The ice packs in my shipment are melted and my products aren’t cold. What’s up?
Do not throw away your order if the ice packs are melted or the products aren’t cold. It is normal for your ice packs to be partly or completely melted. In summer months, ice packs and products may be warm. The insulated packaging has kept the ferments “cool enough” in transit, giving your goods an additional day of coolness once they have shipped.
Fermented products are safely transported unrefrigerated and can stay out of refrigeration for several days with no impact on food safety. There is no danger of spoilage or harm to the products within standard transit times. We include cool packaging to temperature-stabilize the ferment, and not out of concern for food safety.
A product in my order is puffed up, it looks like it's about to burst. What should I do?
A normal result of moderate temperature fluctuations in transit is that the fermentation process may resume, causing the product to “wake up.” This can mean the creation of C02 gas which may cause a pouch to puff. Poke a small hole and squeeze the gas out (it has to go somewhere.) If you don’t, the package will eventually burst and leak.
Something leaked in transit. What should I do?
Leakage isn’t common, but it qualifies as a “normal” occurrence because the products contain liquid. The product is perfectly safe to consume, they are still preserved. If this happens, give your product package a rinse. Then transfer the veggies to an alternate container. You can make replacement brine (1 cup water: 1 teaspoon of salt/or to taste.) Contact us for excessive leaking or damages in transit.
What’s your return policy?
Because we sell perishable foods, we do not take returns. If you experience an issue, please contact us so we can assist you with a potential refund, credit or replacement order.
What are the operating hours of OMP’s customer service?
Our Customer Happiness Team is on the desk Monday - Friday, EST. If you call and get voicemail, please leave us a message which we will promptly return. Calls and emails made over the weekend will be answered the following Monday. If you leave a question on a social media channel, we will respond within 2 business days.
I have an issue with my order or shipment, how can I get help?
Please email or call us. The various ways to contact us are displayed further down this page.
Do you offer a satisfaction or money back guarantee?
Although we have thousands of happy customers who leave 5 star reviews, there’s no guarantee you’ll be one of them. The odds are you’ll love some things and like others. And there may be something you end up not liking as much.
Some folks new to ferments aren’t used to their bold, complex flavors. If this is you, start moderately and work fermented foods into your diet slowly. Don’t eat the foods straight, rather chop up pickles and put them in your egg or chicken salad. Mix a small amount of kraut into your rice. You’ll get used to the flavors over time and in the process you’ll experience the gut health benefits of fermented foods.
If there’s a quality problem with your ferments, or you receive a damaged shipment, please contact us so we can get you taken care of.
Can I drop in to The Pickle Factory and buy products?
We ask that you order online and select the Local Pickup option. This allows us to plan for your order and you will not have to wait.
Where is The Pickle Factory?
Our address is 5913 St. Augustine Road in Jacksonville, Florida 32257. Please note we are NOT located on OLD St. Augustine Road. Nearest cross street is University Blvd. When heading north (towards downtown Jax), we are on the right, about 1/8 of a mile past the Goodwill and across the street from Publix. There is a storefront facing the street with a red Grabber Construction sign. Head down that industrial parking lot, look for OMP’s green door on the right hand side.
Do you give tours of The Pickle Factory?
Not generally. We cannot accommodate drop in requests for impromptu tours. For school groups and educational tours, please contact us at firstname.lastname@example.org.
We'd love to hear from you!
Please submit the form and one of our Customer Happiness Team Members will be in touch soon.
We're available by phone between the hours of 10am - 2pm EST Monday through Thursday. If you call outside of this time, please leave a voicemail and we'll respond as soon as possible.
If you email us Friday afternoon or over the weekend, we'll respond by noon Monday (EST).
5913 St. Augustine Road, #5
Jacksonville, FL 32207
When you arrive to get your Local Pickup order, enter through the green door. The self-access fridge is located immediately to the right.