Find all of the answers to your most frequently asked questions right here!
DO YOU HAVE A RETAIL STORE THAT I CAN VISIT?
Yes! We have a retail store at 179 Pomeroy Avenue, Pismo Beach, California.
DO I GET TO SPEAK TO A REAL PERSON IF I CALL?
Our phone lines are open Monday through Friday 8:00 AM – 3:00 PM (Pacific Time)
If you are not able to reach us during business hours, please E-mail using our contact form.
WHAT ARE YOUR HOURS OF OPERATION?
Monday – Friday: 8:00 AM – 3:00 PM (Pacific Time)
Monday – Friday: 8:00 AM – 9:00 PM (Pacific Time)
Saturday – Sunday: 8:00 AM – 10:00 PM (Pacific Time)
HOW IS MY ORDER PACKAGED?
Orders are packed in brown boxes with packing peanuts or packing paper when necessary.
DO YOU SHIP TO APO/FPO ADDRESSES?
Yes, we do ship to all military addresses via United States Postal Service (USPS). Please contact us by phone 800-326-9676 or send us an E-mail via our contact form.
WHAT ARE MY SHIPPING OPTIONS?
We ship either UPS or FedEx based on your preference.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
The only form of online payment we accept is Visa, MasterCard, American Express, and Discover.
WHAT DO I DO IF MY PACKAGE IS DAMAGED?
In the unfortunate event that your package arrives damaged, the first thing to do is give us a call. Once we have the specifics of your order and the damage, we can start the claims paperwork with the shipper. Once this process is started, it usually takes only a business day or two before we are able to either issue a credit or reship the product.
WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER YET?
WHAT IS YOUR POLICY ON RETURNS AND REFUNDS?
We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. All incidents of damages or order discrepancies must be made to the sales department within 48 hours of receipt of order (determined by tracking information). Returns will not be accepted without prior authorization. We will send replacements when appropriate. Please contact our sales department to speak with an accounts manager to resolve any problems.
If you have a question or issue, the best thing is to E-mail us using our contact form or give us a call and find out how we can help you.
WHAT DO YOU DO ABOUT SHIPPING DURING THE WARM SUMMER MONTHS?
We include refrigerant gel packs (they last approximately 24 hours) where applicable to aid in the safe arrival of the candy.
DO YOU GUARANTEE MY CHOCOLATE ORDER WILL NOT MELT?
WARM WEATHER POLICY
Unfortunately, we cannot guarantee that chocolate flavored items will not melt. We recommend selecting an expedited shipping method, and not ground for orders containing chocolate flavored items. HOTLIX provides refrigerant ice packs at no charge with expedited orders of chocolate flavored items. The refrigerant ice packs only last approximately 24 hours, so they cannot fully prevent damage in transit. We only ship orders containing chocolate flavored items on Mondays, Tuesdays, and Wednesdays during the warm weather season. We will not reship items that have melted in transit.
ARE THE BUGS REAL? CAN YOU EAT THE INSECTS?
Yes, all of our bugs are real. They are processed & safe to eat. They’re crunchy & delicious!