Frequently Asked Questions

Contact us at [email protected]

Refunds

Due to the nature of our products, all sales are final.

[Please read Logistics and Shipping section below for possible exceptions]

Order Cancellations

If you would like to cancel an order please contact us immediately. We cannot guarantee your order will be canceled.

Logistics and Shipping

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:

DHL Tracking

UPS Tracking

USPS Tracking

How long does it take packages to arrive?

Usually between 3 to 8 business days.

How are your packages shipped?

Via USPS, UPS, and DHL. Usually via ground shipping.

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.

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?

Unfortunately, the only way to truly know if an olive oil is extra virgin is to conduct a lab test. Obviously, you’re not going to send every olive oil you buy out for lab tests (talk about expensive). Read more about the interesting truth of the Italian olive oil industry here.

Other than conducting a lab test, there is no full proof way of knowing the olive oil you’re buying is extra virgin. Thankfully, there are a few rules you can follow to play it safe.

The safest bet is to buy olive oil with a recent harvest AND bottle date (i.e. 2020 harvest, bottled 02/2021). Stay away from generic olive oil ‘blends’ because chances are the olive oil is from several different countries. Remember that things that go together grow together!

In addition, try to buy from small producers that you know and that have a high turnover (like us). Small companies that sell out are your best bet because they can’t simply turn around and buy more oil. When their olive oil is sold out, it’s sold out and you have to wait until the next harvest.

We know this goes against the ‘instant everything’ time we live in, but this is the nature of farming and harvesting, it happens in seasons. There is no such thing as ‘unlimited’ with EXAU. Sorry!

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 mill date. We believe our olive oil ‘peaks’ 7 months after the press date.

PLEASE do not let a bottle of olive oil sit around for 2 years, it needs to be consumed.

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 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?

We love this question because for most people it’s a real head-scratcher. There are several ways to get olives off the tree and each company seems to have its preferred method.

One thing olive oil companies agree on is 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 owners used to work at a winery and took many of the lessons learned there and applied them to EXAU’s harvesting/pressing strategy. Both olives and grapes are a fruit that needs to be milled/crushed immediately after picking to create a high-quality product.

The difference is that olive oil isn’t as time-consuming (thank goodness) as making wine. Olive oil also does not go through the process of fermentation and it’s not ‘aged’. Although some may consider the ‘decanting’ process as a form of aging.

Think of olive oil more as the Chardonnay of the wine industry. It needs to be fresh and consumed within 2 years of bottling. But please don’t put your olive oil in the fridge.

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?

Our full name is Ex Albis Ulivis Olive Oil. It’s such a long (and dramatic) name we decided to shorten it to simply 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. It’s gorgeous and we love it there.

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. Co-Founder, Giuseppe, is a 3rd generation olive oil producer. Read more about us here.

Is your olive oil certified organic?

We are not (yet)! Our family owns several properties in Calabria which we manage. 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, we promise. 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.

-Skyler & Giuseppe