We are committed to customer satisfaction. Every item we sell is carefully inspected before it is shipped. If there is any issue upon receipt of your order, customer must contact Promise Chocolates via email for replacement or refund with pictures of shipping cartons bottom that shows the dimensions, your order number, top of shipping carton capturing the ship label and damage. These requests MUST be received within 5 days of delivery of the order. After 5 days of receipt, Promise Chocolates considers the shipment to be delivered and accepted with no issues, and no refunds or reships will be offered. To report issues or send photos of damaged product, please email customercare@promisechocolates.com. Include your first and last name, reason for the return, and order number.