Fastachi Frequently Asked Questions
ORDERING INFORMATION:
Q: How do I place an order?
A: Online at Fastachi.com:
Now it's easier than ever to order online with our detailed step-by-step checkout process. Don't forget to include your billing information, in case we need to reach you regarding your order. The billing information entered must match the address assigned to your credit card. We apologize but we do not accept credit cards with billing addresses outside the U.S. (non-U.S. billing addresses).
By Phone at 1 (617) 924-8787:
Customer Service representatives are available to take your orders between 10am and 6pm ET Monday through Friday.
Or at our one of our Retail Locations
For more information, see Contact Us: http://www.fastachi.com/contact
Q: Is the site secure? How is my private information used?
A: Fastachi, Ltd. is committed to protecting the privacy of our customers. The information provided by you on your order and registration forms will not be shared. The contact and/or gift recipient information (email address, telephone number, address, name, etc.) will only be used to send orders and contact you when necessary. You may, however, receive information from us about new products, services and special offers. Financial information provided by you is secure and used only to bill you for your order.
Q: How do I remove an item from my cart?
A: When viewing your "My Cart" page, you will be able to see all the items in your current order. To delete one, click the red X icon in the upper left corner next to the image of the item you wish to remove.
Q: From which Fastachi location will my order ship?
A: All shipping orders are packaged and processed the day they will be shipped at our central Watertown location.
Q: Can I order online for an in-store pick-up?
A: Yes. During checkout, provide the shipping address and Store Pick-Up will be provided under the shipping methods. For more information, visit Store Pick-Up
Q: Is it safe to use my credit card?
A: Our shopping system utilizes 128-bit encryption allowing you to order with confidence and providing you with the reassurance that your personal and payment information will be received securely.
Q: How do I know if my order went through?
A: Right after you place your order, you will receive an e-mail with an order number confirming that your order went through successfully. If you do not receive such e-mail, check your spam/junk folder since e-mails sometimes get caught in a spam filter. If this is not the case, please give us a call 617-924-8787 or send us an email at order@fastachi.com and we can double check that we have your correct email address.
Q: I forgot my password, how do I get a new one?
A: Because of security procedures, we cannot retrieve your password and send it to you. However, we can reset the password and send you the new one. Please note that the password is reset as soon as this is requested. The new password will be sent to the address specified when the account was setup. /member_forgot
Q: Can I ship to multiple addresses?
A: Yes, you can ship to as many addresses as you want. Add the items you want to send, then view your "My Cart" page. Here you have the choice of choosing to ship to yourself or to a recipient by clicking the "Change Recipient" option next to the items. Add the name of your recipient, and then during the Checkout phase, you will be asked to enter the full address of the recipient. If you are logged into your Fastachi account, you will have the ability to choose recipients from your address book from a drop down list. Any new recipients added will be saved to your address book. Please note that shipping charges are calculated per shipping address.
Q: What is the cut-off time for same day shipping?
A: All orders are custom made upon receipt to ensure freshness. Expect your order to ship within 1-2 BUSINESS days, except during peak Holiday Season (December 1-31), see Holiday Delivery. All orders are shipped and delivered Monday - Friday. /shipping
Q: Do you ship to PO Boxes or APO/FPO boxes?
A: We apologize for any inconvenience, but we are not able to ship to P.O. Boxes, FPO's or APO's. /shipping
Q: Do you ship to Canada?
A: Orders being shipped to Alaska and Hawaii must be shipped via UPS 2nd Day. Orders shipped to Canada and non-continental U.S. Territories will be charged an additional $25 to standard shipping charges per address. /shipping
Q: How much is shipping?
A: Please see our shipping chart on our shipping page. /shipping
Q: When will my order ship?
A: You will have the option to choose a shipping date during the checkout. If you choose as soon as possible, expect your order to ship within 1-2 BUSINESS days, except during peak Holiday Season (December 1-31), see Holiday Delivery. All orders are shipped and delivered Monday - Friday (business days).
Q: How do I track my order?
A: We will send you an email notification when your order ships, along with a tracking number. You can track your package at www.ups.com. You can also go to our package tracking page and enter your information to view the progress of your delivery. /tracking
Q: Why doesn't my tracking number work?
A: It usually takes about up to 12 hours from when you receive the email containing the tracking number for your tracking number to be processed by UPS. If you still have a problem, feel free to contact us by e-mail or phone.
Q: When will I receive my order?
A: Please view the map of estimated UPS Ground transit times (continental United States Only) originating from the Boston Metro area. Estimated ground transit times are based on a business week (Monday-Friday only), excluding all Holidays. Please note that the estimated transit times are based on when your order is shipped (leaves our facility) and not when you place your order. /shipping
Q: Will a signature be required to receive my package?
A: We do not typically request a signature for deliveries, but it is ultimately up to the UPS driver's discretion whether or not to require a signature. If the driver feels it is safe to leave the package, he will usually leave the package at the front door or other secure area. It is also up to the driver whether to comply with any special shipping instructions that you have asked us to include on your shipping label.
Q: What is your return policy?
A: We are committed to providing nuts and delicacies of exceptional quality and taste. If you are not completely satisfied with your order for any reason, contact us immediately (within 7 days), and we'll gladly replace your order or refund your payment. (Shipping charges are non refundable).
OTHER:
Q: How do I get coupons and other special promotions?
A: Join our email list and receive exclusive offers and valuable coupons.
Q: I have a gift card/certificate, how can I use it?
A: Unfortunately, at this time we are unable to redeem or sell gift cards via our website. However, you may call us at 617-924-8787 or visit our retail store to purchase or redeem gift cards.
Q: How can I request a catalog?
A: Visit our Contact Us page to request a catalog. /contact
Q: How do I use a promo code?
A: View your basket and enter the Promo Code in the box that appears below the items in your cart. You must click Apply Promo for the promo code to be applied.
Q: How do I store my products and what is the shelf life?
A: Visit our Connoisseur Service page for tips on how to savor all that Fastachi goodness. /connoisseur_service
Q: Should I be concerned if I have an allergy?
A: Our products are processed in a facility that also processes peanuts and tree nuts. Some of our products do contain gluten, and almost everything on our site does contain ingredient information. Products are manufactured and packaged using shared equipment and utensils, so trace amounts may exist and we cannot guarantee the absence and no risk of cross-contamination within our facility.
Q: Do you offer Corporate Gifts?
A: Yes we do. For Connoisseur advice with your business order, please contact a Fastachi Gift Consultant at 617-924-8787 or customerservice@fastachi.com for more information about corporate gifting.