Shop Policies

Feel free to contact us at support@jamesoncookieco.com, or send us a private message on Facebook or Instagram @jamesoncookieco if you need any additional assistance - see policies below:

 

Care Instructions

Wash in luke warm soapy water.  Cookie cutters are NOT dishwasher safe - exposure to high temperatures and/or soaking for a period of time can damage cookie cutters.  

 

Returns & Exchanges

Sales on cookie cutters and related accessories are final - once they have left our shop, we considered them as used product and we do not resell used cutters or resell anything that has left our possession.  Please double check sizes before ordering, you can always reach out if you want guidance on sizing or to know what is most popular for a specific design.

 

Damages

If your order is damaged during transit - please reach out to us to resolve.  We'll need photos of the damaged cutters and the shipping box - please hold on to the cutters and box as USPS may require additional photos or for this to be brought in to your local USPS office in order to process an insurance claim.  We'll prioritize a replacement shipment in parallel to processing an insurance claim.  

 

Lost Shipments

Nothing is more frustrating than your package getting lost or showing that it is delivered but you don't have it.   If your package is lost or seems stuck in transit, please message us so we can start a help ticket with USPS and help provide guidance on the next steps.    If your package shows delivered but you don't have it - call your local USPS office and let them know your package is showing delivered but not there - ask them to pull the GPS coordinates for the tracking number and verify it was delivered correctly.   Often, the package is left with a neighbor or misdelivered, they can collect this and redeliver to you.  If the package appears to be stolen - we recommend filing a police report to help with processing an insurance claim on the shipment.  

Cancellations

Some orders may be eligible for cancellation - if your order has not been made yet, we can cancel at no cost.  If your order has been made but not shipped yet, we can cancel your order with a 10% cancellation fee.  Once the order has shipped, we're unable to cancel the order - you can refuse the delivery of the package by writing "Refuse Delivery - RTS" on the package (package cannot be opened in order for USPS to be returned) and drop back off with USPS.  Orders refused are subject to a 25% cancellation fee and original shipping cost will not be refunded as that is not recoverable.  Orders returned/refused without contacting us first are subject to our return policy above.