At Lowrey Foods, we aim to make every order smooth, reliable, and enjoyable. While we take great care in packaging and shipping, sometimes delays or transit issues can occur. Please review the following guidelines to ensure the best experience when placing an order.

If your concern isn’t covered below, please contact our support team — we’re always happy to help find a fair solution.

🚚 Shipping Accuracy

Please double-check your shipping details before submitting your order.
Our delivery guarantee applies only to correctly addressed parcels. If a delivery service must reroute due to an incorrect or incomplete address, we cannot ensure the package’s condition or timing.

We guarantee delivery only to the address provided at checkout and confirmed in your order email.
If reshipping is required due to incorrect details, additional shipping fees will apply and are the customer’s responsibility.

⏱️ Order Processing Time

Orders are typically processed within 2–3 business days before dispatch.
Additional time may be needed to bake or restock limited items. You will receive a confirmation email once your order has shipped.

⚡ Expedited Shipments

Choosing expedited shipping will prioritise your order with our delivery partners.
However, standard processing times (as mentioned above) still apply.

Please note that weekend deliveries are not available. Orders ship via 2–3 Day Air or Ground, depending on your region.

📦 Shipping Restrictions

We currently cannot ship to P.O. Boxes, APO, FPO, or DPO addresses.
Please provide a full street address to ensure successful delivery.

💛 Refunds and Replacements

We package all Lowrey Butter Cookies with care, but during transit, cartons may occasionally be mishandled.
Minor breakage may occur and does not affect product quality. Please consider this before placing your order.

Due to the perishable nature of our products, we cannot accept returns.
If you are dissatisfied with your purchase, please contact us within 5 calendar days of receiving your order.

We review each case carefully and may offer a replacement or partial refund at our discretion.
Please note: Only one replacement per customer is permitted.

❌ Order Cancellation or Change

Once an order is placed online, we’re unable to modify or cancel it.
Please double-check product quantities, shipping details, and billing information before completing your purchase.

🌍 International Orders

Customs, Taxes, Duties, and Fees

Lowrey Foods (Suki Bakery Ltd) is not responsible for any import duties, taxes, customs fees, or brokerage chargesimposed by your local government.
These charges are paid directly to your country’s customs authority and vary depending on location.

If a shipment is refused or returned due to unpaid VAT or duties, shipping and product costs cannot be refunded.
For specific details, please contact your local customs office before ordering.

Currency

All prices are shown in your selected currency at checkout (visible in the footer).
Transactions will be processed in the shipping country’s currency displayed at the time of purchase.

🥜 Nut Allergy Notice

Our products are made in a facility that handles almonds, peanuts, and other nuts.
While not every recipe contains nuts, there is a possibility of trace nut oils in any product.
We kindly ask individuals with nut allergies to refrain from consuming our cookies.

❤️ Our Commitment

Every order represents our commitment to quality and care.
We appreciate your understanding and support as we deliver handcrafted, small-batch cookies made with 42% New Zealand cultured butter to customers around the world.

If you have any issues or questions, please reach out via our Contact Us page — our team will be happy to assist.