Frequently Asked Questions

WITCHES/BROWNIES

ORDERING

PHONE ORDER DESK INFORMATION

CREDIT CARD INFORMATION

SHIPPING

RETURN POLICY

CATALOG

SPECIAL REQUESTS

WITCHES/BROWNIES

1. HOW LONG WILL THE WITCHES LAST?

Only wrapped Witches are available on our website. They will stay fresh 5-7 days in an unheated place. Do not put them near a source of heat, such as electronic equipment or a window or excessive moisture. You may put them in the refrigerator and they will last 7-21 days longer depending on the efficiency of your refrigerator. You can put them in the freezer and they will last up to 3 months. We suggest putting them in zip-lock bags for the freezer. Some people like to eat them straight from the freezer without thawing. In our store(s), we have unwrapped Witches. These will stay fresh 1-2 days. You can also refrigerate or freeze. We also suggest putting the unwrapped Witches in zip-lock bags or plastic wrap.

2.ALLERGIES

The most common allergens in the Witches are: wheat flour, eggs, butter and nuts. We use only natural ingredients and do not add preservatives such as lecithin or add a nitrogen gas flush. We do keep walnuts and occasionally other nuts on the premises at all times. We use peanut butter from time to time. We do use some ingredients that are processed in plants that have peanuts and nuts on premises. We suggest that if you or the recipient is allergic to any of these ingredients, that you do not eat our Witches. As much as we hate to turn away business, we would rather have you safe than sorry.

3. CAN I MICROWAVE THE WITCHES?

Yes. You can put them in the microwave in the cellophane or remove the cellophane. Try 30 seconds or less at first. Microwave ovens vary in power and you don't want to melt the Witch!

ORDERING

1. IF I WANT AN ORDER SHIPPED AT A FUTURE DATE, WHEN SHOULD I ORDER?

Place your order as soon as you have all the information needed which should include the date you want the order shipped. If our website does not go far enough into the future, you can call our order desk 1-888-429-4824 or fax your order to 1-212-807-7993. Click here to see what information we need from you, our order desk hours, our toll-free number and fax number.

2. HOW DO I PLACE MULTIPLE ORDERS?

Organize the information first by date to be shipped and then by item wanted as well as the addressee name and address. We suggest you compile your list and fax it to us at 212-807-7993. Click here to see what information we need from you.

3. SHOULD I EMAIL MY ORDER TO WITCHSERVICE@FATWITCH.COM?

No. Your order may not reach us. Like most companies, we filter and block some email. And we receive a lot of incoming email, so we may not be able to get to your order in a timely fashion. Email is not an acceptable way to place an order. Witchservice@fatwitch.com personnel NEVER open attachments.

4. HOW ARE ORDERS COMPLETED?

We process orders as we receive them. You choose a shipment date or are given the next available shipment date. We honor our commitment to complete orders as promised. We will not put someone else before your order, no matter how famous they are. You are just as important.

5. HOW DO YOU PROCESS MY CREDIT CARD?

We obtain an authorization for the amount of your credit card purchase at the time of order and we finalize the transaction when your order is shipped. The credit card company authorization process may place a temporary hold on these funds until the transaction is finalized. For orders to be shipped in the future (beyond a few days), the purchase will be re-authorized and charged at the time of shipment.

6. WHAT ABOUT ORDERING FOR THE DECEMBER HOLIDAYS?

December is the busiest time at Fat Witch Bakery. We suggest organizing your list and contacting us as early as possible. It is NEVER TOO EARLY to order. If you place your order in December, there may be a delay before we will be able to fill your order. Whenever you place your order, we will confirm with 24 hours. You will be informed of the next available ship date. Please click here or on the HOLIDAY TREE Icon on our HOME PAGE for detailed information.

PHONE ORDER DESK INFORMATION

1. Our phone order desk is open Monday-Friday from 9AM to 6PM eastern time. The toll free number is 888-419-4824. The answering machine is not equipped to take a message.

2. Our fax line is open 24 hours, every day of the week. The number is 212-807-7993. The line is secure and you may include your credit card information or you may call the phone order desk with this information.

3. Our website is available 24 hours, every day of the week. The address is www.fatwitch.com. If you have any questions, you can send an email to witchservice@fatwitch.com.

CREDIT CARD PROCESSING

1. HOW DO YOU PROCESS MY CREDIT CARD?

We obtain an authorization for the amount of your credit card purchase at the time of order and we finalize the transaction when your order is shipped. The credit card company authorization process may place a temporary hold on these funds until the transaction is finalized. For orders to be shipped in the future (beyond a few days), the purchase will be re-authorized and charged at the time of shipment.

SHIPPING

1. WHAT IF THE PACKAGE DOESN'T ARRIVE?

Address labels are generated straight from your order form. What you enter online will be transferred directly onto the label. If you provided an incorrect address or the package is refused by the recipient and the package is returned to us, you will be notified. We will not refund your money. If you want, we will provide new brownies at 1/2 price; however, you must pay the full price on shipment costs. If Fat Witch Bakery put an incorrect address on the package, we will either refund your entire cost or ship a new package with freshly baked Witches at no charge to you.

2. WHAT IF MY PACKAGE IS TIME SENSITIVE?

It has to arrive on a specific date! The only method for us to "guarantee" an exact arrival date is to use Federal Express overnight service. www.fedex.com We can also use Federal Express 2Day and 3Day service, but the package may arrive before the anticipated date. We use Federal Express through a company called Periship. www.periship.com

3. HOW LONG DOES A PACKAGE TAKE TO ARRIVE?

Our standard shipping method is US Post Office Priority Mail service. Arrival to the recipient's address takes approximately 2-3 days, however, an exact arrival date is NOT guaranteed. Priority Mail is usually delivered separately from regular mail and if the recipient is not home, a notice is left in the mailbox. See 7. below for information regarding requests to leave the package if no one is at home. We do not provide tracking information for Priority Mail packages. At Fat Witch Bakery discretion, Federal Express Ground may be used within the Northeast corridor if the package is being delivered to a business address which is not a post office box. We are able to track Federal Express packages. Occasionally, we will use Federal Express services at no additional cost to you. this is at Fat Witch Bakery discretion. Click here detailed shipping information.

4. WILL YOU USE GUARANTEED EXPRESS SERVICES?

We use Federal Express www.fedex.com upon request through a company called Periship www.periship.com. If you request Federal Express, there is an additional charge from standard shipping. We can track Federal Express packages. Click here detailed shipping information.

5. WILL YOU USE MY FEDERAL EXPRESS ACCOUNT?

Yes, we can use your Federal Express account. You will need to sign an agreement with Fat Witch Bakery, Inc. that you guarantee to pay the charges.

6. WHAT IS PERISHIP?

We use Federal Express services through a company called Periship. Periship www.periship.com specializes in perishable shipping and watches our shipments carefully. They keep us posted about the weather and call recipients when a problem occurs.

7. MAY I REQUEST THE PACKAGE BE LEFT AT THE FRONT DOOR?

Yes, with Priority Mail, we can put "okay to leave" label on the outer box. We cannot indicate the best place to leave the package. With Federal Express, we can sign a signature release. Federal Express reserves the right to NOT leave the package if it seems risky. If you check "no signature required", Fat Witch Bakery, the US Post Office and Federal Express will not assume responsibility if the package is not received by the intended party.

8. IS THE ARRIVAL DATE ALWAYS GUARANTEED?

Occasionally a package gets delayed because of weather or an unforeseen natural or un-natural occurrence. These are called "Acts of God". Fat Witch Bakery, the US Post Office and Federal Express cannot be held responsible for the delays.

9. WILL YOU SHIP TO PUERTO RICO, US VIRGIN ISLANDS AND OTHER USA TERRORITIES?

We are not able to ship to American territories, e.g Guam, Puerto Rico, US Virgin Islands, due to the extreme heat. We are not able to maintain the baked goods at a stable temperature.

10. WILL YOU SHIP TO US MILITARY BASES?

No. We are not able to ship to most APO and FPO addresses due to delays with the shipments.

11. WILL YOU SHIP INTERNATIONALLY?

No. We do not ship beyond the 50 United States. The duties, fees and delays make the process unacceptable.

RETURN POLICY

1. WHAT IF I'M NOT SATISFIED?

We stand by our products. We use the best ingredients and bake in small batches. If you are not satisfied with our product, please notify us and we will refund your money. If there is a special problem, we may request that you ship the product back to us at our expense.

2. WHAT IF THE PACKAGE DOESN'T ARRIVE?

Address labels are generated straight from your order form. What you enter online will be transferred directly onto the label. If you provided an incorrect address or the package is refused by the recipient and the package is returned to us, you will be notified. We will not refund your money. If you want, we will provide new brownies at 1/2 price; however, you must pay the full price on shipment costs. If Fat Witch Bakery put an incorrect address on the package, we will either refund your entire cost or ship a new package with freshly baked Witches at no charge to you

CATALOG

1. DO YOU HAVE A CATALOG?

In 2007, Fat Witch Bakery decided to no longer print catalogs. The Internet or telephone is an ecologically better way to see our products and to place an order. We apologize for any inconvenience this may cause. We encourage you to encourage other businesses to stop mailing out what soon becomes part of a garbage pile.

2. COMING SOON

We are adding a page to our website to share ideas which will help the planet. We'll tell you the things we're doing and want to hear your ideas. www.fatwitch.com/witchplanet

SPECIAL REQUESTS

1. MAY I REQUEST SPECIFIC WITCHES IN A GIFT BOX?

Yes. You can specify the Witches you want and check "gift box" at the bottom of the page. Our gift tins will not accommodate special requests. You may also call us toll-free and discuss your specific request. 888-419-4824

2. WILL YOU INCLUDE MY GIFT CARD OR BUSINESS CARD?

Yes, we'd be delighted to put your card on the package. We can also keep your business cards on file if you tell us to include it when you order. Your card(s) should be at Fat Witch Bakery, 75 Ninth Avenue, New York, NY 10011 at least 2 days before ship date.

3. WILL YOU USE MY GIFT PACKAGING IF I PROVIDE IT?

We will try to accommodate your gift container.We cannot always do it, as we do not always have enough storage and elbow room available If you would like us to use your gift container, it should be at Fat Witch Bakery, 75 Ninth Avenue, New York, NY 10011 at least 2 days before ship date. If you would like us to use your packaging during the month of December, we must have your order with all information and packaging by November 15th.

4. WILL YOU DO A GIFT BASKET?

Occasionally we are able to accommodate the request, but most of the time we cannot. We suggest ordering a basket containing our product(s) from Chelsea Market Baskets www.chelseamarketbaskets.com.

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