Refund policy

Because our cookies are consumable food products, we cannot accept returns, refunds, or exchanges once an order has been processed and shipped. All sales are final.

Damages & Order Issues

Please inspect your order upon delivery. If your order arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible at hello@otterbeinscookies.com .

Please include your order number, a description of the issue, and photos of the products and shipping package when applicable. We’ll review the issue and work to make it right as quickly as possible.

Non-Returnable Items

For food safety and quality reasons, all cookies and other consumable products are non-returnable. We also cannot accept returns or issue refunds for sale items or gift cards.

Shipping Delays

We are not responsible for delays caused by shipping carriers, weather conditions, incorrect shipping information, or circumstances outside our control. However, if your package appears to be lost or significantly delayed, please contact us at hello@otterbeinscookies.com so we can help review the shipment.

Approved Refunds or Replacements

If a refund or replacement is approved, we’ll notify you by email. Approved refunds will be issued to your original payment method. Please allow up to 10 business days for your bank or credit card company to process and post the refund.

For any questions regarding your order, contact us at hello@otterbeinscookies.com .