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 # or last name and zip code
- How can I change or cancel my order?
Orders placed for future shipment can be 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 days’ prior notice). Cancellations or changes can be accepted by contacting customer service at 1-800-858-7100
- 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 will be prompted to type a message on the Shipping Information page. This will only happen if you are shipping the package to a different address. and if you have selected it as a gift order
- 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. You can also check your balance online. Additionally, Gift Cards will ship free of charge when Standard is selected, however there is an upcharge for 2-day and Rush deliveries.
- 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 now 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 time
- What are Kippers?
A kipper is a whole herring, a small fish that has been split from tail to head, gutted, salted or pickled, and cold smoked. In the United Kingdom and North America they are often eaten grilled for breakfast.
- What is Finnan Haddie?
Finnan haddie is smoke cured haddock; it is a flaky moist fish with a subtle smoky flavor.
- How do I suggest a new item?
If you have a suggestion for a new item that you would like to see in our catalog please feel free to call our customer service department 1-800-858-7100 or e-mail us.
- How long can my purchase be kept frozen?
Products are generally good for 3-6 months if kept wrapped in an air tight container/bag. The products MUST remain frozen. Once thawed, follow instructions on the preparation label. 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.DO NOT TOUCH DRY ICE. USE AN OVEN MITT, GLOVES OR TONGS.
- What if there is no dry ice?
Dry Ice is frozen carbon dioxide. Unlike most solids, it does not melt into a liquid, but instead changes directly into a gas. This process is called sublimation. If there is no dry ice visible in the cooler, feel the product. If the product is cool, place it in the freezer or follow instructions for preparation. If the product is thawed, contact customer service. We may arrange to have the package picked up by Federal Express.
- 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 except 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, Kippers, etc. 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 for use within 2-3 weeks or freezer for up to 3 months.
- How can standard orders be in transit for 7 business days?
All orders are shipped via Federal Express to arrive within 3-7 business days from the date you select when you place your order. Our standard shipping days are Monday-Wednesday. Orders placed after 11:00am EST on Wednesday will ship the following Monday unless a 2-Day or Rush option is chosen. Once orders leave our warehouse you will receive your order within 3 business days. Rest assured, we add the appropriate amount of dry ice in each package so that it will keep the products frozen until they arrive to you.
- 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 note, during the busy Holiday shipping season, we do release some orders a few days prior to the requested ship date, and therefore you may receive your order as early as the requested ship date, if you have chosen Standard shipping.