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Call customer service at 877-454-5757.

Customer service hours: 9 a.m. – 5 p.m. ET, Monday – Friday

Frequently Asked Questions

What is is your source for personalized Ketchup bottles. Whether as a unique favor, customized gift or just for fun, customized bottles from Heinz help to make an occasion truly special, available in 14-oz. glass Ketchup bottles, 20-oz. EZ squeeze Ketchup bottles, 2.25-oz. Ketchup bottles, 2.0-oz. Dijon mustard bottles, and 2.25/2.0-oz. Ketchup/mustard combo packs.
Questions About Products
Are the products offered gluten-free?
All Heinz Ketchups, with the exception of Heinz Organic Ketchup, are free of gluten-containing ingredients. Heinz Dijon Mustard also is free of gluten-containing ingredients.
Are the products offered Kosher?
Heinz Ketchup and Heinz Dijon Mustard are certified as Kosher (OU) through the Union of Orthodox Jewish Congregations of America located in New York.
Do the products need to be refrigerated?
Because of their natural acidity, both Heinz Ketchup and Heinz Dijon Mustard are shelf-stable. However, product stability after opening can be affected by storage conditions. Therefore, we recommend that these products, as with any processed food, be refrigerated after opening. Refrigeration will maintain the best product quality after opening.
Are the products safe to eat?
Yes, all products ordered are edible and have at least a six-month shelf life.
How many words can you fit on a label?
The number of words that can fit on a label depends on the bottle size that you are ordering. The best practice is to type out your message and see how it fits. You will not be allowed to continue typing once your message exceeds the label space. The preview window will show you how the final printed label will appear.
Do you offer any other bottle options/sizes?
Currently we do not offer any other options for customization. Please provide us with feedback on other products you would like to see, and they may be implemented in the future if we receive similar requests from others.
Are these bottles available in stores?
Customized bottles are available only through
Are nutrition facts included on the product?
Yes, every product contains an ingredients statement, a nutrition facts statement, the net weight of the product, and place of manufacturing.
Do you offer any type of decorative packaging options (i.e., ribbon, boxes, bows, etc.)?
Currently we do not offer gift boxes, ribbon, etc. Please check back, as this is an option that may be added at a later date.
Questions About Orders
Is there a minimum quantity order that has to be placed?
The 2.25-oz. Ketchup bottles, 2.0-oz. Dijon mustard bottles, and 2.25/2.0-oz. Ketchup/mustard combo packs have a minimum quantity requirement of four.
Can you mix messages when ordering a case?
You can mix messages on the 14-oz. and 20-oz. products as long as they are ordered as separate units. For the 2.25-oz. and 2.0-oz. mini bottles you must order all standard units with the same message.
Can we place a different message on the Mini Ketchup & Mini Dijon Mustard in the combo pack?
If you wish to order Mini Ketchup & Mini Dijon Mustard with different messages, they cannot be ordered as a set; instead, order each product separately. By doing this you will be able to put a different message on each.
Can I place a rush order?
Please call Customer Service at 877-454-5757 during business hours (9 a.m. ET–5 p.m. ET, Monday–Friday) if you wish to expedite an order.
I don't like to place orders over the Internet — is there another way to place an order?
Please call Customer Service at 877-454-5757 during business hours (9 a.m. ET–5 p.m. ET, Monday–Friday) and someone can assist you with your order.
Can I place a sample order?
We do not accept sample orders at this time.
What are methods of payment?
Visa, MasterCard, Discover and American Express
Are online transactions secure?
Yes, uses VeriSign SSL Certificates to ensure complete safety when processing credit card transactions.
Do you have to set up an account to place an order?
No. You are not required to set up an account to place an order. You can proceed as a guest when you go to check out.
Will my personal information be distributed outside of this website?
Please refer to our Privacy Policy.
Can I see an image of my label on a bottle prior to submission?
The system will generate a preview of your bottle as you complete the personalization process. Due to variances in number of characters and type size, as well as differences between on-screen and print technology, this is only a representation and may not be an exact match to the final label.
Questions About Shipping & Returns
Do you ship internationally?
We are currently unable to ship to addresses outside of the United States.
Can I change an order?
Once an order has been placed, no changes to the order can be made.
What is your cancellation policy?
If an order is canceled before shipment, there is a 25% order cancellation fee. If the order has already shipped from our facility, the order cannot be canceled and will be charged at 100%.
What is the standard shipping time?
We ship via UPS Ground, 2nd Day Air or 3rd Day Air from Pittsburgh, Pa. Orders ship a maximum of one week from the time your order has been accepted. Shipping time via UPS Ground takes up to five business days, depending on your shipping location. If you opt for 2nd or 3rd Day Air, your order will ship out a maximum of five business days from the time your order has been accepted but will arrive within the 2–3 day window, per your selection. During the checkout process your cart will reflect your estimated arrival date.

Large-quantity shipments and shipments during busy holiday seasons or other peak-processing dates are subject to longer shipping times. Please call customer service at 877-454-5757 between 9 a.m. and 5 p.m. ET, Monday through Friday, for assistance with these types of orders.

Do you ship to PO boxes and FPO addresses? ships all orders via UPS Ground, 2nd Day Air or 3rd Day Air. These methods allow us to email you shipment confirmations including a link allowing you to track your shipment through the UPS website. However, UPS does not provide shipping service to PO boxes or FPO addresses. If you wish to ship to these types of addresses, orders will be sent via the United States Postal Service. No shipment tracking information will be provided.
Will I receive an order and shipment confirmation?
An order confirmation and a shipment confirmation will be sent to the email account you provided when you created your user account. You can manage your account and details like your email address, street address or contact information.
Can I get a refund if I am not happy with the product?
Because each item has been made specifically for you, we cannot accept returns on items unless they are physically damaged or unless they do not match the information you provided on your order.
Will you replace bottles if damaged or broken?
We will replace all damaged merchandise free of charge.
How will I know when my order has shipped?
You will receive an email confirmation.
How are orders shipped and tracked?
All orders are shipped via UPS Ground, 2nd Day Air or 3rd Day Air and can be tracked using the standard UPS online system.
Questions About Other Promotions and Customer Service
Do you run promotional or discount offers?
We will occasionally run promotional offers around holidays and seasonal events.
How can I contact customer service?
You may email or call customer service at 877-454-5757.
What are customer service hours?
9 a.m. ET–5 p.m. ET, Monday–Friday.
How can I contact if my question was not answered here?
You may email or call customer service at 877-454-5757 between 9 a.m. ET and 5 p.m. ET, Monday–Friday.


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