Refunds, Returns & Cancellations
Last updated: June 14, 2026
We want every customer to receive the correct order in good condition. This policy explains how The Texas Marshmallow Company handles cancellations, incorrect orders, product-quality concerns, refunds, and missed delivery or pickup arrangements.
Food-Product Returns
Because our marshmallows are consumable food products, we do not accept physical returns after an order has been delivered to or collected by a customer.
Returned food cannot be restocked, resold, or redistributed.
You do not need to physically return a product when reporting an incorrect, damaged, missing, or defective order. We may request photographs and additional information so that we can review the issue.
Order Problems
Please inspect your order promptly after delivery or pickup.
Contact us within 48 hours if:
- You received the wrong product or flavor
- An item is missing from your order
- The package was materially damaged before you received it
- The product appears defective when received
- The order is substantially different from what you purchased
- You were charged incorrectly or more than once
Please provide:
- Your full name
- Your order number
- The email address used for the order
- A description of the problem
- Clear photographs of the product, packaging, and label when applicable
We may be unable to fully investigate product-condition claims submitted more than 48 hours after delivery or pickup.
Available Resolutions
After reviewing the circumstances, we may provide one or more of the following:
- Replacement of the affected product
- Replacement of a missing item
- Store credit
- Partial refund
- Full refund
The resolution will depend on the nature of the issue, available evidence, product availability, and applicable law.
A replacement may be provided through an approved local-delivery or pickup arrangement. We do not mail replacement cottage-food products through USPS, UPS, FedEx, or another parcel carrier.
When Refunds Are Generally Not Available
Except where otherwise required by law, refunds or replacements are generally not provided solely because of:
- Personal taste or flavor preference
- A customer changing their mind
- Normal handmade variations in size, shape, color, texture, or topping coverage
- Minor settling of powdered coating or toppings
- Failure to follow the storage instructions
- Heat or humidity exposure after delivery or pickup
- Leaving the product inside a parked vehicle
- Failure to retrieve an unattended delivery promptly
- An incorrect address provided by the customer
- Missing or inaccurate gate, building, apartment, or access instructions
- A missed delivery caused by the customer being unavailable
- Failure to collect an order at the agreed market, event, or pickup location
- Damage occurring after the customer received the order
- Products consumed before the issue was reported or documented
Nothing in this policy limits any rights or remedies that cannot legally be limited.
Handmade Product Variations
Our marshmallows are handcrafted and cut in small batches.
Slight variations may occur in:
- Size
- Shape
- Color
- Texture
- Sprinkle or topping placement
- Coating coverage
- Flavor appearance
These normal handmade differences are not considered product defects.
Warm-Weather Conditions
Marshmallows may soften, become sticky, or change shape when exposed to heat or humidity.
Customers should:
- Retrieve deliveries promptly
- Keep packages away from direct sunlight
- Avoid leaving products in vehicles
- Keep packages sealed
- Store products in a cool, dry location
We are not responsible for heat exposure, humidity, theft, animals, insects, rain, or other conditions affecting an order after it has been delivered to an authorized location or collected by the customer.
Order Cancellations
Contact us as soon as possible if you need to cancel an order.
A standard order may qualify for cancellation and a full refund when:
- Preparation has not begun
- Ingredients have not been committed specifically to the order
- Packaging or customization has not begun
- Delivery or pickup arrangements have not already been completed
Cancellation is not guaranteed after we have begun preparing, packaging, labeling, or customizing the order.
Orders that have already been delivered or collected cannot be canceled.
Submitting a cancellation request does not mean the cancellation has been approved. We will confirm whether the order can be canceled.
Changes to an Order
Contact us promptly when you need to change:
- The selected flavor
- Pack size
- Quantity
- Delivery address
- Pickup market
- Pickup date
- Contact information
Changes are subject to product availability and are not guaranteed after preparation begins.
Additional charges may apply if the requested change increases the order total, requires new packaging, or changes the delivery arrangement.
Custom, Event, and Large Orders
Custom orders, corporate gifts, weddings, parties, event orders, and large-quantity purchases may have separate cancellation and refund terms.
These orders may require:
- A deposit
- Full advance payment
- Custom labels or packaging
- Special ingredients
- Reserved production time
- A confirmed delivery or pickup schedule
Deposits or payments may become nonrefundable after materials are purchased, custom work begins, or production time is reserved, provided those terms were disclosed in the applicable quote, invoice, or agreement.
The terms included in an approved custom-order quote, invoice, or written agreement will control if they differ from this general policy.
Wholesale Orders
Wholesale orders may be subject to separate payment, cancellation, replacement, delivery, and refund terms.
Wholesale customers should inspect products when received and report shortages, incorrect products, or visible damage within the period stated in the applicable invoice or wholesale agreement.
Submitting a wholesale inquiry does not create a right to pricing, inventory, delivery, replacement, or refund.
Local Delivery Issues
Customers are responsible for providing a complete and accurate delivery address, working telephone number, and any necessary access instructions.
If we cannot complete delivery because of:
- An incorrect or incomplete address
- A locked or inaccessible gate
- Missing apartment or building information
- Unsafe or loose animals
- An unavailable recipient
- Failure to respond to delivery communications
we may offer one additional delivery or pickup opportunity.
An additional delivery charge may apply.
The original delivery charge may not be refundable when the failed delivery resulted from incorrect customer information or unavailable access.
Unattended Deliveries
When a customer authorizes us to leave an order at a door, porch, reception desk, or other approved location, the order is considered delivered when it is placed at that location.
Responsibility for promptly retrieving and protecting the package transfers to the customer at that time.
Refunds are generally unavailable for theft, heat exposure, weather exposure, animals, insects, or other damage occurring after an authorized unattended delivery.
Market and Event Pickup
Customers must collect pickup orders at the confirmed market, event, public location, date, and time.
Please contact us promptly if you cannot attend.
We may offer one alternative pickup or local-delivery opportunity when reasonably available. An additional delivery fee may apply.
Orders that remain unclaimed for more than seven days after the original pickup date may be considered abandoned and may not qualify for a refund.
Canceled Markets or Events
Farmers markets and events may be postponed, relocated, shortened, or canceled because of weather, organizer decisions, venue conditions, emergencies, or circumstances outside our control.
If an event at which you planned to collect your order is canceled, we will contact you and offer a reasonable alternative, which may include:
- Pickup at another confirmed location
- Pickup at a later participating market
- Eligible local delivery
- Store credit
- A refund when another reasonable fulfillment option cannot be arranged
Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
We cannot guarantee that a refund can be sent to a different card, bank account, or person.
Delivery charges may be included in the refund when:
- We cancel the entire order
- We cannot provide the order
- The delivery was not attempted or completed
- Applicable law requires the charge to be refunded
Delivery charges may not be refunded when delivery was completed or when a failed delivery resulted from incorrect customer information or unavailable access.
Refund Processing Time
We will initiate an approved refund as promptly as reasonably possible.
After the refund is submitted, the time required for the funds to appear depends on the payment processor, card network, customer’s bank, and original payment method.
A refund appearing as pending does not necessarily mean that it has completed.
Duplicate Charges
Contact us promptly if you believe you were charged more than once for the same order.
Please provide your order number and information identifying the duplicate transactions. Do not send your complete payment-card number by email or through the website contact form.
After confirming a duplicate payment, we will refund the duplicate amount to the applicable original payment method.
Payment Disputes
Please contact us before submitting a payment dispute or chargeback so that we have an opportunity to investigate and resolve the problem.
This request does not prevent a customer from exercising any lawful right to dispute a transaction.
Fraudulent chargebacks or knowingly false claims may result in account restrictions, cancellation of pending orders, or refusal of future transactions.
Promotions and Gift Cards
Promotional codes have no cash value and are not separately refundable.
When an order paid with a discount is refunded, the refund will not exceed the amount actually paid.
Gift-card and store-credit refunds may be returned as gift-card balance or store credit when permitted by the payment system and applicable law.
How to Request Help
To request a cancellation, replacement, credit, or refund, contact:
The Texas Marshmallow Company
Brazoria County, Texas
Website: txmallows.com
Email: [email protected]
Please use the subject line:
Order Issue – Order #[ORDER NUMBER]
Include your name, order number, description of the issue, and any requested photographs.
Policy Changes
We may update this policy as our products, fulfillment methods, payment services, or business operations change.
The version in effect when an order is submitted will generally apply to that order, except where a later change is required by law.