FAQs

General

How is Rustic Bakery handling the situation around coronavirus (COVID-19)?

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Rustic Bakery’s dedication to our customers and team members has always been top priority. Our primary focus at this time is your health and safety, as well as our bakery teams. As we monitor the ongoing situation around coronavirus (COVID-19), we are taking careful measures to ensure the wellbeing of our customers and team members. As we continue to follow our existing practices, we are taking the following extra precautions in our facilities:

– Access to the facility is limited to essential health screened team members
– All team members are provided PPE including but not limited to masks, gloves, and aprons.
– We increased the frequency of our cleaning and sanitation protocols with additional protocols for high touch surfaces and areas.
– We scaled back production to allow for safer working conditions.
– Regular internal and third-party safety inspections are in place to uphold the highest level of accountability and transparency.
– All teams members that can carry out their work duties from home have been direct to do so with restricted access to the office

Our customers and team members have always been our number one priority. We will continue to monitor the data and recommendations from the CDC and World Health Organization, and update our practices as needed.

What is your privacy policy?

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The privacy and security of our customers is very important to us.


Supplying Your Personal Information: Rustic Bakery collects information from you at several different points on our website in order to facilitate the delivery of services or the fulfillment of an order. There will be times, such as when placing an order, subscribing to a service, registering on the site, or requesting a catalogue, when we may request personal information such as your name, billing/shipping address, telephone number, e-mail address, credit card information, etc. It is solely your choice whether or not you provide this information, however, should you choose not to provide the information, we may be unable to process an order, fulfill a service, or display certain content on our website.

Internal Use of Contact Information: Rustic Bakery uses collected information for internal use such as analyzing trends and statistics, creation of your personalized "my account" section, and sending catalogues and newsletters by mail or e-mail.


External Use of Customer Information: We use outside purveyors for some services such as shipping and credit card processing. In order to use these services we must provide them with some of your personal information. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Rustic Bakery. At times, we partner with third parties to provide specific services, such as sending our e-mail newsletters and mailing catalogues. When you sign up to receive newsletters or mailings, we will share names, or other contact information that is necessary for the third party to provide these services. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Rustic Bakery.


External Links: Rustic Bakery’s website contains links to the websites of our partners. Please be aware that anything that is linked to a website other than murrayscheese.com does not adhere to our privacy policy and we are not responsible for the privacy policies of the websites of our partners. This privacy statement applies solely to information collected by this Web site.
Security: This Web site takes precautions to protect your information. When our registration/order form asks you to enter sensitive information (such as credit card number), that information is encrypted and is protected with the customary encryption software used in the ecommerce industry - SSL.

What payment methods do you accept on your site?

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We accept MasterCard, Visa, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay, and Google Pay. We also accept Rustic Bakery online gift cards.

Can I add a gift message to my order?

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Absolutely. You can add a gift message to your order on the first page of checkout labeled “gift options”. There you will need to click on the box next to the “add a gift message” option and a box will appear where you can enter your own message. Please note that gift messages have a maximum number of 300 characters including spaces. 

What is your discount code policy?

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Our discount codes will not work on gift cards. If you have an issue with placing an order with a discount code you can always reach out to us at service@rusticbakery.com

How do I subscribe to the Rustic Bakery emails?

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You can easily subscribe by entering your email in the “Sign Up” field located on landing page.

How do I unsubscribe from the Rustic Bakery emails?

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All you need to do is click “unsubscribe from this list” link at the bottom of the email and you should be all set. 

I am having trouble logging in or resetting my password?

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If you are having trouble logging into your account or resetting your password,  you can email us at service@rusticbakery.com and we will be able to update your account and give you access. If you need to place the order before the end of the day to ensure the order is entered on time, and no one is around to fulfill your request, we suggest placing the order with an alternative email address.

How do I contact Rustic Bakery?

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For department information, visit Rustic Bakery Contact

General Contact Information below:

Email: service@rusticbakery.com 

Mail: Rustic Bakery International 
3902 Cypress Drive 
Petaluma, CA 94954

Orders & Shipping

Impact of Coronavirus on delivery times...

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A note from our carrier, UPS:

Within the U.S., UPS is designated among the government’s critical infrastructure and, therefore, continues to operate. The Novel Coronavirus pandemic has created unprecedented complexities, which have required us to constantly reassess our operations. Our highest priority is to help ensure the health and safety of our employees, customers, and suppliers.

Suspension of Service Guarantee
Effective March 26, 2020 and until further notice, we have suspended the UPS Service Guarantee for all shipments from any origin to any destination. For all U.S. origin shipments, the Service Guarantee suspension became effective as of March 24, 2020.

As the effects of the Coronavirus impact our infrastructure, we will continue to seek guidance from local, state, and national government entities to ensure that we fully align with their regulations. We are committed to continue operating globally except where constrained by government restrictions. 

What are your shipping rates?

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Ground

1 to 5 Items: $12
6 to 10 Items: $13
11 to 15 Items: $14
16+ Items: $16

Overnight
1 to 5 Items: $64
6 to 10 Items: $74
11 to 15 Items: $82
16+ Items: $84

*Alaska and Hawaii add $35 to above rates. 

What is your return policy?

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Unfortunately, we do not offer returns. Though if anything is less than stellar we would be happy to do full or partial re-shipments/refunds for any of the following situations:

– Wrong items were shipped

– Items were missing from the order 

– Items were damaged

– UPS lost package in transit

– UPS delivered the order to the wrong address

When will my order ship?

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Rustic Bakery ships all e-commerce orders Monday through Friday. For same day
shipping all orders need to be in by 2pm PST. We do not deliver on Saturday or Sunday, so orders shipped overnight on Friday will arrive on Monday.

Where can I track my order?

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Upon shipment, customers will receive an email confirmation containing the tracking information. 

Do you ship internationally?

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Unfortunately, we do not have an exporting license so we aren’t able to ship items outside of the USA and its territories.

What about shipping to Alaska/Hawaii/Puerto Rico?

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We are able to ship orders to these locations, however there is a $35 surcharge added to the shipping cost. 

Do you ship to PO Boxes/APO/FPO addresses?

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Unfortunately we do not ship to these types of addresses since UPS doesn’t allow it. If you would like to discuss alternate options for shipping, please email us at service@rusticbakery.com and an e-commerce coordinator would be happy to help.

Can I cancel my order once placed?

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We unfortunately are unable to cancel orders that are processed or have been fulfilled. 

Rustic Bakery Gifts

How do e-commerce gift cards work?

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When purchasing a gift card the purchaser will receive an email that they can either use
the card, or forward to the recipietant of their choice as a gift.

Do you have corporate gifts?

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Yes, absolutely! Rustic Bakery specializes in custom gifts for clients and employees for any size. Our corporate gifts are handled by our e-commerce department and can be made to the specifications of your business. You can reach out to our corporate gifting specialist at service@rusticbakery.com.

Can I use my gift card at a café?

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Our online store uses separate gift cards. If you want to purchase a gift card to one of our cafés, it's easy to buy one here: Rustic Bakery Café Gift Cards

How do I use my gift card to make a purchase?

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When checking out on the "Payment" page, select gift card as your payment method and follow the instructions. If the order costs more than the amount on the card, you will need to put in a credit/debit card to charge the remaining amount.

Our Ingredients

How do you source your ingredients?

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We do our best to make sure the process is safe for our consumers, as well as being safe for our environment. If you have an ingredient you think would be a good fit, then you can send us an email to info@rusticbakery.com.

Are your products organic?

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Currently our Classic Flatbreads and Flatbread Bites are organically certified and Non-GMO verified. All of our other products are conventional, however adhere to strict sourcing guidelines.

Are Rustic Bakery products gluten-free?

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Unfortunately, our products all contain gluten.

What if I have a food allergy?

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Our products have the following allergens that are in a product we produce, as well as in the retail product bakery: wheat, milk, tree nuts, egg, soy, and sesame. We do not use peanuts in any product, nor are they in our retail product bakery, however they are used in our cafes.

Wholesale

Do you have a wholesale department?

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Yes, learn more about our wholesale program at Rustic Bakery Wholesale Info.

Cafés

Can I order delivery?

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Yes, we offer delivery through DOORDASH, Caviar, and ChowNow.

Can I pick up an order?

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Absolutely, download the Rustic Bakery app (powered by ChowNow) or DoorDash app, set-up an account, and place an order for your desired location.

What are your hours?

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Hours vary by location. Please view our café page for details. 

Catering

What is your order policy?

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Orders must be placed through EZ Cater 48 hours prior to the event date. If your order needs to be placed with less than 48 hours notice, please call Rustic Bakery Café location to speak with a team member. Orders placed via voicemail or email will not be honored. While we try to accommodate all requests, orders placed with less than 48 hours notice will be subject to availability.

If you would like to place a catering order for pick-up, please call your café location where you would like to do the pick-up.

If for some reason your order does not meet your satisfaction, please contact us at catering@rusticbakery.com or call the Rustic Bakery Café location where the order was placed.

Prices subject to change.

Payment for online orders is accepted by credit card only. We accept Visa, Mastercard, American Express, and Rustic Bakery Café Gift Cards. For all catering orders, payment in full is required prior to the event and delivery of food.

What is your delivery policy?

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Delivery is available.

All Delivery times are scheduled for 30 minutes prior to the requested event start time. Deliveries will arrive within 45 minutes of the scheduled delivery time. For example: Event starts at 12pm. Scheduled delivery time is 11:30am. Delivery will arrive between 10:45 and 11:30 am.

Delivery time is subject to delays due to inclement weather.

Deliveries will arrive to the pre-determined representative and location. Upon placing the order, all deliveries must have an on-site contact and mobile phone number.

A fee of $25 is added to all delivery orders within 10 miles of the Rustic Bakery Café the order is originating. Fee is subject to change.

What's your cancellation policy?

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Cancellations must be made within 2 business days of the event in order to receive a full refund. Business days are defined as Monday – Sunday 9am to 5pm. All cancellations must be approved by  a manager at the Rustic Bakery Café location the order is originating. Cancellations via email or voicemail will not be honored. 

Rustic Bakery reserves the right to make changes to these policies at any time and without notice.

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Now you can order from our cafés and order our retail products all in one place. Use code RUSTICSUMMER and receive 10% off your online order!

For the latest café updates regarding COVID, please click the link below....

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