Order Policies & Treat Care
We care about your experience and want your treats to arrive ready to enjoy. These guidelines explain what you can expect from us, how to care for your treats, and how we can help if something goes wrong.
Shipping & Addresses
- We ship within the United States. Preparation times, designated shipping days, and product-specific care information are listed on the applicable product pages.
- Your order confirmation email links to your order status. Once your order ships, your shipping confirmation provides your tracking number.
- Please check the shipping address for every order, including saved and subscription addresses. We ship to the address submitted with that order, regardless of addresses used previously. Customers are responsible for address accuracy; we are not required to contact you to verify the submitted address.
- Contact us immediately to request an address correction. Changes cannot be guaranteed once preparation begins. After shipment, address-change requests must be directed to the carrier and may involve fees.
- If we request confirmation of an otherwise usable address, we may ship to the submitted address if you do not respond by the stated deadline.
- Orders correctly shipped to the address provided do not qualify for complimentary refunds or replacements because another destination was intended. Customers are responsible for reshipping or replacement costs resulting from their address errors or failure to collect a package.
Order & Delivery Problems
- Incorrect or missing item inside a delivered order: Email us within 3 days of delivery with your order number and relevant photos. We will correct packing, addressing, or fulfillment errors made by Buff Cake Barkery at our expense.
- Delayed or missing package, package marked delivered but not located, or visibly damaged shipping box: Contact the carrier first using your tracking number. Photograph damage and retain the products and packaging for investigation or an eligible claim.
- Damaged products inside an apparently intact box: Email us within 3 days of delivery with your order number and photos of the products and packaging so we can review the issue. Retain the products and packaging while it is reviewed.
- If a carrier issue remains unresolved, contact us with your order number and any carrier case number. We will help with available shipping documentation and eligible claims. Refunds and replacements are not automatic; the circumstances and available evidence will be reviewed.
- Any goodwill exception is considered individually and does not change this policy. These policies do not limit rights required by applicable law.
Treat Care & Returns
- For health and safety reasons, dog treats, cookies, and other food products are final sale and cannot be returned or exchanged. This does not prevent review of an order problem described above.
- Our treats are made without artificial preservatives. Follow the storage and shelf-life instructions on each product page and package. Soft treats, including Berry Dawgnuts, require prompt refrigeration; follow their product-specific freezing instructions for longer storage.
- Monitor delivery and collect packages promptly, especially during hot or extreme weather. Deterioration caused by improper storage or packages left outside or unattended after delivery does not qualify for complimentary refunds or replacements.
- Approved refunds are issued to the original payment method. Processing times vary by payment provider.
Treats on Repeat
- Subscriptions require four payments, including the initial order.
- After the minimum, cancel before the next recurring order is processed. Cancellation stops future orders and does not cancel orders already processed. The shipping, storage, and refund policies above also apply to subscription orders.
Need help? Email treatdealer@buffcakebarkery.com with your order number.