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FAQs
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 1-505-342-0300 or fax your order to 1-866-365-7793. Our order desk is open Monday through Friday, 8am to 6pm, Eastern time. It is closed on national holidays and occasionally closed earlier than 6pm.2. HOW DO I PLACE MULTIPLE ORDERS IF I DONT WANT TO INPUT THE ORDERS INDIVIDUALLY ONLINE?
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 1-866-365-7793.
3. CAN I EMAIL MY ORDER TO NOT SO SIMPLE SYRUP?
You may, but like most companies, we filter and block spam. We receive a lot of incoming email, so we may not be able to get to your order in a timely fashion. If you do email, put the information in the body of the email. Personnel NEVER open attachments. Do NOT assume we got the email. If you do not have an email or phone confirmation from us, give us a call M-F, 8am-6pm Eastern time (505-342-0300) and let us know that you sent the email (and when). It is always a good idea to let us know beforehand that you will be emailing so we can be on the look-out.
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 NOT SO SIMPLE SYRUP. 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 the month of December, there may be a delay before we will be able to fill your order. Whenever you place your order, we will confirm with 72 hours. You will be informed of the next available ship date. Please click here for detailed information.
Special Requests
1. MAY I REQUEST SPECIFIC SYRUPS IN A GIFT BOX? Yes. You can specify the syrups you want and check “gift box” at the bottom of the page. You may also call us Monday Friday, 8am -6pm Eastern time and discuss your specific request. 505-342-0300
2. WILL YOU INCLUDE MY GIFT CARD? Yes, we’d be delighted to put your card on the package. Your card(s) should be at NSSS, LLC., 140 South Beach Street, Suite 406, Daytona Beach, FL 32114 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, for example if the syrup bottles wont fit in the container with adequate protection against breakage. If you would like us to use your gift container, it should be at NSSS, LLC., 140 South Beach Street, Suite 406, Daytona Beach, FL 32114 10 business days before the shipment 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? Absolutely! Please email your request to barbara@notsosimplesyrup.net or call us at 505-342-0300
Phone Orders
1. Our phone order desk is open Monday-Friday from 8AM to 6PM Eastern time. The toll free number is 505-342-0300.
2. Our fax line is open 24 hours, every day of the week. The number is 1-866-365-7793. 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.notsosimplesyrups.com. If you have any questions, you can send an email to heidi@notsosimplesyrup.net.
4.If you have a question about your order, email heidi@notsosimplesyrup.net, we check the email several times each weekday. We will respond on weekdays within 72 hours.
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 by our software system. 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 re-ship; however, you must pay the full price on shipment costs. If NOT SO SIMPLE SYRUP put an incorrect address on the package, we will either refund your entire cost or ship a new package 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. HYPERLINK “http://www.fedex.com” www.fedex.com. We can also use Federal Express 2Day and 3Day service, but the package may arrive before the anticipated date.
3. HOW MUCH IS SHIPPING?
Shipping charges are calculated in real-time. Charges are based on total package weight and the destination address. We do not use a one-charge fits all pricing policy. To calculate the cost of shipping, add an item to your shopping cart by clicking on the buy button underneath the item you are interested in. The item will be added to your shopping cart located on the right side of the screen. Underneath the shopping cart is an option to enter your zip code and it will calculate the cost of shipping.
Please note: We offer multiple shipping carriers. Please be sure to select your preferred method under “More Carriers.”
4. HOW LONG WILL SHIPPING TAKE?
Your package will be shipped from our facility within 24 hours of the order being placed. Wholesale orders will be shipped 1-2 days after the order is placed. Domestic orders take between 1-10 business days to arrive to its destination.
5. WHAT IF I WANT IT FASTER?
When placing an order, simply select overnight, 2nd day or 3rd air in order to receive quicker turnaround. Please note that 2nd and 3rd day air are not guaranteed. All overnight orders received before 2pm, leave our facility the same day it is placed, unless the product is not in stock. If that is the case, we will email you.
Please note: If your order has already been placed and you’d like to upgrade your shipping method, please email us immediately. We will give you a phone number to call to give us your credit card information to charge the difference.
*UPS does not deliver on national recognized holidays, Saturday or Sunday so if you place an order on Friday after 3pm, your order will not go out until Monday.
6. IS THE ARRIVAL DATE ALWAYS GUARANTEED?
Occasionally a package gets delayed because of weather, e.g. a snow storm or an unforeseen natural or un-natural occurrence. These are called “Acts of God”. NOT SO SIMPLE SYRUP, the US Post Office and UPS cannot be held responsible for the delays.
7. 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 syrups at a stable temperature.
8. 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.
9. 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 stand behind our product. 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 can re-ship; however, you must pay the full price on shipment costs. If NOT SO SIMPLE SYRUP put an incorrect address on the package, we will either refund your entire cost or ship a new package at no charge to you.
Credit Card Processing
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.
Catalog
DO YOU HAVE A CATALOG?
Not So Simple Syrup believes the Internet is a greener way to see our products and to place an order. We apologize for any inconvenience this may cause. We do have a price list which we will mail to you if you do not have access to the Internet. You may call us at 505-342-0300(Monday through Friday 8am to 6pm Eastern time) to request that we mail one to you.
December Ordering
1. DECEMBER IS THE BUSIEST MONTH OF THE YEAR AT NOT SO SIMPLE SYRUP.
We suggest putting your list together including names, addresses and item you want us to send to them as early as possible. We process orders as we receive them. We will not put your order ahead of anyone else’s. If you wait until December to order, there may be a few days delay before we can fill the order.
2. PLEASE HAVE ALL OF THE INFORMATION NEEDED WHEN YOU PLACE YOUR ORDER.
If we do not have everything, shipment of your order will be delayed.
Please click here for information needed.
3.WE WILL NOT BE ABLE TO CUSTOMIZE YOUR ORDERS AT THE LAST MINUTE.
Any special packaging requests must be sent to us before the month of December.
4.IF YOU HAVE AN EXTENSIVE ADDRESS LIST Please fax it. Please fax to 866-365-7793.
5. WE WILL PRINT YOUR MESSAGE ON A NOT SO SIMPLE SYRUP GIFT CARD or you may provide us with your own gift or business card. Please make certain your cards are at NSSS, LLC 140 South Beach Street, Suite 406, Daytona Beach, FL 32114 at least 4 days before shipment date. If you enter your orders directly online, whatever you input will be what is printed so spell check your words.
6. WE WILL SHIP WITHIN THE USA ONLY.
7. IF YOU PROVIDED AN INCORRECT ADDRESS And the package is returned to us, you will be notified. We will not refund your money. If you want, we will re-ship, however, you must pay the full price on shipping. If NOT SO SIMPLE SYRUP used an incorrect address, we will notify you and either refund your costs or ship a new package at no charge to you.
8. YOU MAY ARRANGE TO HAVE YOUR ORDER PICKED UP If you would like to pick up or drop off at NOT SO SIMPLE SYRUP, you must notify us ahead of time. It is not open to the public.
9. WE WISH YOU HAPPY HOLIDAYS!
