Refunds & Returns

Overview

This policy outlines how orders are handled after delivery and defines the conditions under which refunds, replacements, or credits are not available.

Damaged or Missing Items

If an order arrives damaged, defective, or with missing items, the issue must be reported by the purchaser or recipient within the following timeframes:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the affected item(s) and original packaging are required for review.

Once received, customer service will assess the claim and respond within 24–48 hours. Where appropriate, a replacement or store credit may be offered.

Cash refunds are not issued for items damaged during transit.

All claims are subject to review and final determination by BroCrates.

Refund Eligibility

Refunds are not issued in the following situations:

• Perishable items shipped using slower or non-recommended delivery methods
• Situations where perishable items are replaced with non-perishable alternatives at our discretion to maintain product quality
• Customized or personalized items
• Change of mind after an order has been placed
• Personal taste or preference
• Substitutions made in accordance with our guidelines
• Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, or refusal
• Orders marked as delivered where proof of delivery has been obtained
• Delays or delivery issues caused by circumstances beyond our control

Once proof of delivery has been obtained, responsibility transfers to the recipient.

Returns

Orders are prepared specifically for each customer and many items cannot be reused or resold.

As a result:

• Refused deliveries are treated as undeliverable orders and are not eligible for refunds
• Perishable items cannot be returned

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered at the purchaser’s expense.

• Re-delivery fees depend on the product type and destination
• Perishable items may require remaking or replacement, and associated costs may be charged where items cannot be reused or resold

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted.

• Once an order has shipped, address changes or cancellations are no longer possible
• Customers must contact us promptly after placing an order if a change or correction is required
• During peak periods or holidays, additional notice may be required and changes cannot be guaranteed

Events Beyond Our Control

We are not responsible for refunds or credits related to delays, non-delivery, or service interruptions caused by circumstances beyond our control, including but not limited to:

• Weather conditions
• Carrier or transportation disruptions
• Labour issues
• Public emergencies

Customers are responsible for providing complete and accurate delivery information at all times.

Support and Questions

For assistance with an order, please contact customer service.

Additional delivery-related questions may be addressed in the FAQ section.