We understand your concern/inquiry is very important and urgent! Believe us, our team is doing everything in our power to get to your request as quickly as possible. We must do a thorough investigation for each issue to identify the root of the problem, whether it be packing, shipping, etc.. and hopefully resolve the issue moving forward.
Our Customer support does NOT work 24 hours and typically responds between 9-6PM Central Time. We try to work as late as possible to answer all requests in a timely fashion. Please allow 24-48 hours for one of our team members to get back to you. If after 48 hours, you have not received a response, feel free to follow up to verify we got your request.
Storage Instructions. Eat or freeze upon arrival
Our donuts are made natural and preservative free, therefore are perishable. When your donuts arrive, please throw your donuts in the fridge or freezer. Our donuts have an ambient/refrigerated shelf life up to 30 days and 6 months frozen.
**Due to the summer heat, Starting in April we will ship all orders in an insulated cooler with a gel pack. This does not guarantee your order will arrive perfect, but is our best attempt to fight the summer heat. If you are unhappy with the delivery, please remember we are fighting science.
We try to ship as frequently as possible. Our goal is to ship Monday-Thursday to ensure best quality upon arrival and to prevent your package from being stuck over the weekend with the carrier. We ship out 6 pack orders through USPS and typically anything more than that through UPS/FedEx.
We are experiencing increased delays and delivery issues with the US Postal Service since the COVID-19 situation. They have been working with reduced staff and increased delivery demands. We are frustrated with the situation as well. Unfortunately, we cannot control what happens to the donuts after they leave our facility. We have been in constant talks with them and reporting previous incidents. If you have a delivery issue please reach out to your respective carrier FIRST, to see if there is a delay or a misdelivery to your neighbor (it happens). If you received the wrong items, please snap a picture and send it to us. If you had a quantity issue, please snap a pic of the brown shipping box. We require photo proof and we will gladly replace if we made a mistake.
We DO NOT ship International or to APO/HAWAII/ALASKA addresses. F We apologize for any inconvenience. Sign up to our newsletter for updates on when we might be shipping to your area. We are now shipping all Hawaii/Alaska orders on Amazon: https://amzn.to/2UkHp4x
Since we only produce fresh, perishable protein donuts, we unfortunately cannot accept returns on any donut orders. If your product says delivered, and you did not receive it please reach out to the carrier (USPS or UPS) first. Unfortunately at that point, the donuts are no longer in our control and you must file a claim with them.
We do NOT refund based on taste preferences. As much as we love our donuts, we can not guarantee every person will feel the same. If you do not like our donuts we can not refund simply due to taste.
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ALL PURCHASES ARE FINAL
Please note each case will be handled on an individual basis and is at the discretion of the Elite Sweets Team.