Pleasant Hill Grain

HELPING YOU ACHIEVE YOUR CULINARY DREAMS

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Today we're shipping orders for in-stock items placed September 5. Despite higher order volume, our amazing shipping team continues to ship orders quickly. Recently we opened an additional shipping line that’s reducing processing time, and we've hired 15 new team members in the past 90 days! If you need to contact us, EMAIL is better than phone and if you have questions about your order please check our FAQ page before contacting us. Our phone volume is so high that it’s literally impossible for us to answer calls live now, or return calls quickly. The Hampton showroom is temporarily closed. We greatly appreciate your business as we do our very best to serve you!

FAQ's About Customer Orders


Before contacting us, please review the answers below to FAQs, as they may answer your questions.


When will my order ship?

If the items you ordered were in stock when you placed your order it will take just a few days for us to ship your order, and you’ll receive a tracking number once your order ships. Despite higher order volume (due to Covid-19), our amazing shipping team continues to ship orders out quickly, although it is taking a few more days than our normal ship-out time. Recently we opened an additional shipping line that’s reducing processing time. While our processing time is slower than normal we update the red banner on the top of our website each day to inform our customers which day we’re shipping orders from that day.If your items are on backorder, please see the answer below for “What is my ETA for my backordered product?”. 

What does “ETA” mean?

"ETA" stands for "estimated time of arrival" and this is the date that we anticipate the product will arrive at our facility.For out-of-stock items we post an ETA date on our website that’s provided by our supplier, or else we adjust it conservatively to be on the safer side.ETA’s from our suppliers are usually quite accurate. But things can happen, from shipping damage, to lost cargoes, to customs delays, so it’s important to remember that the "E" in “ETA” stands for “estimated,” not for "exact." Our pledge is two-fold: To provide the most accurate information possible, and to get stockout items back out the door again very quickly once they arrive.We will process your backorder ASAP once the shipment arrives with your product in it. It may take a few days to process your backorder once that shipment arrives. You will receive a tracking number once your product ships.

What is the ETA for my backordered product?

If there is any substantial change to the ETA of your item(s) from the time you placed your order, we will automatically and promptly email that information to you. Please watch your inbox for those emails that will come from info@4phg.com. Please whitelist this email address in your email program so our emails don’t go to your Junk folder.If you happen to check the product page for the product you have on backorder, you may see the ETA has changed to a later date. 99% of the time, that does not mean your ETA for the item has changed. It simply means that the shipment that your product will arrive to us in (and which may not have arrived yet), has completely sold out, after you ordered. When that happens, the ETA on our website for new shoppers' orders is updated to the ETA of the following shipment.As a reminder, you have not been charged for this preorder. Pleasant Hill Grain does not bill your account for preordered product until the product is in stock.

How do I preorder a product that’s out of stock?

To preorder, simply checkout online as you normally would.For out-of-stock items we post an ETA date on our website that’s provided by our supplier, or else we adjust it conservatively to be on the safer side. This date is for when we anticipate the product will arrive at our facility.We hate stockouts and work to stay on top of the situation with the source, to ensure that our information stays current. In all likelihood, we probably get called pests (and worse) by manufacturers and suppliers who've run out of things. For many of the products Pleasant Hill Grain offers, we know from manufacturers that we carry a larger stock of their product as a percentage of sales than any retailer in the world, and we reorder long before counts hit zero. This means that by the time we’re out of something, most others usually have been out for some time. It also means that the way you’re most likely to get the item the soonest, is to preorder with us. In some cases, preordering can even prevent having to wait until a second new shipment comes in, before unspoken-for stock becomes available.

Was I charged for my preordered product that’s on backorder?

Pleasant Hill Grain does not bill your account until your order is ready to ship. There is a temporary authorization placed on your account when you first order, that will expire based on a timeframe set by your financial institution, typically within 3-5 days, but could be longer. Once products on your order are ready to ship, your account will be charged for the amount of the products shipping.How do I update the credit card details for my backordered product?We’ll contact you once your backordered product is here, to ask for your updated payment information.

The product I have on backorder now shows as “in stock" on your website. When will my backorder ship?

We're working through hundreds of backorders at this time, so it will take a few days to process your order. Once you see payment post to your account, your order should ship within 7 business days.

Are you making any progress on shipping backorders?

To give you an idea of how much we’re doing at PHG to fill orders, a few days ago we calculated that during the past 45 days we’ve shipped 11,172 backordered items to customers. We wish your product had been among them, but we’re doing our best to fill your order as quickly as possible, and we know that our suppliers are too.

Why did I receive a request to review a product that I don’t have yet?

We're sorry for the confusion this may have caused. Our system is set up in such a way that a review email is automatically sent a certain number of days after an order is placed, and under normal circumstances you would have had the product by then, but during this Covid-19 time we have way more backorders than usual so many customers are receiving their review request email before they receive their product. We'd sure appreciate it if you would review your product once you've received it and have had a chance to use it!

Why can’t I see my order when I log into my customer account?

If your order isn’t showing up in your account, that means that you placed the order without being logged into your account. We’re sorry but we can't move orders to existing or new accounts; our system just isn't set up that way at the moment, but we do plan to have this functionality in the next couple of months.

Thank you for reading our FAQ answers! If you still have questions, please email us here.

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