SHIPPING
What are your shipping details?
We offer free shipping for orders above $99 for non-perishable products only. Orders below this value are subject to a $14.99 flat shipping fee. For orders containing perishable product, the shipping cost is calculated at checkout based on the delivery destination. Estimated delivery time for standard ground shipping is 1-5 business days. Orders containing perishable products are delivered within two business days. We do not ship perishable products to PO BOX addresses.
My order is $99 why am I being charged shipping?
If you order contains perishable products, then your order doesn’t qualify for free shipping. The $99 free shipping threshold only applies to non-perishable products. The total amount to qualify for free shipping is calculated after discounts.
Why do I pay additional shipping charges for perishable products?
We ship perishable items using thermal -insulated packaging and ice packs to ensure they arrive in optimal conditions.
When will my order ship?
It takes 1-2 business days to fulfill your order. During the holiday peak season orders processing time can be 2-4 days.
Please note that the shipping method selected at checkout affects only the transit time. Transit begins when the carrier picks up the package, not when the order is placed.
Orders containing perishable product are shipped Monday through Thursday. Perishable orders placed between Thursday and Sunday are processed starting the following Monday.
As soon as the order is fulfilled you will receive a tracking email. Tracking is updated automatically by the carrier as soon as the package is scanned and in their possession. Please allow a few hours for the tracking to update in the carrier’s website with the correct delivery estimated time.
How long will it take to get my order?
ZONE 1 & 2 – expect delivery within 1-2 business days
Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, New York, Pennsylvania, New Jersey, Delaware, Maryland, Washington DC, District of Columbia, Virginia, West Virginia, North Carolina, South Carolina, Kentucky, Ohio, Michigan, Indiana, Illinois, Tennessee.
ZONE 3- expect delivery within 3 business days
Wisconsin, Minnesota, Iowa, Missouri, Kansas, Mississippi, Louisiana, Alabama, Arkansas, Georgia, Florida, Texas, Oklahoma, Nebraska, South Dakota, North Dakota
ZONE 4 & 5- expect delivery within 4-5 business days
Montana, Wyoming, Colorado, New Mexico, Arizona, Utah, Idaho, Washington, Oregon, Nevada, California.
Alaska and Hawaii- expect delivery within two business days
What shipping carrier do you use?
We use Fedex, Ups, and occasionally USPS.
Do you offer international shipping?
We don't currently offer international shipping. For full shipping policy please visit
https://shop.sognotoscano.com/policies/refund-policy .
ORDERING & RETURNS
How do I track the status of my order?
When we ship the order, an email notification with your tracking number is sent to the email address provided with the order. If you can't find the email, please also check your spam folder. If you need further assistance, email us at customerservice@sognotoscano.com .
How do I modify or cancel my order?
To modify or cancel your order, please chat with us, or email us at customerservice@sognotoscano.com as soon as you can, and before your order has been shipped. Please note that orders cannot be modified or canceled if your order is being shipped.
Can I apply a discount to an order I’ve already placed?
If you mistakenly place an order without applying a discount code, send us a message over the live chat as soon as you can and we’ll help you retroactively apply the discount.
I just missed a promotion; can I still get the deal?
We get that life is busy and timing is everything. Email us at customerservice@sognotoscano.com or on the live chat and we’ll see what we can do. Inquiries to apply promotional discounts retroactively must be requested within 24 hours after the promotion ends. Otherwise, you’ll have to wait for the next one.
What is your return policy?
We accept returns of non-perishable products within 10 business days of receiving your order. You can use your own carrier or request a return label from us, the shipping cost will be deducted from your refund. Once received, we will inspect the product and offer a refund within 2 weeks. Our full return policy is available here.
What is your refund policy?
Damaged or spoiled and incorrect products delivered are subject to a full refund after an investigation from our customer service department. Please send a picture of the damaged or incorrect item to customerservice@sognotoscano.com or ecommerce@sognotoscano.conm in order to start the refund request process. We only offer a refund for damaged and incorrect products reported within 30 days. For full refund policy visit https://shop.sognotoscano.com/policies/refund-policy
Can I ship one product from an order to a different address?
One order only allows for one shipping address. In order to have one product shipped to a different address kindly place a new order. If you have already placed the order, contact us to add another shipping address. A shipping fee of $14.99 will be added to the order.
What forms of payment do you currently accept?
We currently accept all major credit cards (Visa, Mastercard, American Express, and Discover), Apple Pay, and Google Pay.
SUBSCRIPTION & LOYALTY PROGRAM
How does your subscription plan work?
We offer many products on a subscription plan. To check if a product is available on subscription click on the product page and check the purchasing options under the product title. Select subscribe and save, a drop-down menu showing different delivery frequencies is available. Items on subscription are subject to 10% discount and $5 off on shipping cost.
How do I manage my subscription?
You can manage your subscription directly from your account. Simply log in and navigate through “manage my subscription” tab. You have the option to edit, pause or cancel your subscription any time. If you need help managing your subscription you can email us at customerservice@sognotoscano.com
I accidentally subscribed how can I cancel?
You can manage your subscription directly from your account. Simply log in and navigate through manage my subscription tab. You have the option to pause, skip a shipment or cancel a subscription. If the recurring order has already been dispatched, we are happy to initiate the return process.
How do I redeem points?
1. Click on the "🌟Discount & Bonuses!" widget in the bottom left corner of the website.
2. Join or Sign in to the account and see how many points you've collected so far.
Note: All customers will need to create an account to redeem their points.
3. Scroll down and click on "Ways to redeem"
4. Choose which rewards you want/can redeem
5. copy and paste the discount code at checkout.
Please note that discount codes are not cumulative, you can only use them one at the time.
PRODUCTS
Do you sell gift cards?
We do sell gift cards online here.
Where can I use my gift card?
Our gift cards can be used for online orders only. Gift cards do not expire.
Can I add a gift note to my order?
You can add a gift message directly from your cart or the sliding cart. Simply look for “Enter a gift note or Special delivery instructions”, click to open the box, and type your message.
Can I customize my gift basket?
Yes, we offer customized gift baskets. Please email us at ecommerce@sognotoscano.com to discuss your preferences and pricing.
Are your products organic?
Yes, we offer a selection of organic products. Type in the word organic into the product research bar to find the selection.
Do you offer gluten-free options?
Yes, we offer a variety of gluten-free options including pasta, crackers, and snacks. Simply type in the word “gluten-free” into the research bar to view our gluten-free options.
What is the shelf life of your products?
The shelf life of our products can vary depending on the type of item you're considering. Best before dates are displayed on the product packaging. Please refer to the product description on our website for specific information.
Can I freeze a product?
Most of our products can be frozen. We recommend wrapping and sealing the product tightly making sure to remove as much air as possible to prevent freezer burn. If you use food storage containers, make sure to leave enough space in the container for liquid expansion.