Our Return & Refund Policy

how it works

Haven Sourdough waffles are made in small batches, to order. When you pre-order, you're claiming a spot in that week's bake. That's part of what keeps everything long-fermented, real, and worth the wait.

Because of that (and because every order is picked up locally rather than shipped), our return policy looks a little different than most. Here's exactly how it works.

canceling an order

Life happens — we get it. Just reach out to us at hello@havensourdough.com and we'll take care of it. 72 hours before pickup,  we're no longer able to issue cancellations, since your order is already accounted for in that batch.

pickup day

Pickup happens every Thursday at your local location you chose, within your confirmed window. We'll text you a reminder the 24 hours before.

If you miss your pickup window:

• We'll hold your order in the freezer for 1 day — reach out and we'll get you a new pickup time at our kitchen.
• After that, your order will be donated and forfeited. We'll always try to reach you first before that happens.

if something's wrong with your order

This is the part we care most about. If you get home and something's off — wrong flavor, damaged packaging, anything that doesn't meet the standard we hold ourselves to — contact us within 12 hours of pickup at hello@havensourdough.com with a quick photo. We'll make it right.

what we can't do

Because these are frozen, perishable food items handled outside a traditional cold-shipping chain, we're not able to accept physical returns once a waffle has left pickup — for your safety and everyone else's. We also can't offer refunds for change of mind after pickup has happened.

We know that's a firmer line than a typical retail return policy. It's there because it's the only way we can guarantee what comes out of the freezer is exactly as clean and fresh as what left our kitchen.

questions?

I’m a one gal team, not a call center — reach out any time at hello@havensourdough.com and you'll hear from an actual human (usually Breanna).

tastes like home. only better.