We are truly sorry that you’ve encountered this situation. We always aim for every box to arrive in perfect condition, but unfortunately, we can’t always oversee the entire delivery process from start to finish.
If you receive a damaged or expired item, or if an item is missing (even if the box arrives intact), please reach out to our customer support team. Be sure to select either "Missing Item" or "Damaged Item" under the "Shipping Issue" category.
You are required to submit pictures mentioned below in order for our support team to expedite a resolution:
- Photos of all sides of the box including shipping label (required for both missing and damaged item issues)
- Photos of all items received in the box (required for both missing and damaged item issues)
- Close-up photos of any damaged items, showing the affected area (required for damaged item issues)
Once we receive your pictures, our support team will work to resolve the issue as quickly as possible. Compensation can be offered in the form of item replacement, coupon or a partial refund, and all customers are eligible for compensation in these cases.
Please note the following:
- The validity of claims for damaged items will be at the discretion of our support team.
- Damages to the box or product packaging won’t be eligible for compensation if the contents are undamaged.
- Items such as broken cookies, chips, other fragile snacks, and melted chocolate due to weather conditions may not qualify for replacement.
- Minor cosmetic damages, such as small scratches, may not be eligible for compensation.
Any issues must be reported within 7 days of receiving your box, as inventory may change. Once confirmed by our support agent, replacement items will be sent in the next shipment.
We truly appreciate your understanding and cooperation!
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