Can I cancel a processed shipment?

Soon after your order is placed, it is pulled from inventory, packaged, stacked on a pallet, and shrinkwrapped for pickup by UPS the following business day. We cannot cancel orders that have already been prepared and processed for shipment.

There is a solution! You have to refuse the order when UPS attempts delivery. You can do this in-person with the driver, or can place a notice on your door for the driver that you are refusing parcels from The Grain Mill. Also include any tracking information on the note.

If the driver delivers anyway, DO NOT OPEN THE PACKAGE! This indicates acceptance of the delivery. Instead, call UPS at 1-800-PICK-UPS to let an agent know that you are refusing delivery of the package and wish to return it to the sender. Schedule a time for pickup. You also can drop off the package at a UPS location. You must return the package to the sender within five business days.

Once we receive the package back at the warehouse, we will issue a refund minus a 15% restocking fee.

How much to ship to _________?

Shipping is determined based on three variables: distance, weight and dimensions. To determine the cost to ship to your location within the continental US, add the item(s) to your cart then go to the View Cart screen. At the bottom of the page in Cart Totals, put in your city, state and ZIP code. Our website will load those three variables into the UPS server and come back with a Cost to Ship. The closer your location is to PA, the better your rates will be.

What does 2/10lb or 6/32oz mean?

The first number is the case count and the second is the individual weight. In this example, a case would be two 10 lb bags (20 lb total weight) or six 32oz quarts (1.5 gallons) of product.

Why is there no shipping quote on certain items?

You may see that certain items like our deli offerings and beverages in glass bottles, offer Local Pickup only in the shipping quote calculator. These items are deemed too fragile or perishable to ship. We do not have a dry ice agreement in place with UPS nor the logistics to handle shipping these items. Our apologies in advance for the inconvenience.

Products in recyclable bottles cannot ship to the following states: California, Connecticut, Delaware, Hawaii, Iowa, Maine, Massachusetts, Michigan, New York, Oregon, Vermont.

Do you accept returns?

You can choose to refuse a delivery, but there are some stipulations that MUST be followed to do so. Check out this page for more information. The parcel is considered accepted by UPS if it is opened. If you accept the parcel, all sales are final unless there is an issue with the quality of the product.

If there is a quality control issue, please contact us within 14 days. You will receive an RMA number and return label. Once we receive the product, you will be issued a refund via the payment method you used.

How does pickup in NC or PA work?

When you check out, please choose Pickup in NC or PA as your shipping option. During checkout, you will need to specify your pickup location, NC or PA, in the text box titled Order notes (optional)

Myerstown, PA Warehouse Pickup: Warehouse hours are 7:30 – 2:30, Mon – Fri. During the quarantine period, our minimum order for pickup in PA is $150. All warehouse pickups must be prepaid. There is no store at the PA warehouse, and purchases cannot be made at the dock. Orders require four hours to pick and process.

Wake Forest, NC Cooperative Pickup: Members and customers place their orders online during the week. Once the cooperative order hits $800 in value, which occurs every few weeks, it is placed with the warehouse by Friday at lunchtime. Orders placed after lunchtime on Friday will wait for the next $800 cycle. A running tally will be kept here to assist.

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After the cooperative order is placed, it’s loaded onto an 18-wheeler horse and buggy in PA and delivered to the co-op location Wednesday or Thursday the following week. We will then send you an email with pickup procedures or call you, to let you know that your order is ready for pick up. To check your order status, please log in to your account here.

COVID-19 UPDATE: We are maintaining a 6′ distance which means we are unable to assist with loading products into your vehicle. Please ensure you bring enough “muscle” with you to load your order. Call (919) 525-0128 after arriving and we will come down to unlock the loading garage.

On occasion an item will go on backorder with the warehouse after you have placed your local pickup order, but before the cooperative order is placed. We will contact you if this happens, and will attempt the item on the next cooperative order. We try to keep the website updated regularly so that this doesn’t occur often, but it will happen from time to time.

Can you ship on my UPS account?

Yes. Please select Pickup in NC or PA as your shipping option. then include your six-digit UPS account number in the optional order notes field on the name and address page of checkout.

Why has the cost of UPS increased so much?

All major carriers lowered their overweight package threshold from 70 lb to 50 lb. in December 2019.

Many of our items come in 50 lb bags and when the weight of the packaging is added, it brings the shipment to 52 lbs; just over that limit. UPS made a small consolation to us by offering a 20% discount on the overweight fees, but it’s still a more expensive proposition than it was in 2019.

Additionally, UPS charges based on weight, distance, and dimensions. Our shipments come from our PA warehouse. As such, a customer in NY or OH will pay significantly less than a customer in CA or WA. Most of our business is done east of the Mississippi River.

UPS may also charge based on the space that the package requires in their truck, rather than the actual weight of the product. This is called the dimensional weight. For more information about how dimensional weighting work, please review this page on the UPS website.

Do you offer free or reduced shipping?

Short answer: No.

We could if we increased the price of our products and charged everyone a $119 annual fee.

We only charge our customers and guests the actual cost of freight that UPS charges us to ship. We do not mark up our shipping.

Do you offer samples? Can I split a case?

Unfortunately splitting cases or offering samples would leave us with an amazing amount of unsellable inventory. As such, we are unable to offer those options to our members and customers.

For locals in the Raleigh, NC area, we have a case splitting software available if anyone would like to manage product splitting and distribution. Please email david@grainmill.coop if you’re interested in helping initiate that program.