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Account Related Questions

Account & Order Questions

I never received my order confirmation email with my invoice
Please contact us immediately via email, facebook or by telephone.
It is possible the email entered isn't correct or it could be in your spam folder
(Please always check your spam folder)
We will need to correct your information, so that you will promptly receive all our emails especially when your order has been shipped, so you can track it.
I haven’t received my order yet, Why?
All orders are subject to what has been ordered.
Some orders ship quicker versus others that may require more time to prepare
As an example, if a client orders a whole sliced prosciutto on a Saturday or Sunday then this order may be delayed for the following week as we wont have enough time to prepare the order for Monday/Tuesdays shipment deadline.
If whole items are purchased they will ship on-time and quickly
If sliced items are purchased, this may delay your order depending on what day you placed your order.
If your has not shipped on Monday or Tuesday, then it will be shipping Monday or Tuesday the following week.
We never exceed a 1 week wait period. If your order hasnt been shipped within 1 week, please contact us at info@johnnyprosciutto.com
Do you provide a tracking number for my order?
Yes we do!
Once shipped, you'll receive your tracking number/link within your shipped confirmation email.
Is it possible to add additional items to my order that has been already placed?
Yes!
We can but we will need to create a manual invoice and retake your credit card information as we do not store any credit card information on our website.
We will need to contact you and retake your information and then add your new order number to your existing order number.
I forgot to select Free shipping, What do I do?
Please contact us at info@johnnyprosciutto.com with your order number and we will refund the shipping cost if your order qualifies for free shipping
I received my tracking information but it’s not working
The tracking number provided will only become active once FedEx scan’s your package. If no information has been updated within over 48 hrs, please contact us
I received my order but I’m missing items. What do I do?
In the event your missing items please contact us at info@johnnyprosciutto.com with your order number and we will either resend the missing product or refund the cost of the missing product.
We always work with our clients in resolving all matters.
I received a bad product, What do I do?
In the event you should receive a bad product, please contact us at info@johnnyprosciutto.com with your order number and we will either resend the product or refund the cost of the bad product.
We always work with our clients in resolving all matters.
I received my shipped confirmation email on Saturday/Sunday, When was the Frozen Gel Pack Added?
We prepare all online orders for shipment on Saturday and Sunday with the FedEx tracking labels but We only add the Frozen Gel pack the day it is being shipped (Monday or Tuesday)
 
Why am I not seeing Free Shipping when I’m spending over $99
The Following Products are NOT Eligible for Free Shipping: Specialty Cheese, Olives, Taralli & Condiments
( These products are not counted towards the $99 subtotal to activate Free Shipping)
Also, Free shipping is only available for the following provinces: Quebec & Ontario
 
What happens if my package is stolen?
Unfortunately, we do not cover packages that are stolen.
Please track your order with your tracking information from your shipped confirmation email.
We are not responsible if your package is stolen nor do we refund/resend stolen packages.
(This is a sensitive situation that we cannot control)

Shipping Related Questions

Shipping Questions

Do we ship to The United States?
Unfortunately, Due to high custom fees, We are unable to ship across the boarder at this time.
How do I track my order?
Please visit https://johnnyprosciutto.com/my-account/orders/ and click the tracking number associated to your order number
Please check your shipped confirmation email for your FedEx tracking number & Link.
(Please check your spam folder if not found in your inbox)
Is it possible for my package to arrive sooner?
Yes!
If you select FedEx 2 day or FedEx 1 day delivery during the checkout process!
 
How do we ship your order?
All shipments will be sent using a Styrofoam Box filled with Ice Gel Packs
(A corrugated box may be used - Only during the winter when weather is below 8c)
Please visit https://youtu.be/KUgirFyLhhs and view how we prepare to ship your order
Do we offer Local Pickup?
Yes! Local pick up is available. Please call prior & verify if your order has been completed.
Which Provinces Qualify for Free Shipping?
The Following Provinces Qualify for Free Shipping:
  • Quebec 
  • Ontario
Which Provinces do you deliver?
We currently offer delivery to the following province’s:
  • Ontario
  • Quebec
  • Nova Scotia
  • New Brunswick
  • Manitoba
  • British Columbia
  • Prince Edward Island
  • Saskatchewan
  • Alberta
  • Newfoundland and Labrador
I Live in Ontario, How long does it take to arrive once shipped?
All shipments will arrive within 1-4 Business Days. (Subject to your Area)
Estimated Delivery Times:
  • Ottawa: 1 Business Day
  • Gatineau: 1-2 Business Days
  • Toronto: 1 Business Day
  • Mississauga: 2 Business Days
  • Niagara Falls: 2 Business Days
  • Kingston: 2 Business Days
  • Oshawa: 2 Business Days
  • Markham: 2 Business Days
  • Woodbridge: 1-2 Business Days
  • Windsor: 1-2 Business Days
  • Hamilton: 2 Business Days
  • Kitchener: 2 Business Days
  • Sudbury: 2 Business Days
  • Thunder Bay - North Bay - Sault Ste Marie: 3 Business days
  • Brampton: 2 Business Days
  • Guelph: 2 Business Days
  • Barrie: 2 Business Days
  • Peterborough: 2 Business Days
  • Sarnia: 2 Business Days
  • Cornwall: 2 Business Days
If your area is not listed, it simply means we have not delivered a package to your area and will revert to 1-4 business days estimate.
I live in Montreal, When am I receiving my Order?
All Local Orders are Delivered on Friday & Saturdays
(We normally call in advance to let you know when your order is arriving - We now personally deliver all Local orders)
Due to Theft/Fraud, We no longer leave/drop off your order if your unable to receive the package.
Please be available to receive your order once it has been scheduled for delivery
What happens if I place an order on Sunday or Monday?
Any order placed on a Sunday or Monday has the chance of being delayed for the following week.
(We start preparing all online orders on Saturday & Sunday for Monday shipment)
Any order received after Monday 3pm eastern time will be shipped the following week.
(Only applies to Ontario & Outside the Island of Montreal)
What happens if my order has been marked Unable to Delivery/Broken Package/Lost by FedEx
If your order has been damaged or lost during FedEx's shipment, we will start an investigation with FedEx and resend your order.
Please contact us if your tracking information has been given this update/status so we can take proper action and resend your order.
When do we ship/deliver your order?
Ontario Delivery Schedule:
  • Please be aware that we ship all Orders Outside of Quebec on Mondays & Tuesdays.
Quebec Deliver Schedule:
  • All Local Orders are Delivered on Friday & Saturdays. (We now personally deliver all Local orders)

Pre-Sale Questions

Pre-sales Questions

Do we ship to The United States?
Unfortunately, Due to high custom fees, We are unable to ship across the boarder at this time.
What forms of payment do you accept Online?
We currently accept all Major credit cards & Paypal
Where are we located?
We are located at 2641 Avenue Charland, Montréal, QC H1Z 1C7

General Questions

General Questions

What Covid Measures are we taking?
All our employees wear a mask & we disinfect our hands after every client to help stop the spread of the virus.
When we deliver your order, we will always leave your order in front of your door, while we wait at the curb for you to pick up your order.
What forms of payment do you accept Online?
We currently accept all Major credit cards & Paypal
What are your Retail Store Hours?
Our Retail Store Hours are the following:
  • Monday : 8am -4pm
  • Tuesday: 8am -4pm
  • Wednesday: 8am -4pm
  • Thursday: 8am -4pm
  • Friday: 8am -4pm
  • Saturday: 8am - 5pm
  • Sunday: CLOSED
Does Our Retail Store Accept Credit Cards?
Unfortunately, Our retail store only accepts cash for the moment.
How long has Johnny Prosciutto been in Business?
We've been creating Our Delicious Made Like Nonno products since 1985!
Do we store your credit card information?
No, we do not store any credit card information on our website. This is for safety reasons.
How long does it take for us to reply to an email or voicemail?
Please allow us 24-48hours to reply to your email or voicemail.
How do we ship Our Cacciatore, Sopressata and other items?
All our products arrive within a non-reusable vacuum sealed pouch.
Do you we ship our sliced products?
All our products sliced arrive within a non-reusable vacuum sealed pouch.
What is the expiration date on your Fresh Sausages?
All our fresh sausages will last up to 2 weeks from the date you receive it, if the vacuum seal is maintained
What is the expiration date on your Cooked Products
All our cooked products will last up to 2 weeks from the date you receive it, if the vacuum seal is maintained
What is the expiration date on your Dry Cured Products
All our dry cured products will last up to 6months from the date you receive it, if the vacuum seal is maintained
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