Order Claims and Credit Information

Rolling Pin Productions takes great care to prepare and package our orders. The following is a listing of our policies to review in case there might be an error with your Order.

Please note that purchases from Rolling Pin Productions are non-refundable and non-returnable.

Also note that if any of your decorated cookies arrive completely broken or there is an error, the damage or error must be reported to Rolling Pin Productions within 24 hours of receipt of your order to be considered for a Claims review.

Breakage
Rolling Pin Productions wraps each order with great care and tons of bubble wrap! As our cookies are made to order and very carefully packaged for shipping, we regret that we are not able to refund for broken cookies.

We ship each carton out with a declared value or insurance for the value of the cookies. If any of your cookies should arrive broken, we will assist with filing a breakage claim with the shipper. Please be sure to retain the original packaging and broken pieces, as the shipper may require an inspection before they will issue a refund for breakage.

If the shipper denies the claim, we will provide a company credit for the amount of the broken pieces. We will need to receive a photograph of the damage and a copy of the shipper's claim denial via e-mail prior to consideration.

Please e-mail the photograph/s of the breakage and shipper statement to us at:

order@rollingpinproductions.com

Please do not send the broken cookies back to us. This will not facilitate a refund or credit.

Rolling Pin Productions is not responsible for chips or defects in the appearance of our decorated cookies that may happen during transport, or for minor breakage.

Customer Proof of Order, Order Errors
Our Customers have the final say on Order Approval, and this is done at the time of payment by reviewing your Order Form.

Upon your receipt of your Order Form, you are required inspect your Form to be sure that the details are correct. Your payment is receipt that you have approved your Order, and Rolling Pin Productions is not responsible for errors or changes on your Order Form that were not made at the time of payment.

Please be sure to read over your Order Form before making payment!

Cancellations/Event Change
Cancellations made prior to 7 days before your Ship Date are entitled to a 95% refund. A 5% Order Processing fee is assessed on all orders. Orders canceled within 7 days of ship date are entitled to a 50% refund. In some instances, company credit for the Order can be issued, please ask us for details.

Quantity changes made after work on your order has begun may not be possible and if a decrease in quantity is requested, the customer is entitled to a company credit for the difference only if applicable.

If the order is C.O.D., customer will be responsible for any outstanding payments, including for work begun at customer's request or Order Approval be it verbal or written and then canceled or adjusted for quantity.

Please do not return or refuse delivery of your order - this does not act as a cancellation and we will not issue a refund.

Gift Orders/Breakage
If your Gift should arrive with broken cookies, Rolling Pin Productions will replace the broken cookies if there is time, or issue a credit for the value of the broken cookies.

Please note that a replacement gift order will take up to 10 business days to ship [2 weeks]. You will not be charged for shipping on the replacement order. A photograph of the breakage will be required - please see the 'Breakage' section above.

Shipping/Late Delivery
Rolling Pin Productions is not responsible for shipping delays caused by shipping services, incorrect address information, weather or disaster conditions, or for charges incurred for redelivery attempts and/or incorrect address information.

We will assist you in filing a Claim with the shipper if your order arrives late due to their error, however we cannot offer refunds or credit if the order arrives after your Due Date and the shipper is at fault.

Rolling Pin Productions will, however, issue a full refund for Shipping charges for an error in delivery if the shipping company is passing the credit onto us for the error. The error cannot be caused by incorrect address information, weather or disaster conditions.

Handling charges are non-refundable.

Errors in Colors, Flavors or Spelling
As all of Rolling Pin Productions orders are Customized, we pay very close attention to the details our customers request. However, if your Order should arrive with an error in color, flavor, spelling, flower type, etc. we ask that you first review your Order Form to make sure that this was not listed on the Form. We ask that our Customers review their Order Forms prior to making payment, as Rolling Pin Productions is not responsible for errors on our Forms that were not picked up at the time of payment.

If the error is made by Rolling Pin Productions and the Order Form is correct, we will replace or offer a company credit for the pieces that are in error. We will require a photograph to show the error.

If the error was due to the Order Form being paid and the error not picked up at the time of payment by the Customer, Rolling Pin Productions is not able to refund or credit the order. In certain circumstances, we may provide a discount towards a future order with us.

Usage of Credits
Please note that all credit offers issued by Rolling Pin Productions for replacement or new cookie orders must be used within 6 months from date of issue. In addition, we reserve the right to postpone preparing a credit order if our schedule is previously filled. This is especially important to note if you are looking to apply a credit for cookies during a holiday period.

Variation
Please note that our cookies are decorated by hand and this may lead to your decorated cookies varying slightly in appearance from the images on this Web site or from samples or sketches you may receive.

There may also be slight variations in our hand-tinted icing colors. Icing color can be affected by exposure to heat and/or humidity during shipping and slight shifts in color can occur.

These variations are normal and not considered applicable for credit or refund.

And from time to time, Rolling Pin Productions may elect to use decorated cookies from customer orders for our Web site, portfolio, and mailing pieces. If you do not wish your project to be published, you must give notice to Rolling Pin Productions at the time you place your order.

Rolling Pin Productions reserves the right to update our policies without notice.

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