Food-product returns
Because our shortbread is a food product, we do not accept change-of-mind returns or exchanges and do not restock returned food. This does not affect remedies for an incorrect, incomplete, damaged, unsafe, delayed-before-dispatch, or undelivered order.
Cancellations
To request a cancellation, email support@shepherdshortys.com as soon as possible. We will cancel and fully refund an order if fulfillment has not begun. For this policy, fulfillment begins when the order enters bakery processing. Once processing or shipment has begun, cancellation may not be possible.
If we cannot ship within a timeframe stated when you ordered, we will contact you with a revised shipping date and the option to accept the delay or cancel the unshipped order for a full refund.
Problems with an order
Contact us promptly, preferably within seven calendar days after receiving an order, if it:
- arrives damaged, opened, or with compromised packaging;
- contains an incorrect or incomplete order;
- contains a materially defective product; or
- appears spoiled or unsafe to consume.
For a package that does not arrive, contact us after the stated delivery window has passed or tracking indicates a problem. The preferred reporting periods in this section do not limit rights that cannot be waived.
Email your order number, a description of the issue, and photographs when available to support@shepherdshortys.com. Do not consume a product that appears unsafe, and do not return food unless we provide written instructions.
Replacements and refunds
If we confirm an eligible issue, we will, at our option, replace the affected item at no additional charge or refund it. If an entire order is canceled before shipment, cannot be fulfilled, or is not shipped, the refund will include the product price, shipping charge, and tax paid.
Refunds are issued to the original payment method. We initiate approved refunds promptly; after that, the customer's bank or card issuer commonly needs approximately 5–10 business days to post the credit.
Rights under law
Nothing in this policy limits any right or remedy that cannot be waived under applicable law.
Contact
For help with an order, email support@shepherdshortys.com.