F.A.Q.
Frequently Asked Questions
Q: Where are you located?
A: Our U.S. corporate office is located in Richmond, CA where all orders are processed. We ship from two warehouses located within the US.
Q: What are your hours?
A: Customer service is available Mon- Fri. from 8:30 AM – 5:00pm Pacific Standard Time. Should you call during off hours you can leave us a message at 877-896-6682 and one of our customer service representatives will return your call.
Q: Do you require a minimum order?
A: Yes, we require a $100.00 minimum order. Whether your order is a Will Call or we ship direct to you, the order minimum is $100.00.
Q: How Can I order? Can I order online?
A: Please call us toll free at 877-896-6682 to place an order. Our website is not an ecommerce website. If you’d like to place an order before or after our business hours of 8:30 – 5:00pm Pacific Standard Time, you can fax us your order at 510-215-9175.
Q: I can’t find any prices on your website, how do I know what the prices and case pack sizes are?
A: You can call us and we’ll be happy to give you pricing and pack size information, or you can request pricing by emailing us at info@novacartusa.com.
Q: Are you the manufacturer?
A: Yes, our parent company Novacart SPA, in Italy is where all of our baking molds are produced. In addition, we produce baking cups in our new state of the art production facility in Moorestown, NJ.
Q: Do you break down cases?
A: To cut costs we do not break cases, however we have a few products offered in more than one pack size.
Q: How can I pay for my order?
A: We accept Visa, MasterCard, American Express, or Discover. You may apply for credit terms after 5 purchases in a 12 month period.
Q: What shipping methods do you use?
A: We ship using UPS Ground unless you specify that you need expedited shipping. (Sorry no COD) If you have your own UPS shipper number that you would like for us to use, you can provide us with that when placing your order. For larger orders we ship on pallets with LTL freight companies.
Q: Do you ship direct?
A: Yes, as long as the $100.00 minimum order is met. You may also purchase products through a local distributor. Please call us to find out if there are any distributors in your area.
Q: Can you ship to a post office box?
A: No, shipments can only be made to a physical address. Sorry we do not ship via U.S postal service.
Q: How quickly will I get my order?
A: We normally ship out orders within 24-48 business hours of receipt & confirmation of order. (Subject to stock availability; out of stock items, lead times may vary.) Shipments can take 2-7 business days to arrive.
Q: Can I receive a shipment next day, 2nd day, or 3 day select?
A: We will only expedite shipping per your request with your approved order confirmation. Please be aware that due to the large size of our boxes and / or the weight of the boxes, the cost of expedited shipping can be expensive. Please inquire what the shipping amount will be if the cost of shipping is a concern.
Q: Do you ship internationally?
A: No, we only ship within the U.S. & Puerto Rico. If you are located in Central or South America and you have a freight forwarder in the U.S. we can accommodate you that way. If you are located in Canada, please contact us and we can refer you to a Canadian distributor.
Q: Can you mail me a Novacart catalog?
A: You can request a catalog by contacting customer service; however .PDF versions of our sales slicks can be found on the Catalog link on our website. You can quickly print them out instead of waiting for the mail. Please contact Customer Service for pricing.
Q: Do you have a showroom where I can come to see your products?
A: Our CA location has a display area to view our products however an appointment is requested in advance. Our NJ facility is not currently equipped with a showroom.
Q: Do you send samples?
A: Yes, please contact customer service and we will be happy to send samples per your request. In fact, we recommend trying a sample before purchasing a case. Please be as specific as possible when requesting samples so that we can better help you determine your needs. You can either reference our item numbers or have bottom diameter and sidewall measurements handy and we will find a close match.
Q: Are your products Kosher Certified?
A: Yes, most of our products are Kosher Certified with KOF-K. If you need a copy of our certificate please contact us and we will be happy to provide you with one. We also have a list of items that are Kosher certified, and those which are not. Although we are Kosher Certified, many of our products are not Kosher for Passover.
Q: What are the holes at the bottom of my baking mold?
A: Some of our baking molds have tiny holes on the bottom which are a result of the manufacturing process; and in some instances they serve as steam vents. Unless you have a thinner batter you should not have any problem with leakage.
Q: Do I need to grease the paper baking molds or paper cups?
A: It is truly ingredient specific – a basic rule of thumb is if your recipe requires you to grease a metal pan or paper cup, you might need to grease the paper molds/cups as well. We also recommend trying a sample to test them out if that is a concern. For especially sticky baked products, we have several molds with a polycoat or siliconized interior lining, which may assist in giving the product a better release from the mold.
Q: Are the baking molds reusable?
A: No, all of our paper baking molds and cups are for one time use only.
Q: Are your paper baking products made from 100% recycled paper?
A: No, they are made of pure cellulose paper making them safe for food use.
Q: Are your paper baking products recyclable & biodegradable?
A: Our products are made of paper, therefore making them recyclable, however we have several molds with a polycoated or siliconized interior which exclude them from being entirely recyclable/biodegradable.
Q: At what temperature can I bake in your paper molds/ cups?
A: We recommend no more than 390 degrees Fahrenheit.
Q: Can I put the molds in the freezer? Are they also microwaveable?
A: Yes, our paper baking molds are freezable, bakeable, and microwaveable.
Q: Do I have to use a metal baking pan when using your products?
A: Most of our paper baking molds are freestanding, but we recommend placing our molds on a baking sheet for stability and easier transportation to and from the oven. Our paper cup liners however are not freestanding. If you are not sure, please ask any of our customer service representatives and they will be happy to help in determining which are freestanding, and which require a tin for support during the baking process.
Q: What are the features and benefits of paper baking molds?
A:
- Eliminates pan washing
- Reduces your water utility bill
- Saves you cost of labor
- You can bake at lower temperatures = SAVES MONEY!!
- You can reduce baking time
- Eliminates cost of buying expensive metal pans
- Eliminates storage of metal pans
- They are available in convenient case packs
- You can bake and sell your product in the baking mold itself! It’s a baking mold & packaging all in one!
- For quality control purposes our paper baking molds can pass through metal detectors
Q: What is your return policy?
A: Due to the heightened awareness, concern & liability issues surrounding food allergens and our growing Gluten-free customer base, Novacart has changed its policy regarding the return of merchandise. Because a risk of our products coming into contact with allergen ingredients which are beyond our control, we will no longer be able to accept merchandise returns. Novacart will accept returns due to product defects or shipping errors generated by our warehouse facilities.