Refund & Return Policy

Cocoa Chip Cookies  |  Effective July 20, 2026

At Cocoa Chip, we prepare our cookies by hand and in small batches. Because our cookies are perishable products, this policy explains what happens if an issue arises with your order and how we can help resolve it.

1. ALL SALES ARE FINAL

Due to the perishable nature of our products and because we cannot control how they are transported or stored once delivered, we do not accept returns or exchanges. All sales are final.

2. IF SOMETHING DID NOT GO AS EXPECTED

We take care with every order from preparation until it is handed to the carrier. Even so, we understand that an issue may occasionally arise. If something did not go as expected, we want to review it with you.

If there is an issue attributable to Cocoa Chip or confirmed by the carrier, we will carefully review your case and, when appropriate, may offer a replacement, a credit toward a future purchase, or a refund, depending on the circumstances.

3. ISSUES WE CAN REVIEW

Please contact us if:

  • you received a product different from the one you ordered;
  • products included in and paid for with your order are missing;
  • the carrier confirmed that the package was lost;
  • the carrier confirmed damage during shipping or another shipping-related incident; or
  • there is another issue clearly attributable to Cocoa Chip.

Submitting a request does not automatically mean that a refund will be issued. Each case will be reviewed individually, taking into account the available information and the circumstances of the order.

4. HOW TO REPORT AN ISSUE

Email us at hello@cocoachip.com within 24 hours of the delivery time recorded by the carrier. Include your order number, a brief description of what happened, and clear photographs of the product and packaging when applicable.

For a lost package or shipping-related incident, please also include any update, confirmation, or claim number provided by the carrier. This information will help us review your case more quickly.

5. POSSIBLE RESOLUTIONS

When a case qualifies, we may offer the resolution that is most appropriate under the circumstances:

  • a replacement of the affected product, subject to availability;
  • a credit toward a future purchase; or
  • a partial or full refund, as appropriate.

The resolution will normally apply to the affected product or portion of the order unless the issue reasonably affects the entire order.

6. ISSUES NOT COVERED

We cannot offer a replacement, credit, or refund for changes of mind, personal taste or texture preferences, normal variations in handmade products, incorrect or incomplete addresses, improper storage after delivery, consumption after the recommended freshness period, or allergies and dietary restrictions that were not reviewed before purchasing.

Small variations in shape, size, color, texture, decoration, or filling distribution are part of the handmade nature of our cookies and are not considered defects.

7. CONTACT US

Questions or concerns about an order? We are here to help:

Cocoa Chip Cookies
Houston, Texas, USA
Email: hello@cocoachip.com
Website: https://cocoachip.com