Shipping & Returns Policy

At Peapods to Chanterelles by The Passionate Chef DBA "Cheese Whats?" ("we", "us"), we take great care to ensure your snacks and crackers arrive in excellent condition. This policy outlines our shipping procedures and return conditions for both retail and wholesale customers.

Part 1: Shipping Policy

1. Where We Ship

We ship exclusively to addresses within Canada. All orders are dispatched from our facility in Toronto, Ontario.

2. Processing & Delivery Times

• Processing Time: Orders are typically processed and dispatched within 1–2 business days of payment confirmation. Weekend/Holiday orders process the next business day.
• Estimated Delivery:
  • Ontario: 1–3 business days post-dispatch.
  • Rest of Canada: Varies by carrier and distance.

Carriers: We use Freightcom to select the best option among Canada Post, Purolator, UPS, or FedEx. Tracking numbers are provided for all shipments via email confirmation.

3. Shipping Rates & Restrictions

• PO Boxes: We do not ship to PO Boxes.
• Remote Areas: Delivery to remote/rural locations is subject to carrier availability. We may contact you to arrange alternatives or issue a refund if delivery is not possible.
• Risk of Loss: Responsibility for the package passes to you once we hand it to the carrier. We are not liable for "porch piracy" or theft after confirmed delivery.

4. Incorrect Addresses

Please double-check your address at checkout. If a package is returned due to an incorrect/incomplete address provided by you:

• We cannot refund the original shipping cost.
• You are responsible for the cost of re-shipping the item.
• Refunds (if applicable) will be for the product value only, minus any return shipping fees charged to us by the carrier.

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Part 2: Returns & Refunds Policy

Food Safety Notice: Due to the perishable and hygienic nature of our food products (crackers, snacks), all sales are generally final. We do not accept returns for "change of mind" or taste preference.

1. Eligibility for Refunds/Replacements

We will happily replace items or issue a refund only under the following conditions:

• Damaged/Spoiled: Product arrived crushed, open, or spoiled.
• Defective: Quality issues with the product itself.
• Error: We shipped the wrong item.

2. Reporting Issues (Time Sensitive)

You must report any issues within 48 hours of delivery (as confirmed by carrier tracking). Reports made after this window may be denied.

How to Report:

1. Email info@cheesewhats.ca or call 647-274-3703.
2. Include your Order Number.
3. Mandatory: Attach clear photos of the damaged product and the shipping box/packaging.

[NOTE: Your draft said "7 days" for shipping issues but "48 hours" for returns. I standardized this to 48 hours for food safety claims. Shipping delays (lost packages) remain at 7 days. Is this acceptable?]

3. Refunds & Resolutions

Once your claim is approved:

• Refunds: Processed to the original payment method within 7 business days.
• Replacements: Sent at no additional cost to you.
• Shipping Costs: Original shipping is non-refundable unless the error was ours (e.g., wrong item sent).

4. Wholesale & Custom Orders

Wholesale and Custom orders are subject to the specific terms outlined in your Wholesale Agreement or Invoice. Generally, these orders are non-cancellable and non-refundable once production or shipping has begun.

5. Contact Us

Email: info@cheesewhats.ca
Phone: 647-274-3703
Address: 1A Wiltshire Ave #117, Toronto, ON M5N 2V7

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Policy effective as of February 2026.