RETURN, CREDIT & PRODUCT COMPLAINT POLICY
At Giddy Yo, we take great care in selecting, preparing, packaging, and shipping our products. Our Return, Credit & Product Complaint Policy is designed to protect product quality, customer safety, and product integrity while providing a clear process for addressing legitimate concerns.
Giddy Yo sells food, ingestible supplements, body care products, liquids, and other specialty products from both Giddy Yo and third-party brands.
Because of the nature of these products, Giddy Yo has a no-return policy on food, ingestible supplements, and body care products, subject to the terms and exceptions outlined below.
Once a product leaves our facility, we cannot verify how it has been stored, handled, opened, used, or otherwise treated. In particular, we cannot verify that food, supplements, or personal care products have not been tampered with, contaminated, or otherwise compromised after leaving our control.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.
FOOD & INGESTIBLE SUPPLEMENTS
All food products and ingestible supplements sold by Giddy Yo, regardless of brand, are final sale and are not eligible for return.
This includes, but is not limited to:
-Food products
-Chocolate and confectionery
-Coconut milk and coconut water
-Oils and other food products
-Powders and superfoods
-Supplements
-Vitamins and minerals
-Herbal products
-Other ingestible products
For health and safety reasons, Giddy Yo cannot accept these products back once they have left our facility. We cannot verify whether a product has been opened, tampered with, contaminated, improperly stored, or otherwise compromised after delivery.
We will not place returned food or ingestible supplements back into our inventory for resale.
This policy applies even if a product appears unopened, unless Giddy Yo specifically requests that the product be returned as part of an approved product investigation.
BODY CARE & PERSONAL CARE PRODUCTS
Body care and personal care products packaged in glass are final sale and are not eligible for return.
This includes all glass-packaged body care and personal care products sold by Giddy Yo, regardless of brand.
Our Giddy Yo–branded body care product, Love Butter, is also final sale and is subject to the safety-seal requirements outlined below.
Because we cannot verify how a personal care product has been stored, handled, opened, or used after leaving our facility, Giddy Yo does not accept returns of these products.
Opened or used personal care products are not eligible for return or credit.
CHANGE OF MIND & ORDERING ERRORS
Giddy Yo does not accept returns or provide credits simply because a customer:
-Has changed their mind
-Ordered the wrong product
-Ordered the wrong size or quantity
-No longer wants the product
-Decided the product is not suitable for their personal preferences
-Purchased a product by mistake
-Finds the product less suitable than expected
Customers are responsible for reviewing their order carefully before completing their purchase.
LIQUID PRODUCTS & TRANSIT RISK
Giddy Yo sells a variety of liquid products, including coconut water, coconut milk, olive oils, mustards, tomatoes in oil, and other liquid or oil-based products.
We take reasonable care to protect liquid products during shipment. Products are appropriately packaged using protective wrapping and packing materials, and we make reasonable efforts to position and secure products in a manner intended to minimize the risk of leakage or breakage during transit.
However, liquid products inherently carry a risk of leakage, spillage, breakage, or other transit-related damage once they leave our facility and are handled by third-party carriers.
Customers purchasing liquid products acknowledge and accept this inherent transit risk.
Glass Liquid Products
Products such as olive oils, mustards, tomatoes in oil, and other liquids packaged in glass are particularly susceptible to breakage during transportation.
Giddy Yo does not accept returns or provide credits for glass-packaged products that are damaged, broken, or leaking as a result of third-party carrier handling.
While we take reasonable precautions to minimize the possibility of damage, we cannot control how the shipment is handled once it leaves our facility. Shipping labels, including "Fragile" or other handling instructions, do not guarantee that a package will be handled accordingly by the carrier.
Non-Glass Liquid Products
Non-glass liquid products, including coconut water and coconut milk, may also be susceptible to leakage, puncture, bursting, or other transit-related damage.
Giddy Yo does not accept returns of these products.
Where a non-glass liquid product arrives damaged or has leaked during transit, Giddy Yo will review the circumstances and determine, at its discretion, whether a store credit, replacement, or other resolution is appropriate.
Customers should contact Giddy Yo promptly if a liquid product has leaked or appears to have been materially compromised.
Customer Acceptance of Transit Risk
By purchasing liquid products, customers acknowledge that transportation of liquids carries an inherent risk of leakage or breakage, despite reasonable protective packaging by Giddy Yo.
Giddy Yo makes reasonable efforts to minimize this risk but cannot guarantee that liquid products will arrive without transit-related damage when transported by third-party carriers.
PACKAGING & SHIPPING DAMAGE
Giddy Yo takes considerable care when packaging products for shipment. However, packages are handled by third-party carriers after leaving our facility, and we cannot control how individual shipments are handled in transit.
Cosmetic damage to exterior or secondary packaging does not qualify for a credit or replacement when the product itself remains intact, properly sealed, safe, and suitable for use.
Examples include:
-Dents
-Scuffs
-Scratches
-Creases
-Crushed corners
-Torn or damaged exterior labels
-Minor punctures to the outer shipping packaging
-Minor damage caused by normal carrier handling
-Cosmetic damage to secondary packaging that does not affect the product
Customers should not expect shipping cartons or exterior packaging to arrive in perfect cosmetic condition.
Primary vs. Secondary Packaging
For purposes of this policy:
Secondary/exterior packaging refers to the shipping carton, outer wrapping, boxes, sleeves, or other packaging that does not directly contain or protect the product itself.
Primary packaging refers to the container, pouch, bottle, jar, seal, or other packaging that directly contains the product.
A puncture, tear, dent, or other damage to secondary packaging does not, by itself, constitute damage to the product.
However, if damage has penetrated the primary product container, caused leakage, broken a safety seal, exposed the product, or otherwise compromised the integrity of the product, please contact Giddy Yo promptly so that we can assess the situation.
LEGITIMATE PRODUCT CONCERNS
Our no-return policy does not prevent us from addressing legitimate concerns regarding an order or product.
Please contact us at service@giddyyoyo.com if:
-You received the wrong product
-An item is missing from your order
-A product arrives materially damaged
-A product's primary packaging or safety seal appears to have been compromised before you received it
-You believe a product may be defective
-You have a legitimate product quality or food-safety concern
We will review the circumstances and determine the appropriate resolution.
Depending on the circumstances, Giddy Yo may, at its discretion, provide a replacement, online store credit, refund, or other appropriate resolution.
Submission of a complaint, photographs, or other information does not automatically qualify a customer for a refund, replacement, or credit.
DAMAGED PRODUCTS & CLAIMS
If a product arrives materially damaged, please contact us promptly at:
To allow us to properly assess the claim, please provide:
-Your original invoice or order number
-A description of the damage or issue
-Clear photographs of the product
-Clear photographs of the product packaging
-Clear photographs of the shipping box and any visible shipping damage
-The product lot or batch number, where applicable
-The best-before or expiration date, where applicable
Damage claims should be submitted within 14 days of the shipment date. Claims submitted after this period may not be eligible for credit, replacement, or other resolution.
Giddy Yo may request additional photographs, information, or the product itself before determining whether a claim will be approved.
Please do not discard a product that is the subject of a quality or safety complaint unless Giddy Yo instructs you to do so.
If Giddy Yo requests that a product be returned for inspection, we will provide specific return instructions and, where applicable, cover the authorized return shipping costs.
FOOD & SUPPLEMENT SAFETY CONCERNS
If you believe a food product or supplement may be contaminated, spoiled, tampered with, or otherwise unsafe:
DO NOT CONSUME THE PRODUCT.
Please contact service@giddyyoyo.com immediately and retain the product, packaging, lot/batch information, and applicable date markings.
Do not discard the product unless instructed to do so by Giddy Yo.
We take food and supplement safety concerns seriously and may require the product and packaging to be retained or returned for investigation.
Where possible, please provide photographs showing:
-The product
-The packaging
-The safety seal
-The lot/batch number
-The best-before or expiration date
STORAGE & HANDLING
Giddy Yo's food products and most third-party foods and supplements are shelf stable unless otherwise indicated on the product label.
Customers are responsible for following all storage and handling instructions provided on the product label.
Giddy Yo is not responsible for changes in a product's condition, texture, appearance, flavour, freshness, or quality resulting from improper storage or handling after delivery, including exposure to excessive heat, moisture, freezing, sunlight, or other conditions outside the product's stated storage requirements.
Once a product has been delivered, the customer is responsible for storing it appropriately.
SAFETY SEALS
For products carrying a safety seal, Giddy Yo does not accept returns or issue credits for products where the safety seal has been opened, broken, tampered with, or damaged after delivery.
This applies to food, supplements, personal care products, and any other products carrying a safety seal.
This includes Love Butter and any other product sold by Giddy Yo with a safety seal.
If a safety seal appears to have been compromised when you receive the product, do not open or consume the product. Contact Giddy Yo immediately and provide photographs of the product and packaging.
PRODUCTS IN GLASS CONTAINERS
Giddy Yo does not accept returns or provide credits for products packaged in glass.
This applies to food, oils, condiments, body care products, and all other glass-packaged products sold by Giddy Yo, regardless of brand.
Glass containers are particularly susceptible to breakage during transportation. Once an order leaves our facility, it is handled by third-party carriers, and Giddy Yo cannot control how the shipment is handled during transit.
Customers purchasing glass-packaged products acknowledge this inherent transit risk.
If a glass-packaged product arrives damaged, please contact us promptly with photographs of the product, packaging, and shipping box. Giddy Yo will review the circumstances and determine whether any assistance can be provided.
1 KG CHOCOLATE BARS
Our 1 kg chocolate bars are specifically manufactured as a bulk/reworking product and are packaged differently from our finished 60 g chocolate bars.
Due to their large size and minimal packaging, minor breaks, cracks, chips, or other cosmetic imperfections may occur during shipping.
These characteristics are inherent to the product and do not constitute a defect or qualify for a return, refund, replacement, or credit.
Our 1 kg chocolate bars are intended primarily for melting, baking, reworking, and other chocolate applications, rather than direct consumption in the same finished form as our 60 g bars.
Because these bars are minimally tempered, they may naturally exhibit:
-Textural variations
-An aerated or porous consistency
-A waxy mouth-feel
-Fat bloom or a natural grey film
-Minor breaks, cracks, or chips
-Taste variations due to the above.
These characteristics are inherent to the product and are not considered defects or grounds for a return, refund, replacement, or credit.
By purchasing a 1 kg chocolate bar, customers acknowledge and accept these inherent characteristics.
INCORRECT OR MISSING PRODUCTS
If you receive an incorrect product or an item is missing from your order, please contact service@giddyyoyo.com promptly with your order/invoice number and details of the issue.
We will review the order and, where appropriate, arrange for a replacement, credit, refund, or other resolution.
If Giddy Yo requests that an incorrect product be returned, we will provide specific return instructions.
Please do not send any product back without first contacting Giddy Yo.
THIRD-PARTY BRANDS
Giddy Yo sells products manufactured and branded by both Giddy Yo and third-party manufacturers.
The return and credit restrictions in this policy apply regardless of the brand of the product.
For third-party products, Giddy Yo does not alter, open, repackage, or otherwise modify the manufacturer's sealed product before sale.
Product information, ingredients, directions, warnings, storage requirements, and other manufacturer-provided information are provided as supplied by the manufacturer. Customers are responsible for reviewing product labeling and information before purchasing and using a product.
Where a legitimate product issue involves a third-party manufactured product, Giddy Yo will review the matter and determine the appropriate resolution. Where applicable, Giddy Yo may work with the manufacturer or supplier to investigate the concern.
STORE CREDITS
Where Giddy Yo approves a store credit, the credit will generally be issued as an online Giddy Yo store credit for the approved amount.
Credits will be based on the actual purchase price paid for the affected product.
Shipping charges will not be credited unless otherwise determined by Giddy Yo or required by applicable law.
Store credits are not transferable and are not redeemable for cash except where required by applicable law.
FINAL SALE
Food products, ingestible supplements, and body care/personal care products packaged in glass are final sale.
Final sale products are not eligible for return or credit due to change of mind, ordering error, personal preference, or other circumstances unrelated to a legitimate product issue.
This does not limit any rights or remedies that may apply under applicable law.
CLAIM REVIEW & GIDDY YO'S DISCRETION
Giddy Yo reserves the right to review each product complaint individually.
We may request photographs, additional information, proof of purchase, lot/batch information, or the product itself before determining whether a claim will be approved.
Giddy Yo reserves the right to decline a claim where the circumstances do not support the claim or where the issue appears to have resulted from improper storage, handling, use, tampering, or circumstances outside Giddy Yo's reasonable control.
Any exception made by Giddy Yo to this policy is made at our discretion and does not create an obligation to make the same exception in the future.
CONTACT US
We understand that issues can occasionally arise, and we are committed to reviewing legitimate product concerns fairly and promptly.
For all product, order, damage, quality, or safety inquiries, please contact:
If Giddy Yo authorizes a product return, we will provide specific return instructions.
Giddy Yo Returns Department
11 Coles Crescent
Orangeville, ON L9W 5W2
Canada
Please do not send any product back without prior authorization from Giddy Yo.
