Customer care
Refund policy.
We stand behind every box. If something isn't right, we'll make it right.
Damaged or Defective Items
If your order arrives damaged, melted, or otherwise defective, contact us within 7 days of delivery with clear photos and your order number. Refunds or replacements are approved after we verify the issue — for example, chocolate items left on a porch for an extended time may not qualify if the damage resulted from delayed pickup rather than a shipping problem.
Incorrect Orders
If you received the wrong product or quantity, let us know within 7 days of delivery. We'll ship the correct items to you at no charge.
Perishable Goods
Our treats are made fresh and to order. Because they are perishable and custom-prepared, we do not offer refunds on perishable goods. At our discretion, we may offer store credit on a case-by-case basis.
Gift Cards
Gift card purchases are final and non-refundable. Gift cards may not be redeemed for cash, but they can be used toward any future Bitoy's Sweet Treats order.
Fundraiser Orders
Fundraiser orders may ship during the fundraiser or after it closes, depending on production and logistics. Because these orders are made fresh and batched for your cause, we do not accept cancellations at any time. Damaged or defective items are still covered under our replacement policy.
Shipping Delays & Missed Deliveries
We are not responsible for delayed, misdelivered, or missed packages once the carrier has accepted the shipment. Tracking information is provided for every order, so please keep an eye out and retrieve your treats promptly — especially in warm weather.
How to Make It Right
Something not perfect? Email orders@bitoysbrands.com with your order number, a quick note, and photos if applicable. We'll do our best to sweeten the situation within 3-5 business days.
Questions? Email orders@bitoysbrands.com