You can still get shipping for Halloween!

Customer Service

Frequently Asked Questions

  Why can't I see my order history? (For accounts created before November 7, 2008)
  What happens after I place an order?
  What if I do not receive an order confirmation via e-mail?
  Can I change the delivery address?
  Can I change the date of my order's delivery?
  Is it safe to use my credit card online?
  Can I cancel an order?
  When will my order arrive?
  How do I find out which products are available outside of the United States?
  Which credit cards are accepted?
  When will my credit card be charged?
  What was the total charged to my credit card?
  What are the advantages of registering?
  What if I forgot my password?
  Why is my basket empty?
  What are cookies and why do I need them to shop this site?
  How do I enable cookies on my browser?
  How do I delete cookies on my computer?
  Where can I find the answers to the puzzle tin puzzles?
  Are your products Kosher?
  Are there Allergens in your products? If so, what are they?
  When will my shipment arrive due to extreme weather conditions?
  What does the Made in the USA flag mean?
  How do I get more information regarding The Popcorn Factory Fundraising program?
  How can I get additional order forms for Fundraising?
  What forms of payment are accepted for the Fundraising program?
  When will my Fundraising product arrive?

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Why can't I log in to my account? (For accounts created before November 7, 2008)

For security reasons, we are not able to port over passwords from the old site for users as they are encrypted. You will need to reset your password in order to access your account. To reset your password, login with your old login credentials and we will send you an email from Account-Update@ThePopcornFactory.com with a temporary password. Once you log in to your account with the temporary password, you will be instructed to update your password. Please note: Your User ID/E-mail Address is case sensitive. There is a 10 second delay between log in attempts. If you first attempt to log in was unsuccessful, wait 10 seconds before trying again.

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Why can't I see my order history? (For accounts created before November 7, 2008)

For security reasons, the system can not track orders that were placed before November 7th. All orders placed after November 7th can be viewed by clicking on the "Track Order" link located at the top of the web site.

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What happens after I place an order?

When your order is placed on the web site, you will see a "Thank You" page, which will have an online order confirmation number on it. This is confirmation that your order has successfully been placed. Your order is then sent over a secure connection to The Popcorn Factory®. You will receive an email confirmation once your order has been downloaded and received at The Popcorn Factory®. If there are any problems with your order, one of our customer service associates will contact you by phone or email.

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What if I do not receive an order confirmation via e-mail?

You will receive an order confirmation message via e-mail shortly after The Popcorn Factory® receives your order. If you do not receive this message within four hours of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at 1-888-216-0235 to ensure that your order is being processed.

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Can I change the delivery address?

We will be happy to change the delivery address as long as your order has not been delivered or is not on its way to being delivered. To request a change to your order's delivery address, please enter the new address information into our online Customer Service Inquiry Form.

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Can I change the date of my order's delivery?

If your order has not been delivered, or is not on its way to being delivered, we will be happy to change its intended delivery date. To request a change to your delivery date, please enter the new delivery date information into our online Customer Service Inquiry Form.

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Is it safe to use my credit card online?

We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice a blue bar at the top of the browser window and an unbroken key or lock icon at the bottom left corner of the window.

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Can I cancel an order?

If your order has not already been delivered, or is not on its way to being delivered, we can easily cancel it. To do so, please contact our customer service department immediately at 1-888-216-0235. If your order has already been sent out for delivery we will be unable to cancel it. If your order is scheduled for a delivery date in the future, you can call us at 1-888-216-0235 between the hours of 5:00 A.M. to 1:00 A.M. CST, 7 days a week or use our online customer service Q&A Chat or email us using our online Customer Service Inquiry Form with your request to cancel.

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When will my order arrive?

When placing your order, you will be asked to request a delivery date. Direct-shipped gifts are delivered via Ground, 2nd Business Day or Next Business Day and are delivered during normal business hours. To check the status of an order, you can use our Track Order page, or call us at 1-888-216-0235 between the hours of 5:00 A.M. to 1:00 A.M. CST, 7 days a week, or send us an email using our online Customer Service Inquiry Form.

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How do I find out which products are available outside of the United States?

For questions about international orders, please call 1-888-216-0235 between the hours of 5:00 A.M. to 1:00 A.M. CST, 7 days a week.

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Which credit cards are accepted?

We accept a variety of credit cards including American Express, Bill Me Later, Discover Card Network, MasterCard, and VISA.

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When will my credit card be charged?

We will attempt to secure authorization on your credit card at the point of purchase online. If there is a problem securing this authorization you will be notified on the spot and prompted to use another card. If we receive verification of sufficient funds, your order will be completed and transferred securely to us. Your account will be charged in 24 to 48 hours.

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What was the total charged to my credit card?

When you place your order online, you are presented with the price of the merchandise as well as the service charge that is applicable. In addition to these costs, you will be charged sales tax if your order is being delivered to Illinois, Virginia, New Mexico, New York, Ohio or Oklahoma. Immediately following receipt of your order, you will be sent an order confirmation via e-mail. This e-mail will include an itemized list of the charges. Any discounts or gift certificates that may have been applied will be reflected in the email you receive.

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What are the advantages of registering?

Becoming a registered shopper offers you a growing number of personalized benefits to make shopping with us faster, easier, and more intuitive. These are free services, which include the following benefits:

  • Faster, easier shopping
  • Easier gift giving for your personal list of VIPs in your address book
  • Exclusive special offers
  • You can register automatically when you order flowers or from the My Assistant section of our site

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What if I forgot my password?

If you have already registered and do not remember your password, we can send it to you. Click here.

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Why is my basket empty?

If the products you select are not showing up in your basket, one of two things is probably happening. You may not be fully adding the product to your basket or your browser may not be set up to work properly with the basket.

First, when you select a product, make sure you completely fill in the shipping information and click on either the "Shop More" button or the "Check Out Now" button on the bottom of the page. This should add that product to your basket. (You can confirm this by clicking on the "Shopping Basket" button which is in the top navigation bar on every page.)

If your product is still not showing in your basket, your browser could be set up to not accept "cookies". This site uses cookies to keep the items you've added to your order associated with you.

If you still have trouble you can place your order by calling 1-800-216-0235 between the hours of 5:00 A.M. to 1:00 A.M. CST, 7 days a week.

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What are cookies and why do I need them to shop this site?

To shop at thepopcornfactory.com, you need cookies enabled on your browser (You may have reached this page because your browser cookies are turned off). Here is some information about how we use cookies on this site.

Not to be confused with delicious Popcorn Factory cookies, computer cookies are very small text files which are placed on your computer by certain Web pages. Thepopcornfactory.com uses cookies to keep track of items which you place in your shopping basket, and also to remember you when you return to our site.

Cookies cannot harm your computer and do not hold personal or private information.

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How do I enable cookies on my browser?

First, check to see what browser you are running. You can determine this by selecting Help -> About from your toolbar.

Microsoft Internet Explorer 6.0 - Select Tools -> Internet Options, and then click on the Privacy tab. Move the slider to select the Medium setting. Or, click Advanced... button, click "Override automatic cookie handling", and click "Always allow session cookies".

Mozilla FireFox 1.0 - Click Tools, and then select Options. In the Options window, select the Privacy icon on the left. Click on the + sign next to cookies to expand the option. Select Allow Sites to Set Cookies.

For other browsers, please consult your documentation or online help files.

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How do I delete cookies on my computer?

Microsoft Internet Explorer 6.0 - Select Tools -> Internet Options, and then click on the General tab. Under Temporary Internet Files, click Delete Cookies. Close all browser windows and re-open.

Mozilla FireFox 1.0 - Click Tools -> Options, and then select the Cookies tab. Click the Clear Cookies Now button.

For other browsers, please consult your documentation or online help files.

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Where can I find the answers to the puzzle tin puzzles?

You can view the answers to the puzzles here.

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Are your products Kosher?

Yes, we are a Kosher certified facility and we proudly carry the widest recognized Kosher trademark, OU-D, on our tins.

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Are there allergens in your products? If so, which allergens should I be aware of?

Products containing Tree Nuts, Peanuts, Wheat, Soy, Milk and Eggs are manufactured and packaged at our facility. While there are procedures in place to prevent cross-contamination, there is a possibility of air borne allergen contamination. Therefore, our products are not allergen free and may contain allergens listed above. A larger list of allergens associated with specific products can be viewed here.

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When will my shipment arrive due to extreme weather conditions?

We make every effort to ensure your gift arrives on time! On rare occasions we may be impacted by extreme weather conditions and you may see a delay in delivery. In the unlikely event your gift is delayed, it will be delivered as quickly as possible.

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What does the Made in the USA flag mean?

Our popcorn is popped fresh from corn grown in the USA. All of our popcorn tins are manufactured here in the U.S. as well. Our 3 way, 4way and single flavor popcorn tins are a "100% Made in the USA" gift! In addition, all of our gifts are assembled and distributed from our facility in Lake Forest, Illinois.

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How do I get more information regarding The Popcorn Factory Fundraising program?

Email Fundraising@ThePopcornFactory.com or call 888-475-2676 to request a fundraising information kit.

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How can I get additional order forms for Fundraising?

Call or email your Account Manager directly or call 888-475-2676.

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What forms of payment are accepted for the Fundraising program?

Money order, Cashier Check or Credit Card (Visa, Master Card, Discover, AMEX). Money order or Cashier Checks made payable to The Popcorn Factory.

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When will my Fundraising product arrive?

After payment has been processed, please allow 10 business days for your order to arrive.

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Our Popcorn Promise: Both you AND your recipient must be absolutely delighted - we guarantee it!