Returns & Refunds

Damages, Issues, and Lost Packages

Damaged/Misprinted Products: If your order arrives damaged, defective, or you receive the wrong item, please contact us immediately via our "Contact Us" link within 1 day of delivery with photos of the issue and your order number. As your partner, Gelato manages quality and will typically arrange a free replacement or refund for confirmed quality issues.
Lost in Transit: If your tracking information shows a package has been stalled for an unusual amount of time (e.g., 10+ business days past the estimated delivery window) or is confirmed lost by the carrier, please contact us. We will work with Gelato and the carrier to find a resolution, which may include re-sending your order.

Since orders go straight to Gelato’s automated production queue, we have a very limited window for changes or cancellations.

Cancellation Window: Please contact us within 1 Hours of placing your order if you need to cancel or modify it. After this time, your order will likely be in production and cannot be stopped or altered.