FAQs

MY ORDER SAYS COMPLETE BUT I HAVEN'T RECEIVED ANYTHING?

Orders are marked as complete by our despatch team when the order has been despatched. This means that the order has been complete and is on the way to you.


CAN I LEAVE A GIFT MESSAGE?

Please leave any gift messages in the comments box as you checkout. Gift messages will be transferred to a Port Of Lancaster Card and placed in the order.


MY ORDER IS A GIFT WILL PRICES BE REMOVED?

If orders are received with a different billing address to shipping address then orders are automatically put together without prices or invoices. Please leave request in comments field if the billing and delivery address is the same.


DO YOU GIFT WRAP ORDERS?

We don't gift wrap specific orders but all parcels are packed with tissue paper, decorative wood wool and Port Of Lancaster outer boxes.


WHO WILL DELIVER MY PARCEL?

We despatch most of our orders with Fedex. Fedex will deliver the order between the hours of 9am & 5.30pm. We also use Royal Mail to despatch a number of parcels, they are delivered on a 1st class service.


WHAT IF I AM NOT IN TO TAKE DELIVERY?

Please leave any special courier requests in the comments box before checking out. Our standard request is 'If out leave with neighbour & leave card'. Please feel free to email us on sales@lancastersmokehouse.co.uk with any last minute courier messages and we will endeavour to add them to your order.


CAN I FREEZE ITEMS IN MY ORDER?

Please see specific items on our website for information on freezing. You can also email or call us for any further information.


WHEN WILL MY ORDER ARRIVE?

We endeavour to despatch orders withing 48 hours if received before 12pm. Please be aware that we only despatch parcels on Mondays, Tuesdays, Wednesdays & Thursdays on a next day delivery service. Any orders received after 2pm on Thursday will be despatched the following Monday. Please feel free to contact us for a tracking number if required.


HOW WILL MY FOOD STAY COLD IN TRANSIT?

All parcels are packed with ice packs manufactured by Sorba Freeze, global leaders in temperature control systems for food. They are perfect for keeping food fresh and cool. They are non- toxic and food safe. The ice packs are produced from recyclable, environmentally friendly materials which give the added benefit of not sticking together when frozen. The water used for production of the water ice packs is sterile and regularly tested to ensure they are food safe and hygienic.