Does Strawberry Hill offer a satisfaction guarantee?
Our pastries are handmade with love because we want you to be more than satisfied — we want you to be delighted! If for any reason you are less than delighted, we will provide a replacement, refund or store credit, whichever you prefer. If you received the item as a gift, we are happy to replace it with another item or issue a store credit. If only a portion of the product is unsatisfactory, we may issue a partial refund or credit. We do not accept any physical returns due to the perishable nature of our products.
What if the product I ordered is not available?
Occasionally a product that is ordered may be unavailable due to seasonality or limited availability of local ingredients, and we may need to substitute an item of equal or greater value. We will make every attempt to contact you to determine your preference for an equally delicious substitute.
When will my package arrive?
When you place your order, we will provide an estimated arrival date. Packages typically ship from the bakery approximately 3 to 5 business days after the order is received and may arrive slightly earlier or later than estimated. Note that some carriers deliver as late as 9:00 pm, and weekend deliveries are common, although not all carriers offer weekend deliveries to all destinations. If you are ordering for a special occasion or holiday, we recommend placing your order well in advance. We can then hold the order and time the shipping so that the package arrives the week of the occasion. If you need your package to arrive on a specific date, please contact our customer support team at 800-631-1002 to discuss your options prior to ordering.
How can I track my package?
Packages typically ship from the bakery approximately 3 to 5 business days after the order is received, at which time we will email you a link to track your package via the carrier’s website. (You can also copy and paste the tracking number directly into the carrier’s website.) If you do not receive your tracking email, please check your spam folder prior to contacting our customer support team. Also, if you have an account on our website and placed your order on the website, you can log in to your account to track your package once it has shipped.
The carrier requires time to process your package upon receipt, so it may take 24 hours or more for tracking information to appear on the carrier’s website after the package ships. You may well be so excited for your package’s arrival that you wish to follow its journey online, but do keep in mind that packages in transit are not necessarily scanned daily. Thus, you may not be able to see its progress each day, but rest assured that the deliciousness is steadily making its way toward its destination.
Do you require a signature upon delivery?
For your convenience, we typically authorize our carriers to leave packages at the recipient's address without requesting a signature. We may require a signature in rare cases, such as a reshipment to replace a lost package.
What if my package arrives damaged?
If the contents of your package arrive damaged due to mishandling by the carrier, please contact our customer support team at Bakers@StrawberryHill.com within 14 days of delivery. Please provide photos of the unfortunate abuse inflicted on your delicate pastry, and we will open an investigation with the carrier. We handle these issues on a case-by-case basis.
What if my anticipated delivery date has passed, but my package has not arrived?
Unforeseen circumstances, such as inclement weather, can sometimes delay shipments. Please continue to check your order tracking for updated information on your delivery status.
What if my order tracking indicates that my package was delivered, but I do not have the package?
For added security, some carriers try to conceal packages upon delivery, especially when the package is a coveted pastry from Strawberry Hill. If you or your gift recipient cannot locate the package, we recommend first checking behind a shrub or chair near the front door or by the garage. You might also check a neighbor’s doorstep. If you still can’t locate your package, please confirm that you entered the correct shipping address when placing your order. If the address was incorrect, we, unfortunately, cannot reship or refund the order, but you have treated a lucky recipient to a delightful surprise! If the address was correct, we recommend contacting your local post office to locate the lost item. Once the order is marked “delivered” by the carrier, we trust you to bring it inside for safekeeping!
Do you ship internationally?
We ship to all 50 states and Washington, D.C., but we, unfortunately, cannot ship internationally.
Do you ship to P.O. boxes?
Yes, we ship to P.O. boxes via USPS.
Do you ship to APO and FPO addresses?
We ship to APO addresses via USPS; however, we cannot take these orders online. We are happy to help with these orders by phone at 800-631-1002. We, unfortunately, cannot ship to FPO addresses.