Kilimanjaro Foods

If you live in a Single Family Residence, UPS will normally leave your package if you're not at home.

If you live in a Multi-Family Residence (2 or more units share the same entry door to the facility) UPS will NOT leave your package for security reasons.  Someone must be present to sign for the package due to UPS' experience with packages being inadvertently taken or stolen.

UPS will NOT DELIVER TO A P.O. BOX, NO EXCEPTIONS

Note: Signing the release section of the UPS InfoNotice left on your door will not result in delivery.

UPS will make a total of three (3) delivery attempts, sometimes 2 on a single day (M-F). After each delivery attempt UPS will leave a UPS InfoNotice telling you the approximate time of the next delivery. If after 3 attempts they still have not found you at home, they will hold your package at the local UPS office for five (5) additional days, during which time you can pick the package up.

Call 800-833-9943 to schedule a delivery date or make arrangements for pick-up at your local UPS facility. If after five days you have not picked up the package from the UPS office, it will be returned to us. Reshipment charges apply for orders returned for non-delivery.

AIR SHIPMENT SPECIAL NOTICE - If your package is being sent Next Day Air or 2nd Day Air, it will IMMEDIATELY be returned to our warehouse after the 3rd delivery attempt.  AIR PACKAGES ARE NOT HELD AT THE UPS OFFICE FOR FIVE (5) ADDITIONAL DAYS, unless you call 800-833-9943 BEFORE the 3rd delivery attempt.

1. Shop for items by clicking the different product categories shown in the left margin.
2. Place items into your shopping cart by selecting the quantity you desire and then clicking on the "Buy" button located next to the item.

You will receive an Order Number and Order Confirmation Number once your order has been completed.

After Checkout your Order Number and Order Confirmation Number will be displayed to verify receipt of your order. We recommend printing this screen for your records.

An Order Confirmation e-mail is also sent when an order is entered and an e-mail address is supplied to us in the Checkout process. If in doubt, contact us.

Pending - order is waiting to be processed

In Process - order is being prepared for shipment

Shipped - order has been shipped. Clicking on the tracking number provides you a scheduled delivery date for your order

BackOrder - order is waiting for a product(s) to arrive into stock (see "Do you SHIP PARTIAL ORDERS if an item is backordered?" for more information)

You can always change or cancel an order with a status of "Pending" or "Backorder".

Click on "Order Review". Enter your Order Number and Order Confirmation Number and click on the appropriate button for the function desired.

When editing, be sure to proceed through all "5 Easy Steps to Checkout". Any order information can be changed while in Edit Mode. You will receive a new Order Confirmation showing any changes you've entered, or a Cancellation e-mail showing your order has been cancelled.

Clicking on "Order Status/Track Order" shows the status of your order. If "Shipped", clicking on the tracking number provides you a scheduled delivery date for your order.

For a variety of reasons, despite diligent efforts in warehousing, inventory levels on computer systems can differ from what is physically in stock. When you placed your order our systems showed stock. However, when we began to process your order, we discovered the physical stock wasn't there - an infrequent occurrence. Subsequently your order was changed to Backorder status.

See "What does "BACKORDERED" status next to an item mean?" and "Do you SHIP PARTIAL ORDERS if an item is backordered?" for more information on managing your Backorders.

Due to the concern of our citizens and dangers regarding food product tampering, we have chosen to err on the side of caution by not re-shipping products that have been delivered to someone's home. Therefore we cannot accept returns, so be sure you're ordering the right product.

If the product was found to be damaged upon arrival, the wrong item was shipped or some other problem occurred with your shipment, please contact us through the "Contact Us" section. We apologize for any inconvenience and will gladly make right what was wrong.

We can ship to locations within the United States, including Alaska and Hawaii (via UPS) and to APO/FPO Military addresses (via USPS). At the current time we DO NOT ship to P.O. Boxes or Internationally.

Military Shipments - Proper Addressing:
For shipments to military addresses, the Department of Defense has requested that you use the service member's full name (with or without grade, rank, or rating). Also required is the unit designation and APO/FPO address with the 9-digit ZIP Code (if one is assigned, otherwise 5-digit). Do not include the base camp's city, as it might be incorrectly routed through the host country's mail system.

During checkout from this store, enter unit specific information in the "Address 1", "Address 2" and "Company" (if needed) fields. However, ONLY ENTER APO or FPO in the City field and then select the appropriate destinations in the State field (e.g. AA, AE, AP).

Examples:
SSGT Kevin Taylor
Unit 2050 Box 4190
APO AP 96278-2050

SGT Robert Smith
PSC 802 Box 74
APO AE 09499

Seaman Joseph Doe
USCGC Hamilton
FPO AP 96667-3931

Orders usually ship within 2 - 5 business days unless a backorder is indicated next to an item on the order. A Shipment Confirmation e-mail with tracking number is sent when an order is shipped and an e-mail address is supplied to us in the Checkout process.

See "I need my order IN A HURRY! What are my options?" for additional information.

Your order will be shipped via UPS. Available services include Ground, Next Day Air or 2nd Day Air. For transit times to your state, see "HOW LONG will it take my order TO ARRIVE once shipped?".

NOTE: Air shipping methods reduce the time in transit with UPS, not the time to process of usually 2 - 5 business days. See "I need my order IN A HURRY! What are my options?" for additional information.

Two options are available. One or both options can be used.

1. Air Shipment.
You can select Next Day Air or Second Day Air shipment services to reduce the time in transit with UPS.

NOTE: Air Shipping Methods reduce the time in transit with UPS, NOT the 2 - 5 business days for usual order processing.

2. Rush Order Service. Whether Ground shipment or Air, your order will receive Priority Processing for same-day shipment, reducing the order processing time from the usual 2-5 business days. Simply select the "Rush Order" option during checkout. The Rush Order fee is 10% of your product total or $10, whichever is greater.

Backorders, items temporarily out of stock, are infrequent and typically last less than 2 weeks. In rare instances, a backorder can last 3-4 weeks or more.

During the checkout process you have two options to choose from to let us know how to manage your order if an item you've ordered becomes backordered.

You can always change or cancel an order with a status of "Pending" or "Backorder". If an item you've ordered remains backordered, we will notify you and present available options.

You will receive a Shipment Confirmation e-mail as soon as your order has shipped.

"Temporarily Unavailable" indicates some type of extraordinary delay in the ability to produce the item causing an extended backorder. The item is not discontinued.

Reasons for delays can include difficulty in sourcing an ingredient, manufacturing facility production schedules, and other reasons. Unfortunately we don't always know the cause of the delay, nor when it is expected to be resolved. As soon as stock arrives, the "Temporarily Unavailable" status will be removed and the product will be available for ordering.

Products whose quality can be compromised if shipped during certain seasons (melt in the summer or freeze in the winter) are marked "Seasonal" during the appropriate period. In other cases, an item is only produced during certain seasons.

If you would like to order a product marked "Seasonal", contact us and let us know (click on "Contact Us"). If it's available, we'll be glad to ship it to you at your risk, of course.