Please use our contact form here or reply to your confirmation email. Please note that changes can only be made if the order has not shipped yet.

For address changes include:

• Order number from your confirmation email.
• The new shipping address including the recipient's name.
  

For order changes, include:

• Order number from your confirmation email
• The items that should be removed/added
• We will revise your order and either issue a refund or invoice via email depending on the changes made.
  

For adding a gift note, include:

• Order number from your confirmation email.
• The gift note that should be added. Emojis will not appear as expected.
• Your name should be included at the end of the note so it is clear who the gift is from.

We fulfill orders from Monday through Thursday. Orders placed Thursday evening through Sunday will be processed on the following Monday.

Please allow 1-5 business days for your order to be packed and shipped. Once your order is with the carrier, your tracking link will be updated. You can expect delivery in 1-3 days after that.

Our delicious, fresh-baked pretzels are shipped the same day they are baked. This careful process ensures the best quality, but it also means our timeline can sometimes be affected by factors outside our control, such as federal holidays, high order volume, or carrier-related constraints. We promise the wait is worth it!

It is very important to unbox our pretzels as soon as possible. Our fresh-made pretzels are hand-twisted and baked just before shipping, with no chemical preservatives added to retain their genuine flavor. The refrigerator is not cold enough to prevent them from perishing, so you should freeze the extras immediately.

You can set aside any pretzels you plan to enjoy that day, the remaining pretzels are good to go directly into the freezer. They will last for up to 90 days.

If you are sending the pretzels as a gift, it is also very important that you let the recipient know to expect a package that needs to be unboxed and frozen quickly. We recommend sending them the tracking link so they can be on the lookout for their delicious delivery!

We get asked sometimes why we don't ship our pretzels cold or frozen. Since they are simple bread products that do not contain eggs, dairy, or meat, it is perfectly okay for them and the dips to arrive at room temperature.

For added convenience, we advise portioning the pretzel nuggets into smaller, freezer-safe bags ahead of time. Please note that our dips, glazes, salt, and cinnamon sugar do not need to be frozen.

Once you have received your confirmation email and verified that all the information is correct, your order will make its way through our processing queue.

As soon as we print your shipping label, a tracking number will be generated and emailed to you. Our packing team will then fill your order and hand it off to the carrier. The carrier will scan your package into their system, which will update your tracking link.

Since we bake a finite number of pretzels each day to ensure maximum freshness, your tracking link will be updated within 3 business days of the label being created.

Ingredients:
Enriched wheat flour (wheat flour, niacin, reduced iron, thiamin mononitrate, folic acid, riboflavin, enzyme), water, canola oil, less than 2% of: dark brown sugar (brown cane sugar), salt, fermented wheat flour, enzymes, yeast.

Contains: Wheat

Note: Our pretzels are made with a traditional lye solution, which gives them their classic dark brown crust and flavor.

Nutrition Facts

Based on one pretzel (170g)

Calories: 430
Total Fat: 6g
Saturated Fat: 0.5g
Trans Fat: 0g
Cholesterol: 0mg
Sodium: 540mg
Total Carbohydrate: 80g
Dietary Fiber: 3g
Total Sugars: 4g
Includes Added Sugars: 2g
Protein: 12g
Vitamin D: 0mcg
Calcium: 20mg
Iron: 5.3mg
Potassium: 150mg

We ship to all 50 states, including Hawaii and Alaska, using FedEx and UPS. Due to the limited shelf life of our pretzels, we are unable to ship to locations where these carriers are not available, or to P.O. boxes, military boxes, U.S. territories, or other international locations. Shipments to military addresses and other overseas locations can take too long to arrive, causing the pretzels to perish. We want to ensure that every order arrives as fresh as possible, which is why we have these shipping restrictions.

Heating Instructions
Our pretzels are best enjoyed bakery-fresh — hot to the touch and slightly crispy on the outside.
Thaw & Preheat
If frozen, thaw pretzels on the counter for ~30 minutes. Preheat toaster oven, convection oven, or air fryer to 350°F.
2. Place on Baking Sheet
Arrange pretzels on a non-stick baking sheet or oven tray.
3. Brush
Lightly brush with butter or water until the surface glistens.
4. Salt
Sprinkle desired amount of pretzel salt on pretzels before baking. (Apply cinnamon sugar after baking.)
5. Bake
Bake pretzels for 5–7 minutes until hot to the touch and with a light crisp.
6. Finish & Enjoy
For cinnamon sugar: brush with butter, then toss and coat while warm.
Let cool briefly, then pair with your favorite The Pretzel Co. dip.

Coupon codes can only be applied to full-priced items that are not already on sale.

They cannot be used on our subscription boxes, as these are already sold at a discounted rate.

The following boxes are shipped free and are not eligible for coupon codes:

• The Mega Mystery Box
• The Legendary Favorites Box

All coupon codes are for one-time use only, and some may expire after a certain time, as specified in the email you received.

Note: If you receive a coupon code via email after placing an order, it is a thank-you gift for your next purchase and cannot be applied to your most recent order.

After you place your order, you'll receive a confirmation email. Be sure to double-check that all the information, including your shipping address, is correct.

Next, your order makes its way through our queue. We use your shipping label as our order ticket, so when we print it, a tracking number is automatically generated and emailed to you. Please note that since we have a finite number of pretzels to bake and ship each day, it may take up to three business days for your tracking link to show movement.

In a process we're incredibly proud of, our skilled bakers hand-twist a variety of pretzels with care. They are then baked to golden-brown perfection, cooled, and packaged to fulfill orders, ensuring that every pretzel that leaves our kitchen is as fresh as possible.

Once your order is filled and handed over to the carrier (FedEx or UPS), it will be scanned into their system, and you'll see your tracking link update.

When your pretzels arrive, it's very important to unbox them as soon as possible. You can set aside any you plan to eat that day, but you should freeze the rest to maintain their freshness for up to 90 days.

If you need support, please email us or use our contact page. To be eligible for a refund or reshipment, claims for freshness (e.g., mold) must be made within 24 hours of delivery and include photos. This can happen if there was a shipping delay or if the pretzels were not unboxed and frozen promptly. For claims regarding shipping delays, please check your tracking information and contact us; we can provide a refund or reshipment if the delay was due to the carrier.

Yes! Local pickup is now available in York, PA. Pre-order at least 24 hours in advance at www.yorkpretzelcompany.com. Your pretzels will be baked fresh and ready for you to salt and heat at home.

Sending our pretzels as a gift is a great way to share a fresh, delicious treat! To ensure your recipient gets the pretzels in the best condition possible, here are a few important things to keep in mind:

1. Let Them Know It's Coming

Our pretzels are baked fresh without chemical preservatives, so it's very important that they are unboxed and frozen promptly upon arrival. We recommend sending your recipient the tracking link or letting them know to be on the lookout for a perishable gift. This will help them avoid any delays in getting the pretzels into the freezer.

2. Verify Their Availability

Since the pretzels are time-sensitive, please make sure your recipient will be home to receive the package. We cannot ship to locations where FedEx and UPS are not available, or to P.O. boxes, military boxes, or other overseas locations (excluding Hawaii and Alaska) because the limited shelf life would mean the pretzels would likely perish before they arrive.

3. Verify the Shipping Address

We know that express checkout systems can sometimes change the shipping address. Before completing your order, please carefully review the shipping address to ensure it is correct. If you discover an error after placing your order, please contact us immediately with your order number and the correct address. We will do our best to correct it before the package ships.

4. Timing Your Order

To ensure your gift arrives at the perfect time, it's always a good idea to order ahead. This gives us ample space to bake and prepare your order, so we can make sure it ships out appropriately. You can generally expect your order to arrive within 1-8 days of placing it.

5. Send a Gift Message

If you'd like to include a personal note, you can add a gift message in your cart before the check-out page. Be sure to add your name!

We offer two free-shipped boxes, the Legendary Favorites Combo Box and The Mega Mystery Box, which will have a free shipping option available at checkout. You can ignore the free shipping bar at the top of the cart if you are purchasing one of these items.

For all other orders, to qualify for free shipping, your order subtotal must meet or exceed the current free shipping threshold shown at the top of your cart. If a coupon code reduces your cart total below this threshold, you will need to add more items to reach the minimum again.

Please note the following exceptions. If your order includes a free-shipped box and you add any additional items, the free shipping will be removed unless your total order value meets or exceeds the current free shipping threshold. For example, if you add a mustard to your mystery box order, the free shipping will be voided due to the increased weight of the package. Additionally, subscription boxes do not come with free shipping, and gift cards do not add to the free shipping total.

You will receive a tracking email when we print your shipping label and add your order to our fulfillment queue. Click the link provided in the email. The initial status may say "pending" until the carrier picks up your package. Once they do, an estimated delivery timeline will be provided when you click the UPS or FedEx logo.

To ensure your order arrives when you need it, it is important to understand our production and shipping schedule. While we cannot guarantee specific delivery dates, following these guidelines will help us get your pretzels to you as close to your requested date as possible.

Realistic Expectations

You can generally expect your order to arrive within 1-8 business days from the time you place it. Please note that we do not offer same-day or next-day shipping by default. For the best quality, we use UPS Ground for addresses closest to us and FedEx 2-Day for further locations. Our delicious, fresh-baked pretzels are shipped the same day they are baked. This careful process is tied to our baking schedule, which runs from Monday through Thursday. This also ensures that packages never sit in a warehouse over the weekend.

Requesting a Specific Ship Date

If you have a special event or need a specific delivery date, we recommend placing your order a week or more in advance. For the best chance of your request being accommodated, order between Thursday night and Saturday and then contact us immediately with your order number and requested ship date. This timing allows our customer support team to see your email on Sunday and make sure your order is placed on hold and scheduled appropriately.

While we do our best to accommodate all requests, we cannot make any promises due to factors beyond our control, such as federal holidays, high order volume, or carrier-related constraints.

Bulk Orders (Large Orders to a Single Location)

Perfect for events, parties, or large gatherings, these are orders that ship to a single address.

We recommend reaching out via email at least two weeks in advance. This provides ample time for us to discuss your needs and ensure our timeline and pricing will work for your event.

Please include the following information in your email to get started:

• The quantity, type of pretzels & dips you'd like to order
• The name for the order
• The required 'deliver by' date
• Gift note to appear on packing slip
• Any requests for upgraded shipping
• Any allergy information we should be aware of.

Corporate & Multi-Address Gifting (10+ locations)

For sending as individual gifts to multiple recipients, we can help you coordinate an order. Please contact us via email to request the corporate gifting form. We recommend reaching out two or more weeks in advance.

When you contact us, please be sure to include:

• The specific box and dips you would like to send.
• Any allergy information we should be aware of.
• Gift note to appear on packing slip

Important Notes

• We only ship pretzels plain and unsalted. They will need to be handled and prepared by a caterer or event staff.
• We do not offer special gift wrapping.
• Once we have all the information, we will send you an invoice.

If Your Order Has NOT Shipped Yet

As long as a shipping label hasn't been printed for your order, we can hold it until you return.

1. Action: Immediately contact us using the contact form on our website or by sending us an email.
2. Information to Include: Please provide your order number(s) and the specific date you would like us to hold the order until.
3. Options: At this stage, we can usually place a hold, or if you prefer, we can process a full refund and cancellation.

Important Note: If a shipping label has already been printed, there is a chance your order has been packaged and is about to leave for the carrier's processing hub. Contact us right away, and we will do our best to catch it before it ships!

If Your Shipment Is Already In Transit

Once a package is scanned into the carrier's system (UPS/FedEx), we cannot make changes to the shipment (including address changes or delivery date changes).

1. Best Solution: We highly recommend asking a trusted friend, family member, or neighbor to receive the package for you.
2. Freshness: Because of the freshness promise, it is critical that they unbox the pretzels immediately upon arrival and store the majority of them in a freezer until you return.

If you believe your shipment will be delayed or need assistance with a delivery exception, please reach out to us using the contact form, and we'll help find the best solution.

⚠️ IMPORTANT SCOPE NOTE: This guide is for customers before they place their order. If you have already submitted your order and need to correct the shipping address, please navigate to our separate guide: "HOW DO I CHANGE MY SHIPPING ADDRESS/ORDER DETAILS/ADD A GIFT NOTE?"

Express checkout options like Shop Pay, Apple Pay, Google Pay, and PayPal are designed to save your details for faster checkout. But when you’re sending a gift or need to change your address, you’ll want to update or override those saved settings.

Shop Pay

1. Log in at Shop Pay or open the Shop app.
   
2. Go to Wallet > Addresses.
   
3. Edit, delete, or add a new address.
   
4. At checkout, make sure to select the correct address.
   

Tip: You can also skip Shop Pay autofill and enter everything manually. This avoids old info from being used. Be careful not to leave the “Billing address same as shipping” box checked if it’s a gift.

Apple Pay

1. Open the Wallet app on your iPhone.
   
2. Tap the card you use, then go to More (…) > Card Details > Billing Address to update billing info.
   
3. To update shipping, go to Settings > Wallet & Apple Pay > Shipping Address.
   
4. At checkout, select the right address before confirming.
   

Google Pay

1. Open the Google Wallet / Google Pay app.
   
2. Go to Payment methods > select your card > Edit.
   
3. Update your billing address.
   
4. To change or add shipping, go to your Google Account > Addresses.
   
5. At checkout, choose the correct address.
   

PayPal

1. Log in to PayPal.
   
2. Go to Settings (gear icon).
   
3. Under Addresses, add or update shipping details.
   
4. Confirm your billing info under your saved payment method.
   
5. During checkout, double-check the shipping address before you click Pay Now.
   

Important Tips for All Express Checkout Options

• Gift orders: Always confirm the recipient’s name and shipping address before placing the order.
  
• Billing vs shipping: Many wallets default to “billing same as shipping.” If it’s a gift, uncheck or update this so the billing address stays yours.
  
• Manual checkout: If you’re unsure, you can always bypass express checkout and enter the info manually for full control.

What you’re seeing is usually a pending hold from your bank, not two actual charges. When you place an order, your bank may temporarily hold funds to confirm the payment. Sometimes this looks like a duplicate charge on your statement, but only one of them will settle.

These pending holds typically drop off within a few business days, depending on your bank’s processing time. This is also part of your bank’s fraud protection system, which ensures your card is valid and helps prevent unauthorized transactions.

If you still see two completed charges after a few business days, reach out to your bank or card provider, as they’ll be able to release any accidental holds faster.

Nope — our pretzels are sent fresh, not frozen, and we don’t include cold packs in the shipment. Since they don’t contain any eggs or dairy, there’s no need for refrigeration during transit. They’re a simple, fresh-baked bread product, so it’s perfectly fine if they arrive at room temperature. Just pop them in the freezer once they arrive if you’re not enjoying them right away!

We understand that mistakes can happen, and we will do our best to help you get your pretzels to the right place. Our system is set up to allow customers to make minor changes to their address, but please be aware of the following limitations:

• Carrier Restrictions: The ability to change a shipping address is often limited by the carrier. While they typically prefer that the shipper (us) makes the changes, you may be able to contact them directly to make minor adjustments, like a house or apartment number. It is best to have your tracking number handy when you call. Please note that for security and accountability reasons, carriers are often only able to accept address changes from the original shipper. This is to ensure a package is not fraudulently redirected by an unauthorized party.
• Shipper Policy: As the shipper, we do not change shipping addresses once a package is in transit. This is because any address change would cause a delay, compromising the quality and freshness of our pretzels. Our commitment is to deliver a product that meets our quality standards.
• Potential Delays: Any change to a shipping address will cause a delay in your delivery. The package must return to the carrier's hub to be updated with the new address, which can cause a delay of 1-3 business days.
• Our Recommendation: It is best to reach out to us with your order number and the correct address as soon as you notice an issue. If your address is wrong in your confirmation email, we will do our best to resolve it before the package ships.

We encourage you to double-check your shipping information during checkout, as this helps prevent delays and ensures your pretzels arrive fresh and on time.

If you receive an email about a "possible delivery exception," check the tracking link for details.

An exception such as "delivery not attempted/customer not available" means the driver tried to deliver the package but was unable to. This can happen if the recipient was not available, the driver couldn't access the building, or there was an issue with the address. The carrier will usually make another attempt the next business day.

If your shipment says it was "cancelled by the shipper," it means an adjustment had to be made to your order. This could be due to a date or address correction, or because we split your order into smaller shipments. You should receive an email with updated tracking information, but if you don't, just contact our team with your order number and request the updated tracking link.

Sometimes we also have to void a shipment if your address is not eligible for Saturday delivery, such as a business address or due to local exceptions. If you submit an order with an address we cannot ship to—such as a P.O. box, international address, APO, or U.S. territory—we will have to cancel your shipment and refund your order.

Once your package is in the carrier's hands, they do not personally inform us when things go wrong. While this can be a frustrating experience, it can be helpful to reach out to them directly since the package is in their possession. You will want to have your tracking number ready when you contact them.

Common causes of delays include heavy shipment traffic, severe weather, road work, or technical issues within the carrier's network. Typically, if an order is delayed by a day, the pretzels should be fine. Just check them for signs of perishing upon arrival.

If the pretzels arrive perished due to the delay, please reach out to us as soon as possible with your order number, confirmation that the shipping address is correct, and photos of the pretzels. We understand this is a frustrating situation and will do our best to resolve the problem.

We know that many of our customers order for a planned event, and a shipping delay can be especially disappointing. We are committed to making things right and want to help you get through this. Please do not hesitate to reach out to our customer support team for assistance.

In many cases, our tracking emails come 24-48 hours before your package is actually shipped.

FedEx and UPS may generate "estimated" delivery dates prior receiving to your shipment. Please ignore those dates.

After FedEx or UPS actually picks up your package, the carrier in question will generate a more accurate delivery date.

First, take a deep breath. We have a 100% satisfaction guarantee. It really will be okay.

We can't control shipping carriers like FedEx or UPS, and we don't know what they did with your box after it left our bakery.

Start by checking your confirmation email to confirm the shipping address you entered is correct. If it is not, please contact us and provide the correct shipping address with your order number.

If your shipping address is correct,
enter your tracking number on the FedEx or UPS website to check if a proof-of-delivery photo is available.

Contact your carrier's customer support line to confirm delivery details. If they can’t locate the package, email us at csteam@thepretzelcompany.com or whatsup@thepretzelcompany.com, and we’ll make it right with a replacement or refund under our 100% satisfaction guarantee.

We are unable to deliver to PO Boxes & APO/FPO addresses. Because our pretzels are perishable, the extended transit times, additional handling, and processing times for these destinations would likely cause the pretzels to perish before being received.

Currently, we only ship within the United States. If you’re located outside the U.S. and would like to place an order, contact us at csteam@thepretzelcompany.com or whatsup@thepretzelcompany.com, and we’ll see if we can assist.

Click this link to manage your subscription.

If your order hasn’t shipped yet, we’ll do our best to accommodate changes. Email us at csteam@thepretzelcompany.com as soon as possible with your order number and requested updates.

Yes. Our soft pretzels are fresh, never frozen, and shipped the same day they’re baked — meaning the pretzels you ordered don’t even exist until we make them for you!

We recommend freezing your pretzels within 24 hours of arrival. Once frozen, they’ll stay fresh for up to 90 days. The “Best By” date on the bag reflects the shelf life of the pretzels while they remain unfrozen.

Our pretzels are not perishable in the sense of containing meat, dairy, or eggs that spoil without refrigeration. Instead, they’re preservative-free, which means they naturally have a shorter shelf life than the long-lasting breads you might find at the grocery store. We don’t cold-ship them because there’s no need to — and because it would only add unnecessary cost to your order. We also don’t have a commercial freezer; your pretzels are shipped to you 100% fresh.

To make sure you get the best possible experience:

• “Open Immediately” is printed on the box as a reminder to unpack them right away.
  
• Inside, you’ll find a storage guide that recommends freezing any pretzels you won’t enjoy within 24 hours.
  
• Think of them like a fresh bakery loaf: if left out too long, they’ll eventually mold.
  

Thank you for supporting our bakery and enjoying our fresh-baked pretzels! If you have any concerns, please reach out at csteam@thepretzelcompany.com.

Most orders arrive within 1–3 days after shipping, but sometimes carriers experience delays. Please check your tracking information first, as that will show if your order was held up in transit. Unfortunately, we aren’t personally notified when a shipment is delayed.

Our pretzels are fresh, never frozen, and shipped the same day they’re baked. Like bakery bread, they are perishable and require proper handling once they arrive. Here’s how to keep them at their best:

• Your box is clearly marked “Open Immediately” as a reminder to unpack your pretzels right away.
  
• Inside, you’ll find a storage guide that advises freezing any pretzels you don’t plan to enjoy within 24 hours.
  
• Your order confirmation email also includes this reminder.
  

Just like you wouldn’t leave a loaf of fresh bread sealed in a box for a week, the same care applies to our pretzels. Following the storage instructions helps preserve quality and prevent spoilage.

If you experience an issue, please contact us within 24 hours of receiving your order at csteam@thepretzelcompany.com or whatsup@thepretzelcompany.com. Be sure to include photos of the affected pretzels, and we’ll replace your order or provide a refund under our 100% satisfaction guarantee.

To maintain freshness, freeze your pretzels within 24 hours of delivery. They’ll keep for up to 90 days.

Nugget Storage Tip

If you don't plan to eat all your pretzel nuggets in one sitting, portion them immediately upon arrival for peak freshness. Divide them into smaller amounts, place them in separate freezer-safe bags or containers, and freeze them right away. This prevents the entire supply from being exposed to air!

The “Best By” date reflects the shelf life of our pretzels if they are not frozen. For maximum freshness, we recommend freezing your pretzels within 24 hours of arrival. Once frozen, they’ll stay fresh for up to 90 days.

If your Best By date has already passed, please first check your tracking information. A shipping delay of several days could explain the discrepancy. If no delay occurred, it’s most likely just a printing error.

As long as your pretzels show no signs of mold and no off smell, they should still be safe to enjoy.

No need to worry about thawing your pretzels — they're ready to heat straight from the freezer! You'll want to heat them a bit longer until they're piping hot inside.

If you prefer to defrost them first, you can let them sit on the counter until your oven preheats or for up to an hour, but please don’t leave them out overnight. For a quick option, pop them in the microwave on a low power setting for under a minute to gently thaw.

Each Mega Mystery Box includes 40 ounces of our soft pretzels plus a mystery dip in the flavor category you choose.

We go by weight instead of a fixed count because our pretzels come in different shapes and sizes:

• 1 oz nuggets
  
• 4.5 oz pretzels
  
• 6 oz pretzels
  
• 10 oz pretzels
  
• Braids (2 per pack)
  

Every box has at least two varieties, so you’ll get a fun mix. For example, a bag of 20 nuggets weighs the same as two 10-oz pretzels. Listing by ounces makes sure every box is equal in value, no matter the combination.

For the dip, you pick a category, and we’ll surprise you with one flavor from that group:

• Classic: cheese, original Polish mustard, or sweet hot honey mustard
  
• Sweet: vanilla glaze or chocolate glaze with cinnamon sugar
  
• Spicy: wasabi mustard, bacon jalapeño mustard, or sriracha mustard
  
• Surprise: could be any of the above, plus dill pickle mustard
  

That way, you still get some control while keeping the “mystery” fun.

Our traditional soft pretzels are made with simple ingredients: flour, water, yeast, salt, brown sugar, and non-GMO canola oil. However, they are produced in a facility that also handles soy (Vanilla Sweet Deal's vanilla glaze), dairy (White Sharp Cheddar Cheese Spread), and wheat products (all of our pretzels).

While we take precautions to prevent cross-contamination, we cannot guarantee that our products are free from trace amounts of these allergens. If you have specific allergen concerns, please contact us directly for more detailed information.

Yes, our traditional soft pretzels are vegan-friendly, made with simple ingredients: flour, water, yeast, salt, brown sugar, and non-GMO canola oil.

The only dips that are not vegan include: Sweet Hot Mustard (honey) and our cheese dip (dairy).

Our Pretzel Bombs that include chocolate or pepperoni will not be vegan.

Unfortunately, we are unable to provide gluten free pretzels at this time as we would need to open an entire new facility to ensure no cross contamination occurs. We understand how disappointing this is. We hope to offer gluten free pretzels in the future!

The short answer is: No, we are not currently Kosher Certified.

While our classic pretzels and most ingredients are generally Kosher friendly, we do not hold an official certification. This is primarily because during the colder months, we use our facilities to process and handle non-kosher ingredients, such as pepperoni, to produce other seasonal products.

Due to the shared processing environment, we cannot maintain the strict separation required for official certification. We believe in being fully transparent about our facility and ingredients.

It's easy to start a subscription and start saving! We call our subscription service "Subscribe & Save."

To initiate a subscription, simply visit any product page and follow these two steps:

1. Select the Option: On the product page, choose the "Subscribe & Save" option (instead of the "One-Time Purchase" option).
2. Add to Cart: Select your quantity and click "Add to Cart."

That's it! Your subscription will automatically be added to your order.

Important Note on Eligibility

Please note that not all items are eligible for the "Subscribe & Save" program. If you do not see the subscription selection option on a product page, that item is currently only available for a one-time purchase.

Subscription Fulfillment Details

• Default Frequency: Your subscription will default to delivery every 30 days.
• Renewal Date: Your order will be added to our fulfillment queue around the same date you originally placed the order each month.
• Shipping Time: Please remember that this date is when the order enters the queue. Since we bake fresh, your subscription box may still take 1–5 business days to be packed and shipped.

Need to manage your subscription? You can change the delivery interval (e.g., every 15, 45, or 60 days), boxes/items, addresses, payment information, and contact information at any time by logging into your customer portal.

We use a platform called Recharge to manage all of our subscriptions, and the good news is they are highly customizable!

Default & Customization

Your subscription defaults to delivering every 30 days from the date you originally placed the order. However, you can log into your customer portal at any time to easily adjust both. Your login email will be the same one you used when you placed your order:

1. The frequency: Change it to virtually any interval you need! Whether that's every 7, 10, 45, or 60 days, you have complete control over how often your box arrives.
2. The date: Change the specific day of the month your order is generated.

Important Note on Fulfillment

Please keep in mind that the date you select for your subscription is the day your order enters our fulfillment queue, not the day it ships. Since we bake and twist a fresh, finite amount of pretzels daily, your order may still take up to 5 business days to be processed and shipped out.

Since we use the flexible Recharge platform, you have full control over skipping or cancelling your subscription through your customer portal.

⚠️ Critical Timing for Skipping or Cancelling

If you plan to Skip your next delivery or Cancel your subscription, you must act before your card is charged.

1. Look for the Warning: We will send you a heads-up email 3 days (72 hours) before your renewal charge processes. This is your final chance to make changes.
2. The Deadline: You must log into your portal and select "Skip" or "Cancel" before the charge goes through.
3. The Point of No Return: Once your payment is processed, the order immediately enters our fulfillment queue. We cannot cancel or refund shipments that are already boxed, labeled, or placed on the shipping pallet.

Great news! Because we use Recharge to manage our subscriptions, you have extensive control over your order and can make changes easily through your customer portal.

You can modify almost every aspect of your upcoming shipment, including:

• Box Type: Upgrade to a larger box or switch to a different seasonal option.
• Add-Ons: Easily add or remove items like mustard, dips, or extra accessories.
• Flavor/Product Switches: If your subscription includes rotating flavors, you can manually select the ones you want for the next delivery.
• Quantity: Adjust the number of boxes you receive.

To make a change:
Simply log into your account, navigate to your active subscription, and make the necessary edits. Please be sure to finalize any changes before your next scheduled renewal date to ensure they are reflected in your upcoming box!

While this is not a standard automated feature, you absolutely can change the address before each order renews!

You can update your shipping address in your customer portal ahead of each renewal date.

For specific or complex requests outside of manually editing your portal (such as needing assistance with a gift subscription), please contact us directly, and we will do our best to accommodate your needs.

Our subscriptions, labeled as "Subscribe & Save," are already heavily discounted to provide you with the best possible recurring price on your favorite pretzels.

Due to these deep, built-in savings, we are unable to offer free shipping on subscription orders. Shipping costs will apply to each recurring delivery to ensure your fresh pretzels arrive safely.

We genuinely care about your experience and your satisfaction is everything to us. That's why we confidently stand by our products and offer a 100% satisfaction guarantee on every purchase.

In the rare event of a fulfillment error, product damage, or verifiable quality issue, we will either replace your product, refund your order, or otherwise work with you to make things right.

Critical Policy Notes

• Freshness Claim Window (24 Hours): Because our pretzels are preservative-free and highly perishable, any claims concerning freshness (e.g., mold) must be submitted via email within 24 hours of receiving your purchase. Storage guidelines are provided in every order (both in the box and in your confirmation/tracking emails). Eligibility for freshness claims requires verification that the pretzels were unboxed and stored (frozen) on the day they arrived, as detailed in our published guidelines. Freshness claims that do not meet this storage requirement will be ineligible for resolution.
• Other Claims (7 Days): Claims unrelated to product freshness (such as missing items, incorrect flavors, etc) are handled under our standard 7-day window and must be reported within 7 days of delivery.
• How to Initiate a Claim: For step-by-step instructions on submitting a claim, including the required information and photos, please refer to our dedicated Q&A: "How do I initiate a refund/return/replacement?"

We are committed to making sure you are delighted with your order!

Due to the perishable and preservative-free nature of our pretzels, we do not accept returns. We rely on FedEx/UPS to deliver within 1–2 business days. If your order arrives damaged, with missing items, or has a freshness issue:

• Freshness Claims (e.g., Mold): All freshness claims must be submitted within 24 hours of delivery. As noted on our site, our pretzels must be unboxed and frozen the same day they arrive. We cannot be held responsible for issues that arise from packages that are not opened and stored in a timely manner.
• Resolution: We will work quickly to find a satisfactory solution (replacement or refund) for valid issues.

Please follow these steps to report an issue:

1. Email Us: Contact our Customer Success Team at csteam@thepretzelcompany.com.
2. Provide Details & Check Tracking: Include your Order Number and a clear description of the issue.For Freshness Claims: You must check your tracking link (provided in your shipping email) and confirm if there was a carrier delay that caused the box to arrive later than 3 days. This information is essential for us to process your claim.
3. Attach Photos (Required for Damage/Mold): Please include clear photos of the damaged product and/or packaging.

We will respond to your inquiry as quickly as possible, generally within 48 hours. Please note that our team is out of the office from Thursday evening through Saturday, which may impact response times for weekend inquiries. We truly value your business and appreciate you reaching out to us.

We understand it's frustrating when you're eagerly awaiting your fresh pretzels and the delivery is delayed. Since our products are perishable, our entire fulfillment process and carrier choice are designed to get your order to you in a critical 1-2 day transit window.

Unfortunately, once your fresh box leaves our facility and is entrusted to the carrier (UPS or FedEx), the actual transit and delivery times are out of our direct control. While we trust them to meet that 1-2 day standard, we cannot offer a refund or replacement based solely on a delay in transit.

Before contacting us, we strongly recommend checking the tracking link provided in your shipping confirmation email. Please confirm your shipping address in your original confirmation email and look for any delivery notices or updates on the carrier's tracking page. This insight often clarifies the reason for the hold-up and the updated delivery timeframe.

However, we are committed to your satisfaction! If you have confirmed that the delay was a direct result of a carrier error (UPS or FedEx) and not an incorrectly entered shipping address, we will do everything we can to make it right for you. If your order arrives in a compromised or damaged condition due to a shipping issue, we will certainly work with you to find a fair solution.

We truly value our customers and will always work to resolve any issues fairly. We just ask that you reach out to our team with kindness, and we'll be sure to treat you the same way!

Once your claim is approved and we process the refund internally, the money is typically released immediately.

However, the final timing is controlled by your financial institution:

• Credit/Debit Cards: Funds usually take 3–5 business days to post back to your account.
• Express Payment Methods (Shop Pay, PayPal, etc.): Refunds for these methods are often instantaneous or appear within 24 hours.

Refund Confirmation Email

You will receive a refund confirmation email immediately after processing. This email will clarify the next steps and, at the bottom, will clearly state whether the funds were returned as a store credit or to your original payment method.

Store Credit Option

If you opt for a store credit instead of a monetary refund, the credit is immediately applied to your account. To use it, simply log in to your customer account before placing your next one-time order; the credit will automatically be applied at checkout.

Please Note: Store credit refunds cannot be applied to "Subscribe & Save" subscription renewal charges.

If you haven't seen your refund after 7 business days, please contact your bank first, as they hold the final control over the posting time.

Yes! Digital gift cards are available on our website in various denominations. They’re perfect for any pretzel lover and can be redeemed online. An email will be sent to your recipient with the gift. If they don't see the gift in their inbox, be sure to check the spam folder.

We do! If you're interested in carrying our pretzels at your shop or using them for events, we invite you to submit our Wholesale Account Inquiry Form.

How to Get Started: The 2-Step Approval Process

Our e-commerce system (powered by Shopify) requires that your wholesale profile be linked to a standard customer account on our website. This ensures we can properly track your business credentials and pricing.

Here is the simple process to ensure quick approval:

1. Create Your Customer Account First: You must begin by creating a standard customer account. This is the base profile we link your company's wholesale access to. Please use the email address you intend to use for all wholesale communication.To start, please create your account here: [Link to Create Account Page]
2. Submit the Wholesale Inquiry Form: Once your personal customer account is created and confirmed, you can immediately submit the Wholesale Account Inquiry Form.

After you complete both steps, our team will review your application and link your new wholesale access to your existing customer account.

Check out our full product lineup, including pretzels, dips, and subscription boxes, on our website at www.thepretzelcompany.com/collections/all-products.

We are proudly located in historic York, Pennsylvania, right in the heart of America's original "Pretzel Country"!

This region, centered in Southeastern Pennsylvania, is considered the birthplace of the commercial pretzel industry in the United States. In fact, roughly 80% of all pretzels consumed in America come from this region! Thanks to early German immigrants (the Pennsylvania Dutch), the area became the home of the very first commercial pretzel bakeries, tying our fresh pretzels directly into a deep, historic tradition.

We ship every order directly from our facility right here in York, PA, and only from this single location.

We understand this can be surprising! We know that accidents happen, and this is typically due to the "Subscribe & Save" option being selected instead of the "One-Time Purchase" option during checkout.

We always default to a one-time purchase, but the "Subscribe & Save" option is available for customers who want continuous, scheduled deliveries.

What to Do Next:

1. Check Your Portal: You can easily check the status of your subscriptions (and cancel if desired) directly through your customer portal.
2. Contact Us: If you did not intend to subscribe, please email us right away. We can help you cancel the subscription immediately to prevent future shipments.
3. Timing Note: If a charge has already processed and the order has shipped, we unfortunately cannot cancel that specific shipment, but we will ensure all future recurring charges are stopped.

Since we are a small team focused on twisting and baking the freshest pretzels, we do not offer customer service over the phone. This allows our team to focus entirely on addressing all written inquiries efficiently and accurately.

Please use one of the following methods:

1. Email: Send us a message at either:
   csteam@thepretzelcompany.com
2. Contact Form: Use the form found under the 'About + Help' section at the top of our website.

Pro-Tip: Include These Details for Fast Service

To help us resolve your issue quickly and avoid unnecessary delays, please include the following information in your request:

• Order ID: Always provide your order number (e.g., #12345). This is the single fastest way for us to pull up your order history.
• Full Name: Include the name used on the order.
• Match the Email: Use the same email address that you used to place your original order.
• Specific Change Requests: If you need to update an address, add a gift note, or change any order detail, please provide the complete, new information in your request (e.g., the full new address, or the exact text for the gift note).
• Check for Typos: Double-check your contact email for any typos before sending.
• Add our emails to your address book to ensure our responses do not get filtered out of your inbox

Response Time & Hours of Operation

We strive to answer all inquiries within 48 hours (two business days) of receipt.

Please note that our team is out of the office and does not process emails from Thursday evening through Saturday. If you contact us during this time, we will respond to your message promptly when we return on Sunday.