Return and Refund Policy
This is the current Lone Goose Bakery Return and Refund Policy. This policy may evolve or change over time, so make sure to check it periodically. We realize that unique circumstances may arise, but this policy is intended to apply to a large majority of situations. If you have any questions, feel free to Contact Us.
Time Limits
If you have any issues regarding your orders, please contact us as soon as possible. This helps ensure that we can take the appropriate action and resolve the situation. Our items are consumable, so quick action is important. Contact us within 14 days of receiving your package to remain eligible for exchanges.
Damaged Items
Most of the issues that arise deal with items that are damaged during shipping. We do our best to protect our packages, but occasionally they are damaged. Often the damage only occurs to the outside box or envelope, and the item remains safe inside. Sometimes the inside of the package is breached, causing damage to your product. If this happens to you, please send an email to manager@lonegoosebakery.com to notify us. In this email, please include your:
- Name
- Order Number
- Picture of Damaged Product
We gather this information to file an insurance claim from our shipping provider. They require pictures as proof of the damage. Once we receive your email, we will respond within 24 hours. We will take appropriate action to ensure that the issue is resolved.
Lost/Missing Packages
Please inform us if your package is lost or missing. Occasionally, we have packages that are lost at some point during the shipping process. The tracking will usually indicate that the item is lost, but it may also state that the package has been frozen in the same location for a long period of time. Any packages that are lost or missing for several days will be reshipped. See Replacement section for further info.
Delays
It is important to remember that weather or other factors sometimes delay the delivery of your package. The tracking for these items also may reflect that they are not moving for a period of time. The key to our team determining whether or not we will reship relies on how long the packages have not been moving. We also consult with USPS and UPS teams to get additional status updates, and we will share this info with customers. Customers that have purchased Express shipping will receive a refund on their upgrade if their package is substantially delayed (3+ days).
Returning for a Refund
This section provides details on returning products for a refund. We only accept returns of unopened packages. This is for several reasons, including:
- Opened packages are considered contaminated; we are forced to discard.
- Avoids individuals habitually sampling and returning food items dozens of times
- Prevents individuals from removing our product and return shipping cheaper item
- Prevents others from consuming a majority of their order and returning mostly empty packages
- Reduces other losses due to fraud which grew over time
- Allows us to spend more time taking care of customers and avoid price increases
Our customers that purchase 2+ items packaged individually may return any unopened packages. For instance, if a customer purchased two bags of seeds, they may open one package and return the 2nd unopened package. Returns should be shipped to the Lone Goose Bakery P.O. Box address. We issue a product refund (does not include shipping) for any items returned to us. We process the refund when we receive the returned package. Please contact us with any questions regarding refund status.
If you’re searching for another way to handle returns, it’s time to check out the next section…
Replacements
As stated above, packages are occasionally lost or damaged during the shipping process. Usually, the delays are temporary and the damage is minor and on the exterior box only. If your package delay becomes extended (no movement for multiple days) please let us know. If your package damage is significant and breaches the internal bags, please document with pictures and let us know. These situations may warrant a replacement product.
Customer Service
This form is our General Return & Replacement Policy. We realize that unique circumstances often present themselves, and we deal with these situations to the best of our ability. If you have an issue with an order, please contact us at manager@lonegoosebakery.com. A member of our team will reach out to you, usually within 24 hours. We are also available to answer any questions you may have prior to placing an order. We do our best to offer great customer service, and we do listen to all feedback.
