Effective Date: 10/30/2025

Last Updated: 10/30/2025

At Hearten Company, every pastry is handcrafted to order with care and attention. Because our products are perishable and made fresh for each customer, we are unable to offer refunds in most circumstances once production has begun.

The following policy ensures fairness while maintaining the quality and integrity of our baked goods.

1. Order Cancellations

• Orders may be cancelled or modified up to Wednesday at 12:00 PM (noon) before your scheduled delivery day.

• To request a cancellation, email info@heartencompany.com with your order number and the name used at checkout.

• After production has started (typically Wednesday afternoon), all orders are considered final and cannot be cancelled or refunded.

2. Missed Deliveries

• Our delivery team follows set weekly routes:

  • Fresno & Clovis: Thursdays 4:30–6:30 PM

  • Madera: Thursdays 5:00–7:00 PM

  • Merced: Fridays 7:30–11:30 AM

• Please ensure someone is available to receive your order during these windows.

• If no one is available and the order must be left at the delivery location, Hearten Company is not responsible for product quality or freshness after drop-off.

• Refunds cannot be issued for missed deliveries or orders left unattended.

3. Incorrect or Damaged Orders

We take great care in packaging and delivering every order. If your order arrives incorrect, incomplete, or damaged:

1. Contact us at info@heartencompany.com within 24 hours of delivery.

2. Include your order number, a brief description of the issue, and photos if applicable.

3. Once verified, we will either:

   • Replace the affected item(s) on your next delivery date, or

   • Issue a credit toward a future order, at our discretion.

We do not offer cash refunds for perishable items unless we determine an error was made by our team.

4. Event & Catering Orders

Event or catering orders totaling over $100 must be cancelled at least 72 hours before the scheduled delivery or pickup time.

Cancellations made within 72 hours of the event are non-refundable, as ingredients and production time have already been allocated.

5. Wholesale Accounts

Wholesale and recurring business orders follow the delivery and invoicing terms outlined in your Wholesale Agreement.

Refunds or credits for wholesale clients will be handled case-by-case.

6. Delivery Errors

If we deliver to the wrong address due to an error on our end, we will remake and redeliver your order at no additional cost.

If the incorrect address was provided by the customer, we cannot guarantee redelivery or a refund.

7. Contact Us

For all refund or cancellation requests, please contact us:

Hearten Company LLC

1227 Panorama Point Ct, Merced, CA 95340

📧 info@heartencompany.com

📞 (209) 947-8510

We appreciate your understanding — as a small, handcrafted bakery, each order represents time, care, and ingredients prepared specifically for you.