Refund policy
Return and Refund Policy CCB Frozen Dough
1. Freeze-Proof Guarantee & Refund (Shipping Damage)
Charlie Chestnut Bakehouse guarantees that your frozen cookie dough pucks will arrive perfectly frozen, or at least refrigerator-cold and solid (ready to be immediately frozen), due to our careful packing with insulated liners and dry ice.
Eligibility: If your order arrives thawed, warm, or damaged due to a cold chain failure during shipping, you are eligible for a full refund or a free reshipment.
Procedure:
1. Notification Window: The customer must notify CCB customer service within eight (8) hours of the documented delivery time.
2. Required Proof: The customer must provide clear photographic evidence of the thawed product and the packaging damage (if applicable).
3. Resolution: Upon verification, CCB will offer the customer a choice: (a) a full refund for the product cost (excluding shipping fees), OR (b) a complimentary, one-time reshipment of the exact same order.
2. General Returns and Non-Perishable Goods
Due to the nature of frozen, consumable food products, we cannot accept returns for reasons other than shipping failure (Section 1).
Dough Pucks: All sales of cookie dough pucks are final and non-refundable once shipped, unless covered by the Freeze-Proof Guarantee.
Non-Perishable Items (Kits/Tins): Items within the Artisan Home Baker Kit (tray, thermometer, parchment paper) or the Chestnut Collector's Tin are eligible for refund/replacement only if they arrive defective or damaged.
Procedure: Notify CCB within three (3) days of delivery with photographic evidence of the damaged non-perishable item for a prompt replacement.
3. Order Cancellation Policy
Orders can be cancelled under the following conditions:
Before Fulfillment: Orders may be cancelled for a full refund if the request is received before the order status changes to "Processing" or "Shipped" (typically within 4 hours of order placement).
After Fulfillment: Once the dough is frozen, packed with dry ice, and the shipping label is created, the order cannot be cancelled or refunded.
4. Customer Responsibility (Incorrect Address)
The customer is responsible for providing a complete and accurate shipping address at checkout.
CCB is not responsible for shipping failures, missed deliveries, or thawed product resulting from:
Incorrect, incomplete, or outdated shipping addresses provided by the customer.
The customer's inability to retrieve the package promptly upon delivery notification.
Frequently Asked Questions (FAQ)
Shipping & Delivery
Q: How is the cookie dough shipped, and will it stay frozen?
A: We pack our frozen dough pucks in insulated, eco-friendly liners with sufficient dry ice to withstand 2-day transit times. We ship via express services to ensure the cold chain is maintained. We include our Freeze-Proof Guarantee—if your dough arrives thawed, please see our policy below for immediate assistance.
Q: What should I do immediately upon delivery?
A: Immediately open the box, remove the dough pucks, and transfer them directly to your freezer. The dough is designed to be stored frozen until you are ready to bake.
Q: What is the Freeze-Proof Guarantee?
A: If your dough arrives fully thawed or warm, we will offer you a full refund or a free one-time reshipment of your order. You must notify us within 8 hours of delivery and provide photographic proof of the temperature issue.
Storage & Baking
Q: How long can I store the dough pucks?
A: If kept properly frozen at 0 F /-18 C or below, our dough will maintain peak quality for up to 12 months from the batch date.
Q: Do I need to thaw the dough before baking?
A: No! But for the best results—achieving that thick, artisanal chew—we recommend baking the pucks directly from the fridge, defrosted. If you bake from Frozen Simply add 1-2 minutes to the suggested bake time.
Q: What are the best baking instructions?
A: Preheat your oven to 420 F/215 C. Place the cold fresh from refrigerator pucks on a parchment-lined tray and bake for 10-14 minutes (timing varies by oven). The cookies are done when the edges are golden brown and the centers look slightly soft. In Charlies oven 11 minutes does the trick!
Q: Is the dough safe to eat raw?
A: NO. Our dough contains raw flour and eggs. For food safety, the cookie dough must be baked thoroughly to an internal temperature of at least 160 F/71 C before consumption. We recommend using a digital thermometer (included in our Artisan Kit!) for accuracy.
Product & Ingredients
Q: What is the "Chestnut Difference"?
A: We blend our artisan dough with Chestnut Flour, which acts as a natural moisture retainer. This is the secret to why our cookies bake up thick, chewy, and stay soft days longer than conventional cookies.
Q: Is your cookie dough gluten-free?
A: No. While chestnut flour is naturally gluten-free, our dough is blended with Unbleached Organic Wheat Flour for the best texture and structure. Therefore, our products contain gluten.
Q: Does the dough contain nuts (besides chestnut)?
A: Yes, our Artisan Honey Peanut Butter contains peanuts, and our Butter Pecan Caramel Crunch contains pecans. Additionally, our products are processed in a facility that handles various tree nuts and peanuts, so we advise caution for severe allergies.