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How can we help you?

I’m not living in Europe, but I want to send a gift to a person in the EU, how can I do that?

It is possible to send a gift to a person inside the European Union, even if you live outside of Europe, for example in the US, Canada, or anywhere else in the world.

This is how you do it:

Step 1. During checkout, you're asked for a name and address. Fill in your own details (your name and your home address). Only when you need to select the country, you select the country where the parcel needs to be sent in the EU.

Step 2. Tick the box: "Deliver to a different address?" Then enter the information (name and address) of the person receiving your gift.

Step 3. That's it, you can now proceed to pay with your own credit card to finalize the order.

Example:

Let’s say you live in the United States and you want to send a gift to somebody living in Germany. First, you fill out your name and address in the US. (Enter city as name city, two-letter State). Then as your country, you select the country of the recipient, in this case, Germany. Then you tick: "Deliver to a different address?" After which you can enter the details of the recipient. Once filled out you can choose a delivery option and pay for your order, even with a non-European credit card.

Also good to know:

  • You can ONLY order for people living in the European Union (EU).
  • Rest assured, on the packing slip, no prices are visible, a customer note is printed here if you chose to leave one.
  • Use your own e-mail address to receive the invoice, order confirmation, and tracking information.
  • Enter the phone number of the recipient for easier delivery.
I did not receive a track and trace email yet. Is my order already shipped?

You will receive a track and trace notification once the parcel has been scanned by the postal company for the first time in their sorting center. For international parcels (other destinations then the Netherlands) this can take up to 4 working days.

If you have not received a track and trace email on the 5th day (weekends excluded) after you have placed your order we kindly request you to contact us by sending us an email. But before you do please check your SPAM folder to make sure the tracking email did not go to your spam folder because it's not coming directly from us but from the postal provider.

I have a problem with the delivery of my parcel or the received products

If there is a problem with the delivery of your parcel we want to solve it as soon as possible for you.

Please follow this procedure when:

  • your parcel is not delivered
  • your parcel was damaged upon delivery (products are unusable) - please do not forget to take photos upon delivery or we may not be able to refund you
  • you received the wrong products
    • If you follow these steps below we'll be able to resolve your issue as quickly as possible:

      Step 1: Please fill out this form: Issue with Parcel to include all the details we need about your order to process your claim.
      Step 2: You will receive a personal confirmation from us within 24 hours on working days after we received the form.
      Step 3: We are going to open an investigation at the post for you if necessary or we are going to trace the cause of the problem.
      Step 4: You'll hear back from us as soon as we have an answer from the postal service (usually within 5-10 working days).

      PS: we understand 5-10 working days may feel long for a solution. Unfortunately, we are dependent on third parties (the postal services) for an answer and we can not speed up their process. We'll answer you as soon as we can. Promised.

      Form: Issue with Parcel

I’m looking for a product I’m unable to find on your website, can you get it?

We sell a limited amount of products in our regular store to better focus on these products. But we do take requests for special purchases:

If the product you're looking for is a supermarket product and is a long-life shelf product (meaning it's not frozen, refrigerated, or fresh (short date) you can request the product per wholesale box. That means the minimum number of products we have to purchase, usually, that is 12. But sometimes that number is less or more. Except for Dutch supermarket products, those can be requested individually. Before you email us, please agree/understand the following:

  • For American or British products you're willing to purchase 12 products at once (or whatever number the box quantity is), Dutch products can be ordered individually.
  • The delivery time for American Products is 10-16 weeks, for British products 2-4 weeks, for Dutch products 1 week. You're willing to wait this long.
  • We'll quote you a price once you made the request, expect prices to be averaging around twice the price as it would cost in the country of origin.
  • You're willing to pay 50% of the quoted price once you accept the special order quote from us. The remaining 50% will need to be paid once the products are ready to ship from us.
  • Once you've placed a special order and confirmed it to us by e-mail, the order can not be canceled or changed. We order these products especially for you. In case you cancel in between or don't pay the final payment you will lose your pre-payment.

For special requests please email us here. Once we receive your request we'll check with our suppliers if we can order the product for you, the minimum quantity, the delivery time, and the price and we'll inform you by email. Once you agree we'll send you the payment details and after we received your payment we'll start the buying process.

PS: if for some reason we're unable to source the product after we confirmed the order, we'll inform you and of course you'll receive a full refund on your pre-payment.

I have a question about the best before date

We offer a best before guarantee of two months* on every product unless we clearly mark a product with a shorter date. Products with a shorter date start with SHORTER BBD or JUST EXPIRED. For all products without this marking our guarantee is applicable*.

It's important my products have a best before date longer than two months, what can I do?

Most of our products have a best before date (much) longer than 2 months. To verify please send us an email before you order and request the date for a product you're interested in. We'll inform you as quickly as we can with the most recent date in our warehouse.

Products with a SHORTER BBD prefix are still of excellent quality and usually on sale. A perfect chance to try products or get your favorite products at a lower price. We always post the exact "best before date" in the product copy for all SHORTER BBD products.

Products with a JUST EXPIRED prefix are past their advised best before date but still of good quality and are heavily discounted. Note that best before dates are usually set very conservative by manufacturers and more often have a commercial motive than a necessary one. When we still offer the product, the quality is still good. But please consume quickly after receiving the products. We will not accept any claims on taste or condition after 7 days of delivery for Just Expired products.

The most important thing is that you'll have a choice. Whether you want a regular product, a cheaper shorter-dated product, or a heavily discounted just expired product. Just look at the product titles to notice them and then you make an informed choice.

* for administrative reasons this can take up to a week to change online. For that reason we can not honor claims under this guarantee if the best before date is 7 weeks or longer from the moment of ordering.

I need my parcel fast, how fast can you deliver?

We ship parcels on Monday and Thursday.

If your shipping address is within Belgium, or the Netherlands your parcel will arrive the next day.

If your shipping address in Germany your parcel will arrive within 2 days after shipping.

If your shipping address is in another EU country delivery times are 4-10 working days after the day of shipment. In general the further you live from the Netherlands the longer it takes to deliver the parcel. Thus a parcel shipped to Austria is much quicker than a parcel shipped to Greece for example. Also note delivery to cities is faster than remote rural areas and islands. We have no control over the shipping duration. You can follow progress on a track an trace page during shipment.

We are unable to speed up this process, even if you ask. Therefore please allow enough time for delivery.

I want to order less than 25 euros, how can I do that?

It is not possible to order less than 25 euros. Why?

On food items, margins are lower than on other products. To ship items (internationally) there are (high) costs involved that we sponsor in part. Below 25 euros these costs are higher than our margins.

When you order online, it's best to stock up a little. That is also the most economic for shipping charges. If you don't need that much? Why not order with friends and/or family and split the shipping costs between you?

My country is not in the list of shipping countries. What do I do?

Unfortunately, we can only accept orders from the countries listed on the order form.

We can accept orders from and ship to most countries within the European Union but not all.

  • Countries outside the European Union: like Switzerland, Norway, Iceland, Russia: due to customs-related issues we are unable to send outside the EU.
  • Missing countries within the EU: Like Bulgaria or Malta: we are unable to logistically ship here at a reasonable price. Therefore we had to exclude these locations.
I have a sponsor request (YouTube channel, blog, (sport) club, event, charity)

Thank you for showing interest in our company. We'll look at every sponsor request. Please fill out this: form Sponsor request.

However due to the large volume of requests we can not respond to each request that comes in. If we don't respond we either have no option to sponsor at this moment or the sponsoring request is not what we're looking for. We do not appreciate follow up email about your request. We will come back to you if we are able to work with you. Thank you.

I have another question

Email: If you have a consumer question, (No B2B/Wholesale question), then please E-mail us here and we'll answer your question within one working day. Please note we do not offer B2B wholesale services, and we do not have a price list available. All prices you see on the website apply to consumer- and business orders alike. Please, do not send in a request for a price list or wholesale services. We won't be able to respond if you do.

Facebook Messenger: ShopAmericaEU and we'll answer your questions within one day.

Postal address:

Shop America - House of Fine Foods
De Kooihoek 16c
3751LZ Bunschoten-Spakenburg
Netherlands