Frequently Asked Questions
Have a question? We’ve answered the most common ones below. If you still need help, feel free to contact us anytime.
Shipping & Orders
When will my order ship?
Most orders are processed within 1–2 business days. Orders containing perishable items are shipped Monday through Wednesday to help avoid weekend delays.
How long does shipping take?
Delivery times vary depending on your location and shipping method selected at checkout. Most orders arrive within 1–5 business days after shipment.
Do you offer free shipping?
Yes, we offer free standard shipping on qualifying orders for non-perishable items within the contiguous United States. Orders containing perishable items are not eligible for free shipping.
Can I ship to a P.O. Box?
We can ship select dry goods orders to P.O. Boxes. Orders containing perishable or temperature-sensitive items require a physical street address.
Why is my order split into multiple shipments?
Orders containing both perishable and non-perishable items may ship separately to ensure proper handling and temperature control.
Will I receive tracking information?
Yes, you will receive a shipping confirmation email with tracking details once your order has shipped.
Perishable Products
Do I need to be home to receive my order?
We recommend being available at the time of delivery for orders containing perishable items to ensure the best product quality.
My ice packs arrived melted — is that normal?
Yes. Ice packs are designed to maintain temperature during transit and may arrive partially or fully thawed. This does not necessarily indicate that the product has been compromised.
Are your products safe if they arrive at room temperature?
Many traditional Italian products, such as aged cheeses and cured meats, are stable for short periods outside refrigeration. These products are intended for cooking or consumption shortly after delivery.
Can I return perishable items?
No. Due to their nature, all perishable products are final sale.
Returns & Refunds
What is your return policy?
We accept returns on eligible non-perishable items within 30 days of delivery. Items must be unopened and in their original packaging.
Do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs. Original shipping charges are non-refundable.
Are there any restocking fees?
Returns may be subject to a small restocking/handling fee to cover inspection and processing costs.
What if my order arrives damaged or incorrect?
Please contact us within 5 days of delivery and include photos of the item and packaging. We will review and resolve the issue as quickly as possible.
Products
Where do your products come from?
We work directly with small producers across Italy to source authentic, high-quality ingredients.
Are your products authentic?
Yes. We carefully select and import products directly from Italy, focusing on traditional methods and regional specialties.
Why do some products look different from what I expected?
Many of our items are artisanal and may vary slightly in appearance, packaging, or labeling depending on the producer and harvest.
Can I return a product if I don’t like the taste?
No. Taste preferences are subjective, and we do not accept returns based on personal taste.
Classes & Events
Where are your classes held?
Classes and tastings are hosted at our Dallas location in our tasting space, La Cucina Segreta.
Are tickets refundable?
Tickets are non-refundable but may be transferred or credited toward a future event if canceled at least 4 days in advance.
What happens if I can’t attend?
You may transfer your ticket to someone else or contact us in advance to request a credit for a future class.
Do I need experience to attend a class?
No experience is required. Our classes are designed for all skill levels.
Still Need Help?
If you have any additional questions, feel free to contact us:
Olio&Olive
14217 Proton Rd
Dallas, TX 75244
Email: info@olioandolive.com