Frequently Asked Questions
**Contact us at [email protected]**
Due to the nature of our products, all sales are final.
[Please read Logistics and Shipping section below for possible exceptions]
If you would like to cancel an order please contact us immediately. We cannot guarantee your order will be canceled.
Logistics and Shipping
How are your packages shipped?
Primarily UPS Ground Shipping, however, smaller orders may ship via USPS. We occasionally use DHL and/or FedEx.
My package didn’t arrive! What do I do?
If your package hasn’t arrived within 9 business days of the shipment date please contact us.
If you’re requesting a refund for an undelivered package please allow up to 60 days.
How do I track my order?
**Tracking can take 24 to 72 hours to update**
Links to tracking websites below:
How long does it take packages to arrive?
Usually between 3 to 8 business days.
My bottle(s) arrived broken!! What do I do?
Eek! We are so sorry that happened. In order to receive a replacement OR refund the recipient and/or customer MUST provide us with photographs for insurance purposes. We cannot replace broken bottles or provide refunds without photographic evidence. Please email us photos.
Bottle Top Questions
My shipment arrived, I opened it and oil isn’t exiting the bottle. Why not?
All our bottles have anti-taper closures (tops) which are required in the EU. If oil isn’t exiting then it’s ‘stuck’. Here’s how to get olive oil to exit:
- Remove the black (or green) twist-off cap.
- Angle the bottle at 45 degrees over a bowl/plate/pan as if to pour.
- Hit the bottom of the olive oil gently and then harder if oil is not exiting (like a Heinz ketchup bottle).
- If oil still does not exit place the cap back on (be sure to tighten) and gently flip the bottle upside down then right side up.
- Proceed to pour and repeat steps if necessary.
EXAU Olive Oil Club Questions
**Access/edit your membership by logging in here**
The EXAU Olive Oil Club operates similarly to a wine club in the sense that it renews quarterly. The EXAU Olive Oil Club is made of several different membership levels.
By becoming an EXAU Olive Oil Club member you’re agreeing to the renewal timeline(s) stated on the product page. Please read the product description thoroughly before purchase.
Can I Cancel My Membership?
Yes, you can cancel your membership at any time before the next renewal date. We cannot cancel memberships on the date of renewals.
- Click ‘View Subscriptions’
- Click ‘View’ then follow steps to cancel.
How Do I Update My Shipping Address?
- Click ‘Addresses’
- Click the ‘+ New Addresses’ and add/edit shipping address
- Click ‘View Subscriptions’ then ‘View’ and make sure the shipping address is assigned to your subscription (Note: you can have multiple shipping addresses but make sure the subscription is assigned to the correct one)
How Do I Update My Billing Address?
- Click ‘Addresses’
- Click the ‘+ New Addresses’ and add/edit billing address
- Follow instructions below starting at step 3.
How Do I Update My Credit Card Details?
- Click ‘Addresses’ and make sure the billing/shipping address is correct, if not, update that info first (see above).
- Click ‘Manage Payment Options’
- Add/edit credit/debit card details
Help, It’s Still Not Working!
Please email us ASAP so we can get this solved. Also, please check with your credit/debit provider as they could be blocking our charge for security purposes. Charge may appear as EXAU Olive Oil or Olive Oil Distributors LLC.
I Forgot To Update My Address Before My Membership Renewed/Shipped : (
Please contact us immediately and we will do everything we can to stop that package from leaving the warehouse. Unfortunately, if the package has already left we are not liable because it is the responsibility of the club member to keep their address(es) up to date.
How Can I Upgrade/Downgrade My Membership?
Please email us and we will have our team take care of this for you.
What Are The Perks Of Being A Member? Will You Bombard Me With Emails?
The perks of becoming an EXAU Olive Oil Club member is that you will always have access to EXAU oil! We sell out of our oils regularly so by joining the club you won’t have to worry about this. Plus, it’s very convenient for those that want product delivered to their home/business regularly. We will not send you excessive emails. In fact, for the most part we will only contact you if there is an update to memberships.
Private Virtual Tastings
The terms and conditions for Private Virtual Tastings are outlined in the product description here.
Olive Oil Questions
We LOVE answering questions about olive oil! Find more answers and information in our Olive Oil 101 section.
What exactly is extra virgin olive oil?
Extra virgin olive oil (EVOO) is an oil made with olives picked from the olive tree with an acidity less than 0.8% and a peroxide level below 20.
We follow the International Olive Council’s (IOC) standards and harvesting methods. Read the IOC’s standards here.
How do you make extra virgin olive oil?
Extra virgin olive oil is made by extracting the oil from the olive fruit. We wrote an entire article about how we make EVOO. The article breaks down each step into detail.
How do I know if the oil I’m buying is actually extra virgin?
There are a few ways:
- Conduct a lab test (expensive)
- Buy from small producers that you know and that have a high turnover (like us)
- Buy olive oil with a recent harvest AND bottle date (i.e. 2020 harvest, bottled 02/2021)
- Book a virtual tasting with EXAU (recommended)
There is no such thing as ‘unlimited’ extra virgin olive oil from any single producer. We know this goes against the ‘instant everything’ time we live in, but this is the nature of farming.
Read more about the interesting truth of the Italian olive oil industry here.
What does the harvest, bottle, and expiration date mean?
The harvest date/year is the time the olives were picked from the tree and pressed for oil. Harvest is ALWAYS in late fall / early winter. For example: 2020 harvest means the olives were picked and pressed in November/December 2020.
The bottle date is when the olive oil was actually put into bottles for consumption. Most companies let their olive oil decant or filter before bottling. If you see that an olive oil was bottled a few months after harvest don’t worry. The oil actually has a lower chance of oxidizing when it’s kept in larger quantities and the producer may be allowing the oil to decant naturally.
The expiration date is simply a recommendation. Olive oil does not expire, but the flavor profile will change with time.
How soon should I consume my olive oil? Does it get better with age?
Olive oil does NOT GET BETTER WITH AGE. It gets rancid.
Olive oil should be consumed within 2 years of the harvest date. We believe our olive oil ‘peaks’ 9 months after the harvest date.
Do not let a bottle of olive oil sit around for 2 years, it needs to be consumed.
How Should I Store Extra Virgin Olive Oil?
In a cool, dark, place. Do not store olive oil in the fridge. Read more here.
Can I cook with extra virgin olive oil? I keep hearing about this smoking point.
You can definitely cook with olive oil, we do it every single day. Extra Virgin Olive Oil has a smoke point of 410 F. In Italy, we even fry with EVOO so don’t worry too much about the smoking point! It’s rarely a problem, for everyday cooking.
What should I use my olive oil on? Is it just a finishing oil? Can I eat it Raw?
All olive oil can be consumed cooked or raw. We really wish we could zap the rumor spreading online that you should only eat olive oil raw.
EVOO can be used for everyday cooking and finishing oil. You can use it to cook meats and vegetables on the stove, oven, or gill. It can be used for dressing a salad or drizzling over meats and veggies after they’ve been cooked.
You can use olive oil for baking and making sweets. There’s no food off limits to olive oil, not even ice cream!
How do you get the olives off the tree?
There are several ways to get olives off the tree and each company seems to have its preferred method. It takes a combination of machine and manpower to get the olives off the tree. It’s difficult to only use one or the other. Read more in detail and see these tools here.
Is making olive oil similar to wine?
In many ways, olive oil is similar to wine. One of our founders used to work in the wine industry and took many of the lessons learned there and applied them to EXAU’s harvesting/milling strategy. Both olives and grapes are fruit that needs to be milled/crushed immediately after picking to create a high-quality product.
The difference is that producing olive oil isn’t as time-consuming as making wine. Olive oil does not go through the fermentation or aging process. Although, some may consider the ‘decanting’ process as a form of aging.
How many calories are in EVOO? Where’s the Nutrition Label Info?
There are 120 calories in 1 Tbsp. of EVOO. Find our nutrition label here.
EXAU Specific Questions
How do you pronounce EXAU?
Ex – ow. Like ‘ow’, that hurt and ‘ex’ as in ‘ex’-boyfriend.
See, it’s not so hard Now please stop calling us Ex – oh and Ex – oo.
What does EXAU stand for? And what does it mean?
It stands for Ex Albis Ulivis Olive Oil, which is long and dramatic so we shortened it to EXAU.
In ancient Rome, Ex Albis Ulivis was the oil reserved for nobility. Harvest would begin while the olives were still green, creating a high-profile EVOO. We go to great lengths to ensure our olive oil is of the highest quality so we thought this name was a good fit.
Where is your olive oil from?
Happy and peaceful olive groves in Calabria, Italy. Calabria is located in the tiptoe of Italy.
Calabria is home to some of Italy’s best (and spiciest!) food and insanely gorgeous beaches. The people are pretty amazing as well. It’s a very traditional and old part of the country.
Do you actually make your own olive oil? Or do you just buy it?
Yes, we produce our own olive oil! Our family has been producing oil for almost 100 years. Cofounder, Giuseppe, is a 3rd generation olive oil producer. Read more about us here.
Is your olive oil certified organic?
We are not (yet)! We follow 100% European Union organic agricultural practices and work with a chemist who shares our passion for organic farming. Getting certified is a long process.
Why is your olive oil spicy at the back of my throat? Is that normal?
Totally normal! You’re tasting a full blast of antioxidants, polyphenols to be exact. That’s what it’s supposed to taste like. If olive oil is too light or flat there’s a very high chance that it’s rancid, which is no fun. Always check the harvest and bottle date of an EVOO.
I’m planning a trip to Italy, do you have any advice on where to go?
The only thing we like more than making and cooking with olive oil is talking about Italy. Please e-mail us and we will send you our list!
Please contact us if you have any more questions.