The Marshmallow Factory Refunds Policy
We do not accept order cancellations after your order has been completed through our online system. Once your order has been submitted we cannot grant a refund for cancellation.
*We reserve the right to change our policy at any time to may make special considerations on a case by case basis.
If your item arrives damaged please contact us immediately and provide photographic evidence of the damage. Each parcel is insured for its full value with Canada Post and therefore will be covered by insurance. As per Canada Post policies you will be required to take the damaged package to your local post office for inspection so that they will cover the item. Please note that any items that are thrown away, discarded of, eaten or are otherwise not available for inspection will not able to be covered.
*We have many confectioners working on every order who follow our recipes, unfortunately it is impossible to test every batch that goes out and sometimes we make mistakes despite our strict quality control measures. We understand that there may be a small mistake that throws the texture or taste off and we want to know if this happens. If you think there is a problem with your batch we will gladly take back the product and replace it with the same flavor from a different batch # only if it is determined it does not meet our taste requirements. The product must not have more than 1 square inch missing in order for us to determine the issue. (1 bite) Customer is responsible for all shipping costs.
– Perishable items cannot be returned for a refund due to change of mind after they have been ordered or delivered. Non-perishable items may be accepted, with return shipping to be paid by the customer.
– We do not refund shipping due to delays
– Gift cards and other digital products are not able to be refunded once used.
– For refunds or replacements where an item is faulty, we require the original item to be returned so that we can investigate the issue.
– We understand everyone has different tastes, we do not return items that you may not like the flavor of. We are sure you will love our products.
How long will I take to receive the refunded money?
We will process the refund within 24 hours. Depending on your bank it may take up to 5 days for you to receive the money
Can I swap items in my order before you ship it out?
You can swap items in your order by contacting us as quickly as possible after placing your order. The longer that you leave it the more likely that we have made and packed your order and will not be able to change the order.
We love our customers, so feel free to visit during our Craft shows
972 Cavalier Drive, Winnipeg, Manitoba R2Y 1E1, Canada