Here are the answers to some of our frequently asked questions. Please contact us if you question is not answered below.
-I have a special event coming up can I customize my order?
We are here to please! If you need a special order or have a special request please get in touch with us, we would love to work with you!
phone: 415.692.1261 or email: firstname.lastname@example.org
-How do I store my cookies?
For cookies that you don't devour right away, it's best to store them in an air-tight container or zip-loc bag and put them in the freezer. This will maintain freshness. The fridge will work too!
-How long will my cookies last?
If cookies are stored as suggested above, they should last 7-10 days in the fridge and 3 months in the freezer. If you leave your cookies out, they will not "go bad," they just start to dry out.
-Can you tell me how you protect against gluten and nut allergies?
While we do not use nuts in any of our products, our products are produced in a facility that does process nuts and tree nuts. We have our own dedicated space to produce and pack our products, as well as, store our ingredients.
All gluten-free product is produced separately and has a separate bake from our gluten products. We wash our trays before baking gluten-free and always bake on new parchment paper, never directly on the trays. Please note that our kitchen is not a gluten-free facility and so there is no way for us to guarantee anything is completely gluten-free.
If someone has a strong allergy to either gluten or nuts, we do not recommend our products.
-When will my order ship?
We ship Monday through Friday. All of our cookies are baked to order and your cookies will be baked on the day they are shipped! When possible, we will bake and ship the day of your order, if not, we will bake and ship on the next business day.
-How long does shipping take?
When you check out you get to decide how fast you would like your cookies to arrive. Please Note: USPS Priority should take between 2-3 days but on rare occasions, it may take them up to a week for arrival! We know this is crazy but we have no control over when the post office delivers your order.
-How long does it take to ship to a college campus?
In our experience, packages often take a day or two longer than quoted on our website to get to your college student, so please plan accordingly. This is because once USPS delivers to the school, it is then up to the school to distribute, and then notify the student.
-Is there free delivery?
Yes, we are happy to offer free nationwide delivery on individual orders over $75.00. An individual order falls under one Order #.
-Can I pick up if I am local?
Yes, and pick-ups are free. If you live in the San Francisco Bay Area and would like to pick-up your order, please notify us and we will let you know when your order is ready for pick-up and waive your shipping fee. We usually need 24 hours to freshly bake your order. Please contact us if you need it sooner and we will try to accommodate!
-Can I ship outside the United States?
Yes, we ship internationally! It's expensive, but we love to do it!
CUSTOMER SERVICE FAQS
-My cookies didn't get delivered on time can I get a refund?
Please note that if you choose USPS Priority delivery, it could take up to a week regardless of the delivery window they give you when you check out. Unfortunately, we cannot control this and are not able to offer refunds. That being said, please get in touch with us if you have an extreme situation as we want you to be happy and will do our best to make it right!
-Can I send gifts to multiple locations?
Please create an account in order to do this. With an account, you will not need to re-type your address and credit card information each time if you save it in your account. You will need to create a new order for shipping location as we are not set-up to receive multiple shipping locations under one order number.
-Can I write a gift message?
Yes. There is a place to do this in your cart right above the checkout button!