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Shipping and returns policy
Shipping and returns
I make, package and ship every order myself, and I take care to inspect each order before mailing to make sure that it's exactly what was ordered. If you have a problem with your order and need help, you can contact me using the contact form here: https://acaketoremember.com/contact-1
Shipping Policy
- All orders are shipped in 1-3 business days of when the order was received.
- All free shipping is first class or parcel select. For faster shipping speed, you should upgrade to priority at checkout!
- Shipping speed is determined by the postage that you choose at checkout, and is determined by the US postal service.
- Estimated delivery times are estimates and are not guaranteed unless you upgrade to 1-2 day priority express shipping at checkout.
- Delivery times start when the package is handed off to the post office, not when the order is placed.
- All postal delays are out of my control and can't be predicted. Please place your order in advance of your party date if you need things on a specific date.
- I don't guarantee any delivery times personally! That's out of my control.
Returns Policy
- Wafer paper is edible and open packages will not be accepted for returns for hygiene reasons. Unopened packages can be returned if you contact me to arrange for it within 7 days of receipt.
- I only accept returns on silicone molds if they are defective in some way. Damage caused to the molds by mishandling by the customer is not considered a defect.
- I do not accept returns on soap mats. Please choose the size carefully before ordering, and make sure you're selecting the correct size to fit your soap mold box.
- Any returns must be approved by me before you send them back, please contact me within 48 hours of package delivery if you have a problem with your order.
- All returns must be sent back within 5 business days of me agreeing to the return.
- The customer is responsible for the cost of return shipping unless the problem is a physical defect that wasn't detected when I sent the order.
- Damage caused by the customer will not be considered as a reason for a product return.
- If an item shipped with free shipping, the actual post office cost of the original shipping may be held back from any refunds issued.
- Please feel free to contact me BEFORE PURCHASING if you have any questions about returns!
- I don't accept any returns on custom or personalized items.
FAQ:
Are Shipping Times Guaranteed?
No, those are out of my control. Please take post office shipping time estimates into account. The USPS doesn't guarantee delivery dates, and while I ship everything as quickly as I can I have no control over the date that a package will arrive. Once a package is marked as delivered by the post office I have very little control over the information I can get from them. If you have a problem with a delivery please check with your local post office since they'll have the most updated information.
Do You Ship Internationally?
Because of constant changes in VAT, customs fees and other regulations that are more frequently being imposed in different countries, I'm not currently shipping internationally, other than to Canadian addresses. I don't make exceptions to this policy, sorry.
Can I Return Wafer Paper?
Wafer paper is considered to be an edible cake decoration, so I can't accept returns on those items.
Can I Return Silicone Molds?
If you want to return silicone molds due to a problem that you have with the mold, you need to let me know within 48 hours of receiving it, and you'll need to pay for the return postage. If the molds are returned in original condition I can refund your payment minus the cost of postage. If the molds are returned with damage from misuse on your end (cuts, tearing, melted areas) no refunds will be issued. All returns must be put back in the mail within 5 business days of me approving the return.
Can I Get A Return Shipping Label?
The customer is responsible for return postage on all returns. I don't provide return shipping labels unless the item was defective to begin with. Please read the description of the item before purchasing to verify sizes and quantities.
How Much Will I Be Refunded?
For items that shipped free, any returns or exchanges will have the actual post office cost of shipping deducted from the refunded amount except in the case of items that were received damaged. To verify damage I need to get photos of the item and the packaging so that I can potentially file a claim with the post office.
I Didn't Get My Package, Can I Get A Refund?
If you didn't get the package but the post office marked it as delivered, you need to contact the post office to see where the delivery was left. They have GPS on their scanners and are able to see exactly what address the package was delivered to. If they made a mistake they will have to help you get the package back. If the package was delivered to your address, they won't be able to help you.
In cases where a package was delivered to your address but you can't find it, I am unable to refund. You should file a stolen mail report with the post office and your local police so that they can track cases and see if there are patterns of mail theft. Please contact me if this is your situation so that I know what's going on!
If the package wasn't delivered and the tracking doesn't show that it was received, please contact me and I'll arrange a solution.
Please take post office shipping time estimates into account. The USPS doesn't guarantee delivery dates, and while I ship everything as quickly as I can I have no control over the date that a package will arrive. Once a package is marked as delivered by the post office I have very little control over the information I can get from them. If you have a problem with a delivery please check with your local post office since they'll have the most updated information.
Feel free to email me beforehand if you have specific questions or need a closer photo of an item. Everything that I have listed is described as best as I can. I'll be glad to answer any questions that you have before you buy. Email to kara@acaketoremember.com