Returns & Refunds

We want you to love what you ordered. If something is wrong, we will make it right.

Our mixes are food. For safety reasons, we do not accept returns of pouches, whether opened or unopened, and we cannot resell food that has left our care. You do not need to mail a pouch back unless we ask you to.

Cancel before it ships

Orders ship within 3 to 5 business days. Email hello@biscayneandbourbon.com with your order number before the shipping confirmation goes out, and we will cancel the order and refund the product, tax, and the $4.99 shipping fee.

Once an order has shipped, it cannot be canceled.

Damaged, incorrect, or missing

Contact us within 7 days of delivery if:

  • A pouch arrives damaged, opened, or leaking

  • You received the wrong mix

  • An item is missing from the box

  • A pouch is short, stale, or not what the label describes

Email hello@biscayneandbourbon.com with:

  • Your order number

  • A short note about what went wrong

  • Photos of the pouch, the shipping label, and the box

We will replace the affected pouches or refund them. You choose. If the whole order is affected, the refund includes the product, tax, and the $4.99 shipping fee. If only some pouches are affected, we will refund or replace them.

Do not throw the pouch away until we reply, in case we need one more photo. Please do not mail it back unless we ask.

Lost packages

If tracking has not moved for several days, or it says delivered and the package is not there, email us within 14 days of the ship date. Include your order number. We will check with USPS. If the package is lost, we will replace it or refund the order, including shipping.

What we cannot refund

  • A change of mind after the order ships

  • A pouch you opened and decided not to bake

  • A result that came from not following the pouch directions, such as the wrong pan, temperature, or added ingredients

  • An allergen or ingredient that is already listed on the pouch and the product page

  • Orders placed outside this policy's contact window, unless the problem could not have been seen sooner

If you think an allergen was in a mix and was not listed on the label, email us right away. Do not eat the product.

How refunds are paid

Refunds go back to the original payment method. If you would rather have store credit, say so in your email.

We approve or decline a request within 2 business days. After we issue a refund, your bank or card company usually shows it in 5 to 10 business days. We do not control that timing.

Gifts

If the mix was a gift, the person who placed the order should email us, or the recipient can email us with the order number. We will replace a damaged or incorrect gift or refund the purchaser.

Wholesale

Wholesale orders are handled separately. Email orders@biscayneandbourbon.com with your order number.

Questions

Email hello@biscayneandbourbon.com. Please include your order number so we can locate it quickly.