Refund policy

Return & Refund Policy

Thank you for choosing us to bake for your special occasion! Because all of our custom cookies, cupcakes, and baked goods are made-to-order and handcrafted specifically for your event, we have established the following return, refund, and payment policies:

1. All Custom Orders are Non-Refundable

  • Due to the personalized and perishable nature of custom home-baked goods, all custom orders are completely non-refundable.

  • Once an order is baked and decorated, it cannot be resold. Therefore, we are unable to accept returns or issue refunds on custom-baked items under any circumstances.

2. Order Deposits & Calendar Securing

  • 50% Non-Refundable Deposit: To secure your date and ensure your order is officially placed on our baking calendar, a 50% non-refundable deposit is required within 24 hours of receiving your invoice.

  • 24-Hour Cancellation Policy: If the deposit is not received within 24 hours of invoice issuance, the invoice will be automatically cancelled, and your requested date will be removed from the calendar.

  • Rebooking: We operate on a first-come, first-served basis. If your invoice is cancelled due to non-payment, we cannot guarantee that we will be able to add you back onto the calendar if our schedule becomes fully booked in the meantime.

3. Final Payment & Deadlines

  • Due Date: Your remaining balance (final payment) is due in full 2 weeks prior to your scheduled pickup date.

  • Weddings & Large Events: This 2-week final payment deadline applies to all orders, including wedding requests and large event catering.

  • Failure to pay the remaining balance by the 2-week deadline may result in the cancellation of your order and the forfeiture of your initial non-refundable deposit.

4. Event Rescheduling by Client

  • If you need to reschedule your event or adjust your pickup date, please contact us as soon as possible.

  • While we will do our best to accommodate date changes with advance notice, rescheduling is strictly subject to our calendar availability and cannot be guaranteed.

5. Pickup & Quality Acceptance

  • Please inspect your custom order upon local pickup in Nicholasville/Lexington.

  • Once the product leaves our home bakery premises, A Traveling Cookie is no longer responsible for any damage caused by transit, improper handling, or improper storage (such as leaving items in a hot vehicle or refrigerating items that should remain at room temperature).