SHIPPING & REFUNDS
At Underground Confections, we are committed to delivering our freshly baked cookies to your doorstep with care and efficiency. To ensure the best quality and freshness, we ship weekly orders received by Sunday on Wednesdays.
Shipping Schedule:
Orders placed by 11:59 PM (Pacific Standard Time) on Sunday will be processed and shipped by Wednesday.
Shipping Method:
All orders are shipped within the United States using USPS rates. Delivery times may vary depending on the destination but typically range from 2 to 5 business days.
Shipping Costs:
Shipping costs are calculated based on USPS rates and will be displayed at checkout. We strive to provide our customers with the most accurate and economical shipping options.
Order Tracking:
Once your order has been shipped, you will receive a confirmation email with a tracking number. This allows you to monitor the progress of your delivery and estimate its arrival.
Shipping Address:
Please ensure that your shipping address is accurate and complete. Underground Confections is not responsible for orders shipped to incorrect addresses provided by the customer.
Delays and Issues:
While we aim to ship all orders on time, unforeseen circumstances, such as weather conditions or postal service delays, may impact delivery times. In such cases, we will do our best to notify you promptly.
Customer Support:
If you have any questions or concerns about your order or shipping, please get in touch with our customer support team at customercare@undergroundconfections.com. We are here to assist you and ensure your experience is delightful. Thank you for choosing Underground Confections.
We look forward to sweetening your days with our delicious cookies!
REFUND POLICY
At Underground Confections, we take pride in the quality of our cookies and strive to ensure that every customer is satisfied with their purchase. If you are unhappy with your order, please review our refund policy below.
Eligibility for Refunds: You must contact us within 24 hours of receiving your order to be eligible for a refund. Please provide your order number and a detailed description of the issue.
Non-Refundable Items: Due to the perishable nature of our products, we cannot accept returns or exchanges. However, if your order has a problem, we are committed to making it right.
Refund Process: Once your request is received and reviewed, we will notify you of the approval or rejection of your refund. - If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 5-7 business days.
Damaged or Incorrect Orders: If you receive an incorrect order, please contact us immediately with photos. We will arrange for a replacement to be sent to you as quickly as possible at no additional cost.
Late or Missing Refunds: If you haven’t received a refund, please recheck your bank account. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all this and still have not received your refund, please contact us at customercare@undergroundconfections.com.
Contact Information:
If you have any questions or concerns about our refund policy, please contact our customer support team at customercare@undergroundconfections.com. We are here to help and ensure your experience is satisfactory. Thank you for choosing Underground Confections. Your satisfaction is our top priority, and we appreciate your understanding and support.