SHIPPING POLICY:

At The Caramel Tree®, we thank you for the support of our small business, and we are committed to ensuring you have a positive experience with every order! We take great pride in our products and services, and we want you to be delighted with your purchase. However, it’s important to acknowledge that some factors are beyond our control, and we strive to maintain fairness for both of us. Please review the following shipping policies:

1. No Departures on Saturdays: Please note that our shipping operations do not occur on Saturdays. Orders placed on Fridays will be dispatched on the following Monday (or next business day if Monday is a holiday)
2. Fulfillment Timeframe: Our products are freshly crafted with care. Please allow 1-2 business days for order processing and fulfillment before shipment.
3. Warm Weather Shipping Schedule: During warmer months, we do not ship Apples or Chocolate items Thursday through Saturday. This helps prevent your treats from sitting in a hot warehouse or delivery truck over the weekend. Our warm-weather shipping window runs Monday through Wednesday and may vary depending on your shipping region. We actively monitor weather conditions and adjust this schedule as needed—typically from May through October—to ensure your order arrives in perfect condition.
4. UPS Shipping Days: Please note that UPS shipping days are business days (Monday–Friday). For example, selecting UPS 2nd Day Air on a Thursday does not mean your package will arrive on Saturday. It will typically be delivered the following Monday.
5. No Guaranteed Arrival Dates: While we do our best to ensure prompt delivery, we cannot guarantee specific arrival dates due to potential delays by shipping carriers or unforeseen circumstances. We appreciate your understanding of these limitations. For more information on estimated delivery times, please refer to the following links:  
      - USPS Delivery Timeframes
      - UPS Delivery Timeframes
6. Shipping Carrier Responsibility: Once your order leaves our facility, it is in the hands of the shipping carrier. While we make every effort to assist you in the event of an issue, we cannot be held responsible for delays, damages, or other problems that occur during transit. We trust that you understand that carrier performance is outside of our control as a small business, but we will work with you in every instance to find a fair resolution and that you are taken care of.
7. No Guarantee for Damaged Shipments: We take every precaution to package your order securely, including the use of custom thermal shipping liners and ice packs during hot months to help protect our products from extreme temperatures. However, we cannot guarantee against damage that may occur during shipping. If you receive a damaged shipment, please contact us immediately, and we will do our best to help resolve the situation.

REFUND POLICY:

At The Caramel Tree®, your satisfaction is our priority. We believe in treating our customers fairly and want to ensure you have the best possible experience. However, it’s important to note that refunds will be considered only in specific situations where we are at fault. Please review our refund policy:

1. Timeframe: Refunds will be considered if it is submitted within 7 days of delivery. Refunds will also be given if you decide to cancel your order before it has been shipped.
2. Limitations on Refunds: We will monitor issues that arise due to shipping carrier errors or delays, or for damage that occurs during transit, on a case by case basis as these factors are outside our control. We appreciate your understanding in these cases and will work with you to find a solution that is fair to both parties.
3. Store Credit Option: To maintain goodwill, we may offer store credit in the form of a promo code toward a future purchase, even in cases where a full refund may not be applicable or it was a carrier issue. This will be considered on a case-by-case basis, with the goal of ensuring a positive experience for you.

To optimize your experience with us, please keep the following points in mind:

• Given the perishable nature of our products, we do not accept returns of physical products.
• Our caramel and confections are crafted fresh without preservatives, so we recommend consuming them within the timeframe indicated on the product pages.
• When selecting a shipping address, please ensure that someone will be available to receive the package promptly, minimizing exposure to adverse weather conditions.
• We cannot be held liable for unclaimed packages resulting from incorrect addresses provided at the time of purchase. However, we are committed to assisting you in rectifying any address-related errors.
• Please remain mindful of unforeseen weather events or shipping delays beyond our control, which may impact delivery times. Rest assured, we will do our utmost to support you should such circumstances arise.

We want your experience with The Caramel Tree® to be as sweet as our products, and we value your trust and understanding as we work together to ensure fairness and satisfaction for both parties.

Email us at info@thecarameltree.com if you experience any issues or are not fully satisfied and we will work to find a solution. It always helps us to send us photos of the shipment - the other box, inner box, and the contents to understand and improve where possible.