Welcome To Our Help Center Page.
Ingredients
What Is Maltodextrin
Maltodextrins are easily digestible carbohydrates made from natural corn starch. The starch is cooked, and then acid and/or enzymes are used to break the starch into smaller polymers (a process similar to that used by the body to digest carbohydrate).
Are generally sold as dried powders.
Are polymers of dextrose (sometimes labeled "glucose polymers").
Do not contain significant quantities of protein, fat or fiber.
Corn-based maltodextrins are not produced from and do not contain malt products.
Corn-based maltodextrins are safe for patients with celiac disease since they do not contain proteins from wheat, barley, oats or rye.
Maltodextrins are not known to contain MSG.
Diabetics should follow the advice of their physicians.
Maltodextrin's glycemic index should be considered metabolically equivalent to glucose (dextrose).
What Is Inulin
What is your sugar source
Do Your Products Contain Preservatives
Note: Our seasonal products which contain dried fruit (Hot Cross Buns, Fruit Cake, Festive Bread) DO have a preservative. The fruit mixture contains Potassium Sorbate. We continue to look for a verifiable Gluten free dried fruit mixture that does not contain preservatives.
Can You Tell Me What Ingredient X Is
We've also added some of the more common GF and CF ingredients that we don't use but which you may run across in the grocery aisle.
Available in the Resource Center
Does your baking powder contain aluminum or corn?
Does your salt contain Iodine?
Shipping
Why Was An Item Not Shipped
Ingredients In order to provide you with safe, uncontaminated food, we must, without any question assure that the ingredients we use are reliable and safe and most specifically, gluten free and dairy free as applies. We develop close relationships with a few suppliers who take the time and interest to provide us with accurate information on their production techniques and give us assurances that there are no cross contamination issues. Finding companies that are willing to give out this type of information is exceedingly rare. This greatly limits our ability be flexible when it comes to finding alternate sources of ingredients, should a supplier be unable to deliver an ingredient. we can not and will not risk our customers health by using ingredients that we do not have confidence in. When a regular bakery runs out of flour, they can go anywhere to get more, we do not have that luxury. When ingredient supply problems come up, the only solution is to not make the product until we can get our assured source back in stock. Sometimes this is a matter of a day or two, but that can affect many orders scheduled to ship on the day the ingredient is unavailable. Equipment Because gluten free baking is so different from typical baking, much of the equipment we use is either highly modified or custom built. If one of these pieces of equipment breaksdown, it can cause delays as replacement parts and servicing can be hard to find. Timing Everything we do is based on Just In Time manufacturing. This allows us to provide the best possible service to our customers, including delivering fresh product anywhere in North America. However, any issues with equipment or ingredients can cause this to Just in Time system to breakdown. Due ot our shipping system, we are only able to ship Tuesdays and Wednesdays. We have a limited number of orders we can ship (based on our space allocation on the UPS plane out of Edmonton) If a product is not available on either of these days, we have a couple of options. * If we have space on the next shipping day, we can hold an order and ship it the following day. This is our preferred method however it is not always possible. * We can short ship the order. You are not charged for what you don't get but you get your order on time. * We can hold your order. If you prefer, you can have us put a note on your file which states only ship complete orders. We will only ship when we can completely fulfill your order. Be aware that this may cause a delay of up to one week for the arrival or your order.
Short Ship Policy
How Long Does It Take For My Order to Arrive
If you order over the internet you should receive an email confirmation that indicated your expected shipping date and if you call you should be told the expected shipping date.
Orders are generally shipped via UPS Express and will arrive 1-2 days after they are shipped.
Why Does It Up To 10 Days To Get My Order
However, in most cases, our turn around time is significantly shorter than 10 working days. With and average of 1 week.
Be assured that your soft baked products are not 10 working days old when you get your order. They are shipped shortly after they are made to get you the best quality products we can make.
What Happens When A Product Is Not Available
Because we don't bill your credit card until your order ships, you will not be charged for the products that we don't ship.
Can You Ship To Addresses Outside Of The US And Canada?
Can You Ship To PO or APO Boxes
No Back Order Policy
Companies that do backorder are generally shipping shelf stable product using ground transportation, which is very inexpensive, but can take more than a week to arrive. For us, this is not possible. The costs of shipping would make it impossible to offer our $10 fee. We made the decision not to backorder and make it clear on our payment screen that we do not backorder. That being said, our fill rate (complete orders) averages over 99%
Of course you are never charged for products that are not shipped, but we do understand that it can be frustrating not to receive products that you have ordered. If you wish, you can contact CustomerCare and have them put a note on your file that says -Do not ship unless completely filled- or -Do not ship without Donuts-. Do realize that your order will have to be rescheduled if we can not meet your original ship date and this could mean a DELAY of up to one week in receiving your order.
Can You Ship To A Hotel
Let the hotel know by fax or phone that a package will be arriving for you and request "Hold For Guest"
Shipments can only arrive on Tuesday through Friday. If your stay does not fall within these days you may need to make other arrangements. Some hotels may hold a shipment for a day or two prior to your arrival. Contact the hotel to verify.
Can You Leave Package At Door/No Signature Required
Please note that this type of delivery is entirely up to the discretion of the UPS delivery driver. If the driver does not leave the package for any reason, it will be the responsibility of the customer to arrange for alternate delivery or pickup. Any loss, damage, theft or spoilage resulting from the extra time required for this delivery is the customers responsibility.
Why Is There A $200 Maximum For US Shipments
If we allowed shipments over $200, the additional customs charges would be billed to the customer. On average, a customs broker charges $30.00 to handle small shipments.
Customs clearing through a broker also takes an extra day or sometimes two. Because our products are delivered fresh, this would mean the products would be in transit for too long.
Why Don't You Ship Frozen Products
If we ship frozen products in a standard box, the products would likely thaw by the time they reach their destination. You would then need to re-freeze them, which is safe to do but substantially affects product quality.
If we were to ship frozen products with dry ice or a cooler pack, it would add substantial cost to the shipping and we would not be able to offer our low flat rate shipping fee of $10.
When Do You Ship
Because we must ship products fresh and they can not sit over the weekend, products must arrive on or before Friday
Who Is Your Shipper
How Much Is Shipping
Billing
When Is My Credit Card Billed
Your card will not be charged until your order has shipped.
If your order is short shipped for any reason, the amount charged to your card will be adjusted accordingly. We DO NOT backorder.
Do I Have To Pay Taxes On My Order
What Does Authorization Mean
What Credit Cards Do You Take
Canadian Customer can pay with Visa or Mastercard.
My Account
How Do I Change My Email
You can change your billing and shipping email addresses by logging in and selecting Edit Billing and Edit Shipping.
Please note that if you do use your email address as your username, you will not be able to change it.
Changing My Password
Log in to your account
Click Edit My Password
Enter your old password
Enter your new password
Re-enter your new password
Notes:
You can not reuse your old password
Your new password must meet minimum complexity requirements
Store Finder
Can You Tell Me What A Store Carries
Why isn't the store finder more up-to-date
This is why we always recommend that people call before making a special trip. This is a good idea in any case as even stores that regularly carry our products are frequently out of stock due to the ever increasing demand for GF products.
If you can not find a store locally carrying the products you are looking for you can always place an order either on our website or by calling our toll free number 1-877-503-4466
Why Is My Local Store Not Listed
How Do I Get My Store To Stock Your Products
Can you tell me if store X carries product Y
Please note: The store finder is only a guide to stores who have carried at least some of our products in the past. It may be inaccurate or out of date. Please call the store to check for availability before making a trip.
If you can't find a product locally, you can always order online from our website or call us toll free at 1-877-503-4466.
Security
Why Does My Account Get Locked Out
By putting a limit on the number of times an account access can fail and then enforcing a timeout period, we make such attacks much more difficult and generally, an attacker will move on to a different website where such protections are not in place.
The Importance Of A Secure Password
The table on the link shows just how easy or how hard it can be for a hacker to break into an account using a method known a Brute Force Attack
| Length of the password | Character set | |||
| lowercase letters | lowercase letters and digits | Both lowercase and uppercase letters | all printable ASCII characters | |
| < = 4 | instant | 2 min | ||
| 5 | instant | 2 min | 12 min | 4 hours |
| 6 | 10 min | 72 min | 10 hours | 18 days |
| 7 | 4 hours | 43 hours | 23 days | 4 years |
| 8 | 4 days | 65 days | 3 years | 463 years |
| 9 | 4 months | 6 years | 178 years | 44530 years |
It's obvious the longer and more complex your password is, the more secure it is.
As personal information theft becomes more of a problem, we are doing our part in helping your keep your information secure. This website implements security precautions to help prevent identity theft. These include support for only the latest browsers, High grade encryption, strong password requirements and account lockout policies.
Products
Do You Sell Mixes and Flours In Bulk
Are Your Products Kosher
Yes. Kinnikinnick Foods facilities, and an extensive list of products, are certified OU kosher pareve by the Orthodox Union.
Both plants have been through the rigorous certification program under the supervision of the Kashruth Division of the Orthodox Union. Our Certificate can be viewed here http://resources.kinnikinnick.com/media/pdfs/Letter%20of%20certification.pdf
Which Of Your Products Are Fortified
How Should I Store Your Products
Cookies, mixes and raw ingredients do not need to be frozen. Store in a sealed container in a dry location.
If you order directly from us, products are made specifically for you and are shipped fresh to your door via overnight courier and you will need to freeze them immediately.
Do You Carry Gluten Free Oats
Some studies have shown that some people may be able to tolerate Pure Uncontaminated Oats.
We believe more studies are necessary to ensure the long term effects of oats in a Celiac Diet and have made the decision not to carry them at this time.
Do You Have Recipe Book
Do You Have Online Product Preparation Instructions
Did You Discontinue Product X
Store employees may be uninformed
Store may not be carrying the product any longer and does not want to upset the customer
Distributor may be having supply problems due to high demand
Kinnikinnick may be having supply problems due to high demand
If we are discontinuing a product you will see a notice on our website.
Will The Bread Mix Produce The Same Results As Your Baked Bread
Can Your Mixes Be Used In A Bread Machine
What Is The Shelf Life Of Your Products
Frozen Goods - 8 months
Cookies - 1 year
Mixes - 1 year (minimum)
Do You Make Special Orders
Due to production and shipping constraints we are not able to offer a Special Order service.
Note to Edmonton and Area Customers: We do offer a special order service for birthday and wedding cakes for pickup at our Edmoton retail store. Contact the store directly for availability and pricing at www.getitfresh.ca
Why Don't You Have More Soy Free Products
Once we made the switch we began to get more call from customers that soy was a problem. Over the past few years we have been working hard at the removal of soy from our products. We did remove soy from many of our products in 2004. About half of our products are currently soy free.
However, there are physical properties which soy provides which have not yet been duplicated by industry and removing it greatly affects product quality. We are constantly evaluating new ingredients and technologies and we will remove soy when we can use another ingredient without compromising quality.
Are Your Products Organic
Many of the specialized ingredients we use are simply not available as organic
Most mills grinding organic flours also grind non-GF grains, making them not suitable for GF use.
Organic ingredients (even if they were available) would add a substantial cost to an already high cost product.
We do make every effort to provide customers with the healthiest available food choices but our highest priority is to produce a truly GF product
Why Doesn't My Store Carry Some Products
Individual stores make decisions based on customer input, shelf and freezer space and perceived demand. If you would like to see products that are on our Top Seller List in your local store, print out the list and talk to your local store manager. Many stores will do special orders if you purchase a case from them.
Produits
Do You Sell Mixes and Flours In Bulk
Are Your Products Kosher
Yes. Kinnikinnick Foods facilities, and an extensive list of products, are certified OU kosher pareve by the Orthodox Union.
Both plants have been through the rigorous certification program under the supervision of the Kashruth Division of the Orthodox Union. Our Certificate can be viewed here http://resources.kinnikinnick.com/media/pdfs/Letter%20of%20certification.pdf
Which Of Your Products Are Fortified
How Should I Store Your Products
Cookies, mixes and raw ingredients do not need to be frozen. Store in a sealed container in a dry location.
If you order directly from us, products are made specifically for you and are shipped fresh to your door via overnight courier and you will need to freeze them immediately.
Do You Carry Gluten Free Oats
Some studies have shown that some people may be able to tolerate Pure Uncontaminated Oats.
We believe more studies are necessary to ensure the long term effects of oats in a Celiac Diet and have made the decision not to carry them at this time.
Do You Have Recipe Book
Do You Have Online Product Preparation Instructions
Did You Discontinue Product X
Store employees may be uninformed
Store may not be carrying the product any longer and does not want to upset the customer
Distributor may be having supply problems due to high demand
Kinnikinnick may be having supply problems due to high demand
If we are discontinuing a product you will see a notice on our website.
Will The Bread Mix Produce The Same Results As Your Baked Bread
Can Your Mixes Be Used In A Bread Machine
What Is The Shelf Life Of Your Products
Frozen Goods - 8 months
Cookies - 1 year
Mixes - 1 year (minimum)
Do You Make Special Orders
Due to production and shipping constraints we are not able to offer a Special Order service.
Note to Edmonton and Area Customers: We do offer a special order service for birthday and wedding cakes for pickup at our Edmoton retail store. Contact the store directly for availability and pricing at www.getitfresh.ca
Why Don't You Have More Soy Free Products
Once we made the switch we began to get more call from customers that soy was a problem. Over the past few years we have been working hard at the removal of soy from our products. We did remove soy from many of our products in 2004. About half of our products are currently soy free.
However, there are physical properties which soy provides which have not yet been duplicated by industry and removing it greatly affects product quality. We are constantly evaluating new ingredients and technologies and we will remove soy when we can use another ingredient without compromising quality.
Are Your Products Organic
Many of the specialized ingredients we use are simply not available as organic
Most mills grinding organic flours also grind non-GF grains, making them not suitable for GF use.
Organic ingredients (even if they were available) would add a substantial cost to an already high cost product.
We do make every effort to provide customers with the healthiest available food choices but our highest priority is to produce a truly GF product
Why Doesn't My Store Carry Some Products
Individual stores make decisions based on customer input, shelf and freezer space and perceived demand. If you would like to see products that are on our Top Seller List in your local store, print out the list and talk to your local store manager. Many stores will do special orders if you purchase a case from them.
Gluten Free Answers
What Are Your Gluten Free Standards
All of our products are produced in our two dedicated Gluten Free facilities.
All our ingredient suppliers are required to provide gluten free statements
All our ingredients are tested using various gluten testing protocols in our lab by our food scientist. All our products are randomly tested by the CFIA (Canadian equivalent of the FDA) as gluten free is a regulated term in Canada
We do not outsource any manufacturing so we maintain control of all processes at all times.
We believe we take the most precautions of any company in the world to ensure our products are gluten free.
Where Do You Get Your Gluten Free Ingredients
Do You Test For Gluten
All new ingredients are tested using the High Sensitivity ELISA Gluten Test (HSEGT) in our lab by our food scientist.
All our major ingredients tested at each new shipment using the HSEGT in our lab
All our minor ingredients are randomly tested using the HSEGT in our lab
All our ingredients are spot checked using the Gluten rapid test kits
All our products are randomly tested by the CFIA (Canadian equivalent of the FDA) as gluten free is a regulated term in Canada
What Does Your Lab Do
The lab tests for gluten and other allergens and pathogens. All arriving ingredients used in our products are tested for gluten in this lab based on several criteria which we have developed (see Do You Test For Gluten)
It also monitors and controls product quality in terms of color, moisture content, texture several other quality points.
Do You Have A Dedicated GF Facility
Kinnikinnick Employees are provided free GF breads, buns, cookies and other snacks as they are not allowed to bring such items into our facilities.
What Is Gluten
Gluten can be toxic to people with Celiac Disease
Gluten in wheat flour helps bread and other baked goods stick together and prevent crumbling. Gluten is used in many processed and packaged foods.
*Some studies have shown that some people may be able to tolerate Pure Uncontaminated Oats. In Canada it is currently against the law to sell Oats labeled Gluten free and As Such we do not carry any products with oats.
What About Corn and Rice Gluten
In fact, it is the portion of gluten molecule called the prolamins which is toxic for celiacs.
The prolamins are gliadin in wheat, secalin in rye, horedin in barley and evedin in oats (see note on GF Oats) .
Confusion arises when the word gluten is used in conjunction with corn or rice (corn gluten, glutinous rice). Technically speaking corn and rice do have a form of gluten but THEY DO NOT have the toxic portion and are acceptable on a gluten free diet.
What Are Gluten Free Grains
Tapioca (Cassava, yucca, manioc)
Rice (brown, white, sweet)
Potato
Pea
Corn
Soy
Amaranth
Teff
Quinoa
Legume Flours (lentil, chickpea)
Buckwheat
Sorghum (milo)
This is only a partial list. Check with your local Celiac Association for more in-depth listings
Do Seeds Contain Gluten
Casein Free Answers
What Is Casein
Casein is a protein found in all kinds of milk (cow, goat, human etc).
Casein is the main component of cheese.
Note: Casein can sometimes be found in products labeled non-dairy in the form of sodium caseinate
Are All Of Your Products Casein Free
Tapioca Rice Cheese Bread
Fruit Cake (seasonal)
Chocolate Covered Almond Biscotti
KinniBetik Chocolate Chunk Cookies
You can easily identify which products are GFCF (gluten free casein free) by looking for the ALTA GFCF Logo.
We also provide an Ingredient Quick Reference available in the Resource Center.

Kinnikinnick Foods Inc. the Kinnikinnick logo, Gluten Free Has Never Tasted So Good, the ALTA GFCF logo, KinniToos, Kinni-Crisp, S'moreables, Kinni-Kwik and Kinnibetik are all Registered Trademarks of Kinnikinnick Foods Inc.
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