Shipping policy

 

WHEN WILL MY ORDER SHIP FROM THE TIME I ORDER?

• please allow 1 - 2 business days for your order to be processed (be packed and ready for shipping) due to the influx of orders we receive daily, we do not ship on weekends or holidays
• During New Product Launch, Holidays, or Sale events, it may take 5-7 business days for your order to be processed.

 

 

HOW LONG DOES IT TAKE FOR DELIVERY?

• Please allow 3-5 working days to receive your order after it has been shipped.
• If there are shipping delays, it may take an additional 3-5 business days for delivery. Please note: shipping delays are completely out of our control.

 

 

TRACKING YOUR ORDER 

When your order has been processed and shipped, you will receive an e-mail notification from us which will include the shipping details and the tracking number

 

 

Please track your packages. Fresh Cookie Lab is not responsible for lost or stolen shipments. We do not replace or refund orders that are scanned "delivered" by our delivery agency.

 

In the case that your order is undelivered, however is marked as delivered, an investigation will be opened with DHL or GIG depending on the used carrier until a final resolution is made. ***

 

 

 If DHL or GIG confirms that the package was "Delivered", no refunds or replacements will be granted.

 

• Please ensure your shipping information is correct as we will not be held accountable for missing orders due to bad address/phone number. a refund will NOT be given. 

• We provide tracking information on all orders as soon as they leave our warehouse. If your order is returned to us due to an incorrect address/unavailable phone number, you will be responsible for handling the second cost of shipping to your address.

   

  Missing item policy

  Please check your order as soon as it is delivered.

  If you receive an item that is missing, incomplete, damaged, or different from what you ordered, you must contact us within 24 to 72 hours after delivery.

  After this timeframe, we may be unable to verify the issue or offer a replacement/resolution.

  To help us resolve quickly, please send:

  • Your full name
  • Order details
  • Clear photos/videos of the items received
  • A short explanation of the issue

   

  UNBOXING VIDEO REQUIRED

   WE DO NOT ACCEPT RETURN/EXCHANGE ON ITEMS THAT DO NOT HAVE UNBOXING VIDEO!

  Please record an unboxing video (full angles) when you've received a package from us. The unboxing video is necessary as proof for damage cases, so please record it in clear lighting.

  video must not be edited or paused