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FAQ

 Our Shipping, Returns and Refunds Policies

 

SHIPPING

 

How do you ship my order?

 

We use FedEx to ship out all packages. Based on where you're shipping your order, you may also have one or more options for speed of shipment.

 

When will my order arrive?

 

You're able to pick your delivery date when checking out in our online store. You'll receive an email with your order confirmation and tracking information. We do everything within our power to get your delicious products to you by your desired delivery date, however once the package leaves our facility it is beyond our control. FedEx is experiencing high demand and delays can be possible. This is why we suggest that you get our Route Shipping Insurance so your package is protected from any unexpected events. 

 

Items can arrive any day of the week except Sunday and Monday. Perishable products can't travel over the weekend. Depending on your location, Tuesday delivery may only be an option via overnight shipping. 

 

Should I ship early around the holidays?

 

Yes! Around major holidays, things can take a little while longer. We strongly suggest you get your order in early and have it shipped early to avoid any disappointments.

 

If ordering for a special event, please consider selecting a preferred arrival date of one to two days before the event to give time for potential delivery delays.

 

What should I do when I get my shipment?

 

We take great care to package our products to minimize damage in shipping. Each perishable item leaves our facility frozen, packed in an insulated box with dry ice, and will arrive to your doorstep in a partially frozen to thawed state. When you receive your shipment, remove the items and either refrigerate or freeze.

 

Do you ship to PO Boxes/APO/FBO?

 

We cannot ship perishable items to PO boxes. These are serviced by the US Postal Service and exact delivery cannot be guaranteed.

 

Can I ship to multiple addresses?

 

Yes, click on the item you want to ship and select ship to someone else for each item that you want to ship. If you want to send more than one of the same items, please add each one separately. Once you're done adding items to your cart, you will be prompted to put in the address information for each person during the checkout process.

 

ORDER CANCELLATIONS

 

If you need to cancel your order, you need to do so before it leaves our bakery. Please contact us at 512.263.9305 or customercare@tootiepieco.com to begin the cancellation process. For cancelled orders, you may choose to receive store credit or have the funds returned to your original form of payment.

 

REFUNDS AND EXCHANGES

 

We guarantee a quality product delivered straight to your door. Due to the perishable nature of our products, it's necessary for us to ship to you within 2-3 days. Our products are always packaged so they will arrive in optimal condition. Each perishable item leaves our facility frozen, packed in an insulated box with dry ice, and will arrive to your doorstep in a partially frozen to thawed state.

 

What should I do if something goes wrong?

 

We do know that sometimes things happen and a claim for a refund or exchange needs to be made. Any item that you deem unsatisfactory due to a shipping-related issue will be replaced or refunded upon your request when you alert us of the problem within 7 business days of having received your order. Purchased Route Protect and need to file a shipping issue? File here 
 
If you didn't choose Route, claims will be handled on a case-by-case basis. Our goal is to process your return or refund request as quickly as possible.

 

What else should I know about shipping?

 
There are some shipping problems that are beyond our control such as weather, natural disasters, and carrier-related issues, and we, unfortunately, can't extend our guarantee to shipments delayed for these reasons. If selecting Route Insurance they will be able to guarantee shipping-related issues that otherwise would not be covered. 
 
If you're sending a gift, check with the recipient to ensure they will be available to receive packages.
 
FedEx will typically deliver to residential addresses without obtaining a signature and will leave the package at the front door or the closest accessible area. If delivering to a commercial address, proof of delivery must be obtained by the delivery driver upon arrival. 
Next day deliveries are not guaranteed. We do everything within our power to get our delicious products to you on your preferred delivery date, however, we cannot guarantee a delivery date. 

 

How do I start a claim?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here

If you didn't choose Route, claims will be handled on a case-by-case basis. Contact us at 512-263-9305 or customercare@tootiepieco.com.