Returns & Shipping Policy
First Things First!
We want you to know we're a truly small company (3 moms, Patrick, and a handful of highly motivated, very special part-time warehouse staff - running the whole operation!). We'll do our best to take care of you in a friendly, personal manner. We hope you'll do the same :-)
Below you will find a bunch of (hopefully) helpful information - please take time to read it! We update regularly.
GENERAL WINTER HOURS:
M, Tu, Th from 10a-4pm. Closed W, Fr, weekends, and holidays. Also closed due to inclement weather (if the trucks aren't running, neither are we).
- IN STOCK ORDERS: Your order will ship the next open business day after it is placed. Orders are picked up 1 business day after they are processed.
- ORDERS CONTAINING PREORDERS: If you opted for split shipment, your in stock item will go out as usual, and your preorder item(s) will be shipped when the last item arrives in stock. If you opted for a single shipment, your entire order will be held until your preorder item arrives.
Orders are picked up 1 business day after they are processed. Total delivery time may be between 5 days and 15 days depending on what day/time you ordered and what shipment method was chosen. We can neither offer expedited shipping options, nor guarantee delivery times, sorry!
CAN I MAKE CHANGES TO MY ORDER?
- Sure thing! Contact within 24 hours of your order. Once the office reopens, and we locate your order, we will do our best to take care of you.
- So sorry: the only way for us to do this is to cancel your order and have you place a new one!
ADDRESS CHANGES/ITEM CANCELLATIONS
- PRIOR TO PROCESSING: You may add to, cancel, or otherwise correct addresses or remove items from your order etc. at no cost to you.
- AFTER PROCESSING, BEFORE SHIPPING: Alterations may be made. Dock Retrieval Fee of $5 per label applies. (this may be assessed via invoice or taken from total refund).
- ONCE PICKED UP BY OUR SHIPPERS: Orders cannot be altered or cancelled once they have been picked up, sorry.
You sent the wrong item or forgot something! What do I do? Let us know right away! As long as you send us notification and a photo of the items you received (we may also ask for a snap of the shipping box) within a week (7 days) of delivery, our staff will quickly issue a replacement right away, and you will be free to keep your extra item as a freebie!
I decided not to use everything I bought, changed my mind. Can I return it? So sorry, we do not accept returns on food items.
Can I get a refund if I don't like the product? There are several reasons someone may not like a product. If you have never tried our product before you can opt for our 1st Time Satisfaction guarantee (see below for details). If your product is defective, we will work to make things right.
1st Time Satisfaction: Limitations apply.
- 1st order of any retail (2.5lb or under) sized flavor
- 5lb, bulk, multiple units, repeat orders are excluded
- shipping is not refundable
Defective Product: Of course! Contact us within 30 days of your order, and we'll be happy to take care of you! We may need to run internal tests to confirm the product lot is defective, research if there are other claims, or other measures before we can offer you options. Please be patient with us while we sort issues with you. You will need to include: BEST BY date and the LOT number/letter combo *located next to the best by date* as well as a clear description of what you are experiencing. We will verify/research/troubleshoot to verify this issue or determine if it is user error. We will do our best to take care of you and steer you in the right direction.
*If we determine there is a broad issue with a batch for any reason, we may proactively contact you to let you know and outline options.
Damages are currently much higher than usual. If you have opted to waive your right to a damage claim, or if your item was from our final clearance selection, you may not place a claim, no matter how severe. If you have opted for insured shipping, please note that our internal insurance does not cover cosmetic damage. In all cases, guarantee is time-limited - if you do not place your claim within the 5 (FIVE) day window, your claim will be refused. We limit the right to determine what is offered and number of claims made by any particular customer.
SPECIAL NOTES ON ALL REFUNDS
We reserve the right to offer refunds, replacements or gift codes at our discretion.
If you are offered a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment ONLY.
If you haven’t received a refund yet,:
- First, check your bank account. Your refund may take 14 days to process.
- After 14 days, contact your credit card company or bank: it may take additional time for them to credit you.
- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
SPECIAL NOTES ABOUT GIFTS/GIFT CARDS
We can only refund gift cards to the person who purchased the card. If you have purchased a gift card, we can refund the remaining (unused) value to your ORIGINAL payment method. Gift cards that were issued without payment automatically be closed within 5 (FIVE) years of date of purchase.
If you have purchased items with a gift card that we issued to you, we cannot offer refunds or exchanges, sorry. Gift Cards that were purchased do not have an expiration date. Gift cards are set to expire on/before a published timeframe, where explicitly stated to do so in advance. We do not offer any form of refund or replacement on unused, partially used or expired gift cards at automatically close.
SPECIAL NOTES ABOUT CLAIM LIMITATIONS
You cannot make a claim on items that were issued as replacements for other items (previous claims). All claims are logged in our system, as well as all communications between the claimant and our company. We reserve the right to refuse multiple claims from the same person for any reason. We reserve the right to cancel/refuse to sell to any person who makes excessive claims.
SPECIAL NOTES ON CHARGES FOR PRESALE ITEMS
We often offer items for presale (reserve) when they are known to be sold out or are not yet on the market. If you order any PRESALE item, your card WILL be charged at time of order, and depending on your checkout option (split ship or single ship) your ENTIRE order may be held until the PRESALE item is back in stock. By checking out, you agree to any charges and holds that apply.
Shipping has increased exponentially in the last few years, while we offer several flat rate shipping fees (and aim to keep them below actual cost of shipping in most cases), our rates may increase without notice, dependent on our actual shipping. We will do our best to offer one carrier calculated rate for comparison during checkout. You are encouraged to choose the option that works best for you. Shipping fees are NEVER refundable.
DELIVERY TIME ESTIMATES
Delivery times are ALWAYS an estimate. We NEVER guarantee delivery times with any of the services we offer, even when you choose specified shipping carrier options. APOs and Hawaii and Alaska tend to have very long delivery times. However for most orders, the delivery should generally arrive 5 to 14 total days after it is placed. During PREORDER or backorder status, or during closures (weather or holidays), we will do our best to communicate with you as the situation evolves.
Lost items (marked as delivered) We utilize tracking software to ensure your package delivers. Once an item is marked as delivered in our system, the purchase is closed for delivery. We DO NOT cover claims or reship items lost due to porch pirates, sorry, so please choose a safe delivery location! Where possible we will be happy to help you try and locate your item.
Lost Items (in transit) In the event that your item fails to arrive within 14 (FOURTEEN) days, notify us immediately, including your tracking number. We will contact the carrier, and try to resolve the issue for you by locating the item.
RETURN TO SENDER/NONDELIVERY
If your package is returned to us as nondeliverable we will neither refund your purchase, nor send it again. We will not contact you regarding your return, and your purchase will be treated as an abandoned order. If you would like it shipped again, you will need to contact us within 1 week of delivery back to our location and pay for all additional fees incurred as a result of return/reshipment.
Reasons items are returned to us include but are not limited to...
- Non deliverable address: this is considered your mistake, if it is the address you provided and will not be covered. If this is due to our auto-correct software, we will cover the reshipment.
- Nobody home/lack of pickup: Carriers often offer up to 3 chances to deliver a product before returning it to us, usually at a central hub. If you fail to pickup the product and they return it, we are charged with a return fee. If you still want us to reship your returned package, you may choose to request an invoice for the return fee and the redelivery actual shipping cost, and once it is paid, we will be happy to reship your item.
CREDIT CARD AUTHORIZATION
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
Payment Processing & Security: We work closely with our trusted partner PayRoc through their parnter Authorize, to protect your personal and payment details by taking steps designed to keep them secure and are currently certified PCI compliant. When you use your credit card, it is deposited to Authorize, via your card of choice. All refunds, emails, etc may name Authorize or Payroc as the payment partner.
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Indemnity and warranty:
In purchasing any product on this website, the Customer agrees that they have read these policies and agrees to indemnify and hold Better Batter Gluten Free Flour, LLC harmless from all liabilities, claims, actions, demands, writs, summons, (including but not limited to all legal fees) arising directly or indirectly out of any breach or alleged breach or non-performance or non-observance by the Customer of any of the terms of a relevant contract, including but not limited to these Conditions.
Published Address: Better Batter Gluten Free Flour 1885 E Pleasant Valley Blvd. Altoona, PA 16602