Frequently Asked Questions & Terms

Everything you need to know about our services

Frequently Asked Questions

Ordering Process

We recommend placing your order at least 48-72 hours in advance for standard orders. For large events, weddings, or custom grazing tables, please allow at least 1-2 weeks notice. During peak seasons (holidays, wedding season), we may require additional lead time.

Changes can be made up to 24 hours before your delivery/pickup time. Please contact us as soon as possible if you need to modify your order. Changes made within 24 hours may incur additional fees or may not be possible depending on preparation schedules.

Same-day orders may be available for select items subject to availability. Please call us directly to inquire. Additional rush fees may apply for same-day requests.

Delivery & Pickup

We currently deliver throughout the San Francisco Bay Area including:

  • San Francisco
  • Oakland and East Bay
  • Peninsula (San Mateo, Palo Alto, etc.)
  • South Bay (San Jose, Santa Clara, etc.)
  • Marin County

Delivery fees vary by distance. Contact us for specific delivery charges to your area.

Standard delivery windows are typically 2-hour windows between 9 AM and 6 PM. For events, we can arrange specific delivery times to ensure your food arrives at the perfect moment. Setup services are available for large events.

Yes! Pickup is available. We'll provide you with pickup location, instructions, and timing when you place your order. Pickup can help reduce your overall costs.

Food Safety & Allergies

We take food allergies very seriously. Please inform us of any allergies when placing your order. While we make every effort to accommodate dietary restrictions, please note that our kitchen processes various allergens including nuts, dairy, gluten, and others. Cross-contamination is possible.

For severe allergies, please discuss your needs with us directly so we can determine the best approach for your safety.

Yes! We offer various dietary accommodation options:

  • Vegetarian: Available for all board types
  • Vegan: Plant-based cheese and meat alternatives available
  • Gluten-free: GF crackers and bread options available
  • Keto/Low-carb: Meat and cheese focused boards

Please specify dietary needs when ordering.

For food safety, we recommend consuming perishable items within 2 hours of delivery/setup at room temperature. In hot weather (above 85°F), this time reduces to 1 hour. Items with dairy should be refrigerated if not consumed within this timeframe.

Pricing & Payment

Pricing is based on several factors:

  • Board size and guest count
  • Premium vs. standard ingredients
  • Customization requirements
  • Delivery distance
  • Setup services (if requested)

We provide detailed quotes for all custom orders.

We accept:

  • Credit and debit cards (Visa, MasterCard, American Express)
  • PayPal
  • Venmo
  • Cash (for pickup orders only)
  • Check (for corporate accounts)

For orders over $200 or event services, we require a 50% deposit to secure your booking. The remaining balance is due 24 hours before delivery/pickup. For smaller orders, full payment is required at the time of ordering.

Events & Large Orders

Absolutely! We specialize in weddings, corporate events, parties, and celebrations of all sizes. Our grazing tables and large-format boards are perfect for events. We can provide setup, serving utensils, and breakdown services.

For events over 50 guests, please schedule a consultation to discuss your specific needs.

Yes! We love creating custom presentations that match your event theme. We can incorporate specific colors through fruits, vegetables, flowers, and styling elements. Share your vision with us and we'll make it happen.

Yes, we provide appropriate serving utensils (cheese knives, spoons, tongs) and cocktail napkins with every order. For large events, we can also provide plates, additional napkins, and other serving essentials for an additional fee.

Terms & Policies

Ordering & Payment Terms

By placing an order with Ace and Olive, you agree to the following terms and conditions:

  • All orders must be placed with at least 48 hours advance notice unless prior arrangements are made
  • Payment is required at the time of ordering for orders under $200
  • Orders over $200 require a 50% deposit with the balance due 24 hours before delivery
  • We accept major credit cards, debit cards, and Zelle for pickup orders
  • Prices are subject to change based on ingredient availability and market conditions

Important: Custom orders and event catering require advance planning. Please contact us early to ensure availability for your special event.

Cancellation & Refund Policy

  • More than 48 hours notice: Full refund available
  • 24-48 hours notice: 50% refund (preparation costs incurred)
  • Less than 24 hours notice: No refund available
  • Event cancellations: Deposit is non-refundable within 7 days of the event
  • Weather-related cancellations will be handled on a case-by-case basis

To cancel an order, please contact us immediately at the phone number or email provided in your order confirmation.

Delivery Policy

Our delivery service operates within the San Francisco Bay Area with the following terms:

  • Delivery fees are calculated based on distance from our San Jose location
  • Standard delivery windows are 2-hour periods between 9 AM and 6 PM
  • Someone must be available to receive the delivery
  • Delivery to business addresses during business hours is preferred
  • Additional fees may apply for weekend or holiday deliveries
  • Setup services are available for events for an additional fee

Food Safety & Liability

The safety of our customers is our top priority:

  • All food is prepared in a licensed commercial kitchen
  • We follow all local health department guidelines and regulations
  • Customers must inform us of any food allergies or dietary restrictions when ordering
  • Cross-contamination may occur in our kitchen - we cannot guarantee allergen-free products
  • Perishable foods should be consumed within 2 hours at room temperature
  • Customers assume responsibility for proper food handling after delivery
  • We are not liable for illness resulting from improper food storage or handling after delivery

Allergen Notice: Our kitchen processes nuts, dairy, gluten, and other common allergens. Please inform us of any severe allergies so we can discuss the best options for your safety.

Quality Guarantee

We stand behind the quality of our products:

  • All ingredients are sourced fresh and prepared with care
  • If you are not satisfied with your order, please contact us within 2 hours of delivery
  • We will work to resolve any quality issues promptly
  • Replacements or refunds will be considered on a case-by-case basis
  • Photos may be requested to assess quality concerns

Intellectual Property

All content, including photos, designs, and recipes, are the property of Ace and Olive:

  • Customers may share photos of their orders on social media
  • We appreciate being tagged in social media posts
  • Our recipes and styling techniques are proprietary
  • Commercial use of our content requires written permission

Privacy Policy

We respect your privacy and protect your personal information:

  • Customer information is used only for order fulfillment and communication
  • We do not share customer information with third parties without consent
  • Email addresses may be used for order updates and occasional marketing (opt-out available)
  • Credit card information is processed securely and not stored

Force Majeure

Ace and Olive is not liable for delays or cancellations due to circumstances beyond our control, including but not limited to:

  • Natural disasters, extreme weather conditions
  • Public health emergencies
  • Government regulations or restrictions
  • Supplier failures or ingredient shortages
  • Transportation disruptions

In such cases, we will work with customers to reschedule or provide appropriate remedies.

Governing Law

These terms and conditions are governed by the laws of the State of California. Any disputes will be resolved in the courts of Alameda County, California.

Updates to Terms

We reserve the right to update these terms and conditions at any time. Changes will be posted on our website and communicated to customers as appropriate. Continued use of our services constitutes acceptance of updated terms.

Last updated: September 2025

Still Have Questions?

We're here to help! Contact us for any questions not covered here.

Email: aceandoliveboards@gmail.com

Hours: Monday - Sunday, 9:00 AM - 5:00 PM