Shipping Policy

  • How do you calculate shipping costs?

    Shipping costs are calculated based on the weight of the products and packaging. Some locations may have a higher shipping cost as dry ice is required to ensure temperature compliance during shipping due to the distance and shipping time required.

  • What is the estimated delivery time?

    The estimated time of delivery is within 3 working days for domestic orders and 15-30 working days for international stocked orders. We aim to get all our orders shipped within 4 to 5 days from the warehouse either in Utah, United States or Scotland, United Kingdom.

  • How will the delivery be completed?

    We try to process all deliveries through reputed courier companies like UPS, USPS, DHL and Fedex. In some cases, your zip code is not serviceable by these courier companies, we use a private courier for those deliveries. If there is no courier service available in your area, we will get in touch with you and try to work out a convenient alternate delivery location that is serviced by our courier partners.

    If your delivery falls within our locale network our inhouse courier service will be used to deliver your order with no extra charges to you. Often times we will batch these deliveries with other orders in your area. If this system is used you will be sent an email or SMS message with tracking links for your delivery and driver.

  • How are items packaged?

    All items are carefully packaged as to avoid any form of damage. To keep in standards with temperature compliance we use specially engineered packaging insulation made from recycled materials to insulate the containers.

    If we deem it necessary based on delivery locations, speed and time we may include dry ice in the packaging. When shipping pies or slices dry ice is often included for quality of product.

  • Who would be responsible for damaged or spoiled items?

    Each case will be investigated by our returns and compliance department and the outcome will be notified to you. To begin a returns process please email online@howells.us and request a RMA form from our R&C department.

    The investigation and tracing can take some time to complete, as such, we ask for you patience as we complete this process. A standard time for this process is roughly two weeks.

  • Do you ever complete split deliveries?

    From time to time we may split your order up into multiple boxes or split the delivery into multiple shipments. Some reasons for this would be due to stock levels, importation delays or different temperature requirements.

    Ultimately, we desire for the best experience possible for our customers if you wish to not have a split delivery please let us know as we will automatically make the choice based on our flows and experience. You can ask for a full delivery by emailing online@howells.us and your account will be noted as such.