Frequently Asked Questions

If you placed your order while logged into your account, check the "My Orders" section for tracking information on your Mackenzie Limited order. You'll also receive an order confirmation email and shipping confirmation email with a tracking number once your order ships.

If you ordered as a guest, use your order number and email here to check your order status.

You can also use the website Chat option. Simply provide your order number, and our chat team can share tracking details, assist with product preparation, or help resolve any order-related questions. You can access chat from the homepage of the website.

If you placed your order using the Shop App, the information will also be under your Shop Account App.

Note: During peak holiday shipping in November and December, orders may be delayed in transit. For other questions, call us at 1-877-867-6851 or online at Contact Us.

How can I change or cancel my order?

Once an order is submitted, it cannot be changed or canceled. All gourmet food orders are immediately sent to our warehouse for processing and inventory reservation.

✅ Tip: Double-check your shipping address, gift info, items ordered, and ship dates before completing your order.

Can I track my order without creating an account?

Yes! Use your order number and email here to track your Mackenzie Limited order status. You'll also get tracking emails once your order ships. If you have the Shop App and were logged in when you placed your order, the history and tracking will also appear within the Shop App under "Order History".

Why doesn't my full order history appear in the Shop App or digital wallet?

Only orders placed after connecting your account to the Shop App or digital wallet will appear. Older orders may not sync, especially those placed prior to September 2025, before our website was affiliated with the Shop App.

Can I schedule shipping for a specific date?

Yes! Select a future ship date during checkout, perfect for holiday gourmet food deliveries, special gifts, or special occasions. We can ship your Mackenzie Limited gift to arrive within a pre-selected delivery window.

If ordering online, at checkout, look for the "Ship at a later date" tab located next to "Ship as soon as possible". Once you click on that tab, you will see a calendar pop up with date options for your ship date with the corresponding delivery window listed by Ship Method below.

Please note: Carriers may occasionally deliver a day early or late, so it's always best to plan for extra time if your order is critical on a certain date.

How do I include a gift message?

You can add a personalized gift message area at checkout, located directly under the Payment information, listed as "Add Gift Message". Gift messages appear on the packing slip included with your shipment.

Can I purchase or redeem a Gift Card online?

Yes! Gift cards can be purchased and redeemed online or by phone. Enter the full gift card number in the Gift Card box at checkout.

Gift cards will ship free with Standard delivery (allow 5–7 business days as they are delivered by the USPS). Expedited and overnight shipping are available for an extra fee.

Is there an expiration date for a Gift Card?

Yes, your Gift Card will expire five (5) years after the issue date.

Can I order from Mackenzie Limited and Chesapeake Bay Crab Cakes & More on the same order?

Yes! Use the tabs at the top of the website page to switch between companies. Right now, the two sites don’t share a shopping cart. Each one has its own, so items added on one site won’t appear on the other. The good news, everything we offer is available on both, so you can shop in one place and easily add all your favorites to your cart.

Why does Mackenzie Limited hold a personal check order for 10 business days?

Mail-in orders take 2–3 business days to process once received (allow up to 10 days for your check to reach us if using the USPS). We allow up to 10 days for the check to clear your bank. For faster service and shipping, order online or by phone at 1-800-858-7100 using a credit card.

Why is there tax on my order?

Sales tax is applied to your order in accordance with state and local legislation as determined by the ship-to address on the order. Gift cards are not subject to tax.

Online Chat

How do I start a chat with Customer Service?

You can start a live chat by clicking the chat icon located at the bottom right corner of any page on our website. Our Customer Service team is happy to help with product questions, order assistance, or general inquiries.

Can I place an order through Chat on the website?

For your security, you cannot place orders with chat on the website. You can place orders at www.mackenzieltd.com or by calling Customer Service at 1-800-858-7100. The website chat team can guide you through the checkout process or help answer any product or ordering questions before you complete your purchase.

When is chat available?

Live chat is available during regular Customer Service hours, and extended hours during November and December. Outside our regular Customer Service hours, our helpful virtual assistant can help with many commonly asked questions like order tracking, product information, preparation instructions, and more.

Gifting & Personalization

Do gift orders show pricing?

No. All Mackenzie Limited gift orders are shipped without prices, so the recipient only sees the gift.

Can I send gifts to multiple addresses in a single order?

If you're sending gifts to multiple addresses, each order will need to be placed separately online. Logging into your account makes this simple, as your payment information will automatically populate on each subsequent order.

Prefer a little extra help? Our friendly Customer Service team is ready to assist! Call us at 1-800-858-7100 or email info@mackenzieltd.com to easily place orders with multiple shipping addresses.

Do you offer corporate or bulk gifting?

Yes! Our dedicated Customer Concierge team is here to help you create memorable, customized corporate gift experiences, and we have corporate gift solutions ready for you. From volume discounts to special packaging, we work closely with you to ensure your recipients are truly delighted. Contact us directly at vip@mackenzieltd.com to start planning your personalized gourmet gifts.

Can I include multiple gift messages in one order?

Only one gift message is able to be placed on an order.

Do you offer gift wrapping?

While we don't offer gift wrapping for your gift delivery, we do have many products that are in decorative packaging. Additionally, select products can be packaged in a wooden gift box. You will see a photo of the product in the gift packaging on the product page.

Payments

Can I pay with Apple Pay, Google Pay, or Shop Pay?

Yes! All major mobile and digital wallets are accepted for fast and secure checkout.

What payment methods do you accept?

You can check out using most major credit cards. In addition, you have the option to check out using Shop Pay, Apple Pay, and Google Pay.

Is my payment information secure?

All payment information is encrypted using the highest level of encryption to ensure your payment information is secure. You can rest assured that our website provides a secure online checkout for your gourmet food needs.

Products & Preparation

How long can my purchase be kept frozen?

If your product arrives frozen, most products are best enjoyed within 3 months. If kept tightly sealed in an airtight container, some items may last up to 4 months.

Caviar should be kept in the coldest part of the refrigerator and consumed within 7 days once opened.

Can I prepare my order in the microwave?

Some items are microwavable, but most require baking, broiling, frying, air frying, or grilling. Cooking instructions are included with each product and are also conveniently located on the product page on the website under the "Preparation" tab. Please review preparation instructions before cooking your gourmet foods for the best results.

Can I refreeze products after delivery?

Yes, if items remain at safe temperatures. For best quality, follow recommended storage and consumption guidelines as listed on the product packaging.

Do your products contain allergens or cater to special diets?

Check product pages under "Ingredients" for allergen info, including nuts, gluten, or dairy. We also offer gluten-free, vegetarian, and other special diet options like Kosher. This information is also conveniently located on the product label.

If you are looking for products we carry that are gluten-free, you can search "gluten-free" in the search box, and it will display all our products that are gluten-free.

Are your products shipped frozen?

Most of our products are shipped frozen. Some shipments are packed only with gel packs, and some do not require refrigerant. Dry ice may evaporate prior to arrival at your door. This is perfectly normal, as long as the product is refrigerator cold simply store in the freezer.

Does Salmon/Smoked seafood need to arrive frozen?

Smoked seafood items such as smoked salmon do not ship to arrive frozen. They are packed with gel packs in a cooler. They will arrive chilled 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.

Are your products Kosher certified?

Some of our products are kosher. In our catalog, a "K" appears directly after the product description, and online, you'll see "Kosher" immediately following the product copy. You can also search "Kosher" on our website to view a full list of kosher products. If you have questions or need assistance, our Customer Service team is happy to help, call us at 877-867-6851.

Shipping & Delivery

Where is my tracking number?

Tracking information is emailed once your order leaves the warehouse. Check your spam/junk folder, or log in to your account for updates. Add our email as a safe sender to ensure delivery notices reach you. If you checked out using the Shop App, the tracking information will also be available within the app.

What are my shipping options?

Standard Delivery: All orders are shipped to arrive within 5 business days* from the selected ship date. Our standard shipping days are Monday-Wednesday. Orders placed after 11 am EST on Wednesday will likely ship the following week. Rest assured, we add the appropriate amount of dry ice in each package so that it will keep the products cold until they arrive.

Expedited: Orders are shipped to arrive in 2-3 business days. Add $8.95 to the standard rates.
Overnight: Orders are shipped to arrive in 1-2 business days. Add $24.95 to the standard rates.

* Due to high volumes, orders may take an additional 1-2 days to leave our warehouse. Our delivery carriers may also experience some delays. We do not have any control over shipping delays with Federal Express or UPS.

For more information visit our Shipping & Ordering page.

Can I place an order now and have it delivered later?

Whether you order online or by phone, you can specify a later ship date. 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 1-2 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 to avoid busy ship weeks before a holiday.

Do you ship to Alaska, Hawaii, PO Boxes, or internationally?

No. Perishable products require a physical street address and currently ship only within the continental U.S.

What happens if I'm not home when my order arrives?

Packages that are perishable are shipped with perishable protection such as insulated coolers, gel packs, and dry ice, and packages must be opened, unpacked, and inspected on the day of delivery for best quality and food safety.

Can I change the delivery address after my order ships?

No. Once a package leaves our warehouse, rerouting may risk spoilage or delay.

Can my order arrive early?

Carriers like UPS and Federal Express may sometimes deliver faster than expected. This is normal during peak periods, especially in November and December.

How is my order packed?

Perishable orders are packed in styrofoam coolers with dry ice or gel packs. Please do not touch the dry ice directly, as it is caustic and can burn the skin. When shipped alone, non-perishable gourmet foods may be sent in a corrugated box.

DO NOT TOUCH DRY ICE. USE AN OVEN MITT, GLOVES, OR TONGS.

Are your products shipped frozen?

Does Salmon/Smoked seafood need to arrive frozen?

What happens if my delivery is delayed?

If your delivery is delayed and arrives in a condition that is not usable, please contact Customer Service at 877-867-6851 or info@mackenzieltd.com and we will work to resolve. We pack orders with extra dry ice or gel packs in the event they are delayed by UPS or Federal Express; therefore, even with a day delay in arrival, the shipment can still be in perfect condition.

Do you ship on weekends?

We do not ship packages on the weekends; packages leave our warehouses Monday – Friday.

Dry Ice & Packaging

How is my order packed?

Perishable foods always ship in Styrofoam coolers with dry ice or gel packs. Non-perishable goods or dry goods will ship in corrugated boxes.

Does my shipment contain dry ice?

Dry ice may be used to keep your order frozen during transit (depending on the items ordered), and it evaporates naturally during transit. Unlike regular ice, it doesn't melt into water because it's made of frozen carbon dioxide that turns directly from a solid into a gas. If you open your package and there's no dry ice left but everything is still refrigerator-cold, your order is perfectly safe.

If you do see any dry ice remaining, leave it inside the cooler or handle it with care using gloves or tongs. Never touch dry ice with bare hands, as it can cause burns. The safest way to dispose of it is to set it in a well-ventilated outdoor area and allow it to evaporate on its own.

If your product arrives completely thawed, please contact Customer Service at 877-867-6851 or info@mackenzieltd.com right away. Do not throw anything away before speaking with us. We're here to ensure everything is handled smoothly and to your satisfaction.

How do I dispose of Styrofoam coolers?

Check with local recycling centers

Reuse for storage, planters, or holiday decorations

Donate to a meal delivery charity in your area

Will my gourmet food stay frozen during shipping?

Yes. Perishable orders are always packed with dry ice or gel packs to maintain cold temperatures during transit, depending upon what you ordered.

Where will my order ship from?

We ship from multiple temperature-controlled warehouses located in different regions across the country. To ensure the fastest and freshest delivery possible, our system selects the fulfillment center closest to your shipping address based on the items in your order. This helps minimize transit time and ensures your gourmet items arrive in perfect condition.

Route Shipping Protection

What is Route Package Protection?

Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so Mackenzie Limited has partnered with Route to offer added assurance that you're supported, no matter what. Package Protection can be added during checkout but cannot be added after the order is submitted.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you're tracking via the Route App or online Route's real-time shipping updates keep you in the loop throughout every part of your delivery. Prefer not to use the app? You can also check your emails from noreply@mail.route.com for timely updates about your order status. Haven't downloaded the app yet? Download here.

Purchased Route's Package Protection and looking to file a shipping issue online? File here.

Can I add Route Package Protection after checkout?

No, you cannot add Route Package Protection after your order is completed.

Where is my order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route's mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery. Be sure to check your Junk or Spam folder for emails from noreply@mail.route.com, just in case they're filtered there.

How does Route handle lost, stolen, or damaged orders?

File a claim through the Route app or website. Refunds cover subtotal, shipping, and taxes; premium fees are not refundable.

Need to file a claim? File here.

What are Route's Terms and Conditions?

Route's terms and conditions are listed here: https://route.com/terms-and-conditions/.

Is Route a licensed insurance provider?

Yes. Route Insurance Solutions is a licensed insurance producer providing legal and compliant shipping protection.

Shopify & the Shop App

What is the Shop button I see at checkout, and why should I use it?

Our website is a Shopify website; at checkout, you have the option to check out using a Shop account which is based on your email address. You can also download the Shop App. The Shop app is a free mobile app that lets you track orders, receive delivery updates, and enjoy a faster checkout experience with Shop Pay. It keeps everything in one place, making it easy to follow your package from purchase to delivery.

How do I connect my order to the Shop app?

There's nothing extra you need to do. When you check out using your email address, your order will automatically appear in the Shop app if you have it installed or choose to connect. You'll receive a prompt to follow your order in the app once your purchase is confirmed. You will also receive an order confirmation, shipment confirmation, and an email with tracking details from Mackenzie Limited.

Orders placed via the Shop App are automatically synced if you are logged in; for guest orders, only those placed after account connection will appear.

Can I pay through Shop Pay or other Shop app features?

Yes! Shop Pay is one of the fastest checkout options available. It securely saves your shipping and payment details so you can check out in seconds with one tap, which is especially helpful for repeat purchases.

I have the Shop App, but why can't I see all my Mackenzie order history there?

Only orders placed after your account is connected through Shopify or the Shop app will appear. Orders made on our website before 10/1/25 won't appear in the Shop app history, but can be accessed by going to the My Account section on the home page.

What notifications will I receive from the Shop app?

You'll receive helpful updates like:

Order confirmation

Shipping status changes

Out for delivery alerts

Delivery confirmation

These notifications appear right on your device so you can stay updated without checking your email. Within the Shop App, you are also able to turn on/off any notifications under Settings within your account.

How can I check out if I don't want to use Shop?

If you are logged into Shop already, you can check out as a Guest on the website by clicking on the 3 dots to the right of your email address and selecting "Checkout as a Guest". You can also select "Switch account" to use an account associated with a different email.

Miscellaneous

Remove me from your mailing list

The best way is to send an email to info@mackenzieltd.com with your name, address, customer number (if there is one in the pink box), and catalog source code. We will remove you from our mailing list; however, please note you still may receive 1-2 more catalogs, as it can take up to 6 weeks to remove you from our catalog mailings.

Unsubscribe from SMS alerts

Reply STOP to the text message you received, and this will opt you out of future messages.

Stay in the loop by subscribing to the Mackenzie Limited newsletter with the latest gourmet food offerings, exclusive subscriber-only specials and promotions, and personalized offers just for you.

Sign up for our email mailing list online [here], and to receive SMS messages, simply text us to start receiving updates.

To request a printed catalog, click here.

How can I leave a product review?

You can easily share your experience by leaving a product review on Mackenzie Limited. Simply visit the product page of the item you purchased, scroll to the "Customer Reviews" section, and click "Write a Review." Your feedback helps other customers make informed choices and allows us to continue providing high-quality gourmet foods. Whether it's a chocolate treat, smoked salmon, or a specialty dessert, your honest review is always appreciated.

Can I request a serving suggestion for my gourmet food order?

Absolutely! Mackenzie Limited loves to inspire delicious meals and entertaining ideas. If you'd like a serving suggestion for a gourmet food you purchased, simply contact our Customer Service team via email at info@mackenzieltd.com, and they can connect you with a Product Specialist who can assist. From smoked salmon pairings to holiday dessert ideas, our team is happy to provide tips that help you enjoy your gourmet foods to the fullest.

Do you offer a subscription or repeat order program?

Currently, Mackenzie Limited does not offer an automatic subscription service. However, you can easily place repeat orders for your favorite gourmet foods online. Consider saving your preferred products in your account for faster checkout or set reminders to reorder seasonal favorites. Customer Service can also help you place re-orders of your favorite products by calling 1-800-858-7100.

Subscribe to our email and SMS options to stay updated with our newsletter to hear about limited-time offers and new gourmet selections. You can sign up for SMS by texting us.

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.

Contact Us

We are here to help. Please click here to contact us , and we will respond within 2 business days, but usually sooner! You can also call us at 877-867-6851.