Customer Policies
Privacy & analytics
We use contact and order details to answer questions, process purchases, and arrange fulfillment. Stripe processes payments and Mailjet delivers emails. Marketing emails require your opt-in and include an unsubscribe link. We count aggregate page loads without tracking cookies. If you choose Allow analytics, Google Analytics uses cookies to measure visits to public pages; we do not send your order details, email address, or private dashboard content to Analytics. You can change this choice using Cookie preferences. For privacy questions, contact info@kashandcrumb.com.
Order confirmation
An order is confirmed only after the required payment or deposit has been received. Inquiries and messages do not reserve products or event dates.
Payment
Standard weekly orders are paid at checkout. Custom, catering and large-event orders may require a deposit and a balance deadline.
Weekly Crumb Drops
Orders open Sunday at 12:00 PM and close Wednesday at 12:00 PM, Eastern time, or earlier if sold out. Checkout must be completed before Wednesday noon. Orders cannot be placed outside this window. Eastern time follows Durham local time, including daylight saving. Flavors and quantities may vary weekly.
Order changes
Changes are not guaranteed after payment. Requests made after ingredients are purchased or production begins may be denied or may involve a fee.
Cancellations
Because products are made fresh for confirmed orders, standard food orders are generally nonrefundable once preparation has begun. Custom/event deposit terms will be stated at booking.
Pickup
Weekly pickup is at 2:30 p.m. on Friday and Saturday at Publix, 1065 Yunus Road, Durham. Come on the day selected with your order.
Late pickup
Customers should contact Kash & Crumb if delayed. Availability outside the confirmed window is not guaranteed. Uncollected orders may need to be rescheduled and may become nonrefundable if they can no longer be safely held.
Local delivery
Delivery is limited to Durham, NC, during approved windows and costs $5. Customers must provide an accurate address and contact information. Additional fees may apply when delivery fails because of incorrect information or customer unavailability.
Custom & event orders
Dates are not booked until availability is confirmed and the required payment/deposit is received. Final quantities, flavors, packaging and details must be confirmed by the stated deadline.
Food allergies
Products may contain or come into contact with major allergens such as wheat, milk, eggs, soy, peanuts and tree nuts, depending on recipes and kitchen use. Without a controlled allergen-free process, we cannot guarantee the absence of cross-contact.
Product appearance
Items are handmade; slight differences in size, color, shape and decoration are normal. Website and social media photos are examples.
Storage
Customers are responsible for proper storage after pickup or delivery and should follow product-specific instructions.
Refunds & returns
Perishable food cannot be returned. Order problems should be reported promptly with photos when appropriate. Refunds, replacements or credits are evaluated case by case. Personal taste preference alone does not guarantee a refund.
Damaged/incorrect orders
Inspect orders promptly. If an item is wrong or was damaged before handoff, contact Kash & Crumb as soon as possible with order information and photos.
Weather/unexpected events
Severe weather, power outages, illness, emergencies or equipment failures may affect production or fulfillment. If Kash & Crumb must cancel, customers will be contacted with an appropriate resolution.
Customer conduct
Threatening, abusive, harassing, discriminatory or inappropriate communication is not accepted. Kash & Crumb may refuse future service when necessary.
Social media & photography
Completed products may be photographed for portfolio or social media use. Personal customer information will not be displayed without permission. Publicly tagged content may be reshared with credit.
Pricing
Prices may change. Current checkout pricing controls. Premium flavors, delivery, specialty packaging and custom work may carry additional charges.
Agreement
By placing and paying for an order, the customer acknowledges the posted policies.
Legal note
These policies are a practical business draft, not legal advice. Before launch, review them against your payment processor rules and applicable North Carolina/local requirements.