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made in Kansas City since 1903

phone: 800-631-1002

Shipping & Returns

OUR GUARANTEE

Here at Strawberry Hill Povitica, we stand behind our products. You and those who receive your gifts must be delighted, or we'll make it right with either an appropriate replacement or store credit, whichever you prefer. If only a portion of the product was unsatisfactory, a replacement or a partial refund or may be issued at our discretion.  

If you receive our product as a gift and there is a slight issue, we will have to contact the purchaser to receive authorization to move forward with any credits or reships. 

Due to the perishable nature of our products, we do not accept any physical returns.  

We do not offer refunds, returns, or cancelations once a product has shipped. 

DAMAGED PACKAGE IN DELIVERY

If your package was damaged due to carrier-mishandling, thus causing damage to the contents, please contact our Customer Support team within 14 days of delivery at Bakers@StrawberryHill.com with photos and details about your damaged order. We will open an investigation with the carrier. Pictures of the damaged package will help us better understand the situation. You can still qualify for a replacement if you are unable to provide pictures, but you are more likely to not qualify. If possible, please provide an image of the packaging the item arrived in as well as the item in question. We handle these inquiries on a case-by-case basis. 

SUBSTITUTIONS

If the item of your choice is unavailable or does not meet our high standards for quality, we may need to substitute an item of equal or greater value. Every attempt will be made to contact you to offer you your choice of replacement. 

DELAYS IN DELIVERY

Unpredictable circumstances like Weather, insufficient ingredients, Mechanical Error, Riots, Natural Disasters, Local Carrier Mis-scans or Inaccurate/Incomplete Shipping Information can delay shipments. Please be patient and check back with your tracking information on the following day. Strawberry Hill is not responsible for packages arriving late due to unexpected delays. 

If an error was made by the shipping carrier, based on the situation, we may replace the package at the cost of the carrier. 

ORDER TRACKING

Once your package ships, we will send a tracking email to you. It will contain your tracking number to track your package from the carrier's website. You can cut and paste the tracking number into the carrier's website directly. If you do not receive your tracking email, please check your spam folder prior to contacting support. 

Tracking information on packages can often go days without being scanned by the carrier, even if your package is still making its way to your door. If your anticipated delivery date comes and goes, we recommend checking for your package at a neighbor's doorstep or perhaps behind a shrub or chair near your front door. If you are still unable to find your package, double-check that your shipping address was entered correctly when you placed the order. If your address is correct, we recommend contacting the carrier to try locating the lost order. Once an order is marked as “delivered” by the carrier, it is the purchaser's responsibility to make sure that the item is brought inside for safekeeping. 

ARRIVAL DATE

Arrival date is the approximate date your package will arrive, though it could arrive slightly earlier. Sometimes your package may arrive as late as 9 PM. If you need your package to arrive on a specific date, please contact our customer service team to discuss your options. Although we cannot guarantee a package will arrive on a specific date, we will do everything in our power to get the package to the desired location as close as possible. If you are placing an order for a time-sensitive event, we recommend placing your order early and scheduling it to arrive 2+ days before the event. Depending on the primary shipper in your area, the package will go out via USPS or UPS. 

Ship dates posted on the website or specified over the phone are the best estimated date. The arrival time of your package is dictated by the shipping carrier once they have scanned the package. Our packages are designed to last 7 days in transit before cutting into your shelf life once it arrives. 

REQUIRE A SIGNATURE ON ARRIVAL

We authorize our carriers to leave your package at the recipient's address without a signature. 

SATURDAY / SUNDAY DELIVERY

Because we are shipping a perishable product, Saturday/Sunday delivery can be common. Some of our carriers do not offer this service to all locations. 

INTERNATIONAL SHIPPING

Unfortunately, we can't send internationally at this time. Currently, we will ship to all 50 States. 

P.O.  BOXES

If the customer requests to ship to a PO Box, we can do it, but you will need to call in and place the order with a call center representative. If you are sending our product as a gift to a recipient via PO Box, it is up to the purchaser to inform the recipient of the delivery. This information can be found via the tracking email or by reaching out to our customer service department. We do not replace, credit, or refund orders that were delivered on time and not picked up. 

We ship all PO Box orders via USPS. In certain circumstances USPS may be the only carrier of choice. We reserve the right to select the carrier for delivery. 

APO AND FPO ADDRESSES

Although we can ship to APOs and FPO’s, due to the possible extended transit time your option of flavors may be limited. We ship to APO and FPO addresses via USPS. We cannot take these orders online but are very happy to help you by phone on 800-631-1002 

SHIPPING TO ALASKA OR HAWAII

Shipping to Alaska or Hawaii will require a $25.00 surcharge per address.  

INVALID OR INCOMPLETE ADDRESSES

Strawberry Hill Povitica does not provide refunds or replacements of orders with incomplete, invalid, or incorrect addresses provided by the customer. The customer is responsible for checking their shipping address upon placing the order as well as verifying the shipping address on the confirmation email that is sent right after the order is placed. If you do not receive an email, please check your spam/junk folder. After looking there contact us at Bakers@strawberryhill.com.  

If a customer opts out of including an email on the order, they are responsible for verifying the shipping address at the time of purchase.  

Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date.  

If an error was made by the shipping carrier, based on the situation, we may replace the package at the cost of the carrier.