As a small business and with a product that is perishable, our policy is we do not refund, and all sales are final. We will do everything possible to make it right if we believe we are responsible 100%.  We do this by reshipping it or providing loyalty points for you to reorder at another time.
We know things can happen with weather, or incorrect entries, or people not at home, so we will look at each case and make a determination.  Many times, it may be USPS or UPS issue and we will work to get a refund and then provide this to you once received.
In general, please be sure your shipping information is correct, and the recipient is aware when it is delivered.
We try to over communicate through email the processing of your order:
We send you an email when the order is placed with all your shipping info and what was purchased.  Please make sure everything is correct.
We review each order before we print the shipping label, typically one day in advance to preparing your cookie shipment you receive an email when we print the label.
When the cookie package hits the mail-stream you receive a 3rd email.  We can still make changes for you with the carrier. No guarantee, but manageable.
We then send a 4th email, lastly when it is delivered.  Be aware that UPS does not ring a doorbell, they just leave the package, and USPS is more secure by leaving it in the mailbox.  Be sure to contact your recipient when it shows delivered.
Please know we cannot be responsible for weather conditions, emergencies, traffic jams, carrier groundings or issues, and other issues like stolen packages.  Be sure to let UPS and USPS know where a secure location is at your business or home.
In closing, just know we do all we can to ensure a sweet experience, but some things are simply out of our control.  Thank you for understanding.