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FAQs

ORDERING

What are the dates for the 2017 honey sale?

  • Orders will be accepted beginning in late-May and throughout the High Holidays or until we are sold out. Shipping to US destinations is free through July 24th, 2017.  Applications to become a Honey From The Heart distributor are always welcomed.

What is the last date I can order honey?

  • We will accept orders throughout the High Holidays or until we are sold out. (Late shipping fees apply to orders placed after July 24th).
  • We guarantee delivery by Rosh Hashanah for all orders sent to domestic addresses that were placed by August 31st.

I missed the July 24th deadline for ordering with free shipping. What is the latest date I can order honey and have it shipped in time for Rosh Hashanah?

  • Orders will be accepted throughout the High Holidays
  • We guarantee delivery by Rosh Hashanah for all orders sent to domestic addresses that are placed by August 31st.

Why isn’t the price shown on the website?

  • Honey From The Heart is sold through a network of participating Jewish organizations across the United States and each of these groups sets their own selling price. You can determine the price for an individual jar by adding a jar to your shopping cart, or you can contact your organization’s honey chairperson for pricing information.

Can I order honey if my organization doesn't participate as a Honey From The Heart distributor?

  • Of course! Just click the NEW ORDERS button and select the “I’m a first time buyer and I’m not affiliated with a participating organization”. We hope you will tell your organization about Honey From The Heart.

Why won’t the website accept the address I entered?

  • Honey orders that qualify for free shipping are delivered by bulk mail and the U.S. Postal Service (USPS) has much stricter requirements for bulk mail than they do for first class mail. An address that you’re accustomed to using when you mail something by first class mail may, in fact, have a slight error or non-conformity and the USPS prohibits us from including any addresses in our bulk mailing that don’t fully comply. To ensure compliance with USPS regulations, we test every mailing address right when you enter it in your order and we reject those that our system finds to be non-compliant.
  • We are required to validate the street address as well as the existence of an actual mailbox at that address to which the mail carrier can deliver. Our website does Delivery Point Validation (DPV) and basically validates that there is a mailbox at a particular street number and/or unit number. On rare occasions, a correct address may be rejected and this is often because a specific unit number cannot be found in the USPS database. It could also be a new or rural address. Please refer to the USPS website’s lookup tool to research rejected addresses.
  • If you’re positive that the address you entered is correct, notify us at support@orthoney.com. Please provide your name, your organization’s name, your order number, the full name and address you tried to enter, and the personalized greeting you would like on the gift card. We will research the address and add it to your order if necessary.

The USPS Zip-code lookup tool finds the address. Why don’t you?

  • We are required to validate not only the street address but also the existence of an actual mailbox at that address to which the mail carrier can deliver. If you enter a correct street address along with a unit number that the U.S. Postal Service (USPS) doesn’t recognize, the address will fail DPV (Delivery Point Validation). You can check if an address is compliant by using the Zip-code lookup tool and then clicking the “Show Mailing Industry Details” below the address that is displayed. A  window will appear and at the very bottom is a field called “DPV Confirmation Indicator”. The DPV code must be “Y” or our system will reject it. If it does say “Y” and our system rejects it, the issue is likely that the address is very new; when brand new addresses appear, there is a period of time where the USPS has the address and we do not. We update our data monthly, so it should take less than 31 days for the address to be added.
  • If you’re positive that the address you entered is correct, notify us at support@orthoney.com. Please provide your name, your organization’s name, your order number, the full name and address you tried to enter, and the personalized greeting you would like on the gift card. We will research the address and add it to your order if necessary.

I want to change an order I placed. How can I do that?

  • • After your order has been checked out, you can retrieve it to make changes through July 24th. After July 24th please contact support@orthoney.com to determine the status of your order. If your order has not been processed for shipment yet we will update it for you.

I want to add to my order. How can I do that?

  • Go to your organization’s honey storefront and select the third option (already ordered honey this year).  Enter your 2017 order number or fill in the other information to locate your 2017 order.  Click “add a new recipient” and proceed to check out when you are finished adding.

I need to delete a jar from an order I placed. How can I do that?

  • After your order has been checked out, it is not possible to delete a jar. If you cannot reassign the jar to a new recipient (by July 24th), please notify us at support@orthoney.com and if we haven’t processed your order yet, we can flag the jar so it won’t be shipped and also issue a refund if necessary.

I found out that someone I ordered honey for has moved or will be moving before the holiday. Can you change the address I gave when I placed the order?

  • You can modify anything on your order through July 24th by clicking logging into your account and clicking on your order. After July 24th, please contact support@orthoney.com to determine the status of your order. If your order has not been processed for shipment yet we will update it for you.

Someone I ordered honey for has passed away. Can I change my order?

  • You can modify anything on your order through July 24th by clicking logging into your account and clicking on your order. Once you’ve pulled up your order you can change the recipient name and/or redirect the honey to someone else entirely.  After July 24th, please contact support@orthoney.com  to determine the status of your order. If your order has not been processed for shipment yet we will update it for you. If you cannot reassign the jar to a new recipient (before July 24th, please notify us at support@orthoney.com  and if we haven’t processed your order yet, we can flag the jar so it won’t be shipped and also issue a refund if necessary.

I accidentally misspelled something on my order. Can I fix it?

  • You can modify anything on your order through July 24th by clicking logging into your account and clicking on your order. After July 24th, please contact support@orthoney.com to determine the status of your order. If your order has not been processed for shipment yet we will update it for you.

DELIVERY

Has my order been shipped?

  • All honey orders that qualify for free shipping (ordered by July 24th) will be mailed from Atlanta, GA between August 29th and September 5th by bulk mail. Orders placed after July 24th will be sent by first class mail about 2 weeks before Rosh Hashanah. Orders placed less than 2 weeks before Rosh Hashanah are sent by first class mail within 3-5 business days of ordering.

Some of my recipients received their honey several days ago, so why is it that some of my other orders have not been received yet?

  • Honey orders submitted early enough to qualify for free shipping are delivered by bulk mail and delivery times can range from a few days to a few weeks. Honey ordered after the free shipping deadline is sent by first class mail and will generally arrive within a week of shipping.

I just found out that someone I ordered honey for moved and their order was already shipped. Will the package be forwarded to their new address?

  • Orders that qualified for free shipping are sent by bulk mail which the post office will not forward. Therefore, to ensure delivery to the new address you will need to place another order (shipping charges will apply).  If you paid shipping charges for the original order, it will be sent by first class mail and should be forwarded to the new address.

I just found out that someone I ordered honey for is out of town and their order was already shipped. Will the package be held at the post office until they return?

  • Orders that qualified for free shipping are sent by bulk mail which the post office will not hold. To ensure delivery you will need to order another jar (shipping charges will apply). Please contact support@orthoney.com to request a specific reship date if necessary. If you paid shipping charges for the order it will be sent by first class mail and should be held at the post office for as long as necessary per the recipient’s hold order with the postal service.

I ordered two (or more) jars to be sent to my home but only one arrived. Where is the other jar?

  • Honey orders submitted early enough to qualify for free shipping are delivered by bulk mail and every package needs to be the exact same size and weight. Therefore, each jar is sent individually and they may not all arrive at the same time. Orders of 8 or more jars to a single address are typically packaged together and shipped by UPS Ground.

Can you track my order?

  • Honey orders are sent through the US Postal Service by bulk mail or first class mail (depending on order date) and neither of those mail services offers tracking. Orders of 8 or more jars to a single address are shipped by UPS Ground and can be tracked.

Rosh Hashanah is almost here, so why hasn’t the honey arrived yet?

  • Honey orders submitted early enough to qualify for free shipping are delivered by bulk mail and delivery times fluctuate considerably.  Each local post office handles bulk mail deliveries differently.  As long as the honey arrives by Erev Rosh Hashanah September 20th, 2017), it is considered to be “on time.”

On time delivery guarantee

  • We guarantee delivery by Rosh Hashanah for all orders sent to domestic addresses that were placed by August 31st.  If you are aware of an order that did not arrive by September 20th, email the order number and recipient’s name to support@orthoney.com after Rosh Hashanah. We will ask you to confirm with the recipient that the package did not arrive. Once confirmed we will ship another jar to that recipient, along with a letter of apology, at no cost to you.  We cannot guarantee on time delivery for orders placed after August 31st or for orders shipped outside of the U.S.

Rosh Hashanah has passed and one of my honey jars was not received. What can you do?

  • Please confirm that the honey was truly not received by asking the recipient whether or not they got it (the absence of a thank you from the recipient is not always a sufficient indicator). Once you are certain that the honey was not received, please contact your local chairperson or support@orthoney.com as soon as possible and no later than 60 days after the holiday. Provide the name and address of the person who did not get their honey and we will gladly re-ship another jar to them along with a letter of apology (to U.S. destinations only).

Please visit our shipping page for more information.


TAX DEDUCTION INFORMATION
For purposes of determining value of goods provided, you should use $5.25 per jar.