1. How can I contact you?
2. May I make a change to my order?
3. What is your Return Policy?
4. How do you ship?
5. Do you ship Internationally?
6. What happens if my shipment is damaged?
7. What happens if I do not receive my package?
8. Can you find a specific Olive Oil for me?
9. How should I open my bottle?
10. What credit cards do you accept?
11. Do you offer Volume Discounts?
12. I have a coupon code. Can I use it?
13. What are the special terms for Novello during the 2022 Holiday Season?
14. Why does my product look different from the photo?

Answers…

1. How can I contact you?

   Please contact us by phone at 1-866-Olio2Go (1-866-654-6246) or email at customerservice@olio2go.com.

2. May I make a change to my order?

   Due to the nature of online ordering, we often process orders quite quickly. If you need to make a change to your order, including cancellation, we must be notified of the change within one hour from the time your order is placed. During the months of November and December, order modifications must be made within 30 minutes. Order modifications can only be made by email or telephone. We will confirm accepted changes. When orders are paid by Paypal, it is not possible to modify the order. Paypal orders must be canceled and re-entered. 

3. What is your Return Policy?

   We take great care of Italy's Finest Olive Oil to make sure that our products arrive in the best condition. Please note the characteristics of bitter and spicy are good olive oil characteristics. 
   
   If for any reason you are not satisfied with any Olio2go product please contact our customer service department by phone or email within 14 days of receipt. We will gladly issue a credit or replace the product. Our sales and coupon codes are for specific periods of time. We do not offer price adjustments. 

   In the rare event of a mis-packed box, please notify us within 5 days of receipt. Please contact us by phone at 1-866-olio2go (1-866-654-6246) or email at customerservice@olio2go.com

   For Pick Up in Store Orders: Orders canceled after the 14-day return window will be subject to a 50% restocking fee, if the product is in stock (with the same sku, lot number and best by date). If the product is no longer available, we will not provide a credit. 

4. How do you ship?

   We ship by UPS and our standard shipping options are UPS Ground, 2nd Day Air, and UPS Overnight. USPS packages may ship via  Ground Advantage, Priority Mail, or Media Mail (specifically for books). In the event of a strike or ground stoppage, we reserve the right to use alternate carrier.  
   
   We ship from Fairfax, Virginia, and our coast-to-coast shipments are generally delivered in seven calendar days. 
   
   Our $15 Flat Rate Shipping offer is valid to the lower 48 states. We will work with residents of Hawaii, Alaska, and territories to use USPS Flat Rate Boxes if desired. Shipments to Canada may incur customs fees.
   
   Customers are responsible for additional postage/courier charges due to improper addresses. A 50% restocking fee may be assessed on returns due to undeliverable addresses. We are not responsible for packages that are shipped to international reshippers once the initial delivery has been made.
   
   Orders returned to us will be held for 30 days before disposal.
   
   In the very rare event of a damaged package, we ask that you take the following steps. You can refuse a package from UPS or USPS and it will be returned to us. Once received, we will work out a solution with you.
   
   In the event you discover damage after delivery, we ask that you retain all packaging and send us photos of of the damaged products. It may be necessary for us to send a carrier to retrieve your package.
   
   Photos may be sent as an attachment to an email addressed to CustomerService@olio2go.com. If you prefer to send a picture via cell phone text, please send an email to CustomerService@olio2go.com to request the cell phone number.

5. Do you ship Internationally?

   We will ship to Canada if requested. Additional fees for Customs will apply. These fees are charged by Canada Post or other delivery services, upon arrival, and are assessed by the country where the goods are received. These are to be paid by the recipient. 

6. What happens if my shipment is damaged?

   In the very rare event of a damaged package, we ask that you take the following steps. You can refuse a package from UPS or FedEx and it will be returned to us. We will replace your package in full. 

   In the event you discover damage after delivery, we ask that you retain all packaging and send us photos of of the damaged products. It may be necessary for us to send a carrier to retrieve your package. 

   Photos may be sent as an attachment to an email addressed to CustomerService@olio2go.com. If you prefer to send a picture via cell phone text, please send an email to CustomerService@olio2go.com to request the cell phone number. 

7. What happens if I do not receive my package?

   We can best provide assistance in locating missing packages when we are notified promptly. Please contact us within 10 business days of the shipping date. Olio2go is not responsible for shipping delays due to weather or carrier malfunctions. We will work with you with regard to the carrier's terms.

   Packages returned to us with valid or invalid addresses may be refunded, and may be refunded with a 50% restocking fee. This is subject to the manager's approval.

8. Can you find a specific Olive Oil for me?

   We love to hear the stories of your trips to Italy and we will consider adding your requested oil to our store. Our customers make great recommendations. Sometimes, we are unable to add the olive oil you've requested and we will make recommendations of oils from the same region and olive varieties.

9. How should I Open my Bottle?

   Our producers use innovative capping systems to best preserve the olive oil. Additionally, the EU has implemented non-refillable caps. Most current bottles have a "valve" inside that needs to be dislodged for the oil to pour through the clear pour spout. With the cap on give your bottle a firm hit on the side or bottom with your hand. If you have further difficulty, please call us before proceeding. 

10. What credit cards do you accept?

    We accept Visa, MasterCard, and American Express.

11. Do you offer Volume Discounts?

    We offer a 10% case discount on six (6) of any one item (SKU). If the shopping cart does not let you put six in the cart, we may be low on stock. Please send us an email and we will let you know how soon a full case will be available. Gift sets are an exception to the 6-pack pricing. Items on our sale page are discounted and excluded from 6-pack pricing.
    
    This is a a great way to get the best value on the olive oil you love most.

12. I have a coupon code. Can I use it?

    Our promo/coupon codes are issued infrequently and for defined periods of time. They are not good on prior purchases, nor on gift certificates. They may not be combined with other promotions. 

13. What are the special terms for Novello during the 2024 Holiday Season?

    Orders containing designated pre-orders will ship when complete. We anticipate shipping this pre-order during the first 10 days of December. This year, payments will be processed at the time of purchase. We advise placing separate orders if you have an immediate need for products that are currently in stock.

14. Why does my product look different from the photo?

    Please note: Product labels and product packaging are subject to change. Important information such as, harvest date, best buy date and size will be noted in the website description.

    For any additional product information, please contact us directly here.