FAQs

SHIPPING

When will I receive my order?

ORDERS ARE PROCESSED MONDAY THROUGH FRIDAY

Hoff & Pepper is not responsible for weather delays or other carrier issues. The estimated transit times calculated during checkout are only estimates and are not guaranteed.

STANDARD SHIPPING

  • Standard ground shipments are processed in 1-4 business days.
  • Transit time is typically 2-8 business days, depending on the delivery area.
  • Shipments are only processed Monday through Friday, with the exception of holidays listed below.
  • Orders placed after 12PM EST Friday will begin processing the following Monday.

PRIORITY SHIPPING

  • Priority mail shipments are processed in 1-4 business days.
  • Transit time is typically an additional 1-4 business days, depending on the delivery area.
  • Shipments are only processed Monday through Friday, with the exception of holidays listed below.
  • Orders placed after 12PM EST Friday will begin processing the following Monday.

All items are shipped from our facility in Chattanooga, TN. We strive to ship orders in a timely manner. Delays may occur due to holidays, weather, increased demand or other circumstances.

How much does shipping cost?

The shipping costs and options available for your location are displayed at checkout. Shipping rates are set by the carrier and may flucuate during times of increased demand, such as holidays.

Additional shipping options may be available for an additional cost. Please contact us at outreach@hoffandpepper.com regarding alternative shipping options.

In some instances you may qualify for USPS First Class Mail at a lower shipping rate (i.e. Single unit of Hoff's travel-sized mini-flasks).

When will my order ship?

Orders placed Monday through Friday are usually processed within 1-4 business days. Orders placed after 12PM EST Friday will begin processing the following Monday.

All items are shipped from our facility in Chattanooga, TN. We strive to ship orders in a timely manner. Delays may occur due to holidays, weather, increased demand or other circumstances.

Do you ship to military (APO, FPO, DPO) addresses?

Yes, we do ship to military addresses! Please note that APO, FPO, & DPO addresses have to formatted slightly different at checkout to ensure there aren't any issues with delivering to your address.

The proper format you will need to use at checkout is:

  • Address Line 1: Unit & Box Number
  • Address Line 2 (optional): FOB (Forward Operating Base)
  • City: APO (Army Post Office)/FPO (Fleet Post Office)/DPO (Diplomatic Post Office)
  • State: AA (Armed Forces Americas)/AE (Armed Forces Europe)/AP (Armed Forces Pacific)

  • Zip Code: Zip Code

  • Country: Country

If you have any issues placing your order using your military address, please reach out to us at outreach@hoffandpepper.com and we'll be happy to assist you.

Do you offer international shipping?

With the exception of Canada and Mexico, we are not currently offering international shipping for orders placed through hoffandpepper.com; however, we do have several international partners that may be able to ship to your location.

Please view our Store Locator to find the closest international retailer to you.

ORDERS

How can I edit or cancel my order?

If your order hasn’t shipped, please reply to your order confirmation email or contact us ASAP at outreach@hoffandpepper.com so we can make changes to your order before it is fulfilled.

How do I check the status of my order?

You can check the status of your order by either following the link in your confirmation email or by logging into your account at hoffandpepper.com. Once your order has been fulfilled by our team, you'll receive an shipping confirmation notice with your tracking info so you can know when you’ll receive your spicy and delicious order.

I have an issue with my order.

Oh no! We hate when this happens, but we can definitely assist you with resolving your issue.

  • If you purchased Route Package Protection with your order, please see the next section of our FAQ page below for details on how to file a claim.
  • If you decided not to add package proctection to your order, please send us an email with your order number and any supporting info such as photos your order issue to outreach@hoffandpepper.com and we'll be happy to help.

Can I return my order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at outreach@hoffandpepper.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at outreach@hoffandpepper.com.

PACKAGE PROTECTION WITH ROUTE

What is Route Package Protection?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.

How does Route work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  Click here

How does Route process refunds or reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

PLEASE NOTE: In both cases, the Route Premium cost will not be refunded.

How do I file a claim for my lost, damaged, or stolen order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

When should I file a claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
  • Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • Claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if my order arrives damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at outreach@hoffandpepper.com and we will be happy to work with you to remedy the situation.

What if my order never arrives or was stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.

If your order has not arrived, please file a claim with Route here. 

What are Route's Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a licensed insurance company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

PRODUCT QUESTIONS

I have allergies to certain ingredients such as nuts, milk, wheat, etc.

We keep our sauces allergen-free by producing our sauce in our own facility that does not process milk, eggs, nuts, wheat, or gluten. We also never use MSG in any of our products. If you have specific concerns, please reach out to us.

Are your sauces vegan, paleo/keto-friendly, sugar-free, gluten-free?

For those with dietary restrictions, our Original Hoff Sauce, Mean Green, Smoken Ghost Hot Sauce, Dirty Dust seasoning, and Spicy Cam Hot Sauce are keto and paleo-friendly.

Our Original Hoff BBQ Sauce, Smoken Ghost Ketchup, Wake Up Call, Dang Sauce, and Dang Southern BBQ Sauce, & Oh Baby! BBQ Sauce contain cane sugar.

Most of our sauces are naturally vegan with the exception of our Haus Sauce, Dang BBQ Sauce, and Oh Baby! BBQ Sauce.

All of our sauces & seasonings are gluten-free.

Just how hot are your hot sauces? Do you publish the Scoville Ratings?

We use our own rating system for our sauces as Scoville Ratings can be very subjective. The Scoville test is essentially an advanced taste test and since everyone’s taste buds are different, it doesn’t really give an accurate representation of how hot a sauce really is. We always put quality and flavor first before heat so here’s a breakdown of how we rate our sauces:

    • Toddler (Extra Mild): Dang BBQ Sauce, Oh Baby! BBQ Sauce.
    • Lightweight (Mild): Original BBQ and Dirty Dust.
    • Great Taste (Medium, Hot): Original Hoff Sauce, Mean Green, Haus Sauce, Wake Up Call, Smoken Ghost Ketchup, Dang Sauce, Spicy Cam Hot Sauce.
    • Teary-eyed (Hot, Hot): Smoken Ghost Hot Sauce.

Do I have to refrigerate my hot sauces?

Our Hoff Sauce, Mean Green, Smoken Ghost, Haus Sauce, Spicy Cam Sauce, & Dirty Dust Seasoning do not require refrigeration. In fact, we recommend eating them at room temperature in order to fully enjoy their flavor profile.

However, we do recommend refrigerating our Dang Sauce, Wake Up Call, Smoken Ghost Ketchup, Original BBQ Sauce, Dang BBQ Sauce, & Oh Baby! BBQ Sauce after opening due to the presence of sugars.

How long does my sauce last?

All of our products are marked with an expiration date on the bottle, but the shelf life of our products vary. Most of our hot sauces have a 2-3 year shelf life. Our Original BBQ Sauce, Dang Southern BBQ Sauce, and Smoken Ghost Ketchup have a 1 year shelf life.

Where can I get your Southern Stinger sauce?

Currently, our Southern Stinger is only available through Fuego Box. You can get it here: Fuego Box Southern Stinger.

GENERAL QUESTIONS

Where can I buy your delicious sauces?

You can find our sauces at thousands of retail locations across the US and counting! Click this link to be taken to our store locator to find your nearest store.

Do you offer military or first responder discounts?

Hoff & Pepper is proud to support those that serve our country, including U.S. military, their families, & first responders so we've teamed up with GovX to offer a 15% discount on any purchase on our website.

Here's how it works:

  • Click this link to head over to our military discount page.
  • Once there, follow the instructions on the page to be taken to the GovX site to verify your affilation.
  • After you're verfied, you'll receieve a single-use discount code to apply at checkout. Be sure to copy the code directly from the GovX page.
  • For future purchases, simply log in with your GovX ID to unlock a new discount code.
  • PLEASE NOTE: There is a limit of one discount code per day.

If you have any questions or need help placing your order, please reach out to us directly at outreach@hoffandpepper.com.

I am a retailer or restaurant that is interested in carrying your spicy and delicious sauces.

If you are a retailer or restaurant interested in our products, please head over to our wholesale site to create an account and become a Hoff & Pepper dealer today!

I don’t have any locations near me that carry your sauce

If you know of a retailer in your area that would be an awesome place to see our products, let us know! You can email wholesale@hoffandpepper.com with their details and we’ll get in contact with them.

I don’t know what to make for dinner!

Stumped on what to make for dinner? Hoff has put together several of his favorites to help you figure out a spicy and delicious recipe you should try tonight. You can check them out here.

What payment methods do you accept online?

We accept all major credit cards, as well as PayPal, ApplePay, GooglePay, Venmo and ShopPay.

I am in the Chattanooga area and want to come by your facility to purchase some sauce.

We do not sell sauce out of our location currently, it’s purely for manufacturing our products. Our team members are working with extremely hot temperatures and using respirators while handling ingredients. For their safety and yours we recommend buying from a local retailer or directly from our website.

Do you offer tours of your facility?

We do not currently offer tours of our facility; however, we hope to be able to offer them in the near future.

Why doesn’t the sauce I ordered include a reducer?

We removed the reducer from our Hoff Sauce to prevent confusion. Hoff Sauce was the only sauce we carried that had the reducer because it was a strained sauce and our other unstrained sauces would get clogged if we tried to use a reducer. What ended up happening was people that were so accustomed to the Hoff Sauce would try one of our other products and dump them out expecting a reducer in all of our sauces. It happened so frequently that we decided to remove the reducers across the board to prevent confusion.