Return to Help Index
Shipping Information
Damage Claims Form
 

Download Claim Form Here
Damage Claim Policy

We at Lady Fortunes Gourmet Cookie Company have over a decade of experience in providing the greatest care in shipping our gourmet gifts. We ship our packages to withstand the rigors of transit. Despite our best efforts, damage sometimes happens. And when it does, it is frustrating- but we can help. We strongly recommend that favors and items used for a specific event are order for delivery in advance of the actual in hands date. That way, we can take measures to help correct lost or damaged packages while we file a claim with the carrier. We ship via UPS- and have great faith in their service-before and after delivery. If your package has been damaged, we will take all the necessary steps to ensure swift and effective resolution of your damaged package.

Damage Claim Procedure

  1. INSPECT YOUR PACKAGE

When you receive your shipment, it is very important to inspect your package for any sign of damage. Crushed or indented boxes may be a sign that your product has been damaged inside the box.

  1. REPORT THE DAMAGE

Our carrier requires that all visible damage is reported within 24 hours of receipt. Visible damage includes dents, crushed corners to your outer shipping carton. Concealed damage must be reported within 48 hours. Concealed damage includes any damage/breakage sustained by product within your shipping carton. You may report the damage to the driver upon delivery; if that option is not available, please contact our offices to start the Claim Process. Lady Fortunes cannot reimburse anyone on damage goods that have not followed our Claim Procedure.

  1. ALL CLAIMS MUST BE SUBMITTED IN WRITING TO: CUSTOMERSERVICE@LADYFORTUNES.COM

Please reference your order # or PO # in the subject line of your email.

Please make sure to include the following information in your claim:

*Your Name & Address

*Your Order# or PO#

*Your daytime phone number so we can reach you.

*A complete description of the outer shipping box detailing any damage to the shipping box. Photos would be very helpful with your claim.

*Your desired resolution: reship or refund?

4. RETAIN ALL ORIGINAL GOODS AND PACKAGING!

In order to honor you claim, the carrier will require that you hold on to original shipping materials, packaging and goods until instructed further. Typically, we will notify you within 72 hours of your claim on whether the carrier will be picking up the damaged goods for inspection.

Damage Claims are typically resolved within 7-10 working days. We will notify you once a claim is settles. You may be charged for any shipping charges and/or reshipped product in the event that the carrier denies the claim.

THIRD PARTY ACCOUNT CLAIMS: All Claims on product billed to a 3rd Party Account must be handled by the account holder: no exceptions.

DROP SHIP FORM
  Find Lady Fortunes Drop Ship Form by clicking the link below:
DROP SHIP FORM
Requested Shipping Date
 

Lady Fortunes offers an option to choose your SHIP DATE which is located on the check out page. This service is optional for customers who want their packages to SHIP ON a certain date.

Left unchecked, we will ship most products “same day” when the order is received by 3:00pm EST/ Noon PST (2pm CST) on a regular business day, Monday through Friday.

Product will ship via the ship method selected and will arrive the appropriate time frame given that method of shipment.

Lady Fortunes is not responsible for packages that are delayed in transit due to carrier issues. We always recommend having your product delivered several working days in advance of when you need your goods.

Please bear in mind that transit delays and other issues do occur- our carrier does their best to deliver on time, but there is no way to guarantee 100% exact delivery.

Should there be any delay on our end in shipping your product, we will contact you and make arrangements to deliver your product by when you need it.

Please refer to our UPS Transit Times Chart Below for more information on delivery commitments for UPS Ground packages.

Summer Shipping and Breakage Questions
 

Do You Ship Your Products During Summer?

Yes. Between early May - October we recommend shipping ALL chocolate products with our re-usable 12oz Ice Packs via UPS® Next Day Air or 2-Day Air* to prevent melting. It is your responsibility to ensure that the recipient is home to receive their package to prevent melting while sitting outside. We recommend shipping to a business address for earlier delivery and to ensure receipt of the delivery. *2-Day Air is available to destinations with temperatures below 85 degrees Fahrenheit.

We also offer a Buttercream Confectionery Dip which looks exactly like our Belgian White Chocolate and is available to ship Ground year ‘round! Please contact our Confectionery Consultants for more information.

Will My Cookies Arrive Safely?

It took us over a year to develop our shipping boxes and packaging materials. We guarantee your cookies will arrive in absolutely perfect condition or we will replace them or give you a full refund. In the rare event that your or your recipient should receive a broken cookie, please contact us immediately so we can make it right.

Your 100% Satisfaction Is Guaranteed! Lady Fortunes® invests a great deal of care and consideration into the development, packaging and shipping of all of our gifts. We guarantee that you and those who receive your gifts will be completely delighted, otherwise we will replace your gift or issue a refund. We want your experience to be a “fortune”-ate one!

Where Do You Ship?
  Lady Fortunes ships to all 50 United States, however shipping rates apply to the Continental United States- not Alaska and Hawaii.
We provide a quote for shipping to Alaska and Hawaii as the rates vary dramatically depending on where your package is shipped.
We do NOT ship to P.O. Boxes, APO's or FPO's as UPS does not deliver to these addresses at this time.


INTERNATIONAL SHIPMENTS
Lady Fortunes ships International shipments via International Brokers. We do not ship packages to International destinations due to duties, customs and fees assessed and billed to us by the carrier at a later time.

We strongly recommend shipping International packages to a domestic address and forwarding on to their final International destination.

On Corporate Orders, we ship Internationals on a limited basis and require an International Shipment Waiver to be signed prior to the shipment releasing us of liability for any transit delays or loss in transit. We also reserve the right to bull for any additional charges billed to us at a later time by carrier- that later time is indefinite according to UPS and FedEx, as they reserve the right to bill at anytime.

We assess a $25.00 Commercial Invoice fee in addition to the shipping & handling charges. We prepare documentation and paperwork for all of our International Shipments.

Once a package leaves our facility, we have very little control on delivery to International locations.

Package Delivery
 
When Will My Order Ship?
 

Shipping Rates