How our refund policy works

If something arrives wrong — damaged in the box, the wrong pie entirely, arrived thawed, or just not up to our usual standard — we'll make it right. You can choose between a full refund back to your original payment method or a free replacement pie shipped priority to your door. That choice is yours, no questions asked, as long as you let us know within 24 hours of delivery.

When something goes wrong with your order

The quickest path to a resolution is reaching out the same day your order arrives. If your Pecan showed up with a cracked top and filling all over the box, or you ordered a Chicken Pot Pie and got a Pumpkin instead, drop us a note right away. Here's how it works:

• Full refund: We return the full amount to your original payment method. Refunds typically take 3–5 business days to show up, depending on your bank.
• Free replacement: We ship a fresh pie priority — it'll arrive within 2 business days, no charge to you.

You pick whichever option works better for you. If you needed that pie for a specific occasion and a replacement won't help, take the refund. If you'd just love to have the right pie in your hands, let us send one.

Do I need to send a photo?

Photos are genuinely helpful — they let Clarisse and the team understand what happened and keep it from happening again — but they're not required. If your box got crushed in transit and you just want it sorted, say so. We'll take your word for it.

The 24-hour window

We ask that you report quality issues within 24 hours of delivery. That's not a gotcha — it's just how we can be most helpful, especially for anything food-safety related like a pie that arrived thawed. If you notice something a little later than that, reach out anyway. Millie or Pablo will take a look and do right by you.

Change of mind or order mistakes

If you placed an order and just want to cancel before it ships, we can refund you minus the shipping cost. Once a pie is on the truck, we can't pull it back — but if you're genuinely stuck with something you can't use, email us and Pablo will see what he can do.

Catering cancellations follow a separate timeline — you can read about those in the catering section of the Help Center.

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Got a situation that doesn't quite fit any of the above? Write to us at support@perfectpies.club and a real person will get back to you — usually same day during the week.