Customer Service

To contact our Customer Service Department:

E-Mail: service@libertyorchards.com
Phone: 1-800-888-5696 (from within the U.S. and Canada) or 1-509-782-1000.

Here are some commonly asked questions:

Is libertyorchards.com a secure website?
Yes! Most browsers will display a little lock symbol designating that communication with our website is encoded and secure. At the bottom of each page you'll also find our Comodo Authentic Site secured by SSL badge, which you can click on to see our security features and Comodo warranty.
Where can I buy your products in retail stores?
In the Pacific Northwest, you can find our product year-round at most retailers that stock confectionary products. In the rest of the country, our products tend to be available only during the fall for the holiday season. Most major national retail chains (mass merchandisers, drug stores) carry our primary brand (Aplets & Cotlets, Fruit Delights) in one or more sizes. For a list of retailers that carry our products, call us at 1-800-888-5696 or email us at service@libertyorchards.com.
How do I place an order on your website?
After you've filled your Shopping Cart with the items you want to order, click the green Checkout button. Then just fill in the information blocks and follow the prompts throughout the order process.
How do I tell you which item to send to which recipient?
On the Product Page under the item name, there are two boxes where you can either Select a Recipient by clicking the blue drop down arrow, or you can Add a Recipient by typing in their name. Then when you get to the Shipping page you'll be asked to enter their full name and address.
How much do you charge for shipping & handling?
At the bottom of your screen click on the Shipping Info link and this will take you to the Shipping Information page where you'll find shipping rates and related information. You'll also see shipping & handling charges on the Order Total page, after you enter addresses for your recipients.
How do I get the offers shown in your catalog by placing my order on your website?
On the My Shopping Cart page, we ask you to enter your Catalog Code so that we can make sure you get the catalog offers that you qualify for.
How do I use coupons you sent to me in the mail?
On the My Shopping Cart page, just enter the catalog code from the catalog that came with your coupons, and we'll make sure you get the offers you qualify for. You can also enter the code on the coupon, and again, we'll make sure you get the offers you qualify for.
How do I request a catalog?
Look on the left hand side of your screen for "Free Catalog" and click on the green "Go" button. If you are outside the US and Canada (or need a catalog right away) you can download our current catalog as a PDF. If you live within the US and Canada and would like a paper catalog sent to you, just fill out the required information and click on the green "Request" button.
What is Locoum?
Our original product, Aplets, was based on a recipe for Locoum, the famous confection of the eastern Mediterranean. Locoum is most associated with Turkey, where it is often called Rahat Locoum. When the British were active in Turkey many years ago, they developed a taste for Locoum, but changed the name to "Turkish Delight" to make it more marketable back in England. Locoum is popular throughout the eastern Mediterranean, and goes by many similar names... Loukoumi, Lokum, Halcoum, and so on. Liberty Orchards products are similar to traditional locoums, but they've evolved along a different path to appeal to the American market. Traditional locoums are often made with exotic flavorings like oil of rose, orange blossom oil, and bergamot and nuts from that part of the world, especially walnuts and pistachios. Our products are made with the fruits and nuts that are grown in the Americas, including berries, tropical fruits, pecans and macadamias, along with the traditional nuts like walnuts.
Are Liberty Orchards products kosher?
Our primary products, such as Aplets & Cotlets, Fruit Delights, and Orchard Bars are certified kosher by KOF-K. All kosher products are identified as such on their individual product page.
Do you make all your candies in Cashmere Washington?
Yes, we make all of our candies right here in the original building that our founders started making Aplets back in 1918. We then began selling our candies commercially in 1920, which we celebrate as our "anniversary date!"
What's a Cotlet?
A few years after our founders created "Aplets", they went to work on an apricot and walnut companion product which they named Cotlets. In our part of the country, the nickname for Apricots is "Cots". Our founders thought the brand "Cotlet" was catchier than "Apricotlet". We think they were right, but it has created some confusion over the years. Occasionally, we hear people call them "Cutlets" or "Cobblets". That's OK. Whatever you call them, they're still delicious.
Are your candies gluten free?
Yes, our primary products are gluten-free, and always have been... including Aplets & Cotlets, Fruit Delights, Sparklers, Nut-Free Smoothees, Sugar-Free Delights, and Orchard Bars.
Is there high fructose corn syrup in the product?
None of the products produced at our facility are made with high fructose corn syrup.
Do you still have orchards?
No, we sold the orchards about 80 years ago. In the beginning, we made Aplets with our own apples by squeezing the juice out of the apples. But there was too much variation in the juice we made, which resulted in an inconsistent finished product. Sometimes, the candy wouldn't even set. We found we could make a much better product by using apple concentrate that was made by fruit juice processors who were expert at making a consistent product.
Is it still a family-owned business?
Yes, the descendants of Mark Balaban and Armen Tertsagian still own the company. The company was managed for many years by a second generation of family, John Chakirian and Richard Odabashian. The third generation of the family is represented by Greg Taylor, the grandson of Armen Tertsagian and now company President.
Do you give factory tours?
Yes, a good one! Every year, over 60,000 visitors tour our factory and enjoy lots of free samples. Our region of Washington State is a tourists delight, with must-see destinations like Leavenworth (The Bavarian Village), the Cascade Loop drive, Lake Chelan, Grand Coulee Dam, great hiking and fishing, the best river-rafting... the list goes on and on. We'd love to see you here in Cashmere. You can find more information about visiting our factory here.
Can I order from your company year-round, or just during the holidays?
Liberty Orchards candies are available for purchase year-round by phone, mail, or through our website. And, many of our baked goods and Homestyle candies are also available year-round. Of course, our holiday-themed products are only available during their respective holiday.
How far away do you ship the candy (how many countries)?
We ship our candies all over the world, with Canada, Japan, and England leading the way in most orders shipped outside the United States. If you have further questions regarding shipping to a foreign country, call our customer service department at 1-800-888-5696 (if you're outside the U.S. or Canada, dial 1-509-782-1000.) or email us at service@libertyorchards.com. Please note that the US Postal Service discontinued Surface Mail in 2007, so we ship via USPS Air Mail. Unfortunately, this can get quite expensive!
Why is shipping and handling so high?
Our shipping and handling charges are priced to cover the cost of using small package carriers (like UPS, FedEx, USPS) and the extra handling and materials that go into preparing small shipments for safe home delivery. Unfortunately, the shipping companies raise their prices to us every year, and our own labor and material costs rise as well. These costs must be paid for, and there are two ways to do it.... add the cost of the shipping and handling to the cost of the product, or charge separately for the shipping and handling. Most mail order and online merchants have decided to add those costs to the product cost, and then tell their customers they are offering "Free Shipping".... but that's misleading. Those charges aren't really "Free"... they're just built into the product price instead. Liberty Orchards has chosen to keep product prices and shipping and handling charges separate for a couple reasons. We think it's more transparent for our customers to see how much the product costs and how much the shipping and handling adds to the shipment. And, it's a fairer way to charge for shipping and handling because the charges are based on the value of each shipment instead of the value of the entire order. When the shipping charges are part of the product price, then the customer who ships to a single address will overpay for the charges, and the customer who ships to multiple addresses will underpay. We don't think that's fair.