
If you are having difficulty placing an order and checking out online, please contact 800.207.5267 or 800.826.1735.

My catalog or promotional mailing includes a discount – how do I get the discount on my order?
You must enter promotional code upon checkout online or you can provide the promotional code over phone when placing your order. Please know that most promotional codes cannot be combined with other offers and are available for a limited time.

What is your return policy?
We have a 60 day money back guarantee return policy for all product accompanied by a receipt.

How can I check on my order status?
You can check on your order status online or by phone. If you are a registered customer, you can view your order history and status by entering your e-mail address and password. If you are not registered, you can still view the status of an order by entering the order number and shipping zip code. Please allow 24 hours for your order to be processed before checking its status. https://www.stonewallkitchen.com/ordertracking.html

Will my original order be substituted?
We do reserve the right to substitute items of equal or greater value when the item is part of a gift collection, however we rarely do.

XYZ Product says it is not available until MM/DD/YY – can I order it so it ships as soon as it comes in?
If the message says “not added to your cart” you will have to come back and place a new order after the available date.

Do you have a corporate gift program?
Yes, please visit http://www.stonewallkitchen.com/corporategifts for information regarding our Corporate Gift Program.

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Shipping/Delivery Questions

Can I send a gift to Canada or any other international destination?
No, we do not ship internationally at this time.

Can I send a gift to Alaska or Hawaii?
Yes, you can mail a gift or order product to be delivered to any state within the US however shipping rates vary and restrictions apply for deliveries to Alaska, Hawaii, Puerto Rico, APO/FPO and US Virgin Island addresses

Can I make a substitution to a gift basket?
No, unfortunately we cannot make any substitutions to gift baskets.

How are delivery and processing charges calculated?
Our delivery and processing charges are charged by dollar amount.

Why do I have to pay extra for express delivery or priority mail over and above the normal shipping and handling charges?
You have to pay extra for express delivery or priority mail in addition to the normal shipping and handling charges because there are additional charges for these services from UPS. Our listed shipping rates are based off of standard, ground shipping. Certain items that are oversized, heavy or require special packaging (perishables) have a delivery surcharge noted in parentheses after the price of the item. This is also in addition to our standard delivery rate.

Can I have an exact delivery date?
No, we cannot guarantee an exact delivery date; we only can provide a future ship date. Most orders arrive within 7-10 business days.

Will my order come all in one box?
If it is a large order it will more than likely arrive in 2 or more boxes, gift baskets typically ship separately.

Can I ship to a PO Box?
Yes, please select UPS Surepost as the shipping method.

Will I receive shipping information once my order has shipped?
If you have given an email address during check out, you will receive an email confirmation of your order. Once your order has shipped, you will receive a shipping confirmation with tracking information specific to your order. You can also call our guest services department and they can track your order for you.

How will my gift be packaged?
It will arrive in a white cardboard Stonewall Kitchen box with biodegradable packing peanuts. All packing products used are environmentally friendly.

How do I make a return or exchange?
All returns and exchanges can be made at any one of our store locations or mailed to our warehouse at 7 Amarosa Drive, Rochester, NH 03868. The packing list that is included in any shipments includes full return instructions.

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Catalog Questions

How can I request a catalog?
You can request a catalog online, or call our Guest Services department.

When will my catalog arrive if I request it today?
We will send out your catalog in approximately 2 weeks after a request has been put in.

When will your new catalog be available?
We send approximately 4-6 catalogs per year, mostly during the fall months but our website has the most current product information at all times.

Will my recipients receive a catalog with the gift that I send?

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Questions About Stonewall Kitchen

What is Stonewall Kitchen and where can I find more information on the company?
For over twenty years Jonathan King and Jim Stott have combined their talents, determination and passion for food and horticulture to create a delicious line of high quality specialty food products. Starting at local farmers’ markets, the two established themselves, their flavorful line of products and the name Stonewall Kitchen with local customers. Over time and through hard work they expanded their product line to include sauces, condiments, mustards and new jams to meet an ever-growing customer demand. Today, Stonewall Kitchen’s product line continues to expand and is one of the most awarded specialty food companies year after year. For more information on our company, please visit http://www.stonewallkitchen.com/ourstory.html.

What is your environmental policy?
We currently are working towards diverting up to 90% of our waste from landfills. Each year over 200 tons of materials from our facility are recycled and over 6000 pounds of food waste is composted. We also use biodegradable packing materials for all of our shipments (including our packing peanuts). You can view more about our recycling program here; http://www.stonewallkitchen.com/recycling.html.

I want to work for Stonewall Kitchen! Where can I find your current openings?
You can view our current openings on our Jammin’ Jobs page here http://www.stonewallkitchen.com/employment.html.

Do you have a Gift Registry?
We currently do not have a gift registry but we do have the opportunity for all customers to become a member on our website where you can save special dates and occasions.

Where are your stores located?
We currently have 11 company stores along the east coast. Please visit our store locator website here http://www.stonewallkitchen.com/storelocator.html.

I don’t live near a store – where else can I purchase your products?
You can order all of our products through our website, or you can also use our store locator to enter your zip code and find retailers in your area that carry our products.

I am having website/technical issues. Who do I contact?
Please report all website/technical issues to our Guest Services department by calling 800.826.1752.

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Product Questions

What products do you have that would be suitable for a diabetic?
We produce a No Sugar Added Wild Maine Blueberry Spread, No Sugar Added Strawberry Spread, and No Sugar Added Raspberry Spread which does not contain any added sugars and some of our mustards are sugar free.

Is there much sodium in your products?
Due to the wide variety of our products, the sodium content varies. Please refer to the product on our website to view nutritional information.

I have a great idea for a product, where can I send it?
We love to hear ideas from our customers! You can send your ideas and requests via the “Contact Us Form” (http://www.stonewallkitchen.com/contactus.html) or can call our Guest Services line.

Are your products all natural?
While the term has never fully been defined, Stonewall Kitchen based the designation “All Natural” to products that do not contain ingredients on the Whole Foods unapproved list. We have always and will continue to avoid using artificial colors, flavors or any chemical preservatives, unless it is necessary for the safety of our Guests. The vast majority of our products, branded~ 95%, have clean label with nothing artificial.

Are your products GMO free?
75% of Stonewall Kitchen Products are Non-GMO, though we do not currently label them as such. We require our suppliers to submit documentation on the GMO-status of their products. We continue to look for alternatives for products that contain GMO ingredients and are committed to sourcing raw materials for developing new products with non-GMO ingredients when practical. Stonewall Kitchen has enrolled in the Non-GMO Project and are currently working through the process.

Are your products organic?
We do offer several products that are organic. Overall though, our ability to source unique ingredients consistently would be a challenge if we chose to go to full organic line. The organic supply chain is limited to approximately 3% of the market. The availability can be inconsistent and variable (i.e. weather or limited availability), however, the future may hold more opportunities for the availability of organic ingredients, and we will continue to monitor.

Are your products gluten-free?
Approximately 90% of Stonewall Kitchen food products are gluten-free (not made from wheat, oats, rye or barley (malt)). The products that do contain gluten are fully disclosed in the ingredient list - even if they are a sub-ingredient. For those products that do contain gluten, we continue to work on developing gluten-free options whenever possible.

I live overseas, where can I find your products?
Currently we export to over 40 countries! If you would like to find out if there are retailers in your country that carry our products, please contact us via our online request http://www.stonewallkitchen.com/contactus.html.

What happened to my favorite product? Did you discontinue it?
In order to keep up with our new ideas, we do need to occasionally discontinue products based on consumer demand. However, if it was a favorite of yours we would love to hear! We often bring back products when we get a large calling for them, such as our Chicken and Pork Spice Rub and Pink Grapefruit Marmalade. To put in your request, please call or email our Guest Services department http://www.stonewallkitchen.com/contactus.html.

I would love to carry your products in my retail store – how would I go about becoming a wholesale customer?
Please contact our wholesale department at wholesale@stonewallkitchen.com or call 888.326.5678.

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Cooking School Questions

How do I reserve a class for the Cooking School?
Please call 1.877.899.8363 to make a reservation in our Cooking School.

Can I reserve seats so I am sitting with my friends?
Seating is on a first come basis.

I have food allergies but would like to attend a class. Can they make substitutions?
We apologize, but we are not able to make substitutions to the menus offered. We do publish the menus in advance however due to last minute ingredient availability, menus are subject to change.

Can I cancel a reservation I currently have for a cooking class?
All fees are refundable and/or transferable up to 48 hours prior to the scheduled class. Please call our Guest Services department if you need to cancel or reschedule. If cancelling 5 or more people from one class, we need 5 business days notice.

Do I need to pre-pay for my class?
Yes, all classes must be prepaid and reserved via phone, seats will not be held without payment. You can reserve your seat with a Visa, Mastercard, American Express or Discover Card, or with a gift card or eCard.

Do I need to reserve a spot or can I show up and attend a class?
Yes, you do need to reserve a spot ahead of time in order to ensure there is availability and ensure we prepare enough meals.

Are your cooking classes hands on?
All of our cooking classes are demonstration classes only unless otherwise specified.

Do I need any skills prior to attending a cooking class?
No, you do not need any skills prior to attending our classes.

Will I get to bring the recipes home to recreate them?
Yes, you will receive copies of the recipes and instructions during your class.

Is your cooking school available for private functions?
The Cooking School facility is also available for private parties. Whether it is for a bridal party, a birthday luncheon, family party or corporate team building, we look forward to working with you to make your event perfect.

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Cooking Questions

I followed all of the directions on the mix, but it didn’t turn out right! What did I do wrong?
Often times, the slightest changes can alter the finished product. Anything from altitude, calibration of oven temperature, to the type of ingredients you are using. Please contact our guest services department at 800.826.1752 and they can further assist you.

What are the best uses for your products?
Our products are extremely versatile and we include several ideas for use on the jar itself or on our website under the product description. You can also visit our recipe page and search by Stonewall Kitchen Product Used to see our list of recipes for each product we offer. If you came up with a great idea using our product, please be sure to share! Our customers come up with some great ideas and we love to hear them.

Can I bake cupcakes with your cake mixes?
You can use our cake mixes to create cupcakes. Prepare batter according to box instructions. Fill paper lined muffin tin cups 3/4 full. Bake 18-22 minutes at the recommended oven temperature or until a toothpick inserted into the center of each cupcake comes out clean. Cool completely before frosting.

One of your recipes online calls for a specific flavor jam, but I only have a different one – can I substitute it?
You can feel free to substitute one jam for another based on your flavor preferences.

How can I find a recipe for a specific product that I already have?
You can search for recipes on our website by going to our recipes page and searching by product name.

How do you adjust the baking directions for high-altitude baking? Colorado State University has done extensive research on this subject. We recommend referring to their website for information regarding baking adjustments in high altitude environments. http://www.ext.colostate.edu/pubs/pubs.html#nutr_high

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