F.A.Q.S
Are your products expired?
No, we have a quality control team at our warehouse to ensure that our inventory is separated by date into batches and properly rotated. Many of our products are imported, therefore, expiration dates are formatted differently than what you may normally see in your home country. This can cause confusion and frustration with some customers who are under the impression that we sent them expired product. Here are the common formats for expiration dates. Please feel free to contact us at [email protected] to clarify if you suspect your product is expired. USA: MM/DD/YYYY or MM/DD/YY International: DD/MM/YYYY or DD/MM/YY YY/MM/DD or YYYY/MM/DD (Chinese products do not have expiration dates. Instead they have production dates marked on the product and the factory provides the corresponding expected shelf life for those products.) If you have any questions about a purchase contact us via the contact form on the website or email us at [email protected]
How can I contact your customer support team?
You can contact our customer support team via the contact form on our website. Click the "Contact Us" link on the left menu. You can also email us directly at [email protected]
When will my order be shipped out?
Orders are normally picked, packed and shipped out within 24 to 48 hours (excluding weekends), at which point, you will be provided with a tracking number via email. This can vary, of course. It can be a little bit longer when we are experiencing extremely high levels of traffic OR if there is a problem with your order.
How do I cancel my order?
Email [email protected] with cancellation request and subject it with your order number. We will do our best to process the cancellation and issue you a full refund ASAP. NOTE: We cannot cancel your order if it has already been shipped out.
Do you ship outside of the United States?
We currently only operate in the United States.
Do you offer wholesale?
Contact us at [email protected] with any wholesale inquiries.
I am interested in partenership/collaboration with The Real Snack City.
Please DM us on Instagram!
Do you accept EBT?
Unforetuantely, we do not accept EBT as a form of payment.
Do you have a physical location?
VisitE Exotic Snack City. our partner location in Milwaukee, Wisconsin!
How long does it take to get a response?
We strive to respond to all customer inquiries within 24 hours. However, during busy periods, it may take us a little longer to get back to you. Rest assured that we will do our best to resolve any issues you may have as quickly as possible.
What are your customer support hours?
Our customer support team is available to assist you during our business hours, which are Monday-Friday from 10am - 5pm. You can also send us an email or leave us a message outside of our business hours, and we'll get back to you as soon as possible.
Do you offer discounts?
Yes! Follow us on Instagram and TikTok to stay up to date on the latest deals and sales!
How long will my order take to arrive?
The delivery time for your order depends on several factors, such as the shipping method, your location, and the availability of the products you ordered. Once your order is processed and shipped, you will receive a tracking number to monitor its progress. Typically, shipping within the United States takes 3-7 business days. However, please note that delivery times may vary depending on the circumstances and any unforeseen delays.
What happens if my products are damaged or missing during transportation?
Damaged goods (during transportation) and/or packing/shipping errors must be reported to us within 2 business days (48 hours) of receiving the order. Please email us with proof of damages within 48 business hours of receiving the products at [email protected]. One of our customer services representatives will reach out to file a damage claim with the shipping carrier. After the claim is processed, you will be notified of the decision (i.e refund or reship order)
Do you accept returns?
Due to the nature of the products (for human consumption), we do not accept returns. Once items leave our warehouse, we cannot be certain of their storage environment, possible contamination, tempering etc. This poses health/safety risks for our staff as well as customers. *Unless damaged during transportation which will be processed on a case-by-case basis. Please report damages within 2 business days of receiving the order.