Frequently asked questions
Everything about ordering, shipping, returns and looking after Palestinian olive oil — answered in one place.
Most asked
When will my order arrive?
We pack and dispatch orders within 2–5 business days. Once shipped, most orders arrive within 1–4 weeks depending on your location and the origin of each item. You'll get a tracking link by email as soon as your parcel leaves us.
Which countries do you ship to?
We ship across the United States, Canada and Mexico. If your country isn't listed at checkout, email us — we can often arrange a quote for larger orders.
Can I change or cancel my order?
Contact us as soon as possible. Changes are possible only before fulfillment begins.
What is your return policy?
Request a return within 14 days of delivery. Unopened, unused items in original condition can be returned once we've approved the request.
Is your olive oil organic and extra virgin?
All our olive oil is cold-pressed extra virgin. Selected lines are certified organic and labelled as such on the product page.
How should I store olive oil?
Keep it tightly sealed in a cool, dark place away from heat and direct sunlight.
Shipping & Delivery
When will my order arrive?
We pack and dispatch orders within 2–5 business days. Once shipped, most orders arrive within 1–4 weeks depending on your location and the origin of each item. You'll get a tracking link by email as soon as your parcel leaves us.
Which countries do you ship to?
We ship across the United States, Canada and Mexico. If your country isn't listed at checkout, email us — we can often arrange a quote for larger orders.
How much is shipping, and is there free shipping?
Shipping is calculated at checkout. Free shipping applies when the order meets the threshold shown on our website.
How do I track my order?
We email a tracking link as soon as your parcel is dispatched.
Why did my order arrive in more than one parcel?
Items may ship separately when they are fulfilled from different locations.
Can I change my delivery address after ordering?
Contact us immediately. We can update the address only before fulfillment begins.
Will I pay customs duties or import taxes?
International customers are responsible for any duties or taxes charged by their destination country.
Do you deliver to PO boxes and APO/FPO addresses?
Available delivery methods are shown after entering your address at checkout.
Orders & Payment
Do I need an account to order?
No. You can check out as a guest. Creating an account just saves your addresses and keeps your order history and tracking in one place.
Which payment methods do you accept?
All major credit and debit cards, plus the express wallets shown at checkout. Your card details are handled securely by our payment provider.
Can I change or cancel my order?
Contact us as soon as possible. Changes are possible only before fulfillment begins.
I didn't receive an order confirmation email
Check your spam folder and confirm the email used at checkout, then contact us if it is still missing.
Do you sell gift cards?
Available gift cards are listed in our online shop.
Can I add a gift message and hide the prices?
Add your request in the order notes or contact us immediately after ordering.
Can I order a large quantity for an event?
Yes. Contact us for availability and a tailored quote.
Do you offer discounts or a first-order offer?
Current offers are displayed on our website and announced through our newsletter.
Returns, Refunds & Damaged Items
What is your return policy?
Request a return within 14 days of delivery. Unopened, unused items in original condition can be returned once we've approved the request.
My order arrived damaged or leaking.
Tell us within 14 days and send a photo of the item and outer box. We'll replace it, credit you or refund you in full when appropriate.
How do I start a return?
Contact us with your order number and the reason for the return before sending anything back.
When will I get my refund?
Approved refunds are issued to the original payment method after the return is processed.
Can I exchange an item for a different size?
Contact us with your order details so we can confirm availability.
My tracking says delivered but nothing arrived.
Check around the delivery location and with neighbors, then contact the carrier and our team.
Our Products
What makes Palestinian olive oil different?
Terrain and timing. The trees grow on terraced hills with low rainfall, and our fruit is pressed within 6 hours of picking.
Is your olive oil organic and extra virgin?
All our olive oil is cold-pressed extra virgin. Selected lines are certified organic and labelled as such on the product page.
How fresh is the oil, and where is the harvest date?
Harvest and best-before information appears on the product packaging and product page.
How should I store olive oil?
Keep it tightly sealed in a cool, dark place away from heat and direct sunlight.
My oil looks cloudy or solid — is it spoiled?
Olive oil can naturally become cloudy or solid in cool temperatures and will clear at room temperature.
Which size should I buy?
Choose based on how often you cook; smaller bottles are ideal for occasional use and larger tins offer better value.
What's in your za'atar, and does it contain allergens?
Ingredients and allergen information are listed on every product page and package.
Are your products vegan, halal or kosher?
Dietary and certification information is listed individually on each product page.
What's in the gift boxes, and can I build my own?
Each gift-box page lists its contents, and our Build Your Own Box page lets you choose your favorites.
Our Story & Impact
Who is Al'Ard?
Al'Ard means the land. We're a Palestinian producer and exporter working directly with farming families and cooperatives.
Where exactly do your products come from?
From groves and workshops across Palestine — olive oil from the northern hills, Nabulsi soap from Nablus, and pantry goods from small producers.
How do farmers actually benefit from my order?
We work directly with farming families and cooperatives, supporting stable market access for their products.
Given the situation in Palestine, is supply reliable?
Availability can change, but we communicate delays clearly and work closely with our producer network.
How can I support beyond buying?
Share Palestinian producers' stories, recommend our products locally, and follow our impact updates.
Wholesale, Retail & Partnerships
Do you sell wholesale to shops and restaurants?
Yes. We supply grocers, delis and kitchens with case quantities and bulk tins. Contact us for the trade price list and minimum order.
Can I ask you to stock my local shop?
Please do. Send us the shop's name and city and we'll approach them.
Do you have an affiliate programme?
Contact our partnerships team to learn about current opportunities.
Press, collaborations and fundraisers?
Contact us with your proposal, timeline and organization details.
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