Shipping policy
Processing Time
Our cookies are made to order to ensure freshness and quality.
Please allow 5 - 6 business days for us to prepare and bake your items before they are shipped. Business days are from Monday to Friday, excluding public holidays.
Shipping Methods and Delivery Times
We deliver across the USA and Canada.
Standard delivery typically takes 3–10 business days, depending on the destination.
Please note, these times are estimates and may vary due to external factors beyond our control, such as weather conditions or postal service delays.
Cookie Packaging Method
To help preserve freshness and quality during transit, our cookies are carefully vacuum-sealed before shipping. This protective packaging helps maintain their texture and freshness throughout the delivery process, so they arrive ready to enjoy.
Shipping Costs
Shipping costs are calculated based on the weight of your order and the shipping method chosen. The final shipping fee will be displayed at checkout before you complete your purchase.
Tracking Your Order
You will receive a tracking number once your order has been dispatched. This will allow you to monitor the status of your delivery via the courier’s website.
Customs and Import Taxes
For international shipping (when applicable), buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Lost & Damaged Orders
Once your order has been handed over to the shipping carrier, KetoMe is not liable for lost or damaged packages. If your package is lost during transit, please contact the carrier directly to file a claim. However, if you need further assistance, feel free to reach out to us at info@ketome.shop and we will do our best to support you.
Incorrect Shipping Address & Undeliverable Packages
Packages returned as undeliverable due to an incorrect shipping address provided by the customer, or packages refused by the customer, are not eligible for a refund.
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you placed an order with incorerct shipping address, please contact us as soon as possible so we can update it before your order ships.
Once the cookies have been shipped, we are unable to make any changes to the shipping address. It is the customer's responsibility to contact the shipping carrier directly to resolve any delivery issues.
Contact Us
Should you have any questions about your order or shipping options, please do not hesitate to contact us at info@ketome.shop. We are here to help and ensure that your experience with us is as delightful as our pastries.
Thank you for supporting our homemade pastry business. We look forward to serving you.