Frequently Asked Questions
Our customer service is available by email at kevin@felixpotin.net or by telephone phone at 917-5254784
Customer service is open
Monday from 9am to 4pm EST
Tuesday through Thursday from 9am to 7pm EST
Friday and Saturday from 9am to 4pm, EST.
Q. What happens if one of the products in my order has been back ordered?
A. If one of the products in your order is on backorder, you will get the products in one shipment once we have everything back in stock.
Q. Can I combine vouchers or coupons in the same order?
A. No, you cannot combine vouchers or coupons in the same order.
Q. Will the invoice be in my gift order/packing slip?
A. No amount is included in your gift order/packing slip.
Q. How long does it take for a product to get back in stock if it has been backordered?
A. Many of our products are imported directly from France and can take up to a month to get them back in stock
Q. My order was delivered with visible damage to the outside cardboard shipping carton, and there was damage to the products inside.
A. Please contact the shipping company (FedEx, UPS, or USPS) directly, and make a claim for a damaged delivery.
Q. I received my package but some of the products ordered were missing or crushed.
A. If you received your package and there was a problem with the order, please take pictures. We will then file a claim for you, but we MUST have pictures of your order in order to do so.
Q. Can I change my order?
A. You can only change your order ONLY if it has not yet shipped from our fulfillment house.
Q. Can I cancel my order?
A. You can cancel your order ONLY if it has not yet shipped from our fulfillment house. You MUST call customer service as quickly as possible following your order to request cancellation.
Q. I am unhappy with the product. Can I have a refund?
A. We cannot make refunds on food products.
Q. I used a voucher during my order and the discount was not properly applied. What should I do?
A. Do NOT complete your order if the coupon code does not work. We cannot retroactively enter a coupon code to an order. Contact customer service via email or phone and we will check what’s going on with your coupon.
Q. I tried to enter my voucher number and it does not work. What should I do?
A. Please make sure to enter your coupon code EXACTLY as it appears. This includes dashes, upper case letters and lower case letters. If your voucher still does not work, please email or call customer service and explain your problem clearly.
Q. I emailed customer service and did not receive a reply, why?
A. Customer service answers emails in the order that they are received. For faster response, please contact customer service via telephone at 917-525-2486.
Q. I was promised a reship of my product but still haven’t received it. Where is it?
A. If your order was damaged or missing items, AND you provided pictures with your claim, a new order for re-ship is created manually and might take up to a week or more. This could be extended if the product is out of stock.
Q. I received a double order and I do not want to be charged twice. Why did I receive two orders?
A. This is an error by the fulfillment company and we request that you email us or call us with your order number to investigate the matter.
Q. I was promised a refund and still haven’t received it, why?
A. If you used a credit card for your order and were told by customer service that you would receive a refund, you will receive the refund only after your original credit card charge has been processed. Please note that we cannot create a refund if your original credit card transaction is still processing, or, if you block the payment with either Paypal or your credit card company.
Q. Can I have a full refund on my voucher?
A. If you want a refund for a voucher, you must contact the voucher company where you purchased it directly. Please note that only UNUSED vouchers can be refunded.
Q. I ordered my product and want an Estimated Time of Arrival. Can I have that?
We can only give you an ETA on products that are in stock. This is usually 2 to 3 business days.
Q. Are any of your products KOSHER?
A. The Pate de fruits are certified Shield Star K Dairy, and the All Natural Truffles are Triangle K Dairy (Please note that the Cappuccino and Champagne truffles are NOT kosher)
Q. Are your products GLUTEN FREE?
A. The following products are gluten free: Truffles All Natural, Truffles All Natural Champagne and Truffles All Natural Cappuccino.
Q. The amount that I was charged for shipping was different from the amount written on my voucher. How do I get a refund?
A. Go ahead and place your order, then email or call customer service at: kevin@felixpotin.net or 917-5254784. Once you give us your voucher code, we can confirm the correct amount for shipping and refund any difference.
