100% SATIFACTION GUARANTEE
Simply put….When you shop with us, we want you to be completely satisfied. To help ensure your 100% satisfaction; we ask that you inspect your package(s) upon arrival for accuracy, freshness, and possible damage. If for any reason you are not satisfied with your purchase, please refer to our Returns Policy below, or contact one of our friendly customer service representatives.
Monday – Friday 8:30am – 5 pm E.S.T.
Toll Free: 1-800-367-7629
Online Store Return Policy - You may voluntarily return new, unopened items within 14 days of receipt for a full refund less your original shipping amount, or any incurred shipping costs as a result of your voluntary return. Unopened items should be returned in their original product packaging. We will pay the return shipping costs if the return is a result of our error. Because the items we sell are considered perishable, no returns or credits will be accepted after 14 days for any reason. We will credit you in the same manner as your original payment within 7-10 days of receiving the returned item. All returns get sent to:
Utz Quality Foods, LLC.
Mail Order Dept. Returns
861 Carlisle St. Hanover, PA 17331
Freshness - Since almost everything is “Made to Order”; your products are guaranteed to arrive fresh. Being committed to freshness means nothing will leave our facility with less than a 5 week freshness code. For example, since we do not use preservatives, our potato chips carry a freshness code of 8-9 weeks. It is not uncommon for Potato chip items to ship within the 1st week of manufacture. Most of our other snacks carry a shelf life of 10-14 weeks. In the event you have an issue with freshness, please contact our Customer Care Team.
Damage – Although our snacks are packaged and leave our facility in perfect condition; some breakage will occur. Snack foods are a fragile product by nature and some breakage can be expected due to the movement of the product within their original packaging. Pretzels will experience breakage and salt loss due to shipping. The breakage should be minimal. If the breakage is significant, or if your item has been damaged, please contact us within 14 days. Please retain all packing materials for at least 5 days after notifying us. The shipping carrier reserves the right to examine the damage when we submit a claim to them.
Open Bags - Sometimes bags may pop open due to a change in altitude or carrier mishandling. In the event you receive any open bags, please contact us a within 14 days of receipt for a credit for the opened items. Credit will be in the amount of the SRP indicated on the bag(s). All bags using air shipping (Express) methods are packaged to prevent bursting. This may include placing a small pin hole in each bag to allow for air release to ensure its safe arrival.
Order / Address Error – Although we do our best to make sure each shipment is accurate, we ask that you verify your order within 14 days of receipt. All orders being placed online will receive an order confirmation immediately at time of purchase. Please verify you’ve entered the correct address and item number(s) for your order. Once your order has shipped, we are unable to make any changes, corrections, or cancellations to your order. Please notify us with any errors immediately by contacting our Customer Service Team.
Gift Receipts – When ordering gifts online, please verify that all of your gift recipient’s information including names, addresses, and gift message are correct. Once your order has been processed & shipped, it is very difficult to make any changes or corrections to your order. If you feel you have made an error please notify us with any errors immediately by contact us at 1-800-367-7629 or firstname.lastname@example.org.