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Online Shopping Policies

Online Shopping Policies

CUSTOMER SERVICE 

SHILOH FARMS Customer Service may be contacted for any questions or concerns pertaining to products and orders.  For more efficient service, make sure to provide your order number, name, and the best way for us to reach you. 

CONTACT: 
800-362-6832 x103
info@shilohfarms.com

HOURS:
Monday-Friday: 8:00am-4:30pm EST
Saturday & Sunday: Closed

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ONLINE POLICIES

SALES

•   All sales through SHILOH FARMS Online are final.
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Ingredients for all foods sold on SHILOH FARMS Online are listed on each product page.  It is the customers’ responsibility to read and understand them, and to select only those items that are safe given their specific dietary needs or restrictions.
•   SHILOH FARMS
 does not accept any orders sent via email.  Orders must be entered online by the customer OR by calling SHILOH FARMS Customer Service directly.
•   
For the safety of all SHILOH FARMS customers, we do not resell returned food items, regardless of condition. 
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The shipping cost, plus a restocking fee, will be charged for any cancellation or unauthorized return.
     o   Restocking fee of $15 for orders under $100.
     o   Restocking fee of $25 for order over $100. 

PAYMENTS

SHILOH FARMS Online accepts the following forms of payment:

•   CREDIT CARD: SHILOH FARMS Online does not store customer credit card information for later use.  All credit information entered during payment is sent directly to the credit card company. SHILOH FARMS Online accepts American Express, Discover, MasterCard, and Visa.

•   PAYPAL: A relatively new payment option, PayPal allows customers to pay without entering credit card information.
     o   Orders placed using PayPal may be delayed if the customer’s PayPal balance is not sufficient to cover the total cost of the order.
     o   Payments for SHILOH FARMS Online are processed through the SHILOH FARMS parent company, Garden Spot Distributors.  This is the company name you will see on your statement.

•   CHECK: Payment by check is only available for orders placed by calling SHILOH FARMS Customer Service directly.  After the order is placed, customers will be provided with the order total, including shipping costs.  Once a check is received, the order will be processed and shipped.

SHIPPING

•   SHILOH FARMS Online only ships to customers within the United States and Canada.
•   SHILOH FARMS Online uses UPS and USPS as its primary carriers.
•   Orders within the United States may be shipped using UPS or USPS.
•   Orders to Canada, US outlying islands, and military APO boxes must be shipped via USPS.
•   SHILOH FARMS Online offers FLAT RATE Shipping of $7.99 to the Continental United States via UPS Ground on orders under $50.
•   All other shipping rates are determined by weight and distance, with quotes provided directly by the carrier.  SHILOH FARMS does NOT set these shipping rates.  The customer will be provided with all possible shipping options during checkout.
•   PLEASE NOTE: UPS will not ship to a PO Box.  Customers selecting UPS must provide a street address for shipping.  Customers without a street address should choose USPS shipping.

•   CANADA:  All items entering Canada from the United States are subject to customs inspection and assessment of duties, taxes, and fees.  Customers in Canada may be required to pay the custom fees upon delivery of their orders.  Should a customer refuse to pay these fees, s/he will not receive the order or any refunds pertaining to it.  SHILOH FARMS applies a $5.00 handling fee added to all Canadian orders.

•   FLAT RATE SHIPPING:
    o   SHILOH FARMS Online offers Flate Rate Shipping of $7.99 on all DRY orders within the Continental United States totaling less than $50.
    o   At this time, Flat Rate Shipping is not available on orders to Alaska, Hawaii, or Canada.
    o   All Flate Rate Shipping orders will be sent via UPS Ground service.

•   FREE SHIPPING:
    o   SHILOH FARMS Online offers Free Shipping on all DRY orders within the Continental United States totaling $50 or more.
    o   To qualify for Free Shipping, the $50 order minimum must be met AFTER all other discounts have been applied.
    o   At this time, Free Shipping is not available on orders to Alaska, Hawaii, or Canada.
    o   All Free Shipping orders will be sent via UPS Ground service.

•   FROZEN SHIPPING
    o   Frozen items are shipped separately from non-frozen items. 
    o   Within our two-day delivery area, frozen items will be shipped dry (without ice) and may arrive thawed. Refreeze items upon delivery.
    o   If you live outside our two-day delivery area, or wish to have your products shipped frozen, you MUST select our Expedited Frozen Shipping option. Expedited orders will be shipped UPS 2nd Day Air and will be automatically charged a flat rate shipping fee of $70 per case.
    o   Frozen orders are shipped Monday through Wednesday for same-week delivery so that frozen packages will not sit over a weekend. If you place your order between Wednesday and Sunday your order will ship on the following Monday. Depending upon where you live, orders placed on Tuesdays may also wait until the following Monday to ship. 
    o   A tracking number will be e-mailed to you on the day your order ships, and it is your responsibility to receive the package on the first delivery attempt. 
    o   Frozen items cannot be shipped outside the Continental United States.

•   REFERENCE GUIDE FOR EXPEDITED SHIPPING:

Order Placed on:
Next Day Delivery      
2nd Day Air Delivery      
Ground
Sat, Sun, or Mon before 7 AM      Tuesday    Wednesday    Tuesday or later, see map
Tuesday before 7 AM Wednesday   Thursday    See map
Wednesday before 7 AM Thursday    Friday See map
Thursday before 7 AM Friday     Monday* See map
Friday before 7 AM Monday Tuesday* Monday or later, see map

*NOTE: Frozen items ordered on Thursday or Friday with Next Day or 2nd Day Air will not be shipped until the following Monday (or Tuesday in case of a holiday) to prevent thawing or damage over a weekend.

ups-shipping-map.png

ORDERS

•   All SHILOH FARMS Online orders are shipped from New Holland, PA.
•   UPS orders will be shipped the following business day.
•   USPS packages are shipped on Tuesdays, Wednesdays, and Fridays.
•   Customer will receive email confirmation (including a tracking number) once their order has shipped.  It is the customer’s responsibility to make accommodations to receive the package on the first delivery attempt.
•   Orders should arrive within 1 – 10 business days, depending upon distance and method of shipping selected at checkout.
•   Frozen orders placed on Thursday or Friday will not be shipped until the following Monday.

REFUNDS & REPLACEMENTS 

Once shipped, all SHILOH FARMS Online sales are considered final; refunds and replacements are only processed in very specific circumstances.  If a customer believes that s/he is entitled to a refund or replacement, s/he should contact SHILOH FARMS Customer Service directly.

Refunds are processed, at the discretion of SHILOH FARMS Customer Service, only in the following instances:

•   OUT OF STOCK ITEMS:  SHILOH FARMS Customer Service tries to immediately alert customers when an item ordered is out of stock and will refund the amount of that product.  Customers may elect to be contacted when the item is back in stock.

•   DEFECTIVE PRODUCT OR PACKAGING:  If a product ordered arrives in a defective state, SHILOH FARMS will either refund the amount of that product or send a replacement.  Customers are responsible for notifying SHILOH FARMS Customer Service of defective merchandise immediately upon delivery.  The following conditions are considered defective:
    o   The product is spoiled (except in instances when spoiling results from customers selecting improper shipping methods.)
    o   The package is not properly sealed.
    o   The product is past its expiration or “best by” date. 

•   ORDER CANCELLATION:  If a customer wishes to cancel an order and contacts SHILOH FARMS Customer Service prior to that order being shipped, the order total will be refunded.  Once an order is shipped, it cannot be cancelled.  In such an instance, a customer may request authorization to return the item for a refund, minus the shipping costs.  Such an allowance will be at the discretion of SHILOH FARMS Customer Service and a restocking fee may be applied: 
    o   Restocking fee of $15 for orders under $100.
    o   Restocking fee of $25 for orders over $100.

•   OUR MISTAKE: Mistakes do happen.  If SHILOH FARMS Online has made an error with an order (i.e.: sends the wrong product or omits an item), please contact SHILOH FARMS Customer Service immediately.  We will gladly do whatever is necessary to make it right.

SHILOH FARMS Online is NOT responsible for:

•   Packages damaged during shipment.  Any damage that occurred during transport should be reported directly by the customer to the chosen carrier.  SHILOH FARMS is not responsible to mediating resolution of such matters.

•   Items received that do not meet a customer’s specific expectations or dietary needs.  SHILOH FARMS endeavors to provide as much information to its customers as possible, including information pertaining to ingredients, certifications, sourcing, etc.  It is the customer’s responsibility to read the information provided and make an informed decision about whether or not to purchase. 

PLEASE NOTE:

•   Approved refunds will be credited to the customer’s account on the following business day.
•   Returns are only accepted with authorization from SHILOH FARMS Customer Service.  Any items returned without pre-approval will not be refunded or replaced.
•   For more efficient service, customers requesting refunds or replacements should have their order number, name, and contact information ready when contacting Customer Service. 

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TERMS OF USE:

Warranty Disclaimer:  
THIS WEB SITE AND ALL OF THE INFORMATION IT CONTAINS ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED. INFORMATION IS BEING SUPPLIED ONLY AS OF THE DATE ENTERED. IT MAY CONTAIN GENERALIZATIONS, TECHNICAL INACCURACIES, OR TYPOGRAPHICAL ERRORS. UPDATES, PRICE CHANGES, AND CORRECTIONS MAY BE MADE FROM TIME TO TIME WITHOUT NOTICE. SHILOH FARMS ONLINE DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATIONS, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Limitation of Liabilities:
UNDER NO CIRCUMSTANCES WILL SHILOH FARMS ONLINE BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR OTHER DAMAGES BASED UPON ANY USE OF THIS WEB SITE, OR ANY OTHER WEB SITE TO WHICH THIS SITE IS LINKED, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS, BUSINESS INTERRUPTION, OR LOSS OF PROGRAMS OR INFORMATION, EVEN IF SHILOH FARMS® HAS BEEN SPECIFICALLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

No Rights or License:
INFORMATION PROVIDED HEREIN IS FOR THE CONVENIENCE OF OUR WEB SITE VISITORS, AND IS NOT BEING PUBLISHED FOR COMMERCIAL USE. NO RIGHTS ARE GRANTED TO USERS IN ANY SHILOH FARMS® TRADEMARKS, COPYRIGHTS, OR OTHER INTELLECTUAL PROPERTY OR TECHNICAL DATA. USE OF THE SHILOH FARMS® WEBSITE OR ANY INFORMATION IT CONTAINS IS AT THE SOLE RISK OF THE USER.

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