Returns policy

If something is wrong with your order or your visit, we will put it right. Contact us as soon as you can, with your order or booking number, and we will replace it, redo it or refund it — your choice where more than one is possible.

If something is wrong with an item

• Damaged or the wrong item: contact us within 7 days of pickup or delivery, with your order number and a photo. We will replace the item or refund it.
• Missing item: contact us within 7 days and we will send it or refund it.

Cancelling an order

• You can cancel an order until we start preparing it. Contact us as soon as you can.

Food items

• Our treats are food, so we cannot take back items that have been opened or eaten.
• Spoiled on arrival: contact us within 7 days with a photo, and we will replace or refund it.
• Items kept in poor conditions after pickup or delivery (for example, left in heat) cannot be returned.

Custom orders

• You can cancel a custom order before we accept it. Once we have started making it, it cannot be returned, and a deposit already paid may not be refundable; the amount is shown when you order.

Bookings

• You can cancel a booking within the time shown when you book; cancelled in time, your deposit is refunded. A booking cancelled later, or a no-show, keeps the deposit.
• If we have to cancel, your deposit is refunded in full.

Monthly boxes

• Pause or cancel at any time in My Account, under Treat boxes. A box already charged is still sent.

Refunds

Refunds go back to the card you paid with. Your bank may take 5 to 10 business days to show them. Something paid at the store is refunded at the store.

Contact

To report a problem or ask about a refund: contact Deep Treats Lab at maggie@deeptreats.com.