Customer Service Policy

1. Order Support

1.1 Order Placement & Confirmation

• After placing your order, you will receive an automated order confirmation email at the address you provided during checkout. This email includes your order number, itemized products, shipping address, and total cost.
• If you do not receive a confirmation within 1 hour of placing your order:
  1. Check your spam/junk folder for emails from support@purelyelizabethsale.com.
  2. Contact our team with your name and checkout details—we will verify your order status and resend the confirmation if needed.
  
  

1.2 Order Modifications & Cancellations

• Cancellation Requests: To cancel an order, email us immediately at support@purelyelizabethsale.com with the subject line: “Order Cancellation – [Your Order Number]”. We cannot guarantee cancellations for orders that have already been packed or shipped.
• Modification Requests: Changes to shipping address, product selection, or quantity must be requested via email (subject line: “Order Modification – [Your Order Number]”) before processing. We cannot modify orders once they are in transit.
• Once a cancellation or modification is approved, you will receive a confirmation email within 12 business hours.

1.3 Order Tracking

• Once your order ships, we will send a shipping confirmation email with a unique tracking number and a link to monitor delivery status.
• Tracking information may take 24–48 hours to update on the carrier’s website. If tracking shows no activity after 48 hours, contact our team, and we will investigate with the carrier on your behalf.

2. Shipping & Delivery Support

2.1 Delayed Deliveries

• If your order is not delivered by the estimated date:
  1. Use the tracking link to check for carrier delays (e.g., weather, holidays, address issues).
  2. If there is no update or the delay exceeds 3 business days beyond the estimate, contact us with your order number. We will file a carrier investigation and provide you with a resolution (e.g., re-delivery, refund) within 3–5 business days.
  
  

2.2 Lost or Stolen Packages

• We are not responsible for packages marked as “Delivered” by the carrier. If your order shows delivered but you have not received it:
  1. Check with neighbors, building management, or secure delivery locations (e.g., porches, mailrooms) for the package.
  2. Wait 48 hours—carriers may mark packages as delivered up to 2 days early.
  3. If the package is still missing after 48 hours, contact the carrier directly using the tracking number to file a claim.
  
  
• If the carrier confirms the package is lost, email us with the carrier’s claim reference number. We will process a full refund or replacement order (your choice) within 2 business days of receiving the confirmation.

2.3 Damaged or Incorrect Deliveries

• Damaged items: Products broken, crushed, or with compromised packaging (e.g., torn bags, leaks).
• Incorrect items: The wrong flavor, quantity, or product entirely.

1. Take clear photos of: (a) the damaged/incorrect items, (b) the outer shipping box, and (c) the shipping label.
2. Email us at support@purelyelizabethsale.com with the subject line: “Damaged/Incorrect Delivery – [Your Order Number]”, including the photos and a description of the issue.
3. We will review your request within 12 business hours and provide a resolution—no return necessary for damaged or incorrect food items. Resolutions include:
   • Full refund for the affected items.
   • Free replacement order shipped via standard delivery.
   
   

3. Returns & Refunds Support

3.1 Refund Requests

• Damaged, incorrect, or expired products (expired upon delivery only).
• Order cancellations approved before processing.
• Lost packages confirmed by the carrier.

1. After your request is approved, we will initiate the refund to your original payment method.
2. Refund timelines depend on your payment provider:
   • Credit/debit cards: 3–5 business days.
   • PayPal: 1–3 business days.
   
   
3. You will receive a refund confirmation email once the transaction is processed. We do not issue refunds to alternative payment methods.

3.2 Return Exceptions

4. Product & Nutrition Inquiries

• Allergen Information: Our products are certified gluten-free, non-GMO, and vegan, but they are processed in facilities that may handle nuts, soy, and dairy. For detailed allergen lists, refer to the product page or packaging. Our team can also provide personalized allergen guidance via email.
• Nutrition & Usage: If you have questions about serving sizes, dietary compatibility (e.g., keto, paleo), or storage instructions (e.g., how to keep granola fresh), our team is happy to help with clear, easy-to-follow answers.
• Product Availability: For backordered items or discontinued flavors, we will provide accurate restock timelines (if available) or suggest suitable alternatives.

5. Accessibility & Communication

• Communication Preferences: We primarily communicate via email (support@purelyelizabethsale.com), but we can accommodate alternative methods (e.g., phone follow-up) for customers with accessibility needs—just note your preference in your initial email.
• Language Support: Our customer service team is fluent in English (the primary language of our website and business). We can provide basic assistance in Spanish upon request.

6. Policy Updates