FAQ
Contact: hello [@] exauoliveoil.com
FAQ
How do I contact you?
Use this contact form or the email at the top of this page.
Help, oil isn't pouring out
All EXAU bottles have anti-tamper closures (tops). If oil isn’t exiting then it’s ‘stuck’.
Here’s how to get olive oil to exit:
- Remove the twist-off cap (the black part).
- Angle the bottle at 45 degrees over a plate or pan as if to pour.
- Hit the bottom of the olive oil gently and then harder (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.
Cancel an order
If you would like to cancel an order please contact us immediately. We cannot guarantee your order will be canceled.
Refunds
Due to the nature of our products, all sales are final.
Pre-orders
Pre-order products do not ship immediately. They usually ship within 2 months of the order date, however, timelines may vary. We will notify you via email when your order has shipped.
Shipping questions
Where does EXAU ship?
We ship to: USA, Canada, UK, Australia. We invite you to join our newsletter to stay up to date as we expand to new countries.
My package didn't arrive
If your package hasn’t arrived within 10 business days of the ship date, please contact us ASAP.
If you’re requesting a refund or reship for an undelivered package, please note the following:
- The customer/recipient must notify us via email within 30 calendar days of the ship date. If we are not notified within the above timeframe, we are unable to refund or reship the package.
- Please allow up to 30 calendar days from the date we are notified to refund or reship a package.
My package arrived damage
Eek! We're so sorry that happened. In order to receive a replacement OR refund, the customer/recipient must provide us with photographs (for insurance purposes) within 14 days of receiving the package.
EXAU cannot replace broken bottles or provide refunds without photographic evidence. Please email us photos.
My tracking number isn't working / updating
Please allow up to 72 hours for the tracking # to update. If you are still experiencing issues, please contact us ASAP and include the following:
- order #
- email address used for purchase