FAQ

Contact: hello [@] exauoliveoil.com

2022 Pre-Orders

We will begin accepting pre-orders for the 2022 Harvest soon.

How Do Pre-Orders Work?

Pre-order products will not ship immediately. They usually ship within 3 months of the order date, however, timelines may vary. We will notify you via email when your order has shipped. Make sure you're subscribed to receive general shipping updates.

Refunds

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

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

Which carriers do you use?

We use a mix of FedEx, UPS, DHL, and USPS.

How do I track my order?

**Tracking can take 24 to 72 hours to update**

Links to tracking websites:

FedEx Tracking

UPS Tracking

DHL Tracking

USPS Tracking

How long does it take packages to arrive?

Usually between 2 to 6 business days.

My package didn’t arrive! What do I do?

If your package hasn’t arrived within 7 business days of the ship date please contact us ASAP so we can get things cleared up.

If you’re requesting a refund or reship for an undelivered package there are several things to note, listed below:

  • The customer must notify us via email within 30 calendar days of the ship date. If we are not notified within the stated timeframe we are unable to refund or reship the package.
  • Please allow up to 60 calendar days for us to refund or reship a package.

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.

International Shipping

We currently only ship within the US and Canada. We invite you to join our newsletter to stay up to date on shipping updates.

Bottle Top Questions

My shipment arrived, I opened it and oil isn’t exiting the bottle. Why not?

All EXAU bottles have anti-tamper 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:

  1. Remove the black (or green) twist-off cap.
  2. Angle the bottle at 45 degrees over a bowl/plate/pan as if to pour.
  3. Hit the bottom of the olive oil gently and then harder if oil is not exiting (like a Heinz ketchup bottle).
  4. 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.
  5. Proceed to pour and repeat steps if necessary.

EXAU Olive Oil Club Questions

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 agree to the renewal timeline(s) stated on the product page. Please read the product description thoroughly before purchase.

How Do I Access My Membership?

**On July 30, 2022 we moved website and subscription providers which reset all account passwords. If you have trouble accessing your account please try creating a new password. If that doesn't work then please try creating a new account with your original email address. If you still have trouble please contact us.**

  1. Login to your account
  2. On the right click 'Manage Subscriptions'
  3. From there you can manage your subscription(s)

How Do I Update My Shipping Address?

  1. Login to your account
  2. Click ‘Shipping Addresses’
  3. Update your shipping address

    How Do I Update My Credit Card Details?

    1. Login to your account
    2. Click ‘Payment Methods'
    3. Click ‘Add Payment Method
    4. Add your credit/debit card details

    Help, It’s Still Not Working!

    Please email us ASAP. Also, please check with your card provider as they could be blocking our charge for security purposes. Charges may appear as EXAU Olive Oil.

    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.

    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. It's the responsibility of the club member to keep their address(es) up to date.

    Unfortunately, if the package has already left we're not liable. If a customer chooses to reroute or forward the package to their new address and it results in a chargeback fee to us, we will pass that fee on to the customer in the form of an invoice.

    Can I Upgrade/Downgrade My Membership?

    Yes! Please email us so we can take care of this for you.

    Private Virtual Tastings

    The terms and conditions for Private Virtual Tastings are outlined in the product description.

    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. It must meet certain chemical and sensory parameters. Read more here.

    How do you make extra virgin olive oil?

    Extra virgin olive oil is made by extracting the oil from fresh olive fruit. Read more here.

    How do I know if the oil I’m buying is actually extra virgin?

    • Buy from reputable producers and brands
    • Look for free fatty acid and peroxide levels

    Read about fake olive oil and the truth about olive oil from Italy.

    What does the harvest, bottle, and expiration date mean?

    The harvest date is when the olives were picked from the tree and milled for oil.

    The bottle date is when the olive oil was bottled.

    The best by or expiration date is a recommendation from the manufacturer for when the product should be used.

    How Soon Should I Consume My Olive Oil? Does it Get Better with Age? Does it Go Bad?

    Olive oil does NOT GET BETTER WITH AGE. It gets rancid. Olive oil should be consumed within 2 to 3 years of the harvest date. Read more about if olive oil goes bad here.

    How Should I Store Extra Virgin Olive Oil?

    In a cool, dark, place. Do not store olive oil in the fridge. Read more about how to store olive oil here.

    Can I cook with extra virgin olive oil? I keep hearing about this smoking point.

    Yes, you can definitely cook with olive oil. Read more about smoke point here.

    What should I use my olive oil on? Is it just for finishing? Can I eat it raw?

    All EXAU olive oils are suitable for both cooking and finishing. Yes, you can consume our oils raw. Learn more about how to cook and how to bake with olive oil.

    Is making olive oil similar to wine?

    Yes, it is similar. However olive oil isn't aged. Read more here.

    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.

    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 located along the beautiful coast and hills of 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. Skyler and Giuseppe both work harvest each fall. Read more about us here. As we continue to grow we will partner with local farms to continue producing our oils.

    Is your olive oil certified organic?

    We are not. We follow 100% European Union organic agricultural practices and work with a chemist who shares our passion for organic farming. Getting certified is a very long and expensive process and we aren’t there yet.

    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.

    Do your oils have nuts in them? The flavor profile says walnut.

    No, our oils do not have any nuts in them. Please review the ingredients list on the back of the product.

    When we refer to walnut, almond, etc. we're talking about the organoleptic (sensory) characteristics of the oil. This is similar to tasting notes of cherry or apple when drinking wine,

    Do you have any Italy travel advice?

    Yes, take a look at our substack. If you're looking for southern Italy travel consulting please contact us!