Refund policy

One-time cookie orders

All cookie orders are final once we have baked for you. You can cancel by emailing info@insideoutcookie.com any time before your order goes into the oven; if we catch it in time, you get a full refund. Once it has shipped, it is yours.

If your box arrives damaged, melted, or wrong

Email info@insideoutcookie.com as soon as you open the box, before you throw any of it away, with:

your order number
a photo of the box and the cookies as they arrived
one line on what is wrong

We will replace the box or refund it. Our call which, but we are not stingy about it, and if it is clearly our mistake (wrong flavors, missing cookies, a box that was not packed right) it is a replacement at no charge and we bake it on the next run.

"Melted" is covered when the box left us in a condition or a forecast it should not have. It is not covered when the carrier scanned the box delivered and it sat on a hot porch for a day before anyone brought it in. Every cookie is sealed in its own pouch, but a pouch cannot keep chocolate from melting on a hot porch, so bring the box inside as soon as it arrives and freeze the ones you will not eat right away.

Carrier problems

Once the box leaves Spring Mills it is in the carrier's hands. We are not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, safety controls, mis-scans, or inaccurate shipping information, and we do not require a signature, so a package the carrier marks delivered is delivered. We will still help: email us and we will open a trace with the carrier and, if the carrier confirms the package is lost, replace it or refund it.

Address errors

You are responsible for checking your shipping information before you submit the order and again in your confirmation email. If you gave us a wrong or incomplete address and the box comes back to us, we will reship it once you pay the second shipping charge. If it is delivered to the wrong address you entered and cannot be recovered, we cannot refund it.

Subscriptions

You can skip a box, pause, or cancel your subscription any time from your account (Account > Subscriptions), or by emailing us. Size and schedule changes are not in the account; email us and we will make them. Changes apply to any box that has not yet been charged. A box that has already been charged and baked is treated like a one-time order above: no return, but the damage rule applies in full.

If a renewal charge went through that you did not expect (for example, you cancelled but the cancellation did not take before the charge, or the reminder email did not reach you), email us as soon as you see the charge. If the box has not shipped we refund it in full. If it has shipped, we will look at what happened and make it right. A charge that went through because of an error on our side is always refunded.

Memberships

You can cancel the House Account any time from your account and it will not renew. Membership fees are not refundable once a term has started, except: if you cancel within 14 days of first joining and have not yet used a member benefit, we refund in full; if we end the program or remove a benefit you paid for, we refund the unused part of your term; and where a state's automatic-renewal law gives you a refund right, we honor it. See the Subscription and Membership Terms.

Gift cards

Gift cards are not refundable and cannot be exchanged for cash, except where state law requires otherwise. If a gift card email never arrived, tell us and we will resend it.

Merchandise (hoodies and anything else that is not food)

Unworn, unwashed merchandise with tags can be returned for a refund of the item price. Email us for the return address before sending anything back, and tell us within a reasonable time after delivery. You pay return shipping unless we sent the wrong item.

Event purchases

Cookies bought at an event tent are final at the point of sale. If something is wrong with a cookie you bought at an event, come back to the tent that day or email us with a photo and we will sort it out.

Fundraiser and corporate orders

These orders are custom-baked and are governed by the quote or confirmation we sent you. Changes and cancellations follow the dates in that confirmation. The damage rule above applies to every box in the order.

Wholesale

Wholesale purchases are governed by the Wholesale Terms, not this page.

How refunds are paid

Refunds go back to the original payment method within 3 to 5 business days of our approval (your bank may take longer to show it). Shop Pay and gift card payments go back to the same. We do not refund to a different card or in cash.