shipping policy

Processing & Fulfillment

We make our marshmallows fresh to order. January-October, we ship on Tuesdays & Thursdays. November & December, we ship Monday through Thursday. Once your order is packed and ready, we hand it off to USPS, UPS, or FedEx and email you a tracking number.

Shipping Delays & Carrier Responsibility

Please remember: once UPS, USPS, or FedEx picks up your package, we no longer have control over its location or timeline. We do not have access to more information than you do; all we have is the tracking number that you have! TRULY wish we had more control here. It's a messed up system, I know, but this is true for small businesses and big corporations alike.

98% of our packages arrive on time or early, but ultimately, late or lost packages are a risk we all take when making an online purchase.  

Waiting is the worst. But once your order is in the shipping carrier's hands, it’s out of ours.
Weather delays, mechanical issues, and rerouted packages do happen, and increase during peak seasons. We cannot offer refunds, reshipments, or store credit for shipping delays caused by shipping carriers or other third-party issues beyond our control.

If WE make a mistake, however, we will happily refund or replace your order at no charge to you! DUH. Of course.

Porch Theft 

When the package is dropped at your address, the shipping carrier will mark your package as “Delivered.". On occasion, carriers will accidentally drop packages at a neighbor's house (they're only human!). On other occasions, a package will be marked as "Delivered," but show up 1-7 days later (no idea why, but it happens ALL the time).

If your package is marked "Delivered," but you do not see it, please: check with your neighbors, double check the address you input on the order is correct, and wait 7 days before losing hope. 

If a package is stolen after it’s been delivered, we cannot issue a refund or send a replacement. If your neighborhood has porch pirate activity, consider shipping to a secure location.

Incorrect Addresses & Delivery Issues

The address you enter at checkout is exactly what we use for shipping. Please double-check it before placing your order. If an order is returned or lost due to an incorrect or incomplete address, we cannot offer a refund. Reshipping will incur a new shipping charge. 

Summer Shipping

We exclusively offer Expedited Shipping options in the summer season to protect our meltable product from the summer heat & do our best to ensure you receive your order exactly how it left our facility. For most orders, Express Shipping will be enough to protect your order (though we recommend snagging it from the outdoors as soon as possible!).

If you are ordering to a particularly hot location, we recommend selecting Summer Shipping at checkout, which includes 1-3 day shipping, as well as ice packs, thermal wrapping, and insurance. If you don't select this option at checkout, we can't be responsible for melted product. If you select "Summer Shipping" and the marshmallows still don't make it in tact, then we'll offer a refund and/or another shipment to replace them!