FAQ

1. Customer Resolution

What happens if there is a problem with my order?
Every order is carefully prepared before delivery, but occasionally mistakes can happen. If something is missing or arrives damaged, please contact the Sowzer Support Team within five days of your school’s delivery via this form: https://www.sowzer.com/customer-support
Our team will review the issue and work with you to provide a fair and timely resolution.
 

How are issues resolved?
When a delivery issue is confirmed, the standard resolution is a refund for the affected item.
This approach allows us to resolve issues quickly without asking customers to wait for additional deliveries or replacement products.

Will replacement products be delivered?
No. To provide faster and more consistent service, Sowzer no longer schedules routine replacement deliveries after distribution day.
Instead, verified delivery issues are resolved through refunds, allowing customers to receive a prompt resolution while helping schools complete their fundraising events without additional delivery schedules.

2. Refunds & School Settlements

How long do I have to request a refund?
Refund requests must be submitted within five days of your school’s delivery date. This allows enough time to report missing or damaged products while ensuring fundraising proceeds can be calculated accurately.

How do I request a refund?
Simply contact the Sowzer Support Team and provide:

• your order information,
• the item(s) involved, and
• a brief description of the issue.

Our team will review your request and confirm the appropriate resolution. Use this form: https://www.sowzer.com/customer-support

How will my refund be issued?
Approved refunds are normally returned to the original payment method used during checkout.

What if I contact Sowzer after five business days?
Requests received after the standard refund period are reviewed individually. While we will always do our best to help, refunds requested after the standard window may not qualify under our normal refund policy.

When does my school receive its fundraising proceeds?
Schools receive fundraising proceeds approximately ten business days after the scheduled delivery date. This timing allows customer concerns to be addressed before final fundraising totals are calculated, ensuring that schools receive proceeds based on completed purchases.

Will a customer refund reduce my school’s fundraising total?
Yes. Fundraising proceeds are calculated using completed, non-refunded purchases. If an order is refunded during the standard refund period, that purchase is removed from the school’s final fundraising total.
 

3. Delivery Confirmation

Confirming Your Delivery Date
Before delivery routes are finalized, Sowzer will send your organization a proposed delivery date.
This gives your team an opportunity to confirm that the proposed date works with your school’s schedule before deliveries are locked in.

Who receives the delivery offer?
The proposed delivery date is sent to the Primary Chair and Co-Chair using the email addresses associated with your fundraiser. Please ensure these email addresses remain current throughout your fundraising campaign.

What should I do when I receive the email?
Review the proposed delivery date as soon as possible. If the date works for your organization, simply reply and confirm. If your school has a scheduling conflict, let us know as quickly as possible so our Logistics Team can review available alternatives before delivery routes are finalized.

What happens if I don’t respond?
If we don’t hear back, we’ll send a reminder after several business days. If additional follow-up is needed, our Support Team may contact you by phone. To keep delivery planning moving for all participating schools, delivery dates may be automatically confirmed if no response is received after multiple contact attempts.

Can I request a different delivery date?
Yes. If your proposed date creates a genuine scheduling conflict, we’ll do our best to accommodate your request whenever routing and delivery capacity allow.

Because delivery schedules are coordinated across many schools, not every requested change can be accommodated. Whenever possible, we encourage schools to accept the proposed delivery date so that deliveries remain efficient for everyone.

Why is delivery confirmation important?
Prompt confirmation allows our team to finalize delivery routes, prepare orders efficiently, and ensure your products arrive on schedule. Responding quickly also helps avoid unnecessary follow-up and gives everyone more time to prepare for a successful delivery day.