Frequently Asked Questions

Products

  • My order is a gift. Can you include a gift message when the order is shipped?

    Yes, you can specify a personalized message free of charge when placing your order. Simply click the “Add Free Gift Message” link during the checkout process.

    Because many of our orders are to be used as gifts, we do not include an invoice/packing slip/receipt with an order when it is shipped.

  • Do you offer gift certificates?

    Yes, gift certificates can be purchased (minimum $10) by clicking here.

  • Do you offer scone subscriptions?

    Yes, three month, six month, nine month, or year long subscriptions can be purchased in our online store. Just click the “Subscribe” link before adding your item to the shopping cart and specify the length of subscription you would like to purchase. Subscriptions make wonderful gifts!

  • Do you offer gluten free scones?

    Not at this time. Our facility is not of sufficient size to prevent cross contamination. We hope to be able to offer a gluten free selection one day.

Ordering

  • How can I place an order?

    You can order online through the ORDER link on our website, or you can give us a call at (205) 991-0442. If you happen to be in the Birmingham, Alabama area, you can also stop by our shop at 210 Cahaba Valley Road, Pelham, AL, 35124.

  • Can Highland Gourmet Scones help me provide corporate gifts?

    Yes! We have served many of our corporate customers for years to provide new client welcome gifts, employee appreciation gifts, holiday gifts, as well as many other occasions.

Shipping

  • What is your shipping schedule?
    We ship Monday, Tuesday, and Wednesday every week, except for cases that the shipping carriers are not operating (holidays, for example). We do not by default ship Thursday in Friday to reduce the chance that shipments sit with the shipping carriers over the weekend. If you require shipping to take place on Thursday or Friday, we are happy to accommodate this if you give us a call at 205.991.0442.

  • How are your shipping fees determined?

    The fee associated with any order shipped by Highland Gourmet Scones comes directly from our shipping partner, with nothing added by us. We prefer to take this transparent approach to shipping fees so that the true cost of shipping is understood. Our scones have the same cost whether you send them via carrier or pick them up in our store. The shipping fee is required because a carrier is needed to deliver your order if you are unable to pick it up from us directly.

  • Do you offer free or flat rate shipping?

    Not at this time, and truthfully, no business really offers “free” shipping. Carriers (FedEx, UPS, and USPS) require payment to transport goods from one place to another. Whether this cost is shown as a discrete line item as it is when you buy from Highland Gourmet Scones, or hidden in an elevated price for the item you are purchasing under the guise of “free shipping,” the cost must be paid regardless. We prefer at this time to be forthright with the cost to ship our product to you or your recipient.

  • Are there suggestions on how to minimize shipping costs?

    Yes! There are three primary ways we have found that have helped our customers:

    • Ship to a business address - Shipping carriers charge lower rates overall to deliver to a business than they do to deliver to a residential address. Sometimes this difference can be significant (up to 30% lower in some areas). Try entering your work address (or that of your recipient) during checkout.

    • Order multiple items – While this may sound self-serving, it is true that most of the cost of shipping is tied up in the first item to be shipped. The additional weight and package size that comes from second, third, or fourth item in the same package only results in an incremental fee increase. As long as an entire order can be sent in one package (usually up to eight large tins, or twelve small tins), this is a great way to reduce the per item cost of shipping.

    • Send multiple items to the same address – This applies when you have gifts being sent to people at different addresses. If you have the option of receiving your order directly and then delivering your items yourself (“playing Santa Claus”), your shipping costs can be reduced considerably. Shipping multiple items to one address is always less expensive than shipping several single items to multiple addresses.

  • What should I do if there are problems with my shipment?

    Thankfully the carriers we partner with are very reliable. However, issues can arise and they are often able to help resolve them very quickly. Due to the time sensitive nature of dealing with a perishable product, you must notify us within 48 hours of an issue occurring. Outside of this window, there is likely nothing that we can do to help.

    • If the carrier’s tracking results indicate that the order has been delivered but you or your recipient have not yet received it, there are a couple of steps to take. First, check other entrances where the package could have been left. These might include side or patio doors, garage doors, or the front desk if the delivery is being made to a condominium or apartment. Next, check with neighbors in close proximity in case delivery was simply made to the wrong address. If you are still unable to locate your package, the next step is to contact the carrier directly. Have your tracking number available so that they can conduct an investigation on their side. Please let us know if these steps do not result in a successful delivery of your package.

    • If your package is damaged when it is delivered, please take pictures of the damage to the scones, the tin, and the shipping materials and send this information to orders@highlandgourmet.com. We will gladly file a claim on your behalf with the carrier. Please note that this claim usually takes between three and ten days to complete. Once the claim is resolved, you will have the option of receiving a replacement item or a refund of your purchase price. Please note that photographic evidence is required before we can initiate a claim with the carrier for damage. Without this supporting evidence, we are unable to file a claim and a replacement/refund will not be possible.

  • What if my shipment is delayed?

    • As of April 2021, FedEx and UPS reinstated the delivery-day guarantee for some of their Overnight services. If you choose an Overnight service for your order and it does not arrive on the Estimated Delivery Date, please contact us and we will request a reimbursement* of your shipping fee from the carrier. These are the only services for which a service guarantee is in place at this time.

    • FedEx and UPS have not reinstated the delivery-day guarantee for their standard services (Home Delivery, Ground, etc). If an order shipped via standard service arrives after the Estimated Delivery Date, carriers do not offer reimbursement of shipping fees at this time, nor will a reimbursement be offered by Highland Gourmet Scones.

      *Please note that since we are only able to control when an order is shipped and not when it is delivered, this reimbursement only applies to the carrier-mandated shipping fee on the order and not to the cost of the item purchased from Highland Gourmet Scones.