Need help? Shoot us an e-mail at help@auntieshellskitchen.com. Please allow up to 48 hours (Monday–Friday) for our customer service team to get back to you.

Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for baked and/or cooked orders. 

All products are the responsibility of the customer once it has been picked up or delivered and signed for. We are not responsible for any kind of damage during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your purchase Auntie Shell’s Kitchen LLC assumes no liability of any kind. Keep in mind that baked and cooked goods are very fragile, and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.

Changes & Cancellations

ONLY FOR STANDARD Auntie Shell’s Kitchen Orders:

• Cancellations can be made up to 1 day after payment confirmation for standard Auntie Shell’s Kitchen Creations only.

• Changes and cancellations cannot be made to DesignIT!, custom, or special orders.

**confirmation is made upon receiving payment**

SHIPPING & HANDLING (U.S. ONLY)

Orders are processed Monday–Friday, excluding holidays.

• At this time we do not ship orders outside the United States.
• Due to the current shipping processes that are beyond our control depending on the carrier some orders may take as long as 10 days to receive.

• TRACKING INFORMATION

  Once your order has been shipped, a confirmation email with a courier tracking number will be sent out within 48 hours.

• LOST OR STOLEN PACKAGES

  The shipping courier is responsible for the delivery of your package. In the case of a lost or stolen package, it is the responsibility of the courier, and all inquiries must be directed to them. We are not responsible for packages once proof of delivery is provided to us.

• COURIER SPECIFIC DELIVERY ERRORS

  Once your order is packed and given to the shipping courier (USPS, UPS, Fedex, or DHL), the ultimate delivery of that package is expected but out of our direct control. If your order shows fulfilled in our system and shows delivered via courier tracking number but you do not have your product for any reason, we reserve the right at our sole discretion to determine if to re-ship your order. We may require an additional shipping fee in order to re-ship. In addition, approved re-shipments may not happen more than once per order. Lastly, all re-shipment requests must be made within 15 days of your order showing fulfilled in our system. After that time we are unable to re-ship under any circumstances. Please reach out to the courier if you need assistance with a shipment that has not arrived to you. If you have any further questions regarding your order please contact Auntie Shell’s Kitchen LLC delivery@auntieshellskitchen.com.