Shipping/Refund Policies

Better Batter Online Orders are processed on Monday through Friday of each week, and are generally packed on within 2 business days of placement of order. Delivery time varies, but may be up to 5 business days from date of shipping. You should receive a tracking number in your email once your package is processed. Orders placed after noon EST will be processed the next open business day. Please allow up to 4 days from date of order for tracking notification and up to 11 days from date of order for delivery before contacting our representatives regarding arrival of a package.

 

Delivery Options & Charges

CANADA

Shipping to Canada

VERY IMPORTANT

We ship orders to Canada on the FIRST and THIRD Thursdays of each month, via Fedex.

Orders for in-stock merchandise placed by 12 noon on the Thursday we ship will ship on that day. Orders received after noon on shipping Thursdays will be held until the next ship date.  Additional delivery time in transit should take 3-7 business days.

Total transit time therefore may vary between 1 week and 3 weeks. Because of transit times and clearing house holds, we do not guarantee delivery times to Canada. You will receive a tracking number which will allow you to track your package status.

We appreciate doing business with our Canadian neighbors.

For an order delivered to your Canadian address, of up to 20 pounds, you’ll be charged our regular ground shipping rate, plus an $10.00 flat fee to cover the higher Canadian shipping costs, customs brokerage fees, and Canadian duty (where applicable).

For orders over 20 pounds  you will be charged a $36 flat fee to cover the higher Canadian shipping costs, customs brokerage fees, and Canadian duty (where applicable).

Orders to the Northwest Territories, and to the Nunavut and Yukon territories, can only ship expedited; they require an additional $30.00 upcharge. Since this is a flat fee, we suggest you maximize your (American) dollars by placing fewer but larger orders; getting together with baking friends to place a group order is a good option.

In accordance with Canadian government and province tax laws, all non-food items are taxable. (That means all of our baking mixes and ingredients are tax-exempt!)

In order to ensure the proper Customs authorizations is in place, our shipper asks that the following statement be included on our website:

By ordering goods from Better Batter Gluten Free Flour, LLC, you authorize our Customs Broker to act as your agent to transact business with Canadian Border service Agency (CBSA) to clear merchandise, pay duties and taxes, and to handle any merchandise returns and refund claims on your behalf. You further waive and transfer your right to receive the actual amount of refund of duties and taxes to our Customs Broker. All duty and tax paid will, in turn, be refunded to you directly by Better Batter Gluten Free Flour, LLC,. All import documentation pertaining to the entry will be retained by Better Batter Gluten Free Flour, LLC,  and can be made available upon request.

UNITED STATES

We now ship to most US addresses for a flat $8.00.

Delivery charges are per order (delivery for most standard orders within 3-5 business days): An order can be delivered to one address only. If you require to send orders to multiple addresses you will need to place a separate order for each address.

We offer flat rate shipping of $10.00 for orders of 10lb and under to Hawaii and Alaska.

 

Restrictions
1) Shipments outside of the United States are not available using the website. You may call 814-946-0958 to inquire about specific pricing on delivery to all unlisted areas of delivery. Please note these shipments may take 6 weeks or longer to arrive, and additional duties, taxes and fees may apply at your location.

2) Shipments to Alaska and Hawaii are restricted to 10 pounds or less online, and shipments to these areas for orders placed online contain additional shipping fees to help cover the cost of air and sea shipping. These shipments may take 6 weeks or longer to arrive. You may place orders for larger quantities by calling 814.946.0958, but please note shipping fees may be extensively larger.

3) Orders received Monday to Friday, will normally be dispatched on the net business day of the same business week, but may take up to 5 working days to be processed. all items are shipped standard delivery (excluding Bank Holidays).

Please note: for shipments of ten pounds or under, we now use UPS Sure Post, which works in conjunction with the USPS. UPS will deliver these items to your local postal office, who will deliver them to you. Although these will generally arrive within 1-5 business days of shipment, or within about 11 days total, orders of under 10lb may be delayed by the USPS for longer. Delivery on orders placed Fridays, orders under 10lb or to these destinations may take longer:
• Alaska
• Hawaii

4) We are now able to process shipments to P.O Box addresses and API addresses.

 

Cancellation of Orders

We ask you carefully check your information on our checkout page and notify us immediately if you suspect something is incorrect with your order or decide you would prefer not to receive it.

  • Better Batter Ships all packages on Weekdays M-F.
  • Typical time from order entry to shipping is 4 hours, but during busy seasons, orders may ship within 24 hours.
  • You may cancel any order, regardless of shipping status, with no liability to you, for a full refund if you place your request within 4 hours of order entry via phone (814.946.0958) or email (claims@betterbatter.org)
  • You may cancel an unshipped order at any time, with no liability to you, for a full refund, if you place your request within 24 hours of order.
  • Once orders ship, we can offer you two choices for order cancellation:

1) We can issue a cancellation and return of the package for any orders over $15. We are charged $11 for cancellation of all orders by our carrier company (UPS) and will have to pass this charge forward to you. We will refund your price, less the $11 cancellation charge, at your request.

2) We can issue a cancellation and return of the package for any orders over $15. We are charged $11 for cancellation of all orders by our carrier company (UPS) and will have to pass this charge forward to you. We can issue you a discount code/voucher for the value of your purchase price, less the $11 cancellation charge, at your request.

  • We cannot issue cancellations for shipped product without a charge forward of the cancellation fees, sorry!

Correction of Address

  • Better Batter Ships all packages on Weekdays M-F.
  • Typical time from order entry to shipping is 4 hours, but during busy seasons, orders may ship within 24 hours.
  • It is essential that you check your data before submitting it to us. You will note we have a billing address and a shipping address for you to specify. You may contact us at contact@betterbatter.org within 3 hours of placement of order with no liability to you, even if we have already shipped your package.
  • Once orders are processed, they cannot be rescinded from our system, and we can only correct the address by adding an additional $11.00 Change Ship charge which you will need to pay prior to the correction – this is the amount we are billed to change the delivery and cannot be processed without passing the charge on to you, sorry! If you prefer not to pay for the change ship, we will attempt to ensure you know which UPS location to contact to arrange to pickup your items, but we cannot be responsible for the item’s delivery otherwise.
  • PAYPAL ERRORS Sometimes errors occur when people use Paypal and it contains outdated information. You are responsible to ensure that your Paypal address matches the address you submit as your shipping address, since if you pay through Paypal, our system recognizes that address as primary. If you incorrectly enter your shipping address, or if your Paypal shipping address does not match your entered address, and the package ships, we cannot edit your order or reroute it.
    • Once orders are processed, they cannot be rescinded from our system, and we can only correct the address if it has not been delivered, by adding an additional $11.00 Change Ship charge which you will need to pay prior to the correction – this is the amount we are billed to change the delivery and cannot be processed without passing the charge on to you, sorry! If you prefer not to pay for the change ship, we will attempt to ensure you know which UPS location to contact to arrange to pickup your items, but we cannot be responsible for the item’s delivery otherwise.
  • We cannot be held responsible for nondelivery in the event that an incorrect address is entered and we are not notified. You will need to arrange for pickup or package forwarding from the incorrect address.


Items purchased through other vendors

If you have purchased our products through another vendor and are unsatisfied with your product for any reason, where we have verified that the vendor has a money back guarantee or return policy in place, we will request you to follow up with that vendor for a refund or replacement. Please contact your original vendor directly following the instructions they give you receive your refund.

If the vendor in question does not offer returns or refunds on products, and you can provide us with original proof of purchase, we will be happy to offer replacement code for items. You will need to submit both proof of purchase and proof of vendor return policy to receive the refund to CLAIMS at Better Batter 1885 E Pleasant Valley Blvd Altoona PA 16602. Please see address above for information where to send the policyand receipt. Please indicate whether you would prefer a refund or code for product when placing your claim. Please note your claim may be denied where we are able to verify a return policy in place for your vendor.

 

Please see below for additional issues that may affect or improve your refund status:

NonDelivery

We use UPS tracking methods for delivery from point of origin to location. In the event that a package has been tracked as delivered to the shipping location, we cannot be held responsible for stolen or lost items. Please ensure that the delivery address you are shipping to is secure and that someone is available to take the package physically if theft is an issue in your area.

Adult Signature Required shipping option, available for an additinoal $5.00 fee, enables you to be sure that your package is not left in the open or in the elements where theft and rain may cause your items to be lost, damaged or stolen. Please note that if you do not choose the Adult Signature option and your package is listed as delivered by UPS, we will not be able to replace weather damaged, stolen or ‘disappeared’ packages!

Incorrect/Incomplete Delivery

It is important that you check your data before submitting it to us. If you incorrectly enter your shipping address, and the package ships, we cannot be held responsible for nondelivery/misdelivery. In the case of a mis-shipment due to our error, we are happy to reship your packages at our own cost.

Within the order packaging, you will find a sales slip or packing slip with details of your order.

  • If the items listed on the dispatch note do not match those contained in package
  • If you do not receive your full order
  • Or if your dispatch note does not match your online receipt

Please notify us immediately by email: claims@betterbatter.org, and provide photographic proof of the mistake and we will arrange to correct the mistake. You will be required to keep the incorrect units until we have notified you of replacement or refund or closure of the claim. Disposal of the items constitutes waiver of right to collect a claim.

NOTE

  • We are required by our shipping companies to provide photographic proof of incomplete/incorrect/missing shipments to proceed with this process.
  • You will need to send pictures to us showing the shipping packaging and the interior contents, so that we can submit these to our shipping service to make the claim: claims@betterbatter.org.

Please note that if the fulfillment service reports that all items were shipped and tracked as ‘arrived’ or ‘delivered’, and you do not provide photographic proof including the contents and the exterior shipping carton, we cannot offer reimbursement. You will be required to keep the units until we have notified you of replacement or refund or closure of the claim. Disposal of the items constitutes waiver of right to collect a claim until you are notified that your claim has been processed.

Please note we reserve the right to refuse any claim for incomplete or nondelivery of merchandise if we feel that insufficient detail, dishonest or inaccurate reporting, or excessive repeat claims are made by any individual.

Damaged Goods

Standard or ground shipping often is done with machines (called tumble machines) and carries some risk of bumps and bruises.

Better Batter does not issue refunds or replacements for packages sold to noncommercial individuals that are

  • scratched on the outer carton or inner carton
  • dented on the outer or inner carton(s)
  • torn on the outer carton or inner carton but sealed within the final inner liner.
  • Pinhole damage from staples that does not rupture the inner liner of the packages
  • Pinhole or seam rupture damage to the inner liner that does not result in spillage of at least 2 Tbsp of product.

We do provide refunds or replacements for shipments where there has been major spillage or rupture of the interior lining of our packages, when the claim has been made within 1 week of delivery – please take a moment and inspect your package when it arrives to ensure that all damage is reported within the time period!

Please note that a very small amount of flour from our packaging process may be free within your shipment and may not constitute ‘leakage’ – in cases where you suspect rupture of the inner liner, you will be required to show proof photographically by emailing claims@betterbatter.org. If your package is damaged enough to rupture the protective inner liner of the product itself, and if you find your product leaking from its packaging, please submit an email to claims@betterbatter.org with details about the shipment and photographic proof of damage and we will be more than happy to issue you a replacement immediately and to take the issue up with our carriers.

We are required by our shipping companies to provide photographic proof of damage to proceed with this process, and you will need pictures to us showing the exterior shipping packaging and the interior contents, clearly showing damage, so that we can submit these to our shipping service for reimbursement: claims@betterbatter.org

Once we have received your claim within our acceptable time period of one week, and have verified it photographically, we will be happy to provide a product code which will cover the cost of the product and any portion of shipping cost that you may have paid. This code can be used on your next purchase at betterbatter.org or by phone. We do not offer monetary refunds on damaged merchandise.

Please do not attempt to place a claim with one of our carriers – this must be handled by the shipper as per their instructions, and attempts to place a claim on your own will void your right to a replacement.

You will be required to keep the units until we have notified you of replacement or refund or closure of the claim. Disposal of the items constitutes waiver of right to collect a claim.

Please note we reserve the right to refuse any claim for damaged merchandise if we feel that insufficient detail, dishonest or inaccurate reporting, or excessive repeat claims are made by any individual.

Defects

If you are returning the goods because of defects in the product itself – this does not include defects in the packaging – and your product fails to perform as claimed, please contact us.

IMPORTANT NOTE

Often failure of product to perform in baking mixes can be due to temperature, altitude, measuring styles, baking ability etc. Once these issues are resolved, over 95% of our customers report favorable results using their recipes and our products.

Better Batter does not offer replacements for failure in recipes where altitude, temperature, oven performance, ingredient components, user error, timing, weather or any other variable beyond product failure play any factor. Our staff will work with you as closely as possible to eliminate any possibility of user error.

We do understand that from time to time there may be a very small risk that your particular box of mix may not perform, even after all possibilities are explored.

When you contact us at contact@betterbatter.org we will initiate a troubleshooting session with you – if all possible issues in temperature, measurement, environment, and methodology are resolved and we determine that there is sufficient reason to believe that the product itself has performed in a faulty manner (including but not limited to additional claims made by other users within the production of a certain batch), we will gladly offer you a replacement or a refund you your entire purchase price, including your original shipping fees. Refunds are only made using the original payment method.

Please note we reserve the right to refuse any claim for defective merchandise if we feel that insufficient detail, dishonest or inaccurate reporting, or excessive repeat claims are made by any individual.

Insects

We maintain strict protocols for insect control both at our production facility and at our warehouses. If you find insects within the master carton boxes used to ship your packages or within our 25# bulk bags, these may be attributable to our carriers. We are required by our carriers to provide photographic proof of insects to proceed with this process, and you will need pictures to us showing the shipping packaging and the interior contents, so that we can submit these to our carrier service for reimbursement: contact@betterbatter.org.

We will be more than happy to take the issue up with our carriers. Replacement or reimbursement will be limited by the decision made by the carrier regarding the claim and may take up to a month to complete.

We do not offer monetary refunds on claims of insect infestation of exterior cartons or 25# bags or on any opened products.

Please do not attempt to place a claim with one of our carriers – this must be handled by the shipper as per their instructions, and attempts to place a claim on your own will void your right to a replacement.

Please note: At this time in the United States, there is a high risk of of insect infestation (such as bedbugs) in private homes and in urban and commercial locations where open or improper storage is used. Our records indicate that there is no statistical incidence of any form of insect infestation in our unopened products when they are stored within the sealed inner liners.

We do not, at this time, offer refunds or replacements for opened packages of product. If you notice a insect within the sealed inner liner of the package, please notify us immediately at claims@betterbatter.org and provide photographic proof and we will arrange for an immediate pickup and replacement of the item for you. DO NOT OPEN THE PACKAGE! You will be required to keep the units until we have notified you of replacement or refund or closure of the claim. Disposal or opening of the items constitutes waiver of right to collect a claim.

  • Please have the package ready to return. You will be responsible for ensuring that the package is handed to the carrier (typically 3 attempts are made on consecutive shipping days [M-Sa]). Until such goods are returned to us, you are obliged to exercise all reasonable care to store the goods safely and in appropriate conditions.

Please note: We are charged for pickup attempts even if you are not available! If three attempts are made and the carrier is unable to retrieve the package, you will have to arrange and pay for return the package at your own cost in order to receive the refund of the cost of your product less original shipping fees and the additional pickup fees of $15.00. We cannot accept returned goods that are not in/with their original packaging and factory sealed. In such circumstances, we will notify you that no refund will be available we will dispose of such goods.

Please note we reserve the right to refuse any claim for damaged merchandise if we feel that insufficient detail, dishonest or inaccurate reporting, or excessive repeat claims are made by any individual.

Your statutory rights remain unaffected.

Prices

All prices indicated for products available via the Website are exclusive of delivery charges. The total cost of your order is the price of the products ordered and any additional delivery charges you may incur.

Delivery charges are calculated after all available discounts are taken and may change based on order total and sales discount.

Payment can be made at betterbatter.org via PayPal or with any accepted credit or debit card.

Back Ordering

Occasionally, due to demand, items will enter into Sold Out (Out of Stock) notice. In the event that items are backordered, we will provide notification of Out of Stock status and an estimated in stock date. This notification will be placed directly above the drop down menu on your product page directly below allergen notification. You may choose to place a preorder by phone or email in order to reserve a guaranteed quantity of the items that are currently backordered. All estimates are just that and not guarantees of in stock status or implied contracts for ordering ability.

Phone – 8140.946.0958

hours M-F 9am – 3pm EST

EMAIl: contact@betterbatter.org

If you decide any time within backorder status that you would prefer to cancel your order, please notify us by email atcontact@betterbatter.org, and we will cancel your back order.

Holiday Shipping

During Holidays, due to high volume, shipments may be delayed. During times of high volume, a clear Holiday Ship By For Guaranteed Delivery date will be posted on the front page of our website and on our drop down menu in our Shop Now section of our website. Orders placed after this date will not be guaranteed for delivery before the Holidays.

Order Substitutions

Occasionally, orders or parts of an order are available in our computer system but are out of stock physically in our warehouse. This is due to a 12 hour delay in the updating of our online inventory based on phone and email orders. In the event that you have placed an order for something which is out of stock, we reserve the right to replace the item with an equal or greater weight of the same kind of product (i.e. substitute 2 of the 20oz flour for a single 2.5flour). It is Better Batter Policy in the event that the exact weight is not available to send at least the minimum weight required. If we do not have the exact weight substitution, our policy is to send the next biggest size, which may be more by weight than you actually ordered. In this case, you will never be charged for the extra product.
• Item(s) not available.

Order Refusals or Cancellations

Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to address provided.
• Duplicate order was placed.
• Canceled due to a customer request.

If your order is canceled, you will receive an email to explain the reason for the cancellation. You original payment method will be refunded for the appropriate amount.

Payment Processing & Security

We work closely with our trusted partner PayPal Pro to protect your personal and payment details by taking steps designed to keep them secure. When you choose to use your credit card, it is processed via Paypal Pro – this is not Paypal! All refunds, emails, etc may name Paypal Pro as the payment partner. Please note we do this in order to prevent our staff from obtaining your personal information in a recordable method.

Important information:

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

AUTHORIZATION
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Delivery, Returns & Payments Delivery Rules and Restrictions:

Orders are processed in accordance to your delivery preference, and delivery options may be chosen by using the drop down menu during your checkout process. All orders ship ground shipping using the least expensive method possible. Better Batter reserves the right to determine the least expensive method of shipping and does not guarantee that the type of shipping you choose will be used to ship, although we will honor the speed (expedition) choice with matching arrival guarantees of all choices you make.

Note that you will be responsible for the actual cost of shipping if you opt for something other than standard or ground/parcel post shipping.

Please note that our shipping is always opt-in: if you qualify for free shipping and choose one of our $5.00 flat rate or expedited methods, we cannot refund your shipping charges.

 

Designs
The designs, trade marks, logos, and service marks used (collectively, the “Trade Marks”) are the registered and unregistered marks of Better Batter Gluten Free Flour, LLC, our affiliates, our licensors or our partners, in the US and other countries, and are protected by US and international trade mark laws. All other Trade Marks not owned by us, our affiliates, our partners or our licensors that appear on the Website are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us.

No Product Designs, Images, Trade Marks, nor any other portion of the Better Batter Website (betterbatter.org) or affiliated channels (Facebook, YouTube) may be used, reproduced, duplicated, copied, sold, resold, accessed, modified, or otherwise exploited, in full or in part, for any purpose without our prior written consent.

Indemnity and warranty
In purchasing any product on this website, the Customer agrees that they have read these policies and agrees to indemnify and hold Better Batter Gluten Free Flour, LLC harmless from all liabilities, claims, actions, demands, writs, summons, (including but not limited to all legal fees) arising directly or indirectly out of any breach or alleged breach or non-performance or non-observance by the Customer of any of the terms of a relevant contract, including but not limited to these Conditions.

Address:
Better Batter Gluten Free Flour
1885 E Pleasant Valley Blvd.
Altoona, PA 16602

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