Ordering Policy

All orders of $195.00 or more include shipping costs within the continental United States. Orders less than $195.00 will incur an additional charge of $30.00 for shipping/ handling. Orders placed before 5:00 PM local time are shipped via 2nd day delivery service. Wherever available, we offer free 2nd day Saturday delivery for orders placed on Thursdays, before 5:00 PM local time. However, because of our carriers’ increased delivery volume during the holiday season, from October through December, orders may take an additional 1-2 business days. We do not ship perishable items (e.g., frozen or chocolate items) over the weekend. Expedited or special shipping services are also available at nominal additional costs. Due to the complexity of handling/shipping frozen foods, our deep-frozen IcEscape items are processed and delivered separately from our sweet and savory items. Please contact our Customer Service for shipping information outside the continental United States.

All promotions and prices and are valid in Continental U.S. only.

Customer Service Contact Numbers

Phone: 301-258-7350
Phone: 800-231-8154

A Customer Service Representative is available to assist you from 7:30 AM to 8:00PM (EST) Monday through Friday. If you call after business hours, please leave us a detailed voice message including your full name and telephone number.

All credits expire after 180 days.

Holiday Season Ordering

We value your business and always strive to provide the best service to our customers. During the holiday season we recognize that you are busy planning and preparing for many events and parties, and concentrating on providing the best possible service to your customers. To assist you in this process we would like to remind you of some of the practices that allow us to serve you better. Please keep the following information in mind when placing orders online or with our customer service team. Thank you for your understanding, and we look forward to working with you this holiday season.

Due to increased delivery volume during the holiday season (October through December), orders may take an additional 1-2 days to be delivered. Our warehouse and customer service personal will do everything they can to get your order out as soon as possible. Occasionally, our staff or our couriers may not be able to move all the freight they receive in the same day.

To expedite the ordering process, please be ready with your customer number, item numbers and product descriptions when you call customer service to order.

Personalized praline orders are only shipped on Monday, Tuesday, and Wednesday. Thursday shipments may be sent if your shipping address is within our 24-hour delivery area. Orders are sent from our Gaithersburg, Maryland warehouse only.

Please also be advised that personalized praline orders always require 7-10 business days of lead time from image approval by customer.

If you are ordering a pallet of products it may take 2-3 weeks to be delivered. Please keep this in mind when planning your purchases.


Returns

Returns or discrepancies must be reported within 10 days of receiving the product. Returns must have prior Customer Service authorization before being shipped back to AUI. Please call Customer Service for a Return Authorization Number. To assure the safety of all food items we will not be able to issue a credit without a Return Authorization Number. This number should be clearly displayed on the shipping box (this box is different from the original item packaging which should remain unmarked). All sales of holiday items, books, and tools are final.