We’ve compiled answers to the questions that we’re asked most frequently about our products and ordering. You can find information about our packaging, shipping and delivery over on our Shipping and Delivery page.
If an answer to your question isn’t below, please contact us!
How do I create an account?
You can create an account on our website two ways:
During the checkout process: When you “proceed to checkout” after viewing your cart, you’ll be prompted to either sign in, checkout as a guest, or create an account. Click the “Create Account” button to sign up!
If you’re not ready to checkout but want to create an account for future orders, click the “Sign In” link at the top of our website and fill out the information in the New Customer box.
Do I need an account to place an order?
No. We offer the option to checkout as a guest. You’ll have the chance to create an account later on the checkout process if you change your mind.
How do I edit my address book?
If you’re not already, you’ll first need to login to the site by clicking the “Sign In” link at the top of our website. Enter your email address and password to sign in.
When you’re logged in, you’ll see your My Account overview page that displays Recent Purchases and your settings, including your primary delivery address (located in the Shipping column).
If you just want to edit your primary delivery address, click the Edit button under the address that’s displayed in the Shipping column and enter your updated information.
If you want to edit all addresses or add new addresses, click on “Settings” in the left navigation column and then click on “Address Book.” Here you can review your default address and other addresses you’ve shipped to. You can Edit or Remove these addresses and add a new address by clicking the “Add New Address” button.
I forgot my password. How do I recover or reset that information?
When you go to sign in as a Returning Customer, click on the “Forgot Password?” link next to the sign in button. You’ll be prompted to enter the email address associated with your account. You’ll receive an email from firstname.lastname@example.org with a link to reset your password. If you can’t remember or cannot access the email address associated with your account or need help accessing your account, please contact us.
Do you save my credit card information?
You have the option to save your credit card information when you’re checking out. This is optional. You can view, edit, remove or add saved credit cards by logging into your account, clicking on “Settings” in the left navigational panel and then clicking on “Credit Cards.”
I just placed my order on your website. How will I know you received my order?
You’ll receive an email confirmation from email@example.com with your order number. If you have questions about your order, you can reply to that email or call us at 866-588-6279.
Can I order over the phone?
Absolutely! We’re available to take orders over the phone Monday through Friday from 8am PST/11am EST to 5pm PST/8pm EST. To order by phone, call us at 866-588-6279.
Will sales tax be added to my order?
No. We do not add tax to any orders.
If you live in Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands or select Saturday delivery, you’ll be charged an additional $20 for delivery. Otherwise, shipping, handling and all other fees are included in the purchase price of our items.
What methods of payment do you accept?
We accept all major credit cards (Visa, MasterCard, American Express/Amex and Discover). If you order online, you can also use PayPal.
Please note that we cannot accept PayPal as a payment method if you place your order by phone.
What happens if my payment is declined?
If your card is declined, you will be unable to complete checkout. Your items will be saved in your cart. You can place your order again with a new or valid credit card number or call us for help.
Why does my credit card statement show a pending charge if my card was declined?
This happens when the bank attempts to pull funds from your account. The pending charge will disappear within 2-4 business days.
Is there a minimum order requirement?
Can I add or remove items from my order after it has been placed?
Please contact us as soon as possible if you’d like to change your order.
Can I pre-order items or schedule delivery for a future date?
Yes! Future shipping is available for most orders. (There may be exceptions or limitations on special order or limited quantity items.) You can select a shipping date as far as three months ahead during the checkout process.
If you have questions about scheduling a future delivery, please contact us.
When will out of stock products be available again?
We do our best to make sure that our website always reflects the most current stock and availability. Please contact us if there’s a specific item you’re interested in that’s currently listed as out of stock and we’ll do our best to tell you when it will become available.
How are frozen items packaged?
Depending on the item, frozen items will be packed with either dry ice or frozen gel packs to keep them cold during shipment. They may arrive in a Styrofoam cooler or wrapped in silver thermal wrapping.
Please use caution when handling any remaining dry ice. For more information about our packaging, see our Shipping and Delivery page.
How are fresh items packaged?
Fresh items are typically shipped with gel ice packs inside of a Styrofoam cooler which is packed into a standard shipping box.
Please note that packaging can vary.
How do I defrost frozen products?
We recommend keeping items in their original vacuum-sealed bags and placing in your refrigerator to thaw. Please note that larger cuts can take 3-4 days to fully thaw, so plan accordingly.
If you’re in a hurry, you can also thaw items (still wrapping in their original packaging) in your sink under cool running water.
Complete Guide to Defrosting
What if I’m not satisfied with the products I receive?
Oh no! We’re sorry to hear that. Please send an email to firstname.lastname@example.org or call us at 866-588-6279 as soon as possible.
I received an email with a code. How do I redeem it?
When ordering online, enter the coupon code into the Promo Code field located just below your Order Summary on the right side of the screen.
If you’re ordering by phone, make sure to tell the customer service rep the code that you’d like applied to your order.
If you need help, please contact us.
The promo code that you sent me expired. Can I request a new code?
Unfortunately, no. If a coupon code has expired because our sale period is over, we cannot reissue codes. If you’re having trouble using a code during an active sale, please contact us ASAP.
Can I return my order?
Due to the nature of our products, we do not accept returns. We guarantee that your order will arrive in excellent quality. If you feel that your shipment didn’t meet this guarantee or you’re dissastisfied with your order, please contact us as soon as possible.
We ask that you store the product in your freezer or refrigerator as you would normally do until your refund has been processed and a customer service team member has provided you further instructions.
What’s your return policy?
We guarantee that your order will arrive in excellent condition.
We do not take returns. However, at our sole discretion, we may issue you a credit or resend your order if the product is not in excellent condition.
If you would like to request a credit or your order to be re-sent, here's what to do:
2) Put the product into your refrigerator or freezer as you normally would.
3) Contact us immediately at 1-866-588-MARX (6279) or email@example.com.
You must contact us within 24 hours of order receipt to make a claim.
If you place an order and subsequently cancel it, we may, at our sole discretion, charge a 10% cancellation/re-stocking fee.
We are not responsible for products that spoil if there is not someone to receive your FedEx delivery on the date that you request it.
You can read our full return policy agreement on our Shipping & Returns page.
How long does it take to get a refund?
We process refunds immediately/on the day they are requested. Typically, it takes 3-5 business days for the refund to appear on your statement, but some banks may take longer to process refunds.
My order didn’t arrive in good condition. Can I get a replacement?
We’re sorry to hear that! Please contact us immediately and keep the products and store in your refrigerator or freezer as you would normally until you’re able to get further instructions from our service team.
How do I cancel my order?
Please call us immediately at 866-588-6279. Since we ship items overnight, time is of the essence if you need to make changes to or cancel an order.
Do you offer gift certificates?
Yes. You can purchase a gift certificate in values ranging from $25-$500.
Buy a $25 Gift Certificate
Buy a $50 Gift Certificate
Buy a $100 Gift Certificate
Buy a $250 Gift Certificate
Buy a $500 Gift Certificate
How are gift certificates delivered?
Gift certificates are sent by email to the recipient.
How can I redeem a gift certificate?
During checkout on the Payment Method screen, you can enter your gift certificate code by clicking on the “Apply a Gift Certificate” link. Enter your gift certificate code and click the “Apply” button.
Do gift certificate values need to be used all at once?
What happens to my remaining balance?
The remaining balance is saved under the same gift certificate code until completely used.
How can I check my gift certificate balance?
You can call us to find out your balance or add your gift certificate code to the online cart and the amount left will show.
Do your gift certificates expire?
Can I use a discount or promotion code and a gift certificate at the same time?
Yes. Enter your discount code in the Promo Code field under your Order Summary during checkout and then apply your gift certificate balance on the Payment Method screen.
Can I send an order as a gift?
Absolutely! Simply enter your gift recipient’s address as the shipping address during checkout.
How will my gift recipient know a package is on the way?
The best way to let your gift recipient know a package is on the way is to tell them personally.
Can I add a gift message?
Because our products come from various locations around the country, we are not able to include gift messages or notes in the packages before they get shipped.
Will the gift recipient see the prices or amount that I paid?
Can I track a gift package?
We send tracking information to the person who purchased the gift. We can also send tracking information to the recipient at the purchaser’s request. The recipient will not see the amount paid.
Where is Marx Foods located?
Marx Foods is based in Seattle, WA. Our warehouses are located across the country. Most of our meats ship from Newark, NJ but other orders may vary. Fresh produce and seafood ships from various points across the country.