Ordering

Caveat Emptor. Please confirm the destination address. The most common problem we see is typing in an old or bad address. Call us to change a delivery address and have your credit card ready. We pay UPS $18.75 for a delivery intercept. You also have the option of having your order held at a UPS store near the correct destination for pickup at no charge or the order recipient may go to My UPS on ups.com and change the delivery. We cannot take responsibility for addresses entered into our website incorrectly. Please do not ask us to change or cancel an order once placed. Our warehouse operation moves very fast and we cannot locate your order in our warehouse. Obviously, we cannot change your order once shipped.

Merchandise returned to us which UPS cannot deliver can be reshipped at your expense. Please do not request refunds on food items which are returned to us as non-deliverable. Per our policies below, food is never refundable unless defective.

Please consider the temperature at your shipping destination before selecting a shipping method. It is both too cold or too hot in many destinations. Choose overnight shipping or non-perishable items, if in doubt!

How do I place an order?

Tonyssmokehous.com accepts on-line orders through our website and phone orders. For your protection, we do not accept email orders. Please do not put your credit card number in an email.

Once you have found something you like click on the “Add to Cart” button. The product will be added to your shopping cart. When you have finished selecting items you would like to purchase, enter your Postal Zip Code to calculate shipping. Then click on the “Checkout” button to complete your order.

Or, to check out from Your Account:

Step 1. Sign into Your Account

Step 2. Verify shipping and billing information. Select a shipping method and click “Continue.”

Step 3. Verify information and click “Enter Payment.”

Step 4. Enter payment information and click “Submit.”

If you are looking for a specific product, use our website’s internal search tool. Search can look up by the manufacturer, product name, product type, color, or keyword.

Please note that for your protection, all credit cards are verified online. Tonyssmokehouse.com may take additional steps to confirm the validity of cards.

Faxing or mailing an order is possible, but because of the time lag, the items you order may be out of stock. We will try to fill your order timely, but be advised that our operations are designed around the internet. We do not recommend emailing orders due to the lack of security of credit card information.

Store Merchandise

We do not stock all of the items carried in our stores. If you saw something in a store that you can’t find online even after doing a search, we may not have it in our distribution center. Please order from the items on our website. We recommend you call the store directly.

Can I place an Order via email?

No. We do not recommend ever sending credit card information via email.

How do I create an account?

Just click on the “My Account” link at the top of our main Web page. Then fill out the brief form, and click “Submit.” It’s that simple. Your information is confidential, and we never will sell, exchange or market it in any way.

Can I have my order shipped to a PO Box or a military address (APO or FPO)?

Absolutely! Your package will be shipped using US Postal Service. The law prohibits shipping of alcohol to P.O. Boxes or military addresses. US Postal packages are normally delivered within 3 to 5 days. However, please allow up to 2 weeks for delivery.

Do you ship internationally?

Sorry, but during the holiday season, we cannot accept or ship any international orders.

Can I change or cancel my order after it has been placed?

We place a high priority on the speedy processing of your order. It begins immediately after you complete your purchase. For those reasons, once the payment is processed, no changes to an order can be made. In rare instances, we can change or cancel your order if it has not yet reached the shipping process. We absolutely need to hear from you quickly and you need to know that you communicated with us. Do not rely on voicemail or email to cancel an order. In most cases, we will advise you to use your tracking number to redirect the package delivery destination to be returned to us for a $13 charge. Please shop carefully.

How much does shipping cost?

Your shipping charge will be calculated at checkout. Our shipping charges are based on shipping weight plus any additional carrier charges. You can estimate shipping within the shopping cart by clicking on the “Estimate shipping cost” link and entering the destination zip code. In some cases, tonyssmokehouse.com will ship your order via a method other than the one displayed at checkout if it is faster or more secure.

Please note that during some free shipping and discounted shipping promotions, we quote Ground rates as the basis for the discounted or free shipping. Our actual rates may be higher than the Ground Rates that appear on our website.

When will I receive my order?

Orders placed before 11 am PST typically ship the same day. Tony’s Smoke House ships via UPS and the US Postal Service (USPS), and selects the best shipper to deliver your package on time. However, please be aware that any delivery dates provided at check-out are estimates and not a guaranteed delivery date. The following are published delivery time guidelines for each shipping option.

The following are subject to change based on weather and time of year:

Ground Shipping in the Oregon and southwestern Washington: 1 business day

Ground Shipping outside of the Pacific Northwest: 2-7 business days, depending on location

Express: 3-5 business days

Overnight: 1 business day

Shipping time excludes the day the order was placed (if placed after 11 am PST), weekends and holidays. Please add extra time for delivery during the holiday season and other observed holidays.

Ground shipping is not available to Alaska, Hawaii, US territories or foreign countries.

How do I track my order?

When your order ships, you will be sent a shipment notification email. That email will contain a tracking number for your order. You can also click “Order Status” on the bottom of our website. You can click on the tracking number link to be taken directly to the UPS or USPS website to track your order. You can also contact customer service for tracking information: customerservice@tonyssmokehouse.com, (503) 655-2488 (Portland area) or (800)-755-6885.

What if my package is lost or damaged in transit?

Your order will be carefully packaged to ensure optimum quality upon arrival. However, if your order arrives damaged please contact us. We will ask that you provide pictures of the damaged product and the package it was shipped in. We will work with the shipping carrier to open a damage claim and replace your product. To expedite this process, you may wish to contact the shipping carrier directly. Tony’s Smoke House is not responsible for packages lost, stolen or otherwise missing. If you are concerned about a package reaching the recipient, we highly recommend requesting Signature Required Service. For a very small fee, the shipping carrier will only deliver if a person is present to sign. We can contact the shipping carrier, open a lost package claim and work with you to locate the missing package.

Returns & Replacements

Tonyssmokehouse.com accepts on-line orders through our website and phone orders. For your protection, we do not accept email orders. Please do not put your credit card number in an email. Tony’s Smoke House will accept returns of your non-edible products within 30 days of purchase. Please ship the items you wish to return or exchange, along with your receipt and/or packing slip to:

Tony’s Smoke House Returns
1316 Washington Street
Oregon City, Oregon 97045

•Food and drink items cannot be returned.

• We accept returns and exchanges within thirty (30) days of receipt of your shipment.

• During holidays, returns are accepted within fourteen (14) days after the holiday date.

• Returned products must be in new, unused condition and with original packaging.

• You are responsible for paying shipping costs associated with returning your item(s) to us.

• The original shipping charge from your order is non-refundable.

• Returned items deemed unsellable (used, worn, dirty, etc) are non-refundable and will be shipped back to the customer at their expense.

Please contact us if you have any questions: (503) 655-2488 (Portland Area), toll-free at (800)-755-6885 or customerservice@tonyssmokehouse.com

Please shop carefully. Once you enter an order, our warehouse processes orders fast and there is very little chance that we can cancel or change your order before it ships. You can go to UPS.com and use package redirect to have the package returned to us or ship somewhere else. There is $18 charge. You may also decide to take delivery.

Defective Merchandise?

We will gladly replace a defective item returned to us for replacement. The return will be for the same item only. Upon receipt of the item, we will inspect it to confirm that it is defective. Please note that if the product is determined to not be defective, you will be responsible for shipping back to you. To facilitate this process, we recommend that you email a digital photo of the defect prior to return. Some hand-crafted items can have cosmetic blemishes that are characteristic of the product which is not considered defects.

Payment

What types of payment will www.tonyssmokehouse.com accept?

We accept PayPal, American Express, Discover, MasterCard and Visa. Your credit card will process when you click the “Submit Order” button. You will receive a confirmed order number once your payment has processed. Credit cards are verified online. If your card is rejected, please contact the card issuer. For your protection, Tony’s Smoke House may also try to contact you by phone to confirm your purchase. If we cannot reach you by phone, we may at our discretion cancel your order for your protection.

Can I pay my online order with a Tony’s Smoke House Gift Card?

Our website only accepts Paypal, American Express, Discover, MasterCard and Visa. Please call Customer Service at (503) 655-2488 (Portland Area), toll-free at (800)-755-6885 and we will gladly assist you in a placing an order using your gift card. Credit cards are verified online.

What if my coupon doesn’t work?

If your coupon code has not expired and is not working, we are likely running a site-wide sale. Coupons may not be used during these times.

UPS will return shipments to us after 3 delivery attempts. Our policy is that it is your responsibility to ensure someone is present to receive a package and to select an address we can ship to. If after 3 delivery attempts you wish to have your package delivered to another address, we will do so at an extra charge. Please follow the status of your order using UPS tracking information!

Products & Pricing

Do you guarantee the quality of your products?

Absolutely! We are so confident of the exceptional quality of our products that we guarantee each and every item. If you are not satisfied, just call our Customer Service team within 30 days of receiving your order, and we will take care of the problem. You’re welcome to exchange any product for something different. We will gladly issue a refund with proof of purchase. However, we cannot guarantee orders for which we are given an incorrect or incomplete address.

How do I know if an item is available?

All orders are subject to availability. We make every effort to keep our online inventory up to date, however, if an item you ordered is out of stock, we will notify you prior to shipping your order. In select cases, Tony’s Smoke House reserves the right to make substitutions with products of equal or greater value in order to meet your ship date requirements. When your website order is placed, it is automatically processed so that our system can ship your order out as soon as possible; therefore a change of ship date may not be possible.

What is the “Best By” date that is printed on some foods?

You might find a Best By (or Best if Used By) date on some food products sold by Tony’s Smoke House. Best By dating refers to the optimal time to purchase the product for peak flavor and quality. It does not refer to a safety date. The USDA recommends that even if the Best By date expires before consumption, a product should be safe, wholesome and of good quality if handled and stored properly in your home.

What is your perishable shipping policy?

Perishable products include chocolate, cheeses, meats and gift packs containing any of these items.

We require Overnight Shipping for delivery of perishables to warm weather regions (temperature over 70° F) to ensure freshness during the spring and summer and we strongly recommend Overnight shipping all year. It is ultimately your responsibility to choose the correct shipping method for weather conditions. Between May 15 and Oct. 15, all perishable products will automatically ship with Overnight delivery. To ensure quality, we ship perishables on Monday, Tuesday and Wednesday only. Orders received after 11:00 noon PST on Wednesday will not be shipped until the following Monday. In our many years of experience, our practices are safe. If you choose to ignore our recommendations, we assume no responsibility.

Are prices online the same as at your stores?

The prices posted on our website are exclusively for shopping at www.tonyssmokehouse.com. Our online prices reflect the hard bargains, very best buys and special purchases our buyers can get so that we can pass these low prices on to you. Similarly, you may find special sales and discounts in our stores that may not be available online.

Important Notes about Discounts, Sales and Promotional Offers

Tony’s Smoke House reserves the right to discontinue any discount, sale, or promotional offer at any time without notice.

Discounts may not be applied to previously placed orders.

Free shipping: offers are always limited to Ground Shipping only and only in the continental USA. If a product that is shipped directly from the distributor or manufacturer, any additional items may result in additional shipping charges.

Buy One Get One free offers: discount will always be applied to the lowest priced item in the offer, if applicable.

All offers are subject to stock on hand availability.

Discounts and promotional offers advertised online or via email apply only to purchases placed online. Phone orders may receive the discounts at the discretion of Tony’s Smoke House. Online discounts are not available in stores.

Store coupons and sale and promotional offers are not good for on-line purchases unless specifically stated that the coupons or discounts are good in all locations including the internet.

Important note: if a free shipping promotion applies to orders over a specific value, the dollar amount is for each destination. An order with one destination which is above the minimum value and one order below the minimum will result in the one package below the minimum to be charged for shipping.

Buy one, get one free promotions are subject to product availability and may be discontinued without notice. We reserve the right to substitute products of equal or better quality on any order.

Technical Help

Why can’t I add items to my shopping cart?
When this happens, our experience is that your Cookies may not be enabled. To use our site, your web browser must be set to accept Cookies. To set your browser to accept Cookies, look under “Preferences” or “Options” in your browser. We have also experienced incidents where your employer’s firewall may be blocking our Cookies.

Why do we require Cookies?

Tony’s Smoke House uses Cookies to enable the purchasing process. Once you close the browser, the Cookies are gone. Cookies are enabled by default in most browsers, but if you have disabled your Cookies you may have problems ordering from us.

What if I am having technical problems shopping or checking out on your site?

Many technical problems can be traced to the use of outdated browsers. Our Checkout function will not work if you are running Internet Explorer 6 or an older operating system. To ensure the highest level of security and the best possible shopping experience, our website is designed to work with the newer browsers: Internet Explorer 7 or newer, Safari 3 or newer, Google Chrome, Firefox 3 or newer.

For technical assistance, please Email us at customerservice@tonyssmokehouse.com or call ((503) 655-2488 (Portland Area), toll-free at (800)-755-6885.