Shipping & Returns

  • ORDER CHANGES OR CANCELLATIONS
    • Order details, such as shipping address and payment method, can not be changed after an order is placed
    • You may cancel an order that has not shipped any time by contacting our Customer Care Team
    • If you received a a shipping notification or if your order is in a shipped status, that means your order has been processed and can not be canceled or edited. Please refer to our Return Policy for options. 
  • SHIPPING
    • All orders are packed fresh and most brands ship from Hanover, PA the next business day. Example: An order placed on Friday will ship out on Monday. 
    • Our Golden Flake brand is shipped directly from our Birmingham, AL facility.
    • Shipping charges are calculated based on the zone and the total shipping weight of your order.
    • When ordering multiple items to the same address, all items will be combined into the least number of boxes to ensure your order arrives safe.
    • To calculate shipping correctly, we can only accept one ship to address per order.
    • Alaska, Hawaii, Canada & International Orders
      • We gladly ship to Alaska, Hawaii and Canada, delivery takes 1-2 weeks, International order transit times are generally 3-4 weeks and an additional shipping charges do apply.
      • These orders cannot be placed online, please call 1-800-367-7629 and a customer care representative will be happy to place your order for you.
    • Transit Times
      • The map below is a general estimate of transit times.
      • Add 1-2 days for order processing and fulfillment. 
      • Do not include Sunday in your calculation as residential deliveries are only made Monday – Saturday with this service selection.
      • Delays - At times some areas are impacted by extreme weather conditions which may result in a delay in delivery.

  • RETURNS
    • You may voluntarily return new, unopened items within 14 days of receipt for a full refund less your original shipping amount, or any incurred shipping costs as a result of your voluntary return.
    • Unopened items should be returned in their original product packaging.
    • Please start this process by calling our Customer Care Team 1-800-367-7629. Please have your order # ready to reference. 
  • ORDER ERRORS 
    • Please report any order errors within 14 days.
    • Because the items we sell are considered perishable, no returns or credits will be accepted after 14 days for any reason.
    • We will credit you in the same manner as your original payment within 7-10 days. Please start this process by calling our Customer Care Team.
  • PRODUCT FRESHNESS
    • Since we do not use preservatives, our snack foods typically do not have a long shelf life.
    • Being committed to freshness means nothing will leave our facility with less than a 5-week freshness code.
  • PRODUCT DAMAGES
    • Although our snacks are packaged and leave our facility in perfect condition; some breakage will occur.
    • Snack foods are a fragile product by nature and some breakage can be expected due to the movement of the product within their original packaging.
    • Pretzels will experience some breakage and salt loss due to shipping. The breakage should be minimal. If the breakage is significant, or if your item has been damaged, please contact us within 14 days.
    • Please retain all packing materials for at least 5 days after notifying us. The shipping carrier reserves the right to examine the damage when we submit a claim to them.
  • OPEN BAGS
    • Sometimes bags may pop open due to a change in altitude or carrier mishandling.
    • In the event you receive any open bags, please contact us a within 14 days of receipt for a credit for the opened items.
    • Credit will be in the amount of the SRP indicated on the bag(s)
    • GIFT ORDERS
      • When ordering gifts online, please verify that all of your gift recipient’s information including names, addresses, and gift message are correct.
      • Once your order has been completed, it enters the fulfillment process and making changes become very difficult. If you feel you have made an error, please notify us with any errors immediately.

    Utz Customer Care Team
    1-800-367-7629

    Customerservice@utzsnacks.com

    Hours: 8:30 AM – 5 PM EST. Monday – Friday