By purchasing products from the Uncle Henry’s Pretzel Bakery website or by telephone direct from Uncle Henry’s Pretzel Bakery, you agree to the terms and conditions below. Uncle Henry’s Pretzel Bakery (sometimes referred to as “we” or “us”) reserves the right change, amend or update this Policy at any time. The Policy as stated on this webpage at the time of your purchase shall control.
1. The date your order is placed is the “Order Date.” The date your order is shipped from our facility is the “Ship Date.”
2. If you placed your order on our website, you will receive two emails on or about the Ship Date. One email will be from us, confirming that your order has shipped, and one will be from the carrier (such as USPS, FedEx or UPS), containing a tracking number. Please note that the email from the carrier is not generated by us, and we are not responsible for correspondence from the carrier in any way, including if the carrier fails to send you an email with tracking information.
3. We ship most orders approximately 2-5 business days from the Order Date, as long as all items in your order are in stock at our facility. Tracking information may not be available immediately after your order ships. We do not control tracking numbers and are not responsible for any information or tracking number provided by the carrier or that the carrier may fail to provide.
4. If any item in your order is not in stock, your entire order will be placed on “Hold” until all items are in stock and can be shipped together. We will notify you if your order is placed on “Hold.” When all items are in stock, your order will be shipped.
5. All prices listed include shipping and handling.
6. Delivery times vary upon location. Please allow 3-12 business days after the Ship Date for your order to arrive. If you do not receive your order, please contact us, and please include your order number or have your order number ready when you call.
7. We ship our packages through USPS, FedEx or UPS. If you have a preference on which carrier you would like your order shipped with, please contact us, and we will do our best to accommodate you. However, we reserve the right to ship through any carrier and cannot guarantee any particular carrier. We will not be responsible for shipping through a carrier different from any preference expressed to us. Please note that FedEx does not deliver to P.O. boxes, so all shipments to P.O. boxes will be made via USPS.
8. We ship all packages with biodegradable packing peanuts.
9. While pretzels are shelf-stable, they are also fragile, and we do not guarantee that pretzels arrive whole. Some breakage is likely to occur during shipment, but breakage will not affect the quality, safety or taste of the pretzel. We do not replace or refund any item for breakage.
10. If you ordered an item with chocolate, some melting may occur. Pretzels, including those that include chocolate, are not shipped by temperature-controlled means. We are not responsible for any melting that may occur. Melting does not affect the quality, safety or taste of the pretzel. We do not replace or refund any item for melting.
11. With the exception of ingredients, identity and quality of our products, we do not guarantee exact shape, size, texture, color or any other characteristic of any product in any item, as all of our products are handmade, and some minor variation will occur. We do not accept returns or exchanges for any such variation.
12. Decorative packaging material may vary from the designs seen on the website, and we cannot guarantee any specific design, color or theme. We do not accept returns for decorative packaging.
13. If you ordered the incorrect item(s), or you changed you mind, you may change or cancel your order at any time before the Ship Date by contacting us. Once your order has shipped, all sales are final, and we cannot offer exchanges or refunds of any item once it has shipped.
14. If you receive an item that you believe we shipped you in error, or you did not receive all items in your order, please DO NOT OPEN the product retail packaging. Please send the invoice number, order number or receipt, code date, UPC Code and a photograph of the package, to pretzels@unclehenry.com within 15 calendar days of the Ship Date. We may issue a replacement upon receipt of your information regarding incorrect item(s). We will not issue a replacement if your information is received more than 15 days after the Ship Date. We cannot issue a replacement without the information regarding your incorrect item(s).
15. If your order arrives in packaging that is damaged or destroyed, please DO NOT OPEN any intact packaging. First, photograph the outside of the shipping package. Then, open the shipping package and photograph the inside. Please send the invoice number or order number, code date, and UPC Code, as well as photographs of each side of the packaging (including top and bottom) to pretzels@unclehenry.com within 15 calendar days of the Ship Date. We may issue a replacement or a refund upon receipt of your information regarding damaged or destroyed packaging. We will not issue a refund or replacement if your information is received more than 15 days after the Ship Date. We reserve the right to decline to issue a refund or replacement for any product that appears to be opened or tampered with by you.
16. We cannot, in any event, accept returns of product, due to food safety and security concerns.
17. We are not responsible for any incorrect information, including names and addresses, provided by you. Please review all information before placing your order and when you receive email confirmation of your order. Please contact us if you made an error on any information in your order. We will not issue any refund or replacement for any order not received due to you providing incorrect information on your order. If we receive a returned package as non-deliverable because you provided incorrect information, we will contact you to arrange for reshipment of your order. All reshipments due to you providing incorrect information will be assessed a minimum shipping charge of $20.00. We will not issue a refund if you request that we do not re-ship your order.
18. If your package arrives and the product does not meet with your approval, understand that we do not refund or reship as a result of slight variations in product appearance, including the degree of darkness of our Extra Dark pretzels. If there is a problem with the product (other than slight variations in appearance), photographs of the pretzels and photographs of the bag with the label showing must be emailed to pretzels@unclehenry.com including with the email the order number.
If you have any questions, please contact us, and we will be happy to assist you. We strive to answer or return all phone calls within the same business day, but please allow 2-3 business days for us to return your call or email.
If you purchased our products from another website or through another retailer, please contact that seller directly. Uncle Henry’s Pretzel Bakery is not responsible for orders or shipments through any third-party seller.