Please note:

This FAQ page is highly informed by years of small business experience. While we do not expect you to read this entire page, not reading relevant information for your order means that you may miss opportunities to understand how orders are processed, troubleshooting, and ways to avoid order complications.

Our Terms of Use page emphasizes that the policies highlighted across hiaj.co are subject to change at any time, and typically as we resolve past scenarios.

Table of Contents:

Recipe Card FAQ
Recipe Card Information
Troubleshooting
Contact

Restocking & Pre-Order

The pre-order process helps me and my suppliers determine demand and choose the appropriate quantities of cards, packaging, and supplies. I’m happy to be working with a new custom packaging producer who will be printing—and this time—folding our beautiful cartons! The pre-order process outlined below has spaciousness baked into the timeline with respect to producers and printers who will be meeting our demand.

A restock will take place in April of 2025. Continual restocks are contingent upon current sales. Depending on demand, the “add to cart” button will change to a “pre-order” button on select products only. If it turns out that your product shifts to pre-order, then all pre-orders are guaranteed a shipment by May 31, 2025. We will not do regular/comprehensive update emails as in the original pre-order process; however, should the date change, you will be notified immediately!

• Do you ship to Canada and beyond?
  
  Yes! For Canadian orders, simply select the option at checkout!
  

• Are hiaj Eats products available for wholesale?
  
  Yes! For businesses online and brick-and-mortar only! Submit an inquiry here. Once approved, you’ll be sent a link to make a purchase.
  

• How can I know if the cards are right for my dietary needs:
  
  You were heard in the feedback. The breakdown is more extensive now.
  
  For a full dietary guide for the Bean Deck, click HERE.
  For a full dietary guide for the Original Set, click HERE.
  

The Bean Deck:

• Is there anything different between this set and the original?
  
  Yes! The deck is BEAN-themed, more dietary-flexible, and with a larger font (where possible)! A new layout that makes organizing your recipe cards more effective!
  

• What can you expect from the set:
  

• An average of 12 ingredients per card. We’re building flavors, baby! For reference, 5-12 is the average for recipes.
  

• A spectrum of versatility and convenience - Fresh. Canned. Frozen. Dried. This set will not chain you to a stove, boiling your life away card after card. That’s not the vibes. But there are recipes for the slow cook and the cook on the go!  And guess what: most of the recipes are 1-pot dishes!! 
   

• A quick n’ dirty dried bean cooking guide: you will be a dried bean pro when I’m through with you!
   

• Recipe FUN: I used to be both intimated and bored by beans until styling for Ed Mitchell's cookbook opened my eyes! In this set, I’m sharing how I have FUN with beans. From teaching you how to make your own Sweet Pea and White Bean Gnocchi to reimagining the humble Beanie Weenie with bold Mexican flavors!
   

• Dynamic recipes: while there are 5 fewer physical cards than the last set, the set features 6 companion recipes! Companion recipes are quick and sometimes optional accompaniments to the main course while also being able to work independently of the recipe itself! Carry it into your cooking!
   

• Dietary flexibility - the base flavors in each recipe are built so that removing meat-based proteins does not compromise the recipe. Rest assured that you can remove dairy, sub meat-based stock, and make EASY protein substitutions to your needs!
   

• And finally, brand partnerships - I’m so excited to have worked with some pretty cool woman-owned brands to expand your pantries and move you through the recipes quickly!

• Which carrier do you use for shipping?
  
  We rely on USPS for domestic shipments and FedEx for international shipments.

  
  

• Do you ship internationally? 
  
  Choose “Canada Shipping” at checkout for $19 flat-rate shipping! For international orders (outside of Canada). We accept the duties and taxes for all international shipments.
  
  International Shipping Details: The shipping length will vary depending on your country of origin and will be communicated at the time of your personalized quote. You will also have the ability to track your order during shipping confirmation. We accept the duties and taxes for all international shipments however if for any reason you are asked to cover the costs, please reach out immediately and you will be refunded the costs.
  

• What are your shipping timelines?
  

  • For Domestic Orders: First Class Mail (2-5 days)

    • Note: For small items shipped with free shipping codes (like single recipe cards and Jute Fiber Packets), the item will ship first class with NO TRACKING but will generally arrive within 5 days.

  • Canada: FedEx shipping with orders arriving within one week, however, it varies!

  • Beyond Canada: Shipping costs are quoted to you during the custom order process and arrive within the quoted time frame, or typically within a week and a half max with FedEx.
    

• It’s 2025, how does COVID still impact orders or delays?
  
  The landscape of COVID has impacted e-commerce by causing a mass influx of businesses and brands to rely on internet sales for their businesses, especially during the holidays. Since 2020, this has created a higher volume of online purchases for businesses, shipments being processed, and most notably, a strain on supply availability and deliveries. We use candles, hand-dyed paper, mat boards, specific rope, a variety of shipping containers, labels, envelopes, and more to get your orders out. If supplies are unavailable or delayed coming to us, we will be slow to process orders. We remain patient with our suppliers because we will not compromise on the quality of delivering a beautiful product.

• Will the recipe cards come back into print?
  
  Not at this time, friend, I’m sorry. But you can download the cards here.
  You can also purchase the overstock extras while supplies last, here.

  
  

• What if I have dietary preferences? Are there accommodations?
  
  Most recipes can be amended so that you can replace proteins with alternative options seamlessly. For example, I have made the Cabbage Stew with plant-based chorizo instead of bacon and it was a delicious replacement!
  
  You can replace honey with agave; All mentions of chicken or beef stock can easily be replaced with veggie stock. The Lover's Pasta is a cream-based sauce, but with a plant-based alternative like cashew sauce, could absolutely work! A few recipes make mention of hard cheeses like Pecorino, Asiago, or Parmesan as a topping or incorporated into the recipe. You can substitute for your alternative choice, or forego it altogether! There's lots of flexibility here.
  
  Dietary Restriction/Preference Breakdown
  (Parenthesis indicates ingredients within the dish that may trigger dietary restrictions or preferences. You may substitute any of the emboldened ingredients or forego the ingredient altogether).
  
  Bread Dip (dairy optional)
  Bootleg Pozole Verde (chicken)
  Stewed Cabbage (pork)
  Berbere Chickpeas (pork; dairy optional)
  Sorta Sweet “Chimmi” (honey optional)
  A Quick & Delicious Andouille Sausage Soup (pork or chicken; dairy optional)
  Butter Beans with Smoked Turkey (turkey)
  Tortellini in Smoked Butter Bean Broth (dairy; turkey, gluten optional)
  Beef Stew to Wash Away Your Troubles (beef; dairy optional)
  Parm’ Toast with Butter Beans (dairy, fish, egg optional)
  My Favorite Salad (dairy optional)
  Marinated Onions
  Not Quite Confit Tomatoes
  Not Quite Confit Tomato Pasta (gluten optional)
  Lover’s Pasta (pork, dairy and gluten optional)
  Like, the Best Roasted Veggie Sando (dairy and gluten optional)

Troubleshooting

We apologize in advance for any concerns that led you here and look forward to troubleshooting with care.

Please note:

First, ALL SALES ARE FINAL and we only issue refunds in highly specific scenarios. Only under serious circumstances or if you receive the wrong item or damaged goods will replacements be considered. Refunds are considered if hiaj.co (not a shipping company) is at fault and if the items lost are irreplaceable such as limited edition prints, or limited-run items that are not offered ongoing on hiaj.co.

Second, please recognize that you are purchasing art not common goods, therefore we cannot operate like corporations that have the capital to back forgiving return or refund policies. We absolutely understand that mistakes happen—we certainly make them. However loss and replacement have more significant impacts to an artist and small business than Target or Amazon. Therefore our polices are rarely flexible.

Third, this website and its communications emphasize in product descriptions, confirmation emails and shipping notifications the need to address this FAQ page for product details, additional information and indicators of scenarios you may face. While we do not expect you to read this entire page, not reading relevant information for your order means that you have missed opportunities to understand how orders are processed, troubleshooting, and ways to avvoid order complications.

This FAQ page (and it’s tone) is in conversation with years of small business experience. Our Terms of Use page emphasizes that the policies highlighted in this page are subject to change at any time and we do make those changes as new scenarios arise.

• I ordered the wrong item, can you change it?
  
  We will not accept changes to orders once submitted more than 24 hours after purchase. This note is also mentioned in each product description.
  
  

• I’ve received an incorrect item (wrong size, post etc.), what do I do?
  
  Should you receive the incorrect item, please immediately send photos of the piece(s) you received to iam@hiaj.co, and we’ll replace it right away!
  
  

• What do I do if a product arrives damaged?
  
  Necessary measures are taken to ensure each item is protected, quality checked, and secure and will not incur any damages during production, processing, packaging, or shipment, both to me for inspection and to you as a collector.
  
  Should you receive a damaged product, you will be required to send photos of your damages and the order number immediately to iam@hiaj.co detailing the damage.
  
  ** If it is proven that damages were incurred during the production and packaging process from me, or any member of my team, your product will be replaced immediately, and we will assume the cost of shipping!
  
  ** If it is proven that the damage is the result of unfortunate mishaps beyond my control, such as “acts of God,” negligent shipping companies, or delivery drivers, we are deeply apologetic that we cannot replace your order. To do so would also mean a loss in the overall value of the art and the transaction. In cases of loss or damage, we offer free, same-quality goods s at the value of your original order (if we have them on hand) or a discount on a new order and free shipping codes to mitigate the loss. You are still welcome to email iam@hiaj.co for additional review.

• What can you do about packages shipped to incorrect addresses?
  
  First, it is your responsibility to ensure the correct address is in the fields at the time of purchase. (See Address Scenarios section below).
  
  If you catch an incorrect address shortly after your purchase, email us for an address change within 24 hours, and we will change the address immediately—if it has not already shipped. You can also try submitting a mail forwarding request through the USPS mail forwarding form online. They may catch it in time.
  
  Please note: An email to troubleshoot an address change does not guarantee that we will receive and process your request in time to capture your changes.
  
  The confirmation email emphasizes this and offers a contingency for you to catch it early on. The email confirmation also emphasizes the need to visit this FAQ page to double-check your address. hiaj.co is not liable for any damages or loss sustained due to the customer inputting the wrong address at checkout under any circumstance—including miscommunications in payment software and order systems or transposed information in payment interfaces—such as ApplePay or SHOP entering your billing address as the mailing address should they differ. We cannot make efforts to replace goods for these reasons. This would mean accepting a loss in your product investment.
  
  USPS will tell us if we are shipping to an incomplete or “unmatched” address during label creation. Sometimes their deductions are correct, sometimes they are not. As a courtesy, if our shipping software determines that your address is only partially verified or doesn’t create a correct address match, we will reach out to you to verify your address to either satisfy or bypass USPS shipping “errors.” In high-volume periods such as the Annual Sale, or if the store is experiencing high demand due to special item drops (or other scenarios), or if we do not have the availability to verify due to other business priorities, we will not perform this extra verification and your item will be sent to the shipping address identified on your purchase confirmation.
  

ADDRESS SCENARIOS:

* * Emphasizing: if you catch an incorrect address shortly after your purchase, email us for an address change within 24 hours. Or, try submitting a mail forwarding request through the USPS mail forwarding form online—which usually works instantly. AGAIN: An email to troubleshoot an address change does not guarantee that we will receive and process your request in time to capture your changes.

* * If you catch the wrong address after you’ve gotten a shipping notification, you can email us if it is still in “pre-shipment” or “label-created” status for a change. You can also try submitting a mail forwarding request through the USPS mail forwarding form online.

* * If you catch the wrong address after your item has been en route or delivered, we are not held responsible for loss and will make no effort to replace your goods. Regretfully, you will have to accept that as a loss.

*** If we ship to the incorrect address during shipping, we will work together to replace your goods at no cost to you. If the item is irreplaceable, such as limited edition prints or limited-run items that are not offered ongoing on hiaj.co, we will issue a full refund.

• How can you personally assist with lost or delayed orders? 
  
  If you have not received a shipping notification from me according to my identified timelines, please reach out to me at iam@hiaj.co.
  
  In the event of a lost or delayed package post shipment, together, I will work closely with you and the carrier to resolve any conflicts within my power to resolve. We will also work closely together to resolve any and all complications should they arise, and assure that outcomes, above all things, are reasonable with consideration to all that is written here in this FAQ page. If you are concerned that your package may be lost, please email us directly to begin troubleshooting.
  
  We have access to only a few more data points than what is communicated to you during the USPS and FedEx tracking interface. In the event of a lost or delayed package, we will communicate those details promptly.
  
  ** If it is proven that the lost package is the result of unfortunate mishaps beyond my control, such as “acts of God,” negligent shipping companies, or delivery drivers, or simply lost with no discernible information, we are deeply apologetic that we cannot replace your order.
  
  *** In cases of loss, we offer free, same-quality overstock goods or percentage off reorders at the value of your original order (if we have them on hand) or a discount and free shipping codes to mitigate the loss.
  
  

• My item is stuck in the pre-shipment or “label created” phase; what’s up with that? (Now uncommon, but not impossible):
  

The package may be awaiting USPS pickup, which may take a day or two, depending on weekends and holidays. In some instances, packages remain in “pre-shipment” for the term of the package’s journey to you. This may happen if there’s an issue with the label, the USPS worker does not scan the package, or for a variety of reasons we cannot trace. This means the item may arrive at your door while tracking on the USPS interface is still pending.

We have spoken to USPS staff personally and have been told that in the interest of moving packages along faster, some facilities forego scanning. This is not always the case but we see an uptick in this during the holiday season or in high-volume seasons at hiaj.co. Please reach out if you experience extensive shipping delays with no update past the “pre-shipment phase” for more than three days.

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