Refund policy
Returns and Refunds
We want you to feel confident purchasing from Echo’s Treats. Please review the following policy before placing your order.
Returns on Non-Food Items
We accept returns on eligible non-food merchandise within 30 days of receiving or picking up your order.
To qualify for a return, the item must be:
- Unused and in its original condition
- In its original packaging
- Accompanied by a receipt or other proof of purchase
To request a return, contact us at support@echostreats.com before returning the item. If your return is approved, we will provide instructions for returning or dropping off your purchase.
Items returned without prior approval may not be accepted.
Unless the item was damaged, defective, or incorrect, the customer is responsible for any costs associated with returning it.
Dog Treats and Other Non-Returnable Items
For food safety and quality reasons, dog treats, canine beverages, and other edible products cannot be returned or exchanged.
We also cannot accept returns on:
- Custom, personalized, or made-to-order products
- Celebration cakes and specially prepared orders
- Opened or used products
- Gift cards
- Final-sale items
Please contact us before ordering if you have questions about ingredients, customization, sizing, pickup, or whether a product is eligible for return.
Damaged, Defective, or Incorrect Orders
Please inspect your order when you receive or pick it up. Contact us as soon as possible if an item is damaged, defective, or different from what you ordered.
Email support@echostreats.com with:
- Your name and order number
- A description of the problem
- Clear photos of the item and its packaging, when applicable
Please keep the item and packaging until we have reviewed the issue. Depending on the circumstances, we may offer a replacement, refund, store credit, or another appropriate solution.
Order Cancellations
Contact us as soon as possible if you need to cancel an order.
Custom, personalized, perishable, and made-to-order products may only be canceled before preparation or production has begun. Once work has started or ingredients and materials have been committed specifically to the order, it may no longer qualify for cancellation or refund.
Pre-orders must be canceled before the ordering deadline shown for that market or pickup date.
Wedding and Large-Event Orders
A 50% nonrefundable reservation deposit is required for all wedding cakes and custom wedding or large-event orders. Your date is not reserved until the deposit has been received.
The remaining 50% balance must be paid by the deadline listed on your invoice or order agreement.
If a fully paid wedding or large-event order is canceled before production or custom preparation has begun, the amount paid above the 50% reservation deposit will be refunded. The reservation deposit remains nonrefundable because it covers planning, administrative work, and the date held specifically for your order.
Once production or custom preparation has begun, the order is no longer eligible for a refund. This may include purchasing ingredients or materials specifically for the order, creating custom decorations, beginning design work, baking, assembling, or packaging the order.
If Echo’s Treats must cancel the order and cannot provide an agreed-upon replacement or alternative, all payments made toward the canceled order will be refunded.
Missed Pickups
Orders must be collected during the scheduled pickup date, time, and location selected at checkout.
Because many of our products are made specifically for each pickup and may be perishable, missed pickups are not automatically eligible for a refund or replacement. Contact us as soon as possible if you miss your pickup, and we will let you know whether another arrangement is available.
Exchanges
We do not currently offer direct exchanges.
For an eligible non-food item, request a return and place a separate order for the replacement item after the return has been approved.
Refunds
We will notify you after we receive and inspect an eligible return or review your reported order issue.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or credit card provider may require additional time to post the funds to your account.
If more than 15 business days have passed since your refund was approved, contact us at support@echostreats.com.
Questions
For questions about a return, refund, cancellation, damaged item, or missed pickup, contact: