FAQs

Our customer service team field a lot of varied questions during the course of a typical day here at Caramel Planet. However, there are some questions that crop up with a regularity that demanded we create an FAQ page. So, in the interests of giving our staff a bit of a break and, more importantly, answering your queries in a succinct manner, here is the Caramel Planet FAQ page!

Of course, if you don’t find the answer to your question here, you’re more than welcome to send our team an email info@americanogoodies.co.uk – we’re here to help!

Let’s get stuck in.

Wow! You've got a lot of products! Are you simply dropshipping them from the United States?

No! We store all of our products in our UK based warehouse based in the market town of Poole in Dorset. We bring over the widest range of American Soda, Candy and Groceries for both lovers of American food and drink, and the expats we serve nationwide.

If I place an order today, will it be sent out today?

That depends. If your order is placed before 8 am, we will do our utmost to ship it the very same day. Aside from this, your order will usually be dispatched the next working day after it is placed, but it may take us up to 3 working days to dispatch your order during busier periods. If you need your order urgently for an event or occasion, please call us as soon as the order is placed (07454155955).

What is the difference between Royal Mail Tracked 48 and DPD Express?

For our customers in the UK, Royal Mail Tracked 48 is a 2 working day tracked service and DPD is a next working day tracked service.

Royal Mail orders can only be up to 1.5kg in weight. If you exceed this weight, you’ll have to jump up to DPD, which supports orders up to a whopping 30kg. Example delivery times are as follows:

Royal Mail Tracked 48 (2 working day)
Order Dispatched Monday -> Delivery Wednesday
Order Dispatched Thursday -> Delivery Monday
Order Dispatched Friday -> Delivery Tuesday

DPD Express (next working day)
Order Dispatched Monday -> Delivery Tuesday
Order Dispatched Thursday -> Delivery Friday
Order Dispatched Friday -> Delivery Monday

Do you offer free delivery?

Yes! We do offer free next day delivery within mainland* UK, when your order is packed with over £50 of tasty American goodies! Our free shipping offer is non-exclusive of VAT, so if there are items in your basket that have VAT included in the price, the VAT amount won’t count towards the £50 total needed. It therefore needs to be your sub-total (the total excluding VAT) that exceeds £50. Once it exceeds £50, free delivery is automatically offered at the delivery method stage during check out. If your order is so huge that it needs to be packed into multiple parcels (we can only send up to 28kg of goods in one parcel) then we will cover 2 parcels free of charge, but beyond this, we may ask you to pay £5.00 per additional parcel.
*Mainland UK is defined as England, Scotland and Wales, excluding Scottish Highlands & Islands, Northern Ireland, Channel Islands, Isle of Man, Scilly Isles.

Do you deliver on weekends?

As standard, no. DPD can deliver on a Saturday, but this comes with a surcharge on top of our standard delivery prices which will need to be paid (£4 per parcel). If you can only accept delivery on a Saturday, please get in touch with our customer service team, who should be able to assist in arranging this. Royal Mail Tracked 48 doesn’t include Saturday deliveries, but there is a chance they may deliver on a Saturday at their own discretion.

I'm having trouble accessing your website, what can I do?

Our website has a fantastic reliability rating with over 99.9% uptime. We always strive to ensure our website is operating smoothly and efficiently. If however you are still unable to access all the features on our website, please get in touch with us by sending an email to info@americanogoodies.co.uk.

Where's my order?

We know you’re keen to get your order – it’s completely understandable! Who isn’t excited for a big box of delicious American goodies!? If you’d like an update regarding the status of your order, simply get in touch with us, via e-mail (info@americanogoodies.co.uk), phone (07454155955) or Facebook (@AmericanoGoodies)!

I'm ordering to a delivery address outside of mainland UK. How long will my order take to get to me?

DPD Offshore (Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles, Northern Ireland): 2 days average.
DPD Zone 1 (Belgium, France (inc. Monaco), Germany, Luxembourg, Netherlands, Republic of Ireland): 2 days average.
DPD Classic Zone 2 (Austria, Denmark, Switzerland): 3 days average.
DPD Classic Zone 3 (Czech Republic, Italy, Spain, Slovakia): 3/4 days average.
DPD Classic Zone 4 (Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden): 4/5 days average.
DPD Classic Zone 5 (Bulgaria, Greece, Latvia, Lithuania, Norway, Romania): 4-6 days average.

Help! My order has arrived, but there's a problem!

Don’t panic! We are here to help! Please get in touch with us as soon as possible by e-mailing us at info@americanogoodies.co.uk, calling us on 07454155955 or messaging our @AmericanoGoodies Facebook page. Messaging us as soon as possible gives us the best chance of being able to rectify the issue! If your order has arrived damaged, please ensure you take pictures of the parcel and any damaged products to show the condition it arrived in. We must be notified within 1 week of you placing your order of any loss or damage.

Do you sell your products wholesale?

We do! Please visit www.americanogoodieswholesale.co.uk to get started. You will need to apply via the website for a trade account with us. Once your account is approved, you will be able to log in and view all of our products and their prices.

How can I pay?

You can pay with PayPal or with Credit/Debit cards through our website. Unfortunately, we cannot accept American or Lithuanian issued Credit/Debit cards directly through our website, but they may be used via PayPal.

Do you have a shop?

We are looking into opening our shop by January 2019

Do you offer a click & collect service from your warehouse in Dorset?

Yes you can come and collect, once you place the order you have the option to select which say (Collected from our warehouse).  After placing your order once it will be ready we will be in contact with you to arrange the collection.  Please note we do not accept people walking in the warehouse so if you come without us notifying you will not be able to access the warehouse.

Do you ship to America, Canada or the United Arab Emirates?

No. We offer delivery with the UK and to many European countries. The full list can be found a few questions above, or in our Delivery Information! However we are starting the plan to expand to Arabic countries.

Can you give me some free products in return for a review on my social media/blog?

In general, we don’t tend to partnership with vloggers/bloggers in this manner, but if you have a very large audience, we may be interested in working with you! Please get in touch with us at info@americanogoodies.co.uk. Don’t forget to include a link to your social media, website or channel for us to look at!

How much shelf life can I expect to have on your products?

All of our products are marked with a best before date. A best before date is about quality, not safety. When the date has passed, it doesn’t mean that the food will be harmful, but it might begin to lose it’s flavour and texture. The majority of our products, especially products like candy, gum, tinned groceries, usually have a long best before date on them (6 months +). Other products like crisps, cakes, cereals may have a shorter best before date on them. We carry out regular date checks on our stock, and any items with a best before date of less than a month are often noted and moved to our Clearance Zone at a reduced price. If you’re planning to buy for a particular event in the future, or simply want to know the best before dates on items before purchasing them, just ask! We will be more than happy to let you know the best before dates on any of our products before you buy them. You can get in touch with us via e-mail (info@americanogoodies.co.uk), on Facebook (@AmericanoGoodies) or on the phone (07454155955).

Can you donate any products to my charitable cause?

Whilst we encourage fund raising for a good cause, due to the large volume of charitable requests we receive every day, we are unfortunately not in a position to support them all! For that reason, we have decided that as a company we would like to support a nominated charity of our own, rather than to pick and choose between the many good causes we are asked to contribute to on a daily basis. We wish you the best of luck with your charitable endeavours, and we hope they are great success!

Can you get X product?

Every request we get, we log with our buyer. Should there be significant demand for a product, we’ll then try to find it and see if we can import it. If that’s a yes, then we’ll get a small supply in order to ‘test the market’. Should it prove to be popular enough, we’ll then source more and it will become a regular fixture amongst our product list. Please don’t be afraid to ask for something you want – we want to know what you’d like to see us stock and if you don’t ask, you don’t get! We can’t promise to get everything, but where we can, we will!

How much shelf life can I expect to have on your products?

All of our products are marked with a best before date. A best before date is about quality, not safety. When the date has passed, it doesn’t mean that the food will be harmful, but it might begin to lose it’s flavour and texture. The majority of our products, especially products like candy, gum, tinned groceries, usually have a long best before date on them (6 months +). Other products like crisps, cakes, cereals may have a shorter best before date on them. We carry out regular date checks on our stock, and any items with a best before date of less than a month are often noted and moved to our Clearance Zone at a reduced price. If you’re planning to buy for a particular event in the future, or simply want to know the best before dates on items before purchasing them, just ask! We will be more than happy to let you know the best before dates on any of our products before you buy them. You can get in touch with us via e-mail (info@americanogoodies.co.uk), on Facebook (@AmericanoGoodies) or on the phone (07454155955).

You only have 'X' quantity of something left in stock. Do you have any more?

We may have more! We order our stock from our wholesale warehouse daily. It is worth asking if we can make more stock available, because we may run low on our retail website, but may have several cases available in our wholesale warehouse that can be transferred.

I have a coupon code. Where can I enter it?

Coupon codes need to be entered prior to checking out. You can enter your coupon code in the Coupon Code section, which you’ll see when viewing the contents of your shopping cart.

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