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FAQ

General

Q. What if I have questions about an ingredient or how to use it?
A. We are always happy to help you choose the right product and learn to use it properly. You can contact us via email, live chat on our website, or phone (469-443-6634). We’ll promptly answer any questions that you have and share expert advice.
   
Q. What if I need an ingredient or item that you don’t stock?
A. We frequently get requests for new items from our customers. We take these requests very seriously. If we feel that the product would be useful to other customers and fits within the Modernist niche, we will do everything that we can to source it and let you know when it is available.

Orders

Q. Can I add items to my order after it has been processed, but before it has been shipped?
A. In order to protect you, we do not store any credit card information in our system. This means that we are unable to add additional charges to your order once it has been processed. If you want to add items, you need to place a separate order and reenter your payment information. If your previous order has not already shipped, we will combine the orders and rebate the shipping difference to you.
   
Q. Can I ask for a discount if I order several items?
A.

We do offer wholesale accounts for customers that order bulk quantities of ingredients on a regular basis. We also have several kits that allow you to experiment, which offer some additional value over purchasing ingredients separately.

But we do not discount random orders for small packages regardless of the number ordered. Here’s why. We believe (and most of our customers agree) that we offer a fair price for the items that we carry. We don’t like the games that many retailers play by offering inflated prices and then giving a discount to make you feel like you are getting a deal. Also, we don’t think it is fair to charge one customer more than another for the same item.

We do appreciate your loyalty and as a customer you are automatically enrolled in our rewards points program. This allows you to earn points on items that you buy. You can them use those points to pay for future orders.

   
Q. Do you offer wholesale purchases?
A. Yes. We have wholesale accounts for professionals who wish to buy in bulk or for retailers who wish to resell our products. Minimum quantities apply to these accounts. If you are interested in applying for a wholesale account, please email your request to wholesale@modernistpantry.com.

Payment

Q. What forms of payment do you accept?
A.

We accept Visa, MasterCard, American Express, Discover and PayPal. You do not need a PayPal. You can also pay by eCheck, if you prefer not to use a credit card, but it may take up to a week for your payment to clear before we can ship your order.

If you wish to pay by check or money order via mail, please contact us for special instructions.

   
Q. Is my credit card information safe with you?
A. In order to protect you we do not store any of your credit card information. It is only used to process your order and then it is erased. So there is no danger of anyone being able to access it from our system. This means that while we are able to refund money on your card through our processor, we are not able to add addition charges. If you wish to purchase additional items or change the shipping option, you must do it in a separate order.
   
Q. Can I order over the phone, if I do not want to enter my credit card information online?
A. Yes. We can take your payment information over the phone between 9:00a – 5:00p EST. To make the transaction faster, we suggest that you sign up for an account and place all the items that you want in your shopping cart before calling with your payment info.

Shipping

Q. How much will it cost to ship my package?
A. Unlike many online merchants, we don’t tease with below market prices and then screw you on the shipping costs to make up the difference. We charge a low standard flat-rate of $4.99 within the U.S. regardless of how much you order. New customers can also get free shipping on their first order by entering the promo code “shipfree” at checkout.
   
Q. When will you ship my package?
A. We typically ship either the same day if orders are placed by 3pm EST or the next business day. If you absolutely need a order shipped same day or delivered by a certain date, please give us a call just to double check.
   
Q. How soon will I get my package?
A. Our standard shipping option typically takes 3 - 5 business days to reach you. We also offer several expedited shipping options through Fedex, if you need it more quickly. You can get all of your shipping options with pricing on the checkout page after you have entered your shipping address. You can also get a shipping estimate on the shopping cart page if you live in the U.S. and enter your zip code.
   
Q. Do you ship outside the United States?
A. Yes. We ship to every country in the world at reasonable rates. Check out our International Order FAQ for more details.

Satisfaction

Q. What if I’m NOT happy with my purchase?
A.

Our goal is to ensure that all of our customers have the best experience possible. If for any reason you are unhappy with any of the items that you have purchased, we will either replace them free or charge or refund your purchase price. This unconditional guarantee is good for a full 180 days from the purchase date regardless of whether you have used the product or not. There are no restocking fees or other hidden charges. Bottom line, you don’t pay unless you are completely happy.

Oh and please let us know any time you feel like we’ve screwed up or let you down. We try our best to be perfect… well you know how that goes. So your feedback is important to let us know where there’s "room for improvement" as our 2nd grade teacher used to say.

   
Q. What if I’m delighted with my purchase?
A. Like us on Facebook. Write a glowing review on our site. Tell all your friends about us. Take out a full page ad in the publication of your choice telling the world how awesome we are… er you get the idea.
Myth Busters

Fans of Myth Busters can check out the review of our spherification ingredients on Jamie & Adam's site.

Wired

Modernist Pantry is on Wired Magazine's Top 10 List of DIY Suppliers.

Cooking Issues

Modernist Pantry is a proud sponsor of Dave Arnold's Cooking Issues on the Heritage Radio Network.

What our tribe is saying

I was one of the Teaching Fellows for the Harvard Science and Cooking course last semester, and wanted to thank you for providing key ingredients for student final projects on such short notice. Happy new year!
--Naveen S.
Cambridge, MA

Just want to say thank you for a very speedy delivery. I placed my order for Popping Candy last week and it arrived in Switzerland this morning just in time for me to make my 'Exploding' Chocolate Dessert this weekend. Once again many thanks.
--Frances L.
Geneva, Switzerland

If anyone is interested in Heston style food antics, this is a cool place to get your stuff. Pretty cheap shipping and nice small amounts.
--Kerry S.
North Fitzroy, Victoria, Australia

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