Refunds & Returns
Overview
This policy outlines how BroCrates handles damaged items, delivery issues, cancellations, and refund eligibility. It defines the conditions under which replacements, credits, or other resolutions may be provided.
Damaged or Missing Items
If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:
- Perishable items: within 24 hours of delivery
- Non-perishable items: within 5 days of delivery
Clear, unedited photos of the item(s) and original packaging must be provided to support the claim. Claims submitted without required documentation or outside the stated timeframes may be denied.
Once received, customer service will review the claim and respond within 24–48 hours.
Where applicable and at our discretion, a replacement or store credit may be offered. Only one resolution will be issued per order or issue. Cash refunds are not issued for items damaged during transit.
Refund Eligibility
Refunds are limited and are not guaranteed. To the fullest extent permitted by law, refunds are not available in the following situations:
- Perishable items shipped using slower or non-recommended delivery methods
- Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality
- Customized or personalized items
- Change of mind after an order has been placed
- Personal taste or preference where the product was delivered as described
- Substitutions made in accordance with our guidelines
- Undeliverable orders due to incorrect or incomplete address information
- Orders marked as delivered where proof of delivery has been obtained
- Delays or delivery issues caused by circumstances beyond our control
Returns
Orders are prepared specifically for each customer, and many items cannot be reused or resold. As a result:
- Refused deliveries are treated as undeliverable orders and are not eligible for refunds
- Perishable items cannot be returned
Refusal of delivery does not replace or override the requirement to report issues within the applicable claim window.
Re-Delivery and Re-Shipping
If an order cannot be delivered due to customer-provided information or delivery conditions that prevent safe completion, re-delivery may be offered at the purchaser’s expense.
- Re-delivery fees depend on product type and destination
- Perishable items may require remaking or replacement
- Additional charges may apply when items cannot be reused or resold
Address Accuracy
Customers are responsible for providing complete and accurate delivery information at the time an order is placed.
Address changes must be requested promptly after ordering and before the order ships. Once an order has shipped, address changes may no longer be possible.
Orders with incorrect or incomplete address information may be undeliverable and are not eligible for refunds.
Cancellations and Order Changes
Orders begin processing shortly after payment is submitted.
Customers should contact us as soon as possible after placing an order if changes are required. Once an order has shipped, cancellations or address changes are no longer possible.
During peak periods or holidays, additional notice may be required and changes cannot be guaranteed.
Delivery Completion
Deliveries do not require a signature unless otherwise stated. Orders may be left in a safe location or delivered to a concierge, reception desk, or mailroom when appropriate.
If delivery cannot be safely completed, the order may be considered undeliverable.
Once proof of delivery has been obtained, responsibility transfers to the recipient. Product condition is assessed at the time of delivery.
Perishable & Time-Sensitive Products
Some products are perishable or sensitive to transit conditions.
Expedited delivery methods such as same-day, next-day, overnight, or one business day are recommended.
Orders shipped using slower methods may have perishable items replaced with non-perishable alternatives at our discretion to protect product quality.
Substitutions
Because some items are seasonal or subject to availability, substitutions may occasionally be necessary. When this occurs, the overall value, theme, and presentation of the order are maintained.
Due to operational volume, customers may not be contacted in advance regarding substitutions.
Events Beyond Our Control
We are not responsible for delays, non-delivery, or service interruptions caused by circumstances beyond our control, including but not limited to weather events, carrier disruptions, labor issues, or public emergencies.
Customers are responsible for providing complete and accurate delivery information at all times.
Questions or Support
For assistance with an order, please contact customer service. Additional delivery-related questions may be answered on our FAQ page.