Christmas FAQ

Q: Can I pick my order up early/late?

A: If you need to pick up your order AFTER your timeframe, that's totally fine. No need to call. You will receive a reminder text, simply respond and let us know when you're coming. We will hold your pie until we close at 7pm. All orders not picked dup by 7pm will be donated to the local Fire Department.

If you need to pick up your order BEFORE your timeframe, please call first to ensure your order is ready.

Q: Can I add a pie to my existing order?

A: The best way to add a pie (or pies) to your order is to simply place another order under the same name as the original order. When you arrive for pick up on your selected date, please make sure to bring all of your order numbers with you.

Q: I placed my order and didn't receive a confirmation email. How can I get it now?

A: Confirmation emails are sent automatically after checkout. We recommend checking your Junk Mail folder as they sometimes end up in there. If you can’t find it there, you can email orders@snohomishpieco.com and our Order Department can get you a copy of your invoice.

Q: My order confirmation email doesn't say what location I'm picking up from. How can I find out my pick-up location?

A: Your pick-up location is denoted two places 1) At the top of your order confirmation and 2) Next to the name of the pie you purchased. If your order says SNO you're picking up from our Snohomish location. If your order says MLT, you're picking up from our Mountlake Terrace location.

Q: Can I change/cancel the (type of pie I ordered, pick up date, pick up time etc.) on my order?

A: All Thanksgiving pre-orders are final as stated in the Terms & Conditions agreed to during checkout. For further questions regarding refunds/exchanges, please fill out our contact form below.

Q: Will you have First Come, First Served pies available on Monday, 12/23?

A: Yes! Both locations will have First Come, First Served pies on Monday, 12/23 starting at 9am. Quantities will be LIMITED, and flavors vary by location. We recommend coming early as there will be a line, and we will sell out.

Q: What is the last day to order my pie for Christmas?

A: Christmas pre-orders will end on Thursday, December 19th @ 11:59pm.

Q: Can I purchase a pie early and freeze it for Christmas?

A: We actually do not recommend freezing and reheating our pies. The chemistry of our pies does not hold together well when reheated after frozen and will cause the crust/crumb to become mushy.

Q: How do you sell out of pre-order pies when it's not Christmas yet?

A: Each year we do lots and lots of mathematical calculations to figure out exactly how many pies each shop can bake in a 48-hour period based on the number of ovens we have and how many team members we can hire. That number is also impacted by our ability to source the ingredients needed for each pie flavor. Again this year, we have very specific numbers due to the nationwide shortage of goods, shipping delays, and labor shortages that have impacted many businesses across the nation. Stay tuned for updates about First Come, First Served pies via our Website Homepage as well as our Instagram & Facebook as we will post all 3 places once a decision has been made.

Q: Can I place a pre-order to pick up the weeks before Christmas?

A: At this time we are accepting Advance Pre-Orders or Same Day Orders after 12pm. You're welcome to call the shop you wish to order from and place an order with payment for pick up. That said, we are not accepting any pre-orders orders from December 20th-26th due to the Christmas Holiday. See the pre-order schedule below:

December 16th: Pre-orders available. Same-day orders after 12pm available.
December 17th: Pre-orders available. Same-day orders after 12pm available.
December 18th: Pre-orders available. Same-day orders after 12pm available.
December 19th: Pre-orders available. Same-day orders after 12pm available.
December 20th: Entire Menu First Come, First Served Only
December 21st: Entire Menu First Come, First Served Only
December 22nd: Pie Production Day- Closed for Regular Business
December 23rd: Christmas Pre-order pick up ONLY. First Come, First Serve pies starting at 9am.
December 24th: Closed- Christmas Eve!
December 25th: Closed- Merry Christmas!
December 26th: Closed
December 27th- January 1st: Pre-orders available. Same-day orders after 12pm available.

Q: How can I get my Loyalty Reward Stars for my Christmas Pre-Order?

A: All requests for Loyalty Reward Stars can be submitted via our Online Form. One of our team members will locate your online purchase and add the Stars to your account. Unfortunately at this time, our online order site does not sync directly with our Loyalty Rewards Program.

Q: Can I place my Christmas pre-order over the phone?

A: Due to the large number of pre-orders and order accuracy issues in the past we no longer accept phone pre-orders for Christmas. Orders can be placed via our website or using our order kiosk inside the shop where one of our team members would be happy to assist you with placing your order.

Q: Can I receive the buy 10 pies get 1 free discount online?

A: The buy 10 get 1 free discount is only available in the shop at this time and does not apply to our online holiday pre-orders.

Q: Can I receive the Pie Box discount online?

A: Our 10% Pie Box discount is given for the purpose of picking up your pie in the actual pie box and therefore reducing the waste of a paper pie box. Since our pre-orders are already boxed in the cardboard box, we don't offer the Pie Box discount for online pre-orders.

Q: How do I place a corporate order for my office or workplace?

A: To place a corporate/bulk order, please visit our Bulk/Corporate Ordering Page.

Q: Do you offer pie delivery locally or by mail?

A: At this time we do not offer delivery.

Q: Can I use a gift card purchased in the shop to order my pies online?

A:  Unfortunately, no. Our gift cards are provided through Square, which allows them to be redeemed using the Square register systems we use in our shops daily. Our holiday pre-orders are all taken through our website using a site called BigCommerce. This can be done online from your home, on a mobile device, or by using our kiosk in the shop. Square, unfortunately, does not make its gift cards compatible with the BigCommerce ordering site. It is something that is entirely out of our control. We have provided feedback to them in online forums (along with 100’s of other businesses), and hopefully, one day, they will make them compatible.

Q: Can I pre-order any other items besides the Regular 9" Whole Pies for pick up on 12/23?

A: We are only taking pre-orders for our Regular 9" Whole Pies at this time. Due to the large volume of pies baked for Christmas, we do not have oven capacity to make our other items. All other menu items will be available through December 21st. We will not have Cream Pies the weekend before Christmas.

Q: Can I purchase an unbaked pie?

A: Due to the large volume of orders for Christmas, we're unable to sell our unbaked pies.

Q: Does your Sugar-Free Apple contain artificial sweeteners?

A: Absolutely not! We don't use any artificial sweeteners in our pies. Instead, we sweeten our Sugar-Free Apple with a little bit of Apple Juice.

Q: I'm getting a "something's gone wrong" error message saying my order is missing an email address, when my email has been entered. How can I fix this?

A: Our website team is working hard to resolve this error. If you are logged into your account, we recommend checking out as a guest by logging out of your account. This has solved the problem for most of our customers. If you already have an account, we can link your order to it on the back end once your order is submitted.

Q: I'm trying to checkout and there's nowhere to enter my payment info. Is my order complete?

A: No, your order is not complete until you submit payment, and receive an order number on the confirmation screen. Additionally, you will receive a confirmation email (check your junk folder).

Q: I'm getting an error message when I try to select my pick-up date and time. What can I do?

A: This error message happens when your selected combination has sold out. We recommend choosing a different date and time combination.

Q: What web browser should I use to access your website?

A: Our website is best viewed using Google Chrome or Firefox.

Q: When I try to access the order page it won't load. Why is this happening?

A: There are a couple of things we recommend trying: 1) Check to make sure you have a stable internet connection, 2) Check your Firewall settings. If accessing at work, oftentimes your company Firewall can prevent our site from loading properly, 3) Try accessing the site from another device.

Q: I'm getting a "something's gone wrong" error message regarding my billing address. How can I fix this?

A: We've reached out to our web team and have been told this is a local issue on some computers and web browsers. Here are a few steps you can try to fix it: 
1) Refresh your checkout page and log back in. This will often take care of the error.
2) Try using a different web browser such as Google Chrome or Firefox
3) Try accessing the site from another device.
4) Check out as a guest by logging out of your account. This has solved the problem for a few of our customers. If you already have an account, we can link your order to it on the back end once your order is submitted.