Refund & Returns

If something isn’t right with your order, we’ll make it right.

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Last updated: October 28, 2026

We want you to love every bite. Because our cookies and snacks are perishable food products, we cannot accept returns of opened or unwanted items for hygiene and safety reasons — but if there is a problem with your order, we are here to help.

1. When we offer a replacement or refund

Your order arrived damaged or crushed in transit.
You received the wrong product or an item was missing.
There is a quality problem with the product.
Your order was lost in transit and has not arrived within a reasonable time.

2. What we cannot accept

Opened or partially eaten products, except where there is a quality problem.
Change-of-mind returns.
Products that spoiled because they were stored incorrectly or eaten after the best-before date.
Delays or losses caused by an incorrect address provided at checkout.

3. How to request a refund

Email info@crunchandcrumble.ca within 48 hours of delivery with:

your order number;
a short description of the problem; and
clear photos of the product, packaging and shipping label.

We will review your request and reply as soon as possible. In most cases we will offer a replacement or a refund — whichever you prefer.

4. Order cancellations

You can cancel your order for a full refund if it has not yet been baked or dispatched. Contact us as soon as possible. Once your order is in the oven or with the courier, it can no longer be cancelled.

5. How refunds are processed

Approved refunds are issued to your original payment method. Depending on your bank or card provider, it can take several business days for the refund to appear on your statement. Original shipping charges are refunded where the problem was caused by us.

6. Contact us

Have a question about a refund? Email info@crunchandcrumble.ca or reach us through our contact page.