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faq

 

1

IM READY! HOW DO I START SELLING MY PRODUCTS ON UNDISCOVERED KITCHEN?

Getting setup on Undiscovered Kitchen is easy! Simply login and click the big red “SELL MY PRODUCTS” button on the top right of the page to get started. We’ll guide you through a quick, step-by-step process to set up your shop. You’ll need to upload your company logo, fill in your business name, location and policies and add your products and payment information so we can pay you once you start selling!

2

HOW DO I LIST ITEMS FOR SALE?

You can add new products to the marketplace anytime by logging in and clicking the big red “ADD AN ITEM” button at the top right corner of the website. This will take you to the "ADD AN ITEM" page where you’ll be able to add new product information or select and edit the information from an existing item. You can also edit existing products directly from your dashboard ? Click on "ALL MY PRODUCTS" from the dropdown menu in the header, mouse over a product and select edit to edit the details of that product.

3

WHAT DOES IT COST TO SELL PRODUCTS ON UNDISCOVERED KITCHEN?

Undiscovered Kitchen offers a straightforward, all-inclusive selling structure for food businesses. There are no setup costs, no monthly contract and no hidden fees… We ONLY charge you when we’ve successfully helped you sell your products and grow your business. Undiscovered Kitchen charges a 15% fee per transaction on the final product price as displayed on the website. This fee also includes all payment processing and transaction fees. Everything is automatic so we wont bother you with invoices ... all the money you earn after the fee is taken out is yours to keep and is deposited directly into your account seven days after the order is placed – it’s easy!

4

AS A SELLER, HOW DO I HANDLE SALES TAX?

We do not calculate any sales tax, VAT, tips, shipping or other costs for you. It is the responsibility of the seller to set their prices to include any and all taxes. For sales tax in particular, it's important to remember that sales tax rules vary by region. We recommend checking with a local accountant to understand what, if any, taxes you're obligated to pay (e.g., based on the zip or postal code).

5

AS A SELLER, HOW DO I GET PAID?

Great question! You'll receive payment for orders on a rolling seven day basis which means you’ll get paid for each order 7 days after it was placed. For example, if an order is placed on June 1st you'll receive the payment in your bank account on June 8th. The only exception is for bank holidays. If you're scheduled to receive payment on a bank holiday or weekend, you will likely see the money in your bank account the next day your bank is open.

6

HOW DO I KNOW WHEN I’VE SOLD AN ITEM?

We’ll send an email notification to the email on your account each time you receive an order. Please make sure the email associated with your Undiscovered Kitchen account is valid so you never miss an order.

7

AS A SELLER, WHAT HAPPENS WHEN ONE OF MY ITEMS SELLS OUT?

Each time you add an item to Undiscovered Kitchen you’ll be asked to set the quantity of products you have in stock. As you sell your items we’ll count down and mark your item as “SOLD OUT” when you’ve sold that many items. We’ll send you an email to let you know when you’ve sold out of any items and remind you to add more!

8

AS A SELLER, HOW DO I SHIP AND COMPLETE MY ORDER?

Each time you receive an order we’ll send you the customer’s shipping address and include all order details in your seller dashboard under "MANAGE MY ORDERS". It is the responsibility of the sellers to ship each order directly to their customers using their preferred shipping method. When adding items you’ll have the option to offer express 2 day shipping and international shipping on all items - If your customer chooses express shipping or if it’s an international order, you’ll see this information in the order details as well. Once you’ve shipped the order to the customer, log into your Undiscovered Kitchen account and mark the order as “SHIPPED” and include shipping details.

9

DO SELLERS NEED TO PROVIDE A TRACKING NUMBER FOR SHIPPED ITEMS?

Yes – After you ship an order you’ll have to log into your account and mark the order as SHIPPED under “MANAGE MY ORDERS” in your dashboard. Here you’ll need to provide the order tracking number and shipping method. Once you add the tracking number to your order, your customer will be notified that the product has shipped and the status of the order will change to “SHIPPED.” We want all of your customers to shop with confidence and security – one way to make sure they feel comfortable while shopping is to provide them with a tracking number for each of their orders.

10

CAN I BECOME A FOOD ARTISAN IF MY COMPANY IS OUTSIDE OF THE USA?

Short answer – Yes! But, you MUST HAVE A U.S. BANK ACCOUNT in order to sell products on the Undiscovered Kitchen marketplace.

11

AS A SELLER, HOW DO I CONTACT A BUYER?

If you need to contact a customer after they’ve placed an order on Undiscovered Kitchen, simply log into your account and go to “MANAGE MY ORDERS” in your dashboard. Click the “CONTACT BUYER” button and you’ll see a message window from which you can email your customer directly.

12

AS A BUYER, HOW DO I CONTACT SELLERS ON UNDISCOVERED KITCHEN?

The Undiscovered Kitchen messaging system allows you to contact food artisans quickly and easily at any time. You can find the “CONTACT” button on every product page, on food artisan profile pages and in your order history and dashboard. You can read and reply to messages by logging in and clicking on the envelope at the top right of the website. You will also receive email notifications when a food artisan contacts you or replies to your message.

13

DOES UNDISCOVERED KITCHEN ACCEPT INTERNATIONAL ORDERS?

Accepting international orders and shipping internationally is at the sole discretion of individual food artisans on Undiscovered Kitchen. If a product does ship internationally you’ll see the option to choose international shipping and the related price on the product page.

14

AS A BUYER, CAN I TRACK MY ORDERS?

You can view and track all of your orders directly from your Undiscovered Kitchen order dashboard by logging in and choosing “MY ORDERS” from the dropdown user menu at the top right of the website. Food artisans are required to provide a tracking number for each order they ship.

15

WHAT IF THERE’S SOMETHING WRONG WITH AN ORDER WHEN IT ARRIVES?

Our food artisans try very hard to make sure your products arrive in perfect condition when they reach your door, but we all know things happen. If something does go wrong, log into your Undiscovered Kitchen account and select “MY ORDERS” from the user dropdown menu to view your order details – From here click the “CONTACT” button to contact the food artisan directly. Stay informed before you purchase by reading about each food artisan’s shipping and shop policies, which can be found on product pages and artisan profiles.

16

DO YOU OFFER UNDISCOVERED KITCHEN GIFT CERTIFICATES?

Not yet, but let us know if you’d like us to – We’re always looking for feedback.

17

IS MY CREDIT CARD INFORMATION SAFE ON UNDISCOVERED KITCHEN?

Here at Undiscovered Kitchen we take the security of your information very seriously. Undiscovered Kitchen processes all transactions using Stripe, which has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1, the most stringent level of certification available. Stripe forces HTTPS for all services, and regularly audits the details of their implementation: the certificates they serve, the certificate authorities they use, and the ciphers they support. Stripe also uses HSTS to ensure browsers interact with Stripe only over HTTPS. You can shop with confidence and read about all of Stripe’s security measures and how they ensure the safety of your personal information here: https://stripe.com/help/security

18

WHAT DO YOU MEAN SHIPPING IS ALWAYS INCLUDED ON UNDISCOVERED KITCHEN?

Our goal is to make shopping as fun and easy as possible – And we hate shipping costs just as much as you do! At Undiscovered Kitchen you’ll never have to worry about surprise shipping costs at checkout – all of our prices are final and include shipping – easy right?

19

HOW DOES SHIPPING WORK?

Each food artisan on Undiscovered Kitchen sets their own shipping policies and ships their products directly to their customers. You can read more about the individual shipping and shop policies of our food artisans directly on product pages under “SHIPPING AND SHOP POLICIES” and on profile pages.

20

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards including Visa, MasterCard, American Express and Discover, as well as JCB and Diners Club.

21

CAN I RETURN OR EXCHANGE PRODUCTS?

Returns and exchanges are at the sole discretion of the individual food artisans. You can view these policies for each product under “SHIPPING AND SHOP POLICIES” as well as on the food artisan’s profile page. You can also message individual food artisans by clicking the “CONATCT” button on product and profile pages. For current orders, log into you’re your account and click on “MY ORDERS” for the dropdown user menu in the website header. From here you can contact the food artisans from who you ordered by clicking the “CONTACT” button on the order in question.

22

HOW DO I CANCEL AN ORDER?

If you have problems with your order and want to cancel it you can message the food artisan directly by clicking the “CONATCT” button on their profile page, product page, or within your order dashboard by logging in and selecting “MY ORDERS” for the dropdown user menu in the website header. Contact them and explain the problems you’re having with your order. You can read each food artisan’s “SHIPPING AND SHOP POLICIES” located on product and profile pages to find out what their policies are on order cancellations, refunds and returns.

23

I FORGOT MY PASSWORD. HELP!

That’s easy! Just click “LOG IN” and then “FORGOT MY PASSWORD” and we’ll send you an email to reset your account password. If you’re already logged in, select “ACCOUNT SETTINGS” from your user dropdown menu in the website header and follow the instructions at the bottom of the page.

24

HOW DO I REVIEW A PRODUCT?

Log in to your account and click on “MY ORDERS” from the user dropdown menu in the website header. Find the order you want to review and click REVIEW THIS ITEM. Write your review in the pop up window and click “SUBMIT” – that’s it!

25

I DIDN'T FIND THE ANSWER TO MY QUESTION!

No worries - we're here to help! Simply email INFO@UNDISCOVEREDKITCHEN.COM and we'll get back to you as quickly as we can!