Customer Service

If you need help navigating our web site, or have questions regarding ordering, delivery, etc., please refer to this Info section first. If your question is not answered here please visit our Canning Pantry Support Center. The Support Center site contains a knowledge base of frequently asked questions as well as a help ticket system where you can ask questions and receive emailed responses from our customer service representatives about about any topic related to our Highland Brands e-Shopping Sites. The "Support Center" button at the bottom of any page will take you to our knowledge base and ticket system. We will respond to your Help Desk inquiry as quickly as possible, usually the same day or within 24 hours (weekends and holidays excluded).

Info Topic Navigation

Contact Information
Domestic and Canadian Shipping
Estimated Delivery Schedule
International Orders
Domestic Sales Tax
Terms and Conditions

Frequently Asked Questions

How can you offer such low prices?
How "up to date" are your products?
Do you have a minimum purchase amount?
When should I expect delivery?
What about overnight delivery?
What if I need warranty service?
What if I want to return something?
What if my order is damaged in shipping?
How safe is my credit card information?

Contact Information

Our postal mail address is:

Highland Brands, LLC.
6313 S. 600 W.,
Hyrum, UT 84319.

Our shipping/receiving address is:

Highland Brands, LLC.
19 N. 100 W.,
Hyrum, UT 84319.

If you have any comments, questions or concerns, please visit our Canning Pantry Support Center.

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Domestic and Canadian Shipping

Your order will be shipped via United Parcel Service (UPS) generally within 1-2 business day unless otherwise indicated on the item page. Shipping costs are based on order weight and shipping location. UPS charges the most on the first pound, therefore, multi-item orders are more cost effective. To determine the shipping rate for your order, you must first add the desired item(s) to your shopping cart and begin the checkout process. On the second step of the checkout process your exact shipping rate will be displayed before the system asks for a form of payment.

We currently offer five UPS shipping services: (1) Ground; (2) 3-Day Select; (3) 2nd Day Air; (4) Next Day Air and, (5) Canada Standard (for Canadian customers only). When in a hurry for your order, please keep in mind that it may take 1-2 business days to process your order before shipping times apply. See Estimated Delivery Schedule below.

A few large and heavy items ship motor freight. Shipping is often included in the price on these items. However, free shipping is generally "curb-side" delivery unless otherwise stated on the item page. Lift-gate services or inside delivery can often be arranged directly with the freight company at the time of making the delivery appointment (customer will pay the freight company directly for such extra services).

Alaska, Hawaii, and Puerto Rico
UPS now offers "Ground" shipping rates to Alaska and Hawaii. UPS also provides 2nd Day and Next Day Air shipping to these locations. We currently do not ship to Puerto Rico.

We also ship via US Mail to Alaska, Hawaii, and international destinations. We only ship US Mail orders once per week (UPS orders ship daily), so we ask we ask for your patience while we process these orders.

Canada
Canadian customers should select "Canada Standard" or "Priority Mail International" as the shipping methods. Standard is the UPS ground service to Canada and takes approximately 7-12 days in transit (plus order processing time). Canadian customers are responsible for any and all customs, duties, brokerage (if applicable), and GST/PST taxes. We collect ONLY the UPS shipping charge that we must pay to UPS or US Mail. The UPS driver or postal carrier will collect any of these "border-crossing" costs upon delivery. You may wish to contact "UPS Canada" to estimate the cost of these additional delivery fees. Note: we do not recommend that Canadian customers order items considered "food", like pickling mixes, snow cone syrups, popcorn seasonings, etc. Food items require an agricultural inspection which results in a relatively expensive UPS brokerage charge.

APO/FPO
We're sorry but we have found these locations to be too difficult to service as our system cannot calculate the shipping charges automatically. Additionally, communication by email with such customers for shipping charge approval seems to be nearly impossible.

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Our Estimated Delivery Schedule:

Shipping Method	Order Processing Time	Shipping Time	Total Delivery Time
Ground	1-2 Business Days**	3-5 Business Days	4-7 Business Days
3-Day Select*	1-2 Business Days**	3 Business Days	4-5 Business Days
2-Day Air*	1 Business Day***	1-2 Business Days	2-3 Business Days
Next Day Air	1 Business Day***	1 Business Day	2 Business Days
Canada Standard*	1-2 Business Days**	7-12 Business Days	8-14 Business Days

** We update estimated processing time based on current projected order volumes. Saturday and Sunday delivery not available.
*** We strive to ship 2nd Day & Next Day Air orders by the next business day, but under heavy order volume we may not be able to meet this schedule. Additionally, a few products (as indicated on the items page) may take an extra day or two to ship.

• Estimated Processing Time + Estimated Shipping Time = Estimated Total Delivery Time


• If you place an order after 1 P.M. Mountain Standard Time, we will begin processing it on the next business day.


• Business days exclude Saturdays, Sundays, and major holidays.


• Estimated Total Delivery Time applies to all in-stock products only (no pre-orders, or back orders)


• If we have to review an order for security reasons, that review may affect the Estimated Delivery Time.


• We can't guarantee Estimated Shipping Time. Those times are determined by the specific carrier.

UPS Ground Shipping Time-in-Transit Map

Map depicts business-day transit time only and does not include order prep time, weekends, etc.

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International Orders

At this time international orders are restricted to Canada only. Canadian customers should choose "Canada Standard" or one of the air shipping options. See the Domestic and Canadian Shipping section for more information.

Sales Tax

Being a Utah-based company, we are required to charge sales tax on all orders shipped to addresses in Utah. There is no sales tax collected for customers located outside of Utah.

Terms and Conditions

1) Ordering from this website implies that the customer has read and understood the information contained on the item page, checkout pages, and this help page.

2) Customers may cancel orders up until the order has shipped. However, we cannot guarantee that we can stop an order from shipping once placed. Our priority is getting orders shipped promptly. Occasionally, order change/cancel notices are not processed prior to shipping. Once an order has shipped, the order cannot be canceled and the standard return policy applies regardless of wither or not the order is accepted from the carrier. If you must change or cancel an order, please create a support ticket through the Canning Pantry Support Center AND call 800-285-9044 x112 with such a request to be sure that we don't miss your important communication.

3) While a rare occurrence, orders are sometimes damaged or lost in shipment by the carrier. Such orders will be replaced or refunded. We ask that you do not refuse damaged UPS shipments as we are charged for the return shipping (which may be more than the value of the damaged item). Please accept the package and contact UPS by phone (1-800-PICKUPS) to file a damage claim. Please also create a support ticket to notify us of the problem as we may be able to handle the issue more promptly than waiting for UPS to notify us. Please retain all packaging materials if UPS schedules a package inspection.

4) We reserve the right to cancel a customer's order for any reason including, but not limited to: suspected fraud; declined credit cards; invalid address information; incorrect product pricing or shipping charges; and, computer errors.

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FAQ (Frequently Asked Questions)

How can you offer such low prices?

At Highland Brands stores such as CanningPantry.com, you take advantage of our direct relationship with the manufacturers of our products. Our close proximity to our manufacturer's (most of them are also Utah companies) allows us to maintain efficient stocking levels and helps to keep our overhead expenses very low. This completely eliminates the retail store, and all those costly retail "overhead" markups are gone forever!

How "up to date" are your products?

The products we sell are always the newest models and latest updates. We update our site with the latest products as they become available from the manufacturer.

Do you have a minimum purchase amount?

No. In order to better serve our customers we do not require a minimum order size; however, UPS does charge the most on the first pound. Therefore, multi-item orders are more cost effective.

When should I expect delivery?

Most of our products leave the warehouse by the next business day after we receive your order. During heavy order volume, holidays, and unforeseen events, orders may occasionally take slightly longer to be prepared for UPS pickup. A few of our products also take longer to ship as indicated under the item description. After the product leaves the warehouse, standard UPS shipping times apply, which, depending on your location relative to Utah and the volume being handled by UPS at the time, is from one to five business days for ground service. Please see Domestic and Canadian Shipping for specfic delivery time estimates.

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What about overnight delivery?

Next Day Air service is available. But please be aware that this service does NOT include the time it may take to prepare your order for shipping. Therefore, orders shipped Next Day Air generally take 2-3 business days. Please do not place an order for Next Day Air and expect it the next day.

What if I need warranty service?

All of our suppliers hold to the strictest standards of quality control, and all of our products are fully warranted by the manufacturer. If by chance you receive a product that is defective, the manufacturer's warranty information and service address will be clearly marked on or in the package you receive. Highland Brands and our suppliers fully stand behind our products that generally have 1-year warranties. For parts replacement or warranted work, please visit our Manufacturer Contacts page.

If your product is damaged in shipping, the issue can quickly be resolved by notifying the shipping company (1-800-Pick-UPS or 1-800-Go-FedEx). If you ever have questions not answered by the manufacturer or by the shipping company, please contact us through our corporate Support Center.

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What if I want to return something?

We want you to be satisfied when you buy from us. If you are not 100% happy with your purchase, you may return the product within 30 days of receipt for a refund. Unopened packages can be returned for a full refund of the product purchase price. A 15% restocking fee will be charged if the product packaging has been opened as we must carefully inspect and repack the product. Used items are not returnable and shipping charges are a third-party expense and are not refundable. Items that shipped under "free shipping" offers will be charged the original shipping expense.

Note: most large appliances and wine cooler have special return policies, fees, and return address; please submit a Support Ticket or call 1-800-285-9044 (ext. 112) for more information.

To qualify for a return:

• An RMA number is required and all items must be returned in new, unused, salable condition, in the original manufacturer's packaging (including the box the item was shipped in or a comparable shipping box), with all paperwork, parts and accessories to insure full credit.
• Returns will not be accepted without an RMA number. To obtain an RMA number, please submit a support ticket through our Canning Pantry Support Center system. Please provide a reason for the return with your request. You will be emailed or called with the RMA number and correct return shipping address (some items will be returned directly to suppliers). Please allow up to 3 business days for a response to your request.
• Do not return items damaged in shipping, or warranty-issue items unless otherwise instructed. Warranty-issues should be resolved directly with the manufacturer. Please create Support Ticket to inquiry about these issues.
• Returned items that are used, soiled, damaged or missing parts are not eligible for a refund.
• Food items (i.e, pectin, pickling mixes, etc.) are not returnable due to health code laws.
• Custom and special orders, and large appliances, are not returnable. This includes kitchen furniture. These items have a "Special Terms and Conditions" link on the item page or are otherwise denoted in the product description.
• We recommend that you insure your return and package it well to avoid any shipping damage or problems.

Return Addressing - You will be provided a return address with your RMA number. Please do not return any items to our mailing address as that location is not equipped for package handling.

What if my order is damaged in shipping?

While a rare occurrence, orders are sometimes damaged or lost in shipment by the carrier or are defective from the manufacturer. Such orders will be replaced or refunded. We ask that you do not refuse damaged UPS shipments as we are charged for the return shipping (which may be more than the value of the damaged item). Please accept the package and contact UPS by phone (1-800-PICKUPS) to file a damage claim. Please also create a Support Ticket to report the problem as we may be able to handle the issue more promptly than waiting for UPS to notify us. Please retain all packaging materials if UPS schedules a package inspection.

We will of course replace any damaged or defective items at our expense if claims are not approved by the carrier or manufacturer for whatever reason.

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How safe is my credit card information?

When you buy from the CanningPantry.com, secure eCommerce servers using industry-standard secure encryption technologies run by Yahoo.com, process your credit card purchase in real time through the First National Bank. Then your order is encrypted before being sent to CanningPantry.com. Your card couldn't be safer! In addition, the four credit cards that we accept, all have Zero Liability policies which are described below.

Our Privacy Policy clearly states that we will never share, sell, or rent individual customer information.

Your Credit Card Protects You against fraud! You may not know that your credit card provides 100% fraud protection for on-line shopping. Here is the latest information: