Order Processing
- Orders placed through our WooCommerce store are generally processed within 1-4 business days (Monday through Friday, excluding holidays) unless otherwise specified.
- If we anticipate any delay (for example during high volume seasons or for special-batch cookies or printed apparel), we will notify you by email.
- Processing time is separate from shipping transit time.
Shipping within United States
- We ship all U.S. orders via a major carrier (USPS, UPS or similar) according to your selected shipping method.
- Transit time depends on the carrier and service selected, and may vary by destination (for example, remote regions or U.S. territories may take longer).
- We do not guarantee delivery dates; once the package is in carrier hands the delivery time is outside our control.
- Shipping fees are non-refundable unless the carrier declares the package lost or mis-routed and we are able to refund.
Free Shipping / Flat Rate (if applicable)
- [If you offer free shipping above a certain order amount, specify: e.g., “Free standard shipping on U.S. orders over $75.”]
- For orders below that threshold, we charge a flat / variable shipping fee as displayed at checkout.
Made-to-Order Items (Some apparel, mugs)
- For our printed items (e.g., t-shirts, mugs, other apparel) that are made-to-order or customized, please allow up to 5-7 business days for fulfillment before items ship.
- These items may ship separately from other in-stock items (cookies, etc). We will provide tracking information when each shipment is sent.
Cookies and Perishable Items
- For baked goods (cookies, etc), we pack carefully to maintain freshness and protect during transit.
- Due to the perishable nature of these products, we strongly recommend selecting a faster shipping option if available and ensure the delivery address is attended during delivery.
International Shipping
- At this time, shipping outside the U.S. is available via direct request only. Please contact us at 413-253-3442 or email us at [email protected]
- If available, transit times, customs delays, and additional duties are the customer’s responsibility.
Lost or Undelivered Packages
- If you do not receive tracking updates or delivery within a reasonable time (for example more than 8 business days for U.S. ground shipments), please contact us at [email protected] so we can investigate with the carrier.
- If the carrier confirms the package is lost or mis-routed, we will provide either a refund or replacement at our discretion.
Returns & Exchanges
- Apparel and printed goods: We accept returns or exchanges of non-customized defective or incorrect items within 30 days of delivery. Items must be unused, unwashed, and in original packaging.
- Cookies and baked goods: Due to hygiene and food-safety concerns, we cannot accept returns of cookies or baked goods unless they arrive damaged, incorrect, or in unacceptable condition. If there is a problem with your baked goods order, please contact us immediately at [email protected] with photos so we can evaluate and make it right.
- Custom printed items (if applicable): Because these are made-to-order (for example with your custom name/image) we cannot accept returns or exchanges unless there is a manufacturing defect or we shipped the wrong item.
- To initiate a return or exchange, please email us at [email protected] with your order number and reason. We will provide instructions.
- You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item, defective). Refunds will be issued to the original payment method after we receive and inspect the returned item.
- Allow up to 10 business days after we receive the returned item for the refund to appear.
Refunds
- If your return is approved, we will refund the product cost (excluding shipping charges unless the return is our error) within 10 business days of receipt.
- Some payment processors take additional time to post the refund to your account.
Changes to Policy
- We may update this policy from time to time; we’ll publish the revised date at the top and post changes on our website.
Frequently Asked Questions (FAQ)
Q: How long does it take to receive my order?
A: Once your order is placed, allow 1-4 business days for us to process and ship. Transit time depends on your selected shipping method and destination. For made-to-order items (apparel/mugs) allow up to 5-7 business days for fulfillment before shipping.
Cookies and baked goods are processed with high priority, but shipping time still depends on carrier service and destination.
Q: Can I expedite shipping?
A: Yes. At checkout you will see shipping options (standard, expedited) for U.S. customers. If you need a rush order or specific delivery date, please contact us at [email protected] before placing your order so we can confirm whether we can meet the timeframe.
Q: Do you ship internationally?
A: Yes – we ship internationally on a case-by-case basis. Please contact us at [email protected] for more information.
Note that international shipping may take significantly longer, tracking updates may stop while packages clear customs, and you may be responsible for customs duties and taxes.
Q: My order shows “delivered” but I did not receive it. What should I do?
A: First check with other household members and check around your delivery location. If you still cannot locate it, please contact us at [email protected] within 3 business days of the “delivered” status and we will open an investigation with the carrier. If the carrier confirms the package is lost, we will send a replacement or issue a refund as appropriate.
Q: Can I return an item?
A: Yes for certain items. Non-custom printed apparel and mugs may be returned or exchanged within 30 days of delivery if unused, unwashed, and in original packaging. Baked goods (cookies) are perishable and cannot be returned unless damaged or incorrect—please contact us promptly if there is an issue. Custom printed items cannot be returned for buyer’s remorse but will be replaced or refunded if defective or incorrect.
Q: Do you accept exchanges?
A: Yes, for eligible returnable items (see above) we will exchange sizes or models if stock allows. Please email us at [email protected] to request an exchange, and we will provide instructions.
Q: Who pays for return shipping?
A: Unless the return is due to our error (wrong item, defect), the customer is responsible for return shipping costs. For exchanges, you may need to pay shipping for the replacement unless otherwise agreed.
Q: What if part of my order is delayed?
A: We may ship your order in multiple packages (for example if you ordered baked goods plus printed apparel). We’ll provide tracking information for each shipment when available. If one part is delayed significantly, contact us and we’ll review the situation and see if we can expedite or issue a refund for that portion.
Q: Will I be charged duties or customs fees?
A: For U.S. orders, no. If we ship internationally, you may be responsible for duties, taxes or customs clearance fees depending on your country. These are the recipient’s responsibility.
Q: What should I do if I receive a damaged or defective item?
A: We’re sorry for the inconvenience. Please email [email protected] with your order number, description of the damage or defect, and photos of the item and packaging within 5 business days of receipt. We will review your request and, if approved, arrange a replacement or refund as appropriate.
Q: How do I track my order?
A: When your order ships we will send an email with a tracking number and link. You can click that link to follow your package. If you don’t receive a tracking email within 3 business days of your order being processed, feel free to contact us.
Q: Can I cancel or change my order?
A: If you placed your order and need to cancel or change it (for example shipping address, items, size), please contact us at [email protected] as soon as possible. If the order has already been processed or shipped, we may not be able to cancel or modify it, but we’ll do our best to assist.
Q: What if I ordered a gift and don’t want pricing info included?
A: We’d be happy to accommodate. At checkout, you may add a note in the order comments specifying “gift – no pricing.” If we missed the note and send a packing slip with pricing, please contact us and we’ll correct it or send a revised slip.