Refund Policy - The Sugar Mill Snack Box

The Sugar Mill Snack Box LLC

Refund Policy

DEFINITIONS

Vendor: the retailer which we (The Sugar Mill Snack Box and/or subsidiaries) have purchased goods from at full resale. This includes Buc-ee's and also includes non Buc-ee's goods from our other vendors for our mystery items, gift items, in the Bestseller Box. This refund policy also pertains to The Sugar Mill Snack Box Deluxe Edition, and any “One Time Purchase" option Boxes we offer throughout the year, for example: The holiday season we offer One time purchase options of our Bestseller FAN BOX to send as gifts for family and friends. We have any combination of these types of subscription boxes, and One Time box specials that can contain multiple vendors and suppliers at any given time.

We = The Sugar Mill Snack Box LLC and subsidiary companies.

---

DAMAGED GOODS

Do not discard your damaged goods, doing so will void the ability to process a claim and receive a refund. With your damaged goods, please follow these steps:

1 - Send us photo evidence of the damage.

2 - Take the damaged goods to the local post office to receive the claim number.

With our claim and your evidence, it will be sent to the USPS claims office where we, The Sugar Mill Snack Box LLC will await the verdict of the claim.

Once the carrier has approved the claim, we will promptly reship or refund, whichever you prefer.

Only damaged items qualify for a refund.

---

WORKMANSHIP

Here at The Sugar Mill Snack Box and Our subsidiaries, our commitment to quality and creating an environment of customer satisfaction and loyalty is what drives our business. We specialize in offering new and unused items sourced directly from vendors and, in some cases, selected from shelving that was accessible to the public. While we ensure that all items we resell are as described by our vendors, please understand that, although not common, there may be instances where items show evidence of tampering by others.

We do not manufacture these items and, as such, cannot make warranties or guarantees regarding their fit, comfort, working order, or personal satisfaction. However, we are dedicated to transparency and honesty in all our transactions. We encourage you to review product descriptions carefully before making a purchase to ensure it meets your expectations. Our model is straightforward: we offer products in the condition they are received from our vendors or bought off the shelf, and you purchase them in that same condition. We have pictures of the products and pertinent information for them, including the information provided on the packages stating Nutritional Facts. These are subject to change at any time there is an update, and new products are released with new information for the same product. Including but not limited to a change of nutrition information, a change of the packaging design, a change of the product dimensions, volume, or weight.

Should you have any questions or concerns about our products, we are here to assist you. We believe in fostering a transparent and supportive shopping experience for all our customers, because that loyalty is the reason we do what we do.

---

DELAYED FULFILLMENT

At The Sugar Mill Snack Box, we pride ourselves on purchasing all items for the subscription boxes, “One-time purchases” boxes, and Southern vendors’ items days before the process of packing and shipping happen, and weeks for household goods/utensils and custom handcrafted and personalized items. We do not have inventory that sits for months, waiting to be purchased by customers. These items are bought fresh and shipped very quickly to the shipping date of the 15^th of each month (excluding Sundays) freshness is one of our core focuses to be able to ship to you at the allotted subscription box shipping week-and knowing that the items are the freshest available at the time of purchase. However, on rare occasions, discrepancies such as inadvertent damage or inventory miscounts may occur, potentially leading to situations where items sold are not immediately available, there may be a delay with shipping as well-we cannot control 3^rd party shipping facilities, airport logistics, or union strikes.

In the unlikely event that an item you've purchased is not available for the subscription box ship out date, our team will promptly reach out to you with updates and potential solutions. We understand the importance of your orders and strive to resolve such issues as quickly as possible.

We travel hundreds of miles to buy these items for resell-so you don’t have to! We appreciate your understanding and patience in these rare instances.

---

DELAYED WHILE IN TRANSIT

Regardless of the shipping type which you have purchased (different shipping speeds will roll out throughout the year), delays may occur which are outside of our control. Since Covid-19, all carriers, (UPS, USPS, Fed Ex, DHL) stated no guarantees that goods will arrive on time. However, if goods are late more than 30 days, they are willing to work with the consumer.

For that reason, our policy mirrors that of our carriers, which is: Domestic (within USA) shipments that have been delayed by more than 30 days, and less than 60 days are eligible for a refund if they have stalled in transit. These are rare occurances, and we will promptly send a replacement subscription box or give a credit on your next month's subscription box.

We do not ship Internationally at this time.

We are not responsible for damage or expiry to goods due to delays in shipment.

---

INSURING SHIPMENT

If you are worried about your shipment having issues with your shipment, we highly suggest purchasing this shipping insurance. Especially for the Deluxe Edition that is shipped four times during the year. Instances where this shipping insurance will help you include:

Items are broken in transit due to our workmanship

Items are lost or stolen in transit (not after transit)

Shipping insurance does not cover items that have become lost after being marked as delivered. Please note the shipping updates and times of arrival for when your Sugar Mill Subscription box is due to arrive!

---

RETURNS

If your item meets the following criteria, you are eligible for a return for a partial refund, which will be the original value of the goods minus a 15% restocking fee:

Unused and in new condition (unwashed AND tags are still on the original piece).

Not a discounted item (on sale, clearance, etc.).

Delivered within the last 21 days.

Not a holiday/seasonal item for which the holiday/season has passed.

Not a perishable good.

Located within the US.

Approved for a return by IdaClaire@thesugarmillsnackbox.com

Once your return is approved and the criteria verified, you have the option to use a return shipping label provided by us for a market-rate fee or purchase return shipping on your own. Please include your original packing slip for easier order identification.

Upon arrival at our facility, your item will be inspected to ensure it's in new condition. If approved, we will issue your refund for the original value of the goods, minus the restocking fee. Items returned washed will be considered used and ineligible for a refund.

Your refund will be processed once the return inspection is complete. Please allow 1-5 business days for return processing, which may extend during holiday seasons. After processing, allow up to 14 days for your bank to post the credit.

---

EXCHANGES

If you find that you need a different size for your item, we're here to help facilitate an exchange. Please note this is for Mystery items where applicable. Please note, there are some associated fees with exchanges to cover return shipping, reshipping, and restocking of the returned item. The restocking fee is 15% of the item's value. We aim to make this process as smooth as possible and appreciate your understanding that these fees help us maintain our service standards.

Items marked as non-returnable, which are detailed in the section above, cannot be exchanged. If you have any questions or need assistance with your exchange, please don't hesitate to contact our customer service team at IdaClaire@thesugarmillsnackbox.com

---

CANCELLING AN ORDER

Cancellation Window:

You cancancel your subscription at any time prior to the cut off date; preparation for shipping. This period extends from the moment the order is placed until the moment it enters the shipping preparation phase. This window is typically anywhere between a few minutes to less than 24 hours.

Cancellation Process:

To initiate an order cancellation, go to your dashboard-cancellations and submit.

Shipping Preparation Phase: Once your order has entered the shipping preparation phase, it signifies that it is nearing readiness for and the final touches that we labor over, to wrap the whole Sugar Mill Snack Box up in a tidy bow! At this point, the cancellation option will no longer be available, as the Sugar Mill team will have already begun packaging and organizing the shipment.

Fairness and Transparency: Our commitment to fairness and transparency underpins this policy. We believe that granting customers the ability to cancel orders until the point of shipping preparation is a balanced approach that acknowledges the need for flexibility while also respecting the operational processes that follow order confirmation.