Our Shipping, Returns
and Refunds Policies
SHIPPING
How do you ship my
order?
We use FedEx and UPS to ship out all packages
and you're given a choice of carrier when checking out. 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.
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.
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 you're sending a gift, check with the
recipient to ensure they will be available to receive packages.
FedEx and UPS will typically deliver to
residential addresses without obtaining a signature and will leave the package
at the front door or closest accessible area. If delivering to a commercial
address, a proof of delivery must be obtained by the delivery driver upon
arrival.
How do I start a claim?
Please contact us at 512.263.9305 or customercare@tootiepieco.com
to begin the claims process. Please let us know if you would like an
exchange or a refund for your item(s). For refunded orders, you may choose to
receive store credit or have the funds returned to your original form of
payment.
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