FAQs & Help
- Product Care
Have a question you don't see answered here? Email firstname.lastname@example.org & our customer service team will get back to you within 24-48 hours!
Where are you located?
Please see Our Stores page for location information.
What is your menu?
We always offer 12+ cookies on our menu that are available all the time! Sometimes, a few will get changed out seasonally.
Monthly or seasonally we offer 3-4 specialty, limited availability cookies. These are only available during the time they are featured.
View our current menu here.
What cookies do you offer daily?
All of them! Our 12 cookies that are on our standard menu are baked & replenished constantly throughout the day. Occasionally, we may run out of a variety or two during exceptionally busy rushes or holidays.
We typically offer 2-4 seasonal cookies, as well.
How big are your cookies?
All of our cookies are hand formed & weighed to ensure accuracy & consistency. Our cookies range from 5oz - 7oz each depending on the flavor.
We do offer a smaller sized cookie that is about half the size of our classic size for large orders. Available by special order only with a minimum of 7 days advance notice.
Submit a catering request here.
Do you individually wrap your cookies?
We can individually wrap most of our cookies. Cookies with icing such as our Snickerdoodle Cheesecake cannot be individually wrapped.
Cookies are placed in a clear cello bag & sealed for an additional $3 per dozen. This does not include stickers or logos.
How are your cookies packaged for in-store pickup?
Our cookies purchased in store are placed in an individual sized cookie sleeve or boxed in a white bakery box.
Our box sizes are:
9" x 9" x 2.5"
16" x 11.5" x 2.5"
We can individually wrap cookie flavors that don't have frosting for an additional $3 per dozen.
Do you offer cookie cakes?
Yes!! We offer cookie cakes for both nationwide shipping & local in store pick up! Most of our flavors can be made into a delectable cookie cake that is guaranteed to WOW your guests!
Do you offer any gluten free/vegan/egg-free items?
Unfortunately, we do not at this time.
Where do you ship to?
We currently ship to all 50 states in the USA.
International shipping is not available (yet! 😉)
We cannot ship to PO Boxes.
How long does shipping take?
We ship =2Day Flat Rate Express via FedEx or UPS. All orders require 2-5 days of processing time. We ship Mon-Wed. All orders placed after Tuesday at midnight will be shipped the following week.
However, please be aware that all carriers are experiencing an unprecedented volume of shipping orders due to the COVID-19 pandemic & delays are possible.
Unfortunately, once the shipment leaves our bakery we have no control over the speed of delivery & as such are not responsible for delays. Please note that due to our shipping dates, processing times range from 2-5 days.
How much does shipping cost?
We currently only offer FedEx Day Express Flat Rate Shipping for $15.
How are my cookies packaged for shipping?
We use a 9" x 9" x 2.5" custom mailer box. Each cookie is packed in a clear, food grade cello bag, heat sealed & labeled. Crinkle paper cushioning is added to the bottom of the box for increased security.
If you ordered cookies with frosting, it will be packaged separately in a sealed cello bag & topping instructions will be provided.
Our cookies last for about 7 days as long as they kept in a sealed, air tight container.
Will my cookies arrive fresh?
Yes, absolutely! All of our cookies are baked the same day they are shipped. They are placed in a sealed, food grade cello bag & they placed directly in our sealed mailer box. As long as the cookies are kept sealed & airtight they will last up to 4-6 days from the ship date. We recommend storing in the refrigerator to preserve freshness - just make sure to keep the cookies in an airtight container! Simply warm the cookie in the oven for 3-5 minutes at 350 degrees once you are ready to enjoy!
When will my order ship?
We currently ship Monday-Wednesday to avoid weekend delays.
Orders placed after Tuesday at midnight will ship the following week.
Please allow 2-5 days of processing times for all orders due to our shipping dates.
Will I receive tracking information once my order is shipped?
Yep! A notification email with tracking information will be send to your email once your order has been shipped. Please allow up to 24 hours for tracking information to refresh & show movement.
I haven't received tracking information for one or more of my orders. Help!
If you placed an order but still haven't received tracking information it is possible that your order has not shipped yet, tracking information has not yet become available or the email address on record is incorrect (also check your spam folder).
We ship Monday - Wednesday each week. Orders placed after Tuesday at midnight will be shipped the following week.
Occasionally, we ship on Sundays & Thursdays as well during high volume weeks or when poor weather is imminent.
Can I modify or change my order?
Sorry, all orders are final so please make sure to enter all information correctly at check out & you'll be on your way to cookie deliciousness!
Do you ship to P.O. Boxes?
Unfortunately, we do not ship to P.O. Boxes.
Can I ship to multiple addresses?
Yes! You will need to place a seperate order for each address. Please note* each address will incur it's own shipping charges. If you would like to ship to more than 5 addresses please reach out to us at email@example.com & one of our Cookie Queens will be glad to help you complete your order.
How can I order for local pick up?
You can place an order online, by calling one of our store locations or stopping by! Our store locations can be found here.
How far in advance do I need to place an order?
We can fulfill most orders same day! Although for larger orders of 5 dozen or more, we prefer 24-48 hours advance notice.
Can you make custom decorated cookies?
Sometimes! We CAN make cookies for corporate orders with your logo, picture or a celebratory message on them using edible images. This is an additional $6 per dozen.
We CANNOT make cookies with any trademarked, copyrighted, Disney, Marvel, Nickelodeon, etc logo or picture on them.
Do you wholesale your cookies?
Not at this time.
I'm interested in having your cookies at my wedding or special event.
Great! You are on your way to event you'll never forget! Head on over to our Catering Page to learn more & contact us at firstname.lastname@example.org. One of our event concierge's will be happy to help!
Do you offer large corporate orders?
Absolutely! We offer corporate gifting options locally & nationwide! Shoot us an email at email@example.com & one of our Event & Catering Concierge's will be happy to help!
Do you offer gift cards?
Yes! We offer gift cards that are available to be used In Store only.
I forgot to add my discount code.
Sorry, all orders are final, so please make sure to enter all information correctly at check out & you'll be on your way to cookie deliciousness!
Can I cancel or modify my order?
Sorry, all orders are final & cannot be modified once they are placed. Just be extra careful when making your selections & placing your order & you'll be on your way to cookie deliciousness!
How much do you charge for shipping?
All orders are sent via FedEx or UPS 2Day shipping. Please note that are carriers are experiencing delays due to the COVID-19 pandemic & recent inclement weather. Both FedEx & UPS have suspended their money back guarantees on shipping deadlines. Rest assured, our cookies are packed & sealed tightly with love! Our cookies have a shelf life of about 7 days & can even be frozen to extend freshness.
Shipping costs a flat rate of $12for all orders.
How do I track my order?
Shipping | You will receive an email with your tracking information once your order is shipped. Please allow up to 24 hours for tracking information to update.
Delivery | DoorDash & Grubhub offer delivery tracking via their app or website.
Local Pick Up | Simply arrive at the location you ordered from at your pre-determined pick up time & we will have your order ready & waiting.
What is your return policy?
Due to the perishable nature of our product we don't offer returns of any of our cookies or cookie cakes. In the case that you are dissatisfied with your order or there is an issue with your order please reach out to us directly at firstname.lastname@example.org & we will do everything in our power to make it right!
Product Care Questions
How are my cookies packaged for shipping?
Each cookie is baked fresh the same day it is shipped & individually placed in a sealed cello bag. Each cookie is labeled & nestled in one of our mailing boxes. Cookies that have frosting, such as our Snickerdoodle Cheesecake Cookie will have the toppings packaged on the side with instructions.
Can I freeze my cookies?
Want to extend your cookie deliciousness for a week or more? No problem, you can leave your cookies in the cello wrapper & freeze them for up to 3 months.
We always recommend enjoying your cookies ASAP. For the best results, wrap each cookie individually in plastic wrap, then aluminum foil & place in your freezer. To thaw, unwrap the cookie & place in a room temperature airtight container overnight.
How are my cookies packaged when I order for in-store pickup?
All of our cookies are baked fresh daily & replenished throughout the day to ensure you get the freshest, most delicious cookies in the world! Each cookie is placed in a box for pick up. We offer gift wrapping for an additional $2.50.
How do I warm my cookies?
Mmm...Warm, ooey gooey cookies. Is there truly anything better? To recreate that warm, right out of the oven cookie experience simply warm up your cookie:
- Microwave | 15-25 Seconds
- Oven | 3-5 Minutes At 350 Degrees
How long will my cookies last?
Our cookies will last for about 5-7 days as long as they are kept in a sealed, airtight container. Our shipped cookies are individually sealed & packaged. Boxed cookies that are picked up in store can be transferred to an airtight container to preserve freshness.