Refund policy
Damages and Issues
Please inspect your order upon reception and contact us via email within 24 hours if the item is defective, damaged or if you receive the wrong item. We'll evaluate the issue immediately and see how we can make it right.
When reporting an issue, please provide clear and complete images of the shipment and product. We kindly request that you share the following:
- outer packaging (corrugated shipping box)
- inner packaging (insulated liner, ice packs)
- open trays of cheesecakes from the top-down
- trays of cheesecakes from the bottom-up
Please do not throw away the product or packaging or refuse your delivery under any circumstances before contacting us. We're unable to provide compensation of any kind if you've already thrown away the product or packaging or turned down your delivery.
We're also unable to provide compensation of any kind if you've already consumed the product. It's our expectation that if you encounter an issue with your order, you'll let us know before consuming the product. Once the product is consumed, it can no longer be evaluated for issues.
Due to the perishable nature of our product, time is of the essence. If there are any issues related to product quality, we request that you inform us within 24 hours of delivery and provide the images as described above. We may also request additional information.
We're unable to provide compensation of any kind for issues brought to our attention more than 24 hours after delivery. We're also unable to provide compensation of any kind in situations where we do not received a response within 24 hours of our request for additional information.
For some shipping issues, such as shipments that are marked as delivered but not found by the recipient, we require same-day notification. You can read more about this in our Shipping Policy.
Due to the perishable nature of our product, and for food safety reasons, returns are not possible.
Shipping
We are unable to provide refunds or replacement orders that are lost or missing after being marked as delivered, or delayed for factors outside our control.
Additionally, we are unable to provide refunds or replacement orders for orders delivered to an incorrect address, or an address that is not deliverable for any reason, including:
- inability to access the building
- no one being available to receive the package
- missing apartment or suite number
- incorrect street address
- incorrect receiver or company name
- PO box provided
We cannot guarantee the delivery date of your shipment. All carriers have suspended delivery guarantees in the wake of COVID, and therefore we cannot make delivery guarantees either. We indicate ship out dates, but not delivery dates, as there is variability in when your package may be delivered.
We are unable to provide refunds or replacement orders for packages that are left out and unattended after delivery for any reason, including not being home due to variable delivery dates.
Please note that we cannot guarantee delivery for particular hours of the day. If the building is closed when a delivery attempt is made, the courier will attempt to make a delivery the following day. We're unable to take responsibility for such delays.
Heat advisory: During summer months, we pack our shipments with additional refrigerant. However, if your local delivery area has temperatures above 90F, your order may be affected by heat. We are unable to provide a replacement shipment or refund in these cases. Please assess your local temperature before ordering.
You can read our Shipping Policy for complete information.
Cancellations & Changes
All our products are handmade in small batches. Once your order is received, our team begins working on it immediately. Due to the perishable nature of our product, we're unable to cancel orders for any reason.
Once we begin the fulfillment process, we're unable to change the delivery address.
Please contact us at care@wondermonday.com to inquire if changes can be made to you order.
Returns
Due to the perishable nature of our product, returns are not possible. For basic food safety reasons, we never sell opened food products to other customers. Additionally, our products are designed for one-way transit because they can only be safely put in transit from a frozen fulfillment center. This is due to the food safety of shipping perishables.
As a result, we're not able to process returns of perishable food items.
Refunds
All sales are final. We're unable to issue refunds for any reason.
Have an issue with your order? Let us know! You can contact us at any time at: care@wondermonday.com.