If your pie shows up looking like it had a rough trip — crushed box, broken lattice, filling that made a run for it, or a crust that arrived at room temperature instead of frozen solid — we want to make it right, no questions asked. You can choose between a full refund or a free replacement pie, and whichever you pick, we'll move fast.
What counts as a quality issue
Any of these qualifies:
- Box or pie visibly damaged in transit (crushed, cracked, or leaked)
- Pie arrived thawed or noticeably warm (the dry ice ran out somewhere along the way)
- Wrong pie showed up — you ordered a Pecan and got a Pumpkin, or a Chicken Pot when you wanted a Chocolate Silk
- Something was clearly off with the bake itself when you opened it
Your two options
Full refund. We'll 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. Clarisse will pull a fresh one and we'll ship it priority — it'll be at your door within 2 business days at no charge to you.
The choice is entirely yours. Neither option costs you anything extra, including shipping on the replacement.
How to let us know
Reach out within 24 hours of delivery and we'll handle it on the spot. After that window, we'll still do our best — it just may take a little longer to sort out.
You don't need to send photos, but if you have them, they genuinely help. A quick snapshot of the box or the pie itself goes a long way when we're tracking down what went wrong with a shipment.
A note on thawed pies
If your pie arrived warm or fully thawed, please don't eat it — we'd rather send you a fresh one than have you take a chance on food safety. Frozen pies should arrive still cold or only slightly soft in the center. If it's room temperature all the way through when you open the box, that's a replacement situation, full stop.
One thing to keep in mind
The Banana Cream is the one pie we don't ship frozen — the custard doesn't travel well, so it's local pickup and delivery only. If you're in the Carlisle area and your Banana Cream arrived in rough shape, the same 24-hour window and replacement policy still applies; just reach out and Elliot will get a fresh one out to you.
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Reach out anytime you're not happy with what showed up — drop us a line at support@perfectpies.club and we'll get you taken care of.
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