Customer Help: Quick Support for Everything You Need to Know 

 Get quick answers and valuable insights to your frequently asked questions. 

Click the arrow beside the question to show the answer.

Customer Help, Returns and Exchanges

“Your website isn’t working.”

We are often upgrading our site to bring you an easy and quick experience so make sure to clear your cache & cookies or place your order in a private/incognito browser. 

Opening a Private Browser: 

iPhone – Safari

  1. Open Safari on your iPhone.
  2. Tap the Tabs button ios15 safari tabs icon blue.
  3. Tap [number] Tabs or Start Page chevron down icon to show the Tab Groups list.
  4. Tap Private ios15 safari hand icon, then tap Done.

Android – Chrome

  1. On your Android phone or tablet, open Chrome Chrome.
  2. To the right of the address bar, tap More More and then New Incognito tab.
  3. A new window appears. In the top left, check for the Incognito icon Incognito.

Mac and PC – Safari 

  1. Open Safari.
  2. Select File at the top-left corner of your screen.
  3. Select New Private Window from the drop-down menu. A new window opens, showing Private at the top left. 

Mac and PC – Incognito on Chrome 

  1. Open Google Chrome.
  2. Select the three dot icon in the upper-right corner.
  3. Select New Incognito window from the drop-down menu. A new window opens, usually darker colored than normal, showing Incognito at the top right.

Clear Cache & Cookies 

Mobile Safari for iOS (iPhone, iPod touch, iPad)

To clear cache and cookies:

  1. From the home screen, Select Settings > Safari.
  2. At the bottom of Safari’s settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.
  3. Confirm when prompted.

To clear history:

  1. From the home screen, tap Safari.
  2. At the bottom of the screen, tap the Bookmarks icon.
  3. In the lower left, tap Clear.
  4. Tap Clear History.

Note that deleting website data will clear your cookies as well as your cache — it’s not possible to clear them separately on an iPhone.

Chrome

iPhone

  1. Open the menu (three dots) and select Clear browsing data.

  2. Select CookiesSite Data > Clear Browsing Data.

Android

  1. Select Menu, then More.
  2. Select Settings.
  3. Under “Privacy settings”, select Clear cacheClear history, or Clear all cookie data as appropriate, and then OK to accept.

Desktop

Safari for Mac

  1. Click the Safari menu, then Clear History…
  2. In the Clear field choose All History
  3. Click Clear History.

Safari for PC

  1. Click on the Settings (Gear) icon in the upper right corner of the browser..
  2. Click Reset Safari
  3. Select the items you wish to clear. (It is recommended to check all items).
  4. Click Reset.

Chrome

  1. Click the 3 dots (Mac) or exclamation point (PC) in the upper right corner of the browser.
  2. Hover over the More Tools option then click Clear Browsing Data…
  3. Choose The Beginning Of Time or lesser time frame in the “Clear the Following Items From” field.
  4. Select the items you want to clear (e.g., Browsing history, Download history, Cached images and files, Cookies and other site data).
  5. Click Clear Browsing Data

Return and Refund Policy

Thank you for shopping at Carla’s Cookie Box.

If for any reason, You are not completely satisfied with a purchase, We invite You to review our policy on refunds and returns.

We also encourage you to contact us BEFORE making any claim, as we will do our best to rectify the situation.

CHARGEBACKS WILL NOT BE TAKEN LIGHTLY. YOUR ACCOUNT WILL BE BANNED, AND CHARGEBACK WILL BE FOUGHT VIGOROUSLY.

I Didn’t Order That
As everything is handmade, sometimes it will look slightly different.
We will always contact you first if we run out of something or have to replace anything.
Rest assured, we will NEVER replace your items without a prior email.
Check your spam, as our emails will sometimes go in there.
Shop Knowing We Value Your Trust

It doesn’t always happen, but it sometimes happens.
If you have received a damaged item, please email us your invoice number and photos, and we will rectify that ASAP!

Hello? Where are you?
We promise we are NOT ignoring you. We value all of you; however, our Number 1 priority is ensuring you get your products on time.
Check our list of Frequently Asked Questions to get the answers you need right at your fingertips. Otherwise, email us, and we will get back to you as soon as possible, usually between 11 pm-7 am. – yup can even be 2 am!
Check out some of our creations.

You can change or cancel an order within three days of your shipping day. Just drop us an email, and we will take care of it.

I don’t need my products until next week/month, when should I order?
Order as soon as possible.
Certain items like Smash Cakes take more time to prep, so we cap those orders, especially during holidays.
Let’s schedule your date so you don’t miss out.

You can enter coupons either in the cart or at the Checkout.

There are many ways of getting a coupon code.
You can sign up for our super cool emails on the homepage and leave us a google review.
Your coupon code will be delivered to your email, so check your inbox or spam.

We are Too Legit to Quit!

We take safety VERY seriously!
We have been in the food business for most of our lives and with Carla’s Cookie Box since 2016.

We have ensured to keep up with our mandatory food safety protocols.
Our facility is GREEN passed by our city’s health unit. We will not sell anything we have not been approved or inspected to sell.

We are Health Inspected, Licensed, FDA Approved, Insured, and Food Safety Certified since 2016.

We are part of the Canadian Manufacturers Exporters (CME) in conjunction with the Ontario Made Association and an Accredited BBB Business.

Order with Confidence Today

We do not have a storefront but a studio kitchen in Vaughan, On. You cannot walk-in, everything  must be pre-ordered.

You can place your orders online right HERE.

You can have your fresh-made goods delivered/shipped or contactless pick-up.

We’re right at Your Fingertips.

We are in Vaughan, Ontario, not a brick-and-mortar walk-in store.

We work out of a studio kitchen in Vaughan, Ontario. The City Above Toronto, where you can contactless pick-up.

Online, we are wherever you are!

As an online baking business, we can be wherever and whenever you need us.

You can place your order online right HERE and choose to have your fresh-made goods shipped or contactless pick-up.

Shop Online Today

Product FYI Customer Help

We sure do!

Please check our wholesale link to get started.

Send us an email with any questions.

I Need Customer Help With My Extras?

For best practice, store your products in an airtight container in the fridge for up to 7 days.
If you plan on saving it longer than that, then place it in an airtight container and freeze it for up to 12 weeks in a fridge freezer.

For optimal freshness and flavour, we recommend freezing any butter tarts, cookies and any of our fresh baked goods that you don’t plan to eat immediately.

When ready to eat, simply heat your baked goods in a 350℉ oven for 5 minutes until warm and gooey.  

Don’t Delay. Shop Today

Carla’s Cookie Box cookies are made by hand using shared equipment, which processes dairy, peanuts, soy, tree nuts and wheat. If you have a severe allergy, please know that we are not an allergy-free bakery.

We Are a Little Nutty Here
Although we have products that do not have nuts, we ARE NOT nut-free.
Our Pecan Butter Tarts will continue to be our most popular item, and we make them often; sometimes, on the days, we create products that do not have nuts in them.
Always consult your physician before purchasing Carla’s Cookie Box Products if you have an allergy.
Some of the nuts we use in our kitchen include but are not limited to pecans, walnuts, peanuts, and hazelnuts (Nutella).
We also have Tree nuts, wheat, dairy, cocoa, chocolate, soy, and other known allergies.
Shop Our Newest Items

We have currently suspended our gluten-friendly products.

We DO NOT use any animal lard in our butter tarts or any of our other products.

All of our products have whole, natural ingredients.

Please note: the marshmallows in our hot cocoa bombs have gelatine.

Check out our collections Today.

Yes! We have monthly Butter Tart & Cookie subscriptions!

Our 3-month and 6-month Award Winning Gourmet Butter Tarts Subscriptions make a GREAT gift.

Customer Help on How it Works

When you sign up for a butter tart or cookie subscription, we will charge you once for your baked goods and shipping. 

You will not be charged for the subsequent months. 

Subscriptions will follow once a month for 3 or 6 consecutive months.

Shop Subscriptions Today

Orders and Shipping Customer Help

Butter Tarts, Cookies and other baked goods will not be packed in insulated boxes or with ice packs.

For warmer temperatures, we strongly recommend keeping a close eye on the tracking information and having someone available to receive the delivery. 

We’re unable to request where and when the package is delivered. If your baked goods arrive a little warm from the journey, they will still be delicious and safe to enjoy.

We Ship Across Canada and the USA

Approximate Timeline of Arrival.
Upon Checkout, you will choose your SHIPPING day, NOT your DELIVERY day.

We will send you a tracking number to see where your order is. CHECK YOUR SPAM.

Ontario:

Shipping Locations for GTA: 1-2 days of shipping
Urban / Suburban Ontario: approximately 1-2 days
Deep north or remote Ontario: 3 – 4 days

Other Provinces:

British Columbia: approximately 4-5 days
The Prairies (Alberta, Saskatchewan, Manitoba): about four days
The Maritimes (New Brunswick, Nova Scotia, PEI): about 3-4 days
Newfoundland and Labrador: about 3-4 days
Quebec: about 1-2 days
The Territories: about five days

USA:

3-5 days

Watch the following video for clarification: SHIPPING EXPLAINED

Order Today for On-Time Order

We have plenty of courier services at our disposal and you get to choose YOUR preference. Just remember that you choose your own SHIPPING date and courier and once we ship your items, we cannot recall them or divert them to another address.

Watch the following video for clarification: SHIPPING EXPLAINED

It is coming Soon!

However, you can preorder our Award Winning Gourmet Butter Tarts for next-day delivery or pick-up.

You determine shipping at the checkout. You choose your provider and your time frame of shipping.

Typically you can expect anywhere from $11 – $24, depending on weight and location.

Upon Checkout (just before you add your credentials), there is a section to choose  shipping or pick up.

Once you select your preference, there is a drop-down calendar to choose your pick-up/ SHIPPING date.

Please note that your shipping date IS NOT your delivery date unless you are in Toronto, Vaughan, or Brampton.

Save Your Items

You can create an account when you check out or start an account to hold onto your Wishlist by clicking My Account and following the instructions.

Create Your Account Today

You can change your shipping address by clicking on your account and changing it for any orders you may have there.
Email us if you still have an issue, and we will handle it.

Register an account to make any necessary changes.

We offer a contactless pick-up option five (5) days a week.
Once you select your pick-up day and time, please check out, and you will receive a confirmation email.  Check your spam; we sometimes slip in there.

You can then show up on your pick-up date and time. Your order will be waiting for you on an outdoor table, contactless.

We will also send you a pick-up reminder email with the pick-up address and instructions before your pick-up date.

Please arrive on your scheduled date and time.
Please send us a text for emergencies. 647-271-3347

The pick-up Address is:
31 Chicory Gate
Woodbridge, ON
L4L 5J9

You can easily check your order and gift card balance by logging into your Account Page or the Order Tracking Page. Unfortunately, your order may be delayed by a day as couriers are experiencing slower shipping during this time – thank you for your patience.
For everything else, email us, and we’ll help answer any questions.

Watch the following video for clarification: SHIPPING EXPLAINED

Go to My Account

We do not offer a specific delivery time to keep shipping costs low.
For Corporate order deliveries, please send us an email: in**@ca************.com.

I am looking for a team meeting box made for many team members across Canada and the USA.

Do you do that?

Yes! We can get as many as 3-500 deliveries done in one day at a reduced rate.
Please email us for team boxes.

Safety First!

Carla’s Cookie Box does not have nor save your credit card information for both yours and our Safety.
All of your transactions are made through a secure Paypal or Square System.

Shop Securely Today

Your credit card will be charged as soon as you place your order.

Place your secure order here.

We Ship All Across Canada and the USA.

We vacuum seal EVERYTHING we ship. It will keep your product fresh and safe upon arrival (even if it is slightly delayed).
Your tracking number can be found in your account, so sign up for one.

If you don’t sign up for an account, you can still track your order here!

Shipping Explained

Allergy Alert! All Items are made in a facility that handles: peanuts, tree nuts, soy, milk, eggs, wheat and any other known allergies.