Refund policy

Returns
With apologies, we do not accept returns.  However, we do want to make it right if something goes wrong, so we will either replace your cookies or refund the purchase price of the cookies. 

Replacements / Refunds 

In the event your cookies arrive damaged or we sent the wrong cookies, we will either send you replacement cookies at our expense or refund the purchase price of the cookies. 

To request replacements, you will need to do the following:

Wrong Cookies: 

Within 3 days of receipt of the cookies, you will need to send pictures showing the cookies you received to returns@criticalhitcookies.com.  Include your order number and the types of cookies you ordered and whether you want replacements with the correct cookies or a refund of your purchase price.   We will review and confirm we sent the incorrect cookies.  If you want replacements we will ship them out to you within 3 business day via our standard USPS Priority mail. You will receive all same tracking details as you did for your original order.  If you want a refund, we will process the request within 3 business days.  The cookies we sent by mistake will be still be delicious and we hope you enjoy them.  They are our treat while you wait for what you really ordered or for your refund.  

Damaged Cookies:

First, we do our best to make sure that your cookies are packed in such a away so that they will not break during shipment.  We have tested our packaging as part of our process so we are pretty confident it works.  

However, we cannot guarantee that there will be no breakage whatsoever.  So, hopefully you can forgive us if one or two of them break a bit. They will still taste the same, but just be a bit more bite sized. 

But, in the event that a significant number of the cookies are broken, we want to fix that.  By significant, we're thinking more than 4 out of each dozen, but we'll always try to be reasonable. 

Within 1 day of receipt you will need to send pictures of the damaged and broken cookies and pictures of the condition of the packaging, both the mailing box and the inside packaging to returns@criticalhitcookies.com. Please let us know if you want us to replace the cookies or to refund the purchase price.   We will compare this against the pictures we have taken prior to delivery.  

For replacements, we'll ship an equivalent number to the number broken rounded up to the nearest 1/2 dozen.  For example, if your ordered 2 dozen chocolate chip cookies and 9 arrived broken due to our fault, we will ship you a dozen replacement cookies. 

For refunds, we will refund the purchase price rounded up to the nearest 1/2 dozen.  For example you ordered two dozen chocolate chip cookies and 9 arrived broken, we would refund the price of one dozen cookies. 

If you have any questions about our policy, please write to us returns@criticalhitcookies.com. 

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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 of this and you still have not received your refund yet, please contact us at returns@criticalhitcookies.com.