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Frequently Asked Questions and Self Help Topics

Need more information? Below you'll find the "frequently asked questions" we hear most often from our customers.

Account Information and Service Preferences

Shopping and Ordering

Payment Information

Gift Cards and Gifts

Product Information and Website Tools

SCHWAN'S Rewards™ Customer Loyalty and Rewards Program

Other General Program Information

Answers

  • What is in "My Account"?

    My Account features a wide variety of information and tools to allow you to better manage your profile and service preferences. It includes capabilities like checking your order history, pending orders, past purchases, entire previous orders, favorite's list and delivery preferences. You may also enter personal information such as address, email address, username and password, phone number and household profile information. Finally, you can enter addresses of friends and family members in your gift address book and update your own communication preferences. Visit My Account to check or change your account settings to optimize your shopping experience.

  • How do I update my email address?

    Please visit the Account Information section of our website.

  • Why is my username the same as my email address?

    We recommend that your username is the same as your email address so that it is easier for you to remember when logging into the website.

  • Why am I not receiving my Order Confirmation, Promotion or Service Reminder emails?

    Please ensure you have a valid email address on file and your communication preferences are checked for the emails you want by going to My Account and then update your email address and communication preferences.

  • What is the 'Delivery Status' in my 'Pending Orders'?

    Picked - Order has been received and picked for loading onto the truck. Loaded - The order has been loaded onto the truck and the Route Sales Representative is currently on their route. Received - Our system received the order successfully. Delivered - Order has been delivered to delivery address.

  • How does the site know who I am when I come back for a return visit?

    Click "Remember me" if you want to take advantage of this time-saving feature. It means you don't have to sign-in every time you come back to schwans.com and it allows us to customize your shopping experience. This also allows you to start shopping immediately. Rest assured that the automatic sign-in feature does not compromise the security of your personal information. If you don't want to use this feature simply uncheck the "Remember me" box when you sign-in. Please review our Privacy Policy for more information about how we use "cookies."

  • How often do I have to order?

    There is no requirement to order with any routine, however your Route Sales Representative will stop by your home generally every two weeks (unless you specified differently) to see if you have any needs. Ordering online or over the phone insures that the items you want will generally be available on your service date.

  • What is my Next Service Date?

    Your next service date is the next regularly scheduled time your Route Sales Representative is scheduled to visit your neighborhood.

  • How do I add to, change or cancel an order?

    You may change or cancel an order online anytime up to the 11 p.m. order cutoff time specified on the home page. After logging in, visit the 'Pending Orders' section in 'My Account'. Select the order in which you wish to change or cancel and click on the view/edit link. You will be able to add or delete items from your order as well as cancel the whole order as long as the order has not been loaded. If you need additional assistance, call 1-888-SCHWANS (1-888-724-9267).

  • How do I place my order?

    To order online, simply register on the website, select a route delivery day that suits you, add items to your cart and then click "checkout" from your cart to follow the four step checkout process.

  • How will my order arrive?

    There are 3 ways to receive your delivery: personal delivery to your door, Freezer bag drop off (for cases where you will not be home for several hours after our delivery), and/or mail order. In cases where you do not live in an area serviced by our delivery trucks, please select mail order. Our routes are always on growing, so check back often to see if we are in your neighborhood!

  • What is the best way to find information and products using the search tool?

    You can search by product name, item number or topic by entering this information in the search box and clicking the "Search" button. The search results are prioritized by matching your search criteria with our website content, so the more words you use in your search, the more specific the search results will be. Can't find what you are looking for? Just use the "contact us" form with your question or issue.

  • What are freezer bags and can I reuse them?

    We know life is hectic. For times when you know you won't be home when we are in your area, you can still place an order and select 'Freezer Bag Drop Off' as your delivery option during step 2 of checkout. These high-quality insulated bags come with gel packs designed to keep your food frozen for hours after delivery and are reusable.

  • How do I log in or log out?

    The Log in/Log out text link is located at the top right corner of every page underneath the "Welcome" message.

  • How do I apply a promotion code to my order?

    During step 1 of the checkout process, there is a box next to the 'Order Summary' where you are to specify the promotion code. This box is located in the lower right side of the page. Only one promotion code may be applied per order. Additionally, if you come to the website from an email, the promotion code may automatically be applied for you.

  • Can I use a promotion code more than once?

    Some promotion codes have the ability to be used multiple times throughout a promotional period while other promotion codes are single use only. Please see the terms and conditions of the promotion to determine this.

  • What is the Schwan's™ Price Guarantee?

    The Schwan's™ Price Guarantee ensures that when you order online or by phone you will always get our best price, whether it's from the day the order was placed or the day it is delivered.

  • How does the Schwan's™ Price Guarantee work?

    If you place an order online or by phone, we will compare discounts, promotions and specials from the day you shopped with the day your order is delivered. We will give you the best price and will note it on your receipt.

  • Where does Schwans.com provide mail order shipping?

    We ship our products to the contiguous 48 states via UPS in a high quality, insulated cooler packed with dry ice. Sorry, at this time we do not ship to APO/FPO, Puerto Rico or the US Virgin Islands.

  • How long will it take to receive a package via mail order?

    Because we deliver frozen food, will not ship your order on days when there may be a risk that it could get held up in a distribution center over the weekend. Please see the delivery schedule below for a conservative estimate of shipping service levels. Note: delivery times may vary depending on your UPS shipping area. Watch your UPS order tracker for the actual schedule for your order.


    Food Mail Order Shipping Service Levels and Fees

    If your order is placed by 12:00 noon CST time, on: With Standard Ground Service, your Mail Order should arrive on: With UPS 2nd Day Air, your Mail Order should arrive on: With UPS Next Day Air, your Mail Order should arrive on:
    Monday Thursday Wednesday Tuesday
    Tuesday Friday Thursday Wednesday
    Wednesday Following Thursday Friday Thursday
    Thursday Following Thursday Following Wednesday Friday
    Friday Following Thursday Following Wednesday Tuesday or
    Saturday (if available)
    Saturday Following Thursday Following Wednesday Tuesday
    Sunday Following Thursday Following Wednesday Tuesday
    Shipping Fee
    Orders over $100 $4.95 $47.95 $61.95Monday-Fridayor
    $76.95 on Saturday
    Orders under $100 $14.95 $47.95 $61.95Monday-Fridayor
    $76.95 on Saturday
  • How do I permanently stop my Route Sales Representative from stopping at my door?

    Schwan's Home Service provides delivery service right to your door to make shopping for food more convenient. Our goal is to always please our customers, but if you want to stop Schwan's Home Service delivery trucks from visiting you going forward, please call us at 1-888-SCHWANS (1-888-724-9267). Alternatively, you may want to consider changing your delivery service frequency to have the truck stop only when you place an order. Go to "My Account" then "Delivery Preferences" and choose the "Delivery service only when I place an order" selection to get food only when you place an order, versus being serviced on a regular route schedule.

  • What type of payments do you accept?

    For your convenience, we accept Schwan’s™ Gift Card, Schwan'sPay™, Visa, MasterCard, Discover/Novis, American Express, cash, checks and electronic food stamp cards (EBT). If you select freezer bag drop off or mail order shipment you must input your credit card when you submit your order online or provide it to customer service for phone orders. Your credit card will not be charged until either your order has been shipped. When paying by check, please make checks payable to Schwan's Home Service. In doing so, you expressly authorize us, if your check is returned for any reason, to electronically debit your account for the amount of the check plus a processing fee not to exceed the state maximum legal limit. The use of a check for payment is your acknowledgement of this policy and its terms.

  • What is Schwan'sPay™?

    Schwan'sPay™ is the preferred, easy way to pay for all of your SCHWAN'S® food purchases! It works like a check, where secure payments are made from your designated checking account. Plus it's our only form of payment that allows you to pay for purchases up to 14 days after your delivery date. As a Schwan'sPay™
    Account Holder, You Can:

    • Delay payment for up to 14 days from your date of delivery
    • Receive faster service at the door
    • Simplify payment and checkout
    Apply Today!
    • No credit check, no annual fees, no service fees
    • Can be used to replace your personal check or bank debit card for SCHWAN'S® purchases

  • When will my Schwan'sPay™ account be charged?

    Your Schwan'sPay™ Account will only be charged for the items delivered with your order.

  • How do I report a lost or stolen Schwan'sPay™ card?

    To report a lost or stolen Schwan'sPay™ card, please call us at 1-888-724-9267.

  • How do I close a Schwan'sPay™ account?

    To close a Schwan'sPay™ account, please call us at 1-888-724-9267.

  • Do I have to pay sales tax on the item(s) I purchase from Schwan's Home Service?

    Schwan's Home Service charges sales tax in accordance with local and state laws. Schwan's Home Service will add the appropriate food sales tax to your total.

  • What is the Delivery Fee?

    Schwan's Home Service charges a $1.75 delivery fee.

  • Can I use electronic food stamps (EBT) online?

    You may place your order online, but you'll need to present the electronic food stamps to your Route Sales Representative when they deliver your order. Select the "deliver to my door" option when you place your order.

  • Should I tip my Route Sales Representative?

    Your Route Sales Representative does not accept monetary tips but a simple "thank you" is always appreciated. Your continued business with Schwan's Home Service also tells us that you appreciate us.

  • What is Express Checkout?

    Express Checkout is an expedited checkout process you sign up to use. You can save your preferred payment type, delivery method, and delivery address to use with Express Checkout.

  • Can I review my order and apply promotion or coupon codes or SCHWAN'S Rewards™ Points during Express Checkout?

    Yes. There is a Express Checkout Review Order page where you can review and change your order, delivery and payment information. You can also apply promotion and coupon codes or SCHWAN'S Rewards™ points to your order.

  • How do I edit my Express Checkout preferences once I have set them up?

    Express Checkout preferences can be edited in the Express Checkout Preferences section of My Account.

  • Can I save my payment types such as debit or credit cards on Schwans.com?

    You can save payment types for orders on Schwans.com.

  • How do I update my payment type information or remove a card from Schwans.com?

    Go to the Payment Types section of My Account to edit payment method information or remove a card.

  • What do I do if my payment type is not accepted on Schwans.com?

    Contact our Customer Service department at 1-888-724-9267.

  • How do I order Gift Cards?

    Gift Cards may be ordered online or via 1-888-SCHWANS (724-9267). See the schedule below for Gift Card Order Shipping Service Levels and Fees.

    If you order multiple Gift Cards containing multiple personalized messages and send via UPS 2nd Day or Next Day Air to one address, you will be charged express shipping costs for EACH Gift Card in your order. To avoid this charge do not personalize your cards.


    Gift Card Order Shipping Service Levels and Fees

    If your Gift Card order is placed by 10:00 a.m. CST on: With USPS (US Postal Service) Your Gift Card Order should arrive on: With 2nd Day Air, Your Gift Card Order should arrive on: With Next Day Air, Your Gift Card Order should arrive on:
    Monday 7-10 days Wednesday Tuesday
    Tuesday 7-10 days Thursday Wednesday
    Wednesday 7-10 days Friday Thursday
    Thursday 7-10 days Following Monday Friday
    Friday 7-10 days Following Tuesday Monday or
    Saturday (if available)
    Saturday 7-10 days Following Wednesday Tuesday
    Sunday 7-10 days Following Wednesday Tuesday
    Shipping Fee
    FREE $14.95 $17.00 Monday - Friday or
    $29.95 on Saturday
  • How do I pay with my Gift Cards?

    Gift Cards can be used on Schwans.com, 1-888-SCHWANS or direct-to-the-door service*. You can use any amount from the Gift Card that you choose and can continue using the gift card until the balance is zero.

    • Use on Schwans.com by typing the card and PIN number.
    • Use on1-888-SCHWANS by telling the Customer Service Representative the card and PIN number.
    • To pay for orders delivered to your door by one of our friendly Route Sales Representatives, simply present your Gift Card(s) when your order is delivered.
    Please keep your Gift Card on hand until your order is delivered.

  • How do I send Schwan's® Products as a gift?

    Many celebrations revolve around food and Schwan's® products make a great gift for special occasions or times when you want someone to know you are thinking about them. To make a gift order and have it mailed directly to your recipient, just place items in your cart. When you enter the checkout process, on step 2, the delivery step, change your 'delivery destination' from 'My Addresses' to 'Friends, Family and Gift Addresses'. Enter the delivery address in the delivery address field. Your order will automatically be sent via UPS.

  • How do I find out the balance of my Gift Card?

    Visit the Gift Card page and find the Gift Card value input area on the top of the right column. You can find the current value of your Gift Card by entering the 19-digit Gift Card number.

  • How do I create a Menu?

    My Menus let you create a 1-day, 7-day or 14-day Menu using products from your lists, your recipes and the complete assortment of Schwans.com products and recipes. You can add an entire menu to your shopping cart or print out a Shopping List. See how it works.

  • How do I create a Shopping List?

    My Lists let you create shopping lists for easy shopping on Schwans.com. Once a list is created, click “Add to Cart” to add the entire list your shopping cart. Speed shop from your Favorite Products List, Past Purchase List, Schwans.com starter lists or lists you create yourself. Look for the “Add to My Lists” button on product pages to add products to one of your lists.

  • How do I save a Recipes List?

    My Recipes let you save Schwans.com recipes in your own Recipe Lists. Look for the “Add to My Recipes” button on recipe pages to add recipes to one of your lists.

  • How do I get a complete nutrition guide for all Schwan's® products?

    To download a complete nutrition guide for all Schwan's® products in a PDF format, please click here. Additionally, you can sort products by nutritional element by selecting a food category on the top white category tabs of schwans.com, then select 'nutrition information' in the center of the page.

  • How do I get a catalog for all Schwan's® products?

    Thank you for your inquiry. The catalog is available online at www.schwans.com. Scroll down on the homepage and under the heading Shop on the far left hand side, there is a link for Online Catalogs. Your representative should have one available when he makes his next scheduled stop for you if you are looking for a print copy of it. We apologize for any inconvenience; however, we are no longer mailing catalogs.

  • Why are products discontinued?

    Periodically, we need to discontinue less popular items in order to make room on our trucks for new items. While we try to be particularly sensitive to product popularity or regional or preferences, sometimes we need to make those tough choices.

  • How do I review a product?

    Register or sign-in to your account on Schwans.com and then find the product you would like to review. Once you find the product, click on the "write a review" link. A form is presented for you to rate the product, enter your comments, preview and submit your review. Reviews that meet our guidelines are posted within 72 hours. By submitting your review, you acknowledge and agree all review comments become the property of Schwan's Home Service, Inc. and may be used to promote products in our catalog or on our website; and that you will not be compensated in any monetary or other fashion for your submission.

  • Why didn't my product review get posted?

    Reviews that meet our guidelines are posted within 72 hours. Additionally, we reserve the right not to post a review if it violates our "review guidelines" or violates other guidelines stated in our review "terms and conditions".

  • What is the SCHWAN'S Rewards™ Program?

    SCHWAN'S Rewards™ Program (the "Program") is our customer loyalty program that rewards customers who order online and/or over the phone. For every $1 dollar you spend online or over the phone, you earn 1 Reward Point.

  • How do I enroll and earn rewards in the Program?

    Ideally, members sign up on www.schwans.com/rewards. Alternatively, customers may enroll by calling 1-888-724-9267. Enrolling in the program is FREE. Any new or existing Schwan's Home Service customer becomes a member when they SIGN UP and accept the terms and conditions of the Program. New customers to schwans.com must register and set up an account before they may enroll in the program. Members are able to earn and redeem rewards for all online or phone orders. No minimum order is required; all that is required is that you preorder in advance of your service delivery day via schwans.com or phone. Program membership is limited to one account per household.

  • How does the Program work?

    Reward Points are earned for products preordered at schwans.com or 1-888-724-9267. Members receive 1 Reward Point for every $1 spent less any applicable discount, tax and delivery fee and points are valued at five cents (0.05) each towards a future product purchase. Reward Points are posted to your personal rewards account in the "my account" section on schwans.com after you have received delivery of your order. Reward Points can be redeemed for product orders placed at schwans.com during the checkout process or initiated over the phone with your customer service representative.

    We realize that our customers are our best brand ambassadors and help us grow every day. With that in mind, Schwan's Home Service rewards you for your purchases and also provides an easy way for you to refer our service to your friends and family.

  • What if, rather than ordering online, I purchase product at the door from my Route Sales Representative?

    This Program is intended to reward customers for preordering either online or via the phone. You will earn 1 Reward Point for every $1 dollar spent on products less any applicable discount, tax and delivery fee. If you preorder, and you decide to add more items to your order at the door via your Route Sales Representative, you will also earn rewards on those additional items.

    Your Route Sales Representative receives full credit for orders placed online, through the call center and at the door.

  • How many reward points can I earn and redeem?

    There is no limit to the number of Reward Points you can earn. Reward Points are earned based on personal purchases preordered online or over the phone and can be redeemed on future purchases.

  • What can I do with my Reward Points?

    The Program allows you the flexibility to redeem your reward points on www.schwans.com or 1-888-724-9267 to purchase products you love.

  • Are there any restrictions on when I can use my reward points?

    You may not use Reward Points to cover or pay for Gift Card purchases or any delivery fee and/or sales tax that might be required under state law. Please refer to the "Terms and Conditions Link" associated with the Program on www.schwans.com.

    Schwan's Home Service reserves the right to terminate any member from the Program based on violations of the terms and conditions, fraud or appearance of fraud, or violation of any federal, state, or local law or regulation in connection with their use of the Program privileges. Anyone terminated from the Program will forfeit all of their rewards immediately.

  • Do my SCHWAN'S Rewards™ Program points expire?

    Yes. Reward Points expire 12 months after they are earned or received. Reward Points will expire on a first-earned, first-expired basis 12 months from the month in which they were earned so you should have plenty of time to use your Reward Points on the Schwan's® products you love.

  • Do the reward points have a cash value?

    No. There is no cash value for the Reward Points.

  • Can I become a member of the Program by postal mail?

    No. You can only participate in the Program by enrolling online at www.schwans.com/rewards or by calling 1-888-724-9267 and completing the membership steps.

  • Do you have a fundraising program?

    Yes, we do. For more information, visit www.schwansfundraising.com.

  • How can I find a job within the subsidiaries of The Schwan Food Company?

    Please visit us online at www.schwansjobs.com.

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