For all online orders, our reship/refund policy is based on the
principle that we want our customer to love our product and keep coming
back for more. Our policy is we do not refund money, but will do
everything possible to make your experience excellent with us. We take
each "cookie case" VERY seriously and if a customer is dissatisfied with
our product we will review each situation on a case by case basis and
use our core principles to determine next steps. Our guiding principle
is we want our customers to be HAPPY and LOYAL!
If you place your order through our 1800 number a no reship/no refund
policy is in place due to the higher rate of error of someone taking an
order over the phone. We offer this service as a convenience to
customers that do not have access to a computer and there is a $5.00
charge.
Our Reship/Refund Policy is based on core principles, and each case is reviewed using these principles. We believe our customers are honest, but we know that there are those that abuse online businesses, especially food gifts, so we feel it necessary now to outline to our customers our principles and policies:
- Each customer must provide an email, in writing, stating the request for reship or refund.
- If possible, email a picture of the cookie order should be submitted.
- Based on the data we will review our principles and data from our Shipping Policy, The Packaging, The Order Submitted, The Order Processed, The Employee Handling Procedure.
- **No reships or refunds will be provided on phone orders, weather related issues, delayed discovery of package, or simply not liking the taste of a cookie (which never happens). Our policies are consistent and above our industry standards.
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