Rice To Riches

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FAQ

GENERAL QUESTIONS


1. What are your address and phone number?
37 Spring Street (between Mott St. and Mulberry St.)
New York, NY 10012
212- 274-0008

2. How can I get assistance?
For customer service, call us at 212- 274-0008. There is always a live person available to assist you, Monday – Friday, 9:00 AM - 5:00 PM (EST). (We do not accept purchase orders via email. If you would like to order a shipment of rice pudding, please visit the “shop online” section of our website).

3. What forms of payment do you accept?
In the store: American Express, Visa, Master Card, Discover, Rice to Riches Gift Card, traveler’s checks, and cash of course! Sorry, we do not accept checks or Money Orders, ducats, doubloons, or wampum.
On the website: American Express, Visa, Master Card, Discover

4. Do I have to pay sales tax?
Taxes are already included in the price.

5. Do you offer delivery in New York City?
We offer free local delivery . We can arrange a messenger service to deliver anywhere in Manhattan outside of our delivery area, but cost of the messenger service will be passed to you. Rice to Riches does not make a profit on this service.

6. What is your refund policy?
In store refund policy

7. How long will it take to get my credit card refund?
Rice to Riches issues refunds right away, Monday to Friday, 9:00 AM – 5:00 PM (EST). Processing time to post to your account depends on the policies of your bank or credit card carrier.

VISITING THE STORE

8. What are your store hours?
Sunday – Thursday 11:00 AM – 11:00 PM
Friday and Saturday 11:00 AM – 1:00 AM

9. What is your holiday schedule?
Our store is open 365 days a year. For holiday hours call the store at 212- 274-0008.

10.Do you accept reservations?
Sorry, limited seating is available on a first come, first sit basis.

11.What are the closest trains to the store?
6 train to Spring St
W, R to Prince St
B,D,F, or M to Broadway – Lafayette
J to Bowery

12.How do I drive to the store?
Please call us at 212.274.0008 for driving directions.

13.Can I use an e-gift certificate at the store?
You must call in advance to exchange your e-gift certificate for a Rice to Riches gift card which can be used in the store. Call 212- 274-0008 Monday – Friday between 9:00 and 5:00 (EST), and provide your e-gift certificate number. We will hold the gift card for you to pick up in the store.
Please remember to call in advance or we will not be able to help you.

14.In which containers can I order more than one flavor?
You can order one, two, or three flavors in the Omni. The Omni has three sections that each hold 6 oz of rice pudding, so different flavors won’t get mixed together.
You can order two flavors in the Epic, but unlike the Omni, it does not have a divider.

15. What if I want more than one flavor in a different container?
We do not recommend combining flavors in a container other than the Epic or
Omni. If you really want to, you can, but we are not responsible for the taste if flavors get mixed together.

16. I am not happy with my in-store purchase. Can I get a refund?
You must bring the uneaten product back to the store counter along with your receipt of purchase. You will have the option to select a new rice pudding, a refund, or a gift card. The manager has the right to decline an exchange or refund, or to exchange only a portion of the rice pudding if most of the serving has been eaten.

OUR RICE PUDDING

17. How many ounces are in each container?
Diva 6oz
Solo 8oz
Epic 14oz
Omni 18oz 3 flavors, 6 oz each
Sumo 40oz
Moby 80oz
Note that these are approximate measurements because the containers are filled by hand, not by machine.

18. What are the ingredients?
All our rice pudding is made with five basics: milk, rice, sugar, eggs, and cream. Real and all natural ingredients such as fruit, cocoa, vanilla, and seasonings are used to make our different and delicious flavors. Please see our flavors page for detailed descriptions and allergy information.

19. Where is your rice pudding made?
It is hand crafted in small batches daily right here in our store kitchen.

20. How long does the rice pudding last?
On average, it lasts five to seven days. It is perishable, so for maximum freshness keep your rice pudding covered and refrigerated.

21. How long can I keep it outside the fridge?
Handle the rice pudding the same way you would handle milk. The length of time it can remain outside the fridge depends on things like the temperature of the room, etc.

22. Can I freeze the rice pudding?
We don’t recommend it. When the rice pudding thaws the texture will be mealy and unpleasant.

23. Can I heat up the rice pudding?
Yes. We recommend that you gently microwave at a medium setting for fifteen or twenty seconds at a time until the rice pudding is warm enough for your taste. The rice pudding is already cooked, so be careful to not overheat.

24. Are any of your products gluten and wheat free?
Most of our rice puddings are 100% gluten free, with one or two exceptions. Our staff is trained on safety for customers with gluten allergies, so just ask for assistance.


25. Do all your rice puddings contain dairy?
Yes.

26. Do you use gelatin in your rice pudding?
There is only gelatin in flavors that contain marshmallows.

27. Do you use raw eggs in your rice pudding?
No. We use pasteurized eggs that are fully cooked.

28. Is it safe for pregnant women to eat?
Yes, unless you have a special diet. We don’t use any raw ingredients.

29. Is your rice pudding vegan?
No, it contains dairy and eggs.

30. Is your rice pudding vegetarian?
It is ovo-lacto vegetarian. The cheese used in some flavors is rennet free. The only exceptions are the flavors that contain marshmallows.

31. Is your rice pudding certified kosher?
Not at this time.

32. Is your rice pudding organic?
No, but it is all natural.

33. Do you use preservatives or additives
No. We do not use any extracts, artificial flavors, colors or preservatives.

34. Do you have any low fat options?
No, that’s not our style.

35. Do you have any sugar free options?
No.

36. Does your rice pudding contain any high fructose corn syrup?
Definitely not!

37. What kind of rice do you use?
White short grain.

OUR PACKAGING

38. Are your containers reusable?
They’re cool, right? Yes, please reuse and enjoy them.

39. Are your containers dishwasher and microwave safe?
Yes, they are both.

40. Are your containers recyclable?
Yes, but New York City Sanitation does not accept them. Check your local recycling services. Our plastic recycling number is 5.

41. Why don’t you recycle your containers?
It is unsanitary to do so in our store and we do not have the space.
All of the packaging is made from recycled material, though.

42. Can I bring my bowl back to the store to be reused?
Absolutely. Unfortunately, it will not get you a discount.

43. Can I freeze your bowls?
No. They will crack.

44. Can I purchase your bowls and spoons without rice pudding?
You can buy them in the store, through our website, or call us at 212-274-0008 Monday to Friday, 9:00 AM – 5:00 PM (EST) to have them shipped.

45. Are your containers BPA free?
Yes.

THE WEBSITE & E-GIFT CERTIFICATES

46. How can I update or change my personal information on your website?
· Click “login” and enter your email and password
· Click “my account”
· Click “change”

47. I lost or forgot my password for my online account. How can I retrieve it?
· Click “login”
· At the bottom of the page there is a “Forgot your password?” field.
· Enter the email associated with your account and a new password will be emailed to you.

48. Is it safe to use my credit or debit card on your website?
Yes the website holds a SSL (Secure Socket Layer) certificate, ensuring that your information is protected and secure. We do not sell or share any customer information.

49. Can I use the Rice To Riches gift card on the website?
Yes, on the checkout page you can opt to use your Rice to Riches card as your method of payment.

50. What is an e-gift certificate?
It is an animated email containing a gift certificate to be used on our website. It allows the gift-giver to prepay for a shipment of rice pudding and the recipient can chose the flavor and date of delivery.

51. How does the e-gift certificate work?

52. Can I choose the day my e-gift certificate will be emailed to the recipient?
During the ordering process you will be able to schedule the e-gift certificate to arrive on a specific day.

53. Can I use an e-gift certificate at the store?
You must call in advance to exchange your e-gift certificate for a Rice to Riches gift card which can be used in the store. Call 212- 274-0008 Monday – Friday between 9:00 and 5:00 (EST), and provide your e-gift certificate number. We will hold the gift card for you to pick up in the store.
Please remember to call in advance or we will not be able to help you.

ONLINE ORDERING AND SHIPPING

54. Can I mail, email or fax my order?

No. All orders must be placed on the website.

55. How can I make changes to my order?
Call the store no later than 2:00 PM (EST) the day before your order is scheduled for delivery. After that time FedEx has picked up your order and they may apply additional charges. Our number is 212-274-0008.

56. My order has already shipped from the store but I provided the wrong delivery address or information. How can I correct this?
Call us. If the error is an address change, FedEx will likely charge a $10 fee. If your package has gone to the wrong sorting facility as a result of an incorrect address, then delivery may be delayed a day or two, but that rarely happens.

57. If my order is a gift, do you include prices with the shipment?
No, the recipient will not see how much (or how little) you spent.

58. If I do not send a gift card how will the recipient know it’s from me?
Your name will be displayed on the shipping package.

59. Does the rice pudding require preparation?
It arrives fully cooked and ready to eat, but we suggest stirring the rice pudding when you first open it. Since there are no “emulsifiers” holding it together, sometimes the rice may settle towards the bottom of the bowl. A quick stir will ensure that all the ingredients are well mixed.

60. Can I order more than one flavor for shipping?
You can order as many flavors as you like but each will be packed in a separate container. When ordering, make sure to indicate what size you would like of each flavor.

61. Do you ship toppings? Can I ship only toppings?
Yes and yes. To ship toppings only (without Rice Pudding) contact Rice to Riches at 212.274.0008

62. Will my order come with bowls and spoons?
Yes, the rice pudding arrives packed in our colorful bowls. Four spoons come with each Sumo and one spoon comes with each Epic. You can order more bowls and spoons at additional cost

63. Can I order just the containers and spoons?
Yes, you can purchase them, as well as other merchandise, on our website. You can also call us at 212-274-0008 Monday to Friday, 9:00 AM – 5:00 PM (EST) to have them shipped.

64. Do you ship to Alaska and Hawaii?
Yes, but there is no Saturday delivery to those locations.

65. Do you ship to remote or rural locations in the USA?
Yes, but note that Fed Ex cannot guarantee delivery time. Package Tracking will give an estimated time of arrival. Please see terms and liabilities for more information.

66. Do you ship to Europe, Asia, Canada or Mexico?
Unfortunately, it is not legal to ship perishable items overseas. The rice pudding would not pass through customs inspection.

67. I do not live in the USA. Can I ship something to a USA address?
Yes, call 212-274-0008, Monday – Friday between 9:00 AM and 5:00 PM (EST) and a store manager will assist you. Unfortunately the website cannot process shipments without a US billing address.

68. What courier do you use?
Federal Express

69. Can I use my own courier?
Yes, but Rice to Riches will not be responsible for your shipment after it is picked up from the store. Call us during business hours to arrange use of your own courier. A standard charge for packaging will still apply.

70. Can I contact FedEx directly regarding my shipment?
No, Fed Ex is not permitted to give information to customers. Direct your questions to Rice to Riches at 212-274-0008, Monday – Friday between 9:00 AM and 5:00 PM (EST).

71. Can I track my package?
Yes, you will receive a confirmation email containing a Fed Ex tracking number. There is also an “order tracking” link on the top right corner of our website.

72. Is the weather a concern for delivery?
If extreme weather disrupts FedEx’s operations, shipping may be affected.
When such problems occur, it is usually because:
- Shipments are prevented from leaving New York.
- Delivery is disrupted in your local area.
- FedEx’s central sorting facilities, which are located in Memphis and Indianapolis, are shut down.
Slight shipping delays will not effect the quality of your rice pudding. We use custom packaging and frozen gel packs that ensure the rice pudding remains at proper cold-storage temperature. (See “Our Packaging”)

73. Can FedEx drop off my order if no one is home to receive it?
Yes, FedEx will usually leave the package at your door even if no one is home. Unfortunately, if the FedEx driver thinks it’s unsafe to leave the package unattended, driver can chose not to do so. Rice to Riches is not responsible for your package after it has been dropped off by FedEx.

74. What time is my order supposed to be delivered?
No later than 8:00 PM on the scheduled delivery day, unless you live in a remote location or if extreme weather or acts of God impede delivery. Fed Ex does not guarantee exact delivery time during high-traffic holidays.

75.Why don’t you deliver on Monday?
FedEx doesn’t pick up on Sundays and all shipments are sent overnight.

76. What is your holiday shipping policy?
Rice to Riches policies are the same 365 days a year. However, from mid December through January 2nd FedEx does not guarantee exact delivery times.

77. For how long have you been shipping your product?
Our rice pudding has successfully travelled the country since 2003.

78. How is your rice pudding packed and shipped?
Our rice pudding is made fresh, packed and shipped the same day. Our packaging is custom designed to maintain ideal temperature during shipping.

79. Do you use dry ice for shipping?
No, we use frozen gel packs which are safe and keep the rice pudding at ideal refrigerated temperature. Dry ice is dangerous and would freeze the rice pudding (which should not happen).

80. Why is your shipping so expensive?
3 reasons: speedy delivery, cost of packaging, and weight. 1) Rice pudding is perishable and cannot be frozen, so it must be shipped overnight. 2) To keep the rice pudding at refrigerated temperature, we use an insulated package with frozen gel packs, all of which adds up in price. 3) Rice pudding is heavy. The heavier the package, the more it costs to ship.

81.What do I do if there is something wrong with my order or delivery?
Call the store within 72 hours of receiving your order if you want to report a problem. Our number is 212-274-0008. You must save all packaging and rice pudding. Fed Ex may need to retrieve the whole parcel.

82.What are my refund options for shipped orders?
If you qualify for a refund (please see FAQ #81 and terms and liabilities ) you may select a replacement order of rice pudding, a gift card equal to the value of your order, or a refund to your credit card.

83. How long will it take to get my credit card refund?
Rice to Riches issues refunds right away, Monday to Friday, 9:00 AM – 5:00 PM (EST). Processing time to post to your account depends on the policies of your bank or credit card carrier.

THE BUSINESS

84. Whose idea was the store? Who designed it?
The owner conceived and designed the store.

85. Do you offer catering?
Call 212-274-0008 Monday to Friday, 9:00 AM – 5:00 PM (EST).

86. Do you offer wholesale pricing for restaurants and business?
Call 212-274-0008 Monday to Friday, 9:00 AM – 5:00 PM (EST).

87. Are you planning to open more locations?
Yes, we are planning to in the future.

88. How can I become part of your company, invest, or open a franchise?
Call 212-274-0008 Monday to Friday, 9:00 AM – 5:00 PM (EST). Each offer will be reviewed and handled individually.