Frequently Asked Questions
- How can I check the status of an order placed online?
When placing your order, provide your email address when prompted and we will send notification once your order has shipped. Whether your order was placed online or by phone, you can check its shipping status by calling customer service 1-800-858-7100 and providing your order number or last name and zip code.
- How can I change or cancel my order?
Orders placed for future shipment can be changed or cancelled by contacting customer service seven business days prior to the requested ship date of the order (during the month of December, we require ten business days prior notice). Contact customer service at 1-877-867-6851 or email [email protected]
- How do I include a gift message?
With any gift order, we will be happy to print your gift message on the packing slip at no extra charge. When placing an online order, you are given the option to type a gift message on Step 4 of the checkout process.
- Can I purchase or redeem a Gift Card online?
Gift cards can be purchased and redeemed online. To redeem your Gift Card online, simply enter the number in the Gift Card box at checkout. Additionally, Gift Cards will ship free of charge when Standard is selected, however there is an upcharge for 2-day and Overnight deliveries. To check your gift card balance, please call 1-877-867-6851.
- Is there an expiration date for a Gift Card?
No, we invite you to make use of your Gift Card at your convenience.
- Can I order from Mackenzie Limited, Chesapeake Bay Crab Cakes & More, and Impromptu Gourmet on the same order?
Yes, for your convenience you can order from either of our sister catalog companies on the same order. Simply use the tabs at the top of the page to switch between companies, and your selected items will be placed into a common cart for checkout.
- Why does Mackenzie Limited hold a personal check order for 10-business days?
From the date your check is received by our offices, it may take 2-3 business days for the order to be entered and for the check to be deposited. Please allow up to 2 weeks time after receipt of the check before your order will ship, to allow for clearance.
- How long can my purchase be kept frozen?
We recommend enjoying products within 3 months. When kept wrapped in an air tight container or bag, they can last up to 6 months. We cannot guarantee the quality of items held for longer than 3 months in the freezer.
- Can I prepare my order in the microwave?
Most of our products must be baked, broiled, fried or grilled. Cooking instructions are included on all items and are also available to view on our website.
- How can I request a donation?
As a Baltimore based company, we are proud to say we give back directly to our community. All donations are made to the Maryland Food Bank. We regret that we cannot fulfill requests for donations of gift certificates or food items for any charities or fundraisers.
- How is my order packed?
Orders are packed in styrofoam coolers with dry ice or gel packs. Please do not touch the dry ice directly, it is caustic and can burn the skin. When shipped alone, dry good items may be sent in a corrugated box.DO NOT TOUCH DRY ICE. USE AN OVEN MITT, GLOVES OR TONGS.
- What if there is no dry ice?
Dry ice often evaporates during shipping. Unlike most solids, it does not melt into a liquid, but instead changes directly into a gas since it is frozen carbon dioxide. If there is none left and your order is cold, everything is okay. If there is any dry ice remaining, leave it in the cooler or handle it carefully with gloves and let it dissipate outdoors. If the product is completely thawed, contact customer service. Please do not dispose of any item before speaking with customer service, as we may arrange to have the package picked up.
- How do I dispose of dry ice?
Place the Styrofoam cooler outside or in a well-ventilated container and it will evaporate.
- Recommendations for Recycling Styrofoam coolers?
There are many ways to reuse your Styrofoam cooler; here are a few suggestions for our customers.
- Check with your local recycling center to see if they accept Styrofoam.
- Use to store Holiday decorations
- Donate to local Meals on Wheels
- Keep in your car to transport frozen groceries
- Break up and use in the bottom of large planters to take up space so you won’t have to use so much dirt.
- Are your products shipped Frozen?
Yes, almost all of our products are shipped frozen. Dry ice may evaporate prior to arrival at your door. This is perfectly normal, as long as the product is cool to the touch simply store in the freezer.
- Does Salmon /Smoked seafood need to arrive frozen?
Smoked seafood items such as Salmon do not ship to arrive frozen. They are placed with gel packs in a cooler. They will arrive chilled to room temperature and should go directly into the refrigerator unopened for use within 2-3 weeks or freezer for up to 3 months. They may arrive frozen when shipped with other items that do require dry ice.
- How can standard orders be in transit for 7 business days?
All orders are shipped to arrive up to 7 business days from the date you select when you place your order. Our standard shipping days are Monday-Wednesday. Orders placed after 11am EST on Wednesday will ship the following. Rest assured, we add the appropriate amount of dry ice in each package so that it will keep the products cold until they arrive.
- Can I place an order now and have it delivered at a later date?
When you order online you can specify a later ship date during checkout. You may also request this service if you place your order by telephone with our customer service representatives. Please remember that you are selecting a ship date, not a delivery date. Please note, during busy holiday shipping seasons, we do release some orders a few days prior to the requested ship date, and therefore you may receive your order a few days early. We do recommend shipping holiday orders early in order to avoid busy ship weeks before a holiday.