Our macarons are mostly made-to-order, and thus we ask orders to be placed at least three days before you will need the macarons (although we will try our best to have them earlier, if you prefer!). Orders placed after 4pm are counted as the next day’s order. We do, however, often have a smaller selection of flavors available at all times, so please call us at 970-232-0951 if you would like to do a same-day order and delivery or pick-up and we will try to make it happen!
If you would like to place a custom order (for custom sizes/flavors/colors/etc.), an event/bulk order, a wholesale order, a nut-free/dairy-free/vegan/allergy-friendly order, or any other order that you cannot find through our shop, please call us at 970-232-0951 or use our Contact Form and we will get back to you within 24 hours.
To preserve freshness and avoid subjecting macarons to improper temperatures, we only the ship the macarons using USPS priority mail and priority mail express options (so the macarons should arrive in 1-3 days). We ship the macarons securely with ice to keep them in good condition–please make sure that you are available to accept the shipment when it is scheduled to arrive (it may arrive in a mailbox or at your front door) so that the macarons do not sit out for several hours (we send you a tracking number with detailed tracking notifications to help you out!). Poeme Macarons is not responsible for improper care by the customer once the package has been delivered, or for improper handling by the shipping carrier.
We ship only on Monday, Tuesday, and Wednesday so that the macarons are not held up over the weekend by the shipping carrier.
Continental U.S. shipping is seasonal to avoid overly-warm summer temperatures (with shipping available from November 1st-April 1st).
Upon receiving your macaron shipment, please refrigerate or freeze the macarons that you do not intend to eat right away. Macarons should be eaten at room temperature.
DELIVERY AND PICK-UP:
If placing an order through our online shop for pick-up or delivery, or through our Contact Form, Poeme Macarons will reach out to you within 24 hours to schedule a delivery or pick-up time.
Delivery is offered for locations within approximately 40 miles of Fort Collins, and we offer pick-up in Longmont and Fort Collins. If you would like an order delivered that is farther from our set radius, please contact us by phone (at 970-232-0951) or through our Contact Form with your delivery details and we will try to make it work for you! Delivery charges will vary depending upon your delivery location.
If there is nobody there to receive the delivery within 15 minutes of the scheduled time or time window, Poeme Macarons will attempt to contact you once and reschedule the delivery; late delivery charges may apply. If we do not hear back from you within 24 hours, or if the second delivery attempt also fails, your order will be cancelled without refund. We want you to be able to enjoy your macarons–so please make sure to schedule your delivery times when you are available to receive them!
If you are picking up the macarons and are not there within 15 minutes of the scheduled time or time window, we cannot guarantee that your order will be available for pick-up. An attempt will be made by Poeme Macarons to reschedule the pick-up order (subject to late charges), but if we do not hear back from you within 24 hours, or if the second pick-up attempt also fails, you order will be cancelled without refund.
If you foresee any time or date changes prior to your delivery or pick-up, please call or text Poeme at 970-232-0951 and let us know if you need to reschedule the time. We cannot guarantee that we will be able to reschedule the time at your convenience, but we will try our best to work with you! Any rescheduling made on the day of delivery or pick-up may be subject to a late rescheduling fee.
CANCELLATIONS, REFUNDS, AND DAMAGED ORDERS:
Because macarons are a perishable product, Poeme Macarons does not generally offer refunds or returns on completed orders. However, if you find any serious issues with the macarons upon receiving them, please contact us at firstname.lastname@example.org with an explanation of the issue and pictures showing the damage/issue attached (with no more than one macaron missing) the same date of receiving your order along with your order details and we will work with you to correct the problem! If we do not receive information/pictures about your order the same date of local delivery, shipping delivery, or pick-up, we will not offer any potential refund or credit.
If your order was shipped, you may have some slight cracking (USPS can get a bit rough sometimes!), although we try our best to minimize damages with insulated bubble wrap and secure packaging. Don’t worry–they will still taste great! If you find that your macarons are seriously damaged, or have any other issues from shipping, please contact us at email@example.com with an explanation of the issue and pictures showing the damage/issue attached (with no more than one macaron missing) the same date of receiving your order along with your order details and we will work with you to correct the problem (please do not eat macarons that look seriously damaged or potentially spoiled for your safety)! If we do not receive information/pictures about your order the same date of local delivery, shipping delivery, or pick-up, we will not offer any potential refund or credit.
Macarons are a temperature and time-sensitive product. We ask that you carefully read our care instructions that we provide with your order (or online here) to make sure the macarons are correctly stored and eaten once you receive them (these treats are truly little divas!). Please make sure that you are able to accept shipments or delivery when the macarons are expected to arrive so that they do not sit outside or in a mailbox for several hours (we provide detailed tracking with all shipping orders to help you here!). If you would like shipping orders to arrive on a particular date so that you can retrieve your shipment in a timely manner, please let us know in the order details. Please remember that shipped macarons cannot arrive on Sunday or Monday (we only ship Monday-Wednesday). Poeme Macarons is not responsible for improper care or handling on the part of the customer or shipping carrier.
Orders must be cancelled no less than 1 week prior to delivery or pick-up to receive a full refund. If the order is cancelled less than a week before delivery or pick-up, we will handle refunds on a case-by-case basis (it will depend on if production has started). Cancelled orders that are for shipping will receive refunds on a case-by-case basis (if the order has begun production, then it will generally not be eligible for refund). Of course, feel free to contact us if you are unsure if the cancelled order can be refunded and we will do our best to work with you.