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FAQ

Frequently Asked Questions

Got Questions? We’re Here to Help.

New Items

What’s Cookin’ at Carla’s Cookie Box?
There are new products always on the horizon. We have just launched unique Smash Cakes. Please stay on the lookout as we launch new products.
Up Next? Our Grad T-Shirts, where $10 from each t-shirt goes to MADD Canada.
See What’s New Today

Make a Difference

Carla’s Cookie Box dedicates her time to making a difference.
On August 17, 2019, at 4:38 pm on a beautiful sunny day, tragedy struck our family when my brother, Paul Brizzi, was killed by a drunk driver. There isn’t a day that goes by that our family isn’t affected by this tragedy. In June 2020, my eldest daughter was to be the first (of the 2nd generation) in our family to graduate High School. It is just another reminder that Paul will be absent. Couple that with the turn in world events and thousands of students across the country in university, college, grade 8 & 12, missed something that should have been an amazing, a once in a lifetime experience. Our MADD campaign was born out of the necessity to help spread awareness about the perils that surround impaired driving.  A FUN Grad t-shirt and a way to raise money and create awareness that Impaired Driving is NEVER an option.
Please help us Spread Make a Change Today.

How Is Carla’s Cookie Box Qualified?

We are Too Legit to Quit!
We take your 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 all of our mandatory food safety protocols.
We will not sell anything we have not been approved or inspected to sell.
We are Licensed, FDA Approved, Insured, Food Safety Certified since 2016, part of the Canadian Manufacturers & Exporters (CME) in conjunction with the Ontario Made Association and an Accredited BBB Business.
Order with Confidence Today

Do You Have a Storefront?

We do not have a storefront but rather a studio kitchen in Vaughan, On. 
You can place your orders online right HERE.
You can choose to have your fresh-made goods delivered/shipped or choose contactless pickup.

Did you find this FAQ helpful?

Can I Just Walk into your Shop?

Unfortunately, we are not a storefront. All of our orders are available the next day (or in 2 days for certain items) for pick up or delivery.

Did you find this FAQ helpful?

Where Are You Located?

We’re right at Your Fingertips.
We are in Vaughan, Ontario, but we are 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 pickup.
Online, we are wherever you are!
As we are an online baking business, we can be wherever you need us, whenever you need us.
You can place your order online right HERE and choose to have your fresh-made goods shipped or choose contactless pickup.
Shop Online Today

Covid-19 Safety

What Are Your Covid-19 Protocols?

We are Always One Step Ahead
Like a lot of you, we are also immune-compromised, so we must ensure top-notch safety measures are in place at all times.
Rest assured, we are always committed to putting health and safety first.
Enhanced Safety Measures For You and Us.
Licensed, Insured, FDA Approved, Food Safety Certified since 2016 and now Covid19 Safety Certified.
We are family.
We Live together. Work together.
Handwashing
We have a dedicated handwashing station that we frequently use.
Cleanliness
Health & Safety is our number 1 priority. A bucket of sanitizer water with clean rags is on standby at all times.
Masks
We wear masks at all times while working.
Deliveries
Everything is laid on an outside table for my delivery people to pick up and deliver to you.
Shipments
Our shipments are placed outside for one of our courier companies to pick up and ship to your home/office.
Pick Ups
Your package will be on an outdoor table with your invoice attached to it.
Shop With Confidence Today

Corporate Orders

Do You Offer Corporate Deliveries to Many Locations?

I am looking to get 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.

Did you find this FAQ helpful?

Customer Support

How Do I Receive Customer Support?

Hello? Where are you?
We promise we are NOT ignoring you. We value each and every one 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, shoot us an email, 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.

How Do I Change the Shipping Address?

You can change your shipping address in your account or you can drop us an email and we will take care of that for you.
Login to Your Account

What Happens if I Receive the Wrong Item?

I Didn’t Order That
As everything is handmade, sometimes it will look slightly different.
If we run out of something or have to replace anything, we will always contact you first.
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

What Happens If my Items are Damaged?

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

What is Your Return and Refund Policy?

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 reach out to 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 FOUGHT VIGOROUSLY.

Can I Cancel My Order?

You can change or cancel an order within 3 days of your shipping day. Just drop us an email and we will take care of it for you.

Orders

When will my credit card be charged?

When will my credit card be charged?
Charge It!
Your credit card will be charged as soon as your order is accepted.
Place your secure order here.

What Method of Payment Do you Take?

We Love Canadian Tire, But we Don’t Take Their Money.
We accept all major credit cards, including Visa, Mastercard and American Express.
We use PayPal and SquareUp to enable you to have a choice on our website. Both systems on Carla’s Cookie Box are completely secure.
All of our sales are made online for both your and our protection and streamline all of our orders.
Also, it’s difficult to take orders while our hands are full of flour or melting chocolate, so this will ensure that you get what you want. ????
Shop Today with confidence.

Do You Have My Credit Card on File?

Safety First!
Carla’s Cookie Box does not have nor saves your credit card information for both of our safety.
All of your transactions are made through a secure Paypal or Square System.
Shop Securely Today

How Do I Check My Order?

You can easily check your order and gift card balance by logging into your Account Page. Your order may be delayed by a day, as couriers are experiencing slower shipping during this time – thanks for your patience.
For everything else, email us, and we’ll help answer any questions you have.
Go to My Account

Where Do I Enter My Coupon Code?

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

When Should I Order?

I don’t need my products until next week / next 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 get your date on the calendar so that you don’t miss out.

How Do I Change My Address?

You can change your shipping address by clicking onto your account and changing it for any orders you may have there.
If you are still having an issue, just send us an email and we will take care of it.
Register an account to make any necessary changes

How Do I Get a Coupon Code?

There are 2 ways of getting a coupon code.
You can sign up for our super cool emails on the homepage, and you can leave us a google review.
Your coupon code will be delivered to your email so check your inbox or spam. 

How do I Choose My Pick up / Shipping Date?

Upon checkout (just before you add your credentials), there is a section to choose to ship or pick up.
Once you select your preference, there is a drop-down calendar to select your pick-up/ SHIPPING date.
Across Canada and the USA, We DO NOT want your cold packed baked goods sitting in a UPS warehouse therefore we DO NOT ship out on a Friday.

How Do I Order?

Welcome to Carla’s Cookie Box Store!
We are not a walk-in storefront, therefore we have put together a step-by-step instruction guide on How to Order Online.

Click on your flavour selections (if applicable), type quantity in the box beside “ORDER NOW,” click “ORDER NOW.”
A side drawer will pop out at the side of the shop with your product and price 
From there, you can continue to shop by clicking the webpage outside of the cart or 
Continue to check out 

Checking Out
Fill Out Your Delivery Information:

Shipping:
Choose the date you would like your item SHIPPED OUT – NOT your delivery date. For more information on how long a shipment takes, CLICK HERE 
If you cannot choose your shipping date, then either we do not ship that particular item to your location, it is past the cutoff time, or we are not delivering that item to your area on that day.
We CANNOT guarantee a specific drop-off time for our deliveries as our local drivers drive for many local businesses and are out delivering all day and evening. For more information on deliveries, CLICK HERE. 
If you feel there is an error on the date, please either Clear Your Cache (instructions on clearing your cache on Mac Here  and Windows Here) or try in a Private Browser (instructions on a private browser on Mac Here and Windows Here)
We DO NOT want your cold-packed baked goods sitting in a UPS warehouse therefore we DO NOT ship out on a Friday.

Pickups: 
Choose your pick up date
Choose your pick up time 
Continue to fill out your name, address, etc.…
Don’t forget to add your shipping phone number. 

Billing Details: 
Fill in your email address, name, address, shipping phone number.
Register your information to our website for easier access to your order details.
Shipping Details:
Click “Ship to a different address” if you are shipping to another person (not yourself).
Coupons:
You can enter coupons either in the cart or at the checkout.
Your Order:
Verify your items
Shipping Verification:
Verify your Shipping or Pick Up Option
Payment:
Choose your payment option. We have THREE payment options. Etransfer, Credit Card or PayPal
Etransfer:
If choosing E-transfer, your payment MUST be received within an hour of your order, or we will cancel your order.
Please add the order number in your comments section on your E-Transfer.
Terms & Conditions:
You must click on the Terms & Conditions 
Click on PLACE ORDER

CONGRATULATIONS! You have just placed your order on Carla’s Cookie Box
You will receive an email with your order details.
Check your spam if you do not see it.

ORDER STATUS:
To check on the status of your order please log into your account.
If you have not created one, you can still login with your email address and click on forgot password to reset your password.
You will get an email the day before your shipping/pickup date with your order verification.

How Do I Order Wholesale?

Send us an email to get you started!

How Do I Check My Order Status?

To check on the status of your order please log into your account.
If you have not created one, you can still log in with your email address and click on forgot password to reset your password.
PLEASE NOTE: As there are only two of us working on your orders and It is an extremely busy time of the year, there will be delays. We appreciate your patience and understanding.
Sign in to Your Account  

Products

How Do I Store My Products?

What do I do 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 in an airtight container and freeze for up to 8 weeks in a fridge freezer.
Don’t Delay, Shop Today

Do You Offer Gluten-Free?

We have currently suspended our gluten-friendly products.

Do You Offer Nut-Free Products?

We Are a Little Nutty Here
Although we have products that do not have nuts in them, 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 are making products that do not have nuts in them.
If you have an allergy, always consult with your physician before purchasing Carla’s Cookie Box Products.
Some of the nuts we use in our kitchen include but are not limited to: pecans, walnuts, peanuts, hazelnuts (Nutella).
We also have Tree nuts, wheat, dairy, cocoa, chocolate, soy, and any other known allergies.
Shop Our Newest Items

Do You Use Animal Lard?

NO ANIMAL LARD
We DO NOT use any animal lard in our butter tarts or any of our other products. 
Our ingredients across the board of our collections include Butter, Flour, Brown Sugar, vegetable shortening, eggs, chocolate, cocoa, maple syrup, salt, pecans, skittles, walnuts, peanut butter, peanuts, pretzels, strawberries, blackberries and many other products.
However, note that marshmallows in our hot cocoa bombs have gelatine, as do some of the gummies used in our chocolate smash products.
Check out our collections today

Do You Offer Butter Tart / Cookie Subscriptions?

Subscription? Really?
Yes! Really! We have monthly Butter Tart monthly subscriptions!
Our 3-month and 6-month Award Winning Gourmet Butter Tarts Subscriptions makes a GREAT gift
How it Works
When you sign up for a butter tart subscription, we will send you your first month’s subscription right away, or on the date you indicate. Subscriptions will then follow once a month for 3 or 6 consecutive months.
With our subscriptions growing, we have had to split up our monthly deliveries. You will now receive your subscription on either week 1, week 2, week 3, or week 4 of the month, depending on when you purchased your subscription.
For example, if you purchased your subscription on June 13, you will receive your first month’s butter tarts on approximately June 14th (depending on where you live and delivery service. Each subsequent month, you will receive your butter tarts on week 2 of the month, approximately on Thursday or Friday.
Gift for Someone Else?
If your butter tart subscription is a gift, you don’t have to select their butter tarts for your recipient.
Pick plain as your butter tart flavour per month, add a note that your recipient will be emailing me to choose their flavours and go to checkout to complete the payment.
Ensure to include the mailing address, phone number and email address for your recipient and the date you are sending the gift certificate to them.
Once you give them their subscription Gift Certificate, your recipient can email us with their six butter tart flavours.
Ingredients Include:
100% Butter
100% Ontario Maple Syrup
Brown Sugar
Eggs
NO ANIMAL LARD
Shop Subscriptions Today

Shipping

How Do I Create an Account?

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

Do You Offer Same Day Pick up or Delivery?

Coming Soon! However, for the time being, you can preorder our Award Winning Gourmet Butter Tarts for next-day delivery or pick up.

Do You Offer Corporate Deliveries?

I am looking to get 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 box prices.

Can I Request a Delivery Time

For an extra fee, we can get your products to you at a specific time from Monday – Friday 9-5 in the following areas:
Toronto 
Brampton 
Mississauga 
Vaughan
Markham  
Scarborough 
Richmond Hill
Not included in the FREE SHIPPING promotion.
For Corporate order deliveries please send us an email: info@carlacookiebox.com

How Much Is Shipping?

FREE Shipping 
Shipping is FREE for every $100 order in Ontario (conditions apply).
Otherwise, we charge based on the weight and location of your shipment.
Typically a flat fee of $15 to Ontario, $17 to Quebec, $22-24 to British Colombia, Alberta, Saskatchewan, Manitoba, New Brunswick, Prince Edward Island, Newfoundland and Labrador, Novia Scotia, $60 to Yukon, Northwest Territories and Nunavut, and $25 to the USA.
As our product is very delicate, we take EXTRA precautions when packing your items to deter any breakage and to maintain freshness in all of your orders.

Our shipping costs are reduced with large corporate orders.
Place a FREE Shipping Order Today

Where Do You Ship?

We Ship All Across Canada + 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 be sure to sign up for one. If you don’t sign up for an account, you can still access your information by typing in your email address in the account section and clicking “forgot password”. You will then get an email to pick a new password.
If you still can’t locate your tracking number, please check your junk mail.

How Long Does it Take to Receive My Order?

We Ship Across Canada and the USA
Approximate Timeline of Arrival.
Upon Checkout, you will choose your SHIPPING day NOT your DELIVERY day.
Although we provide next-day shipping, once it gets into the shipping company’s hands, it is out of our hands. We send you a tracking number so you can see where your order is.
CHECK YOUR SPAM.
We use overnight services to ensure your products quickly get to you.
Ontario:
Shipping Locations for GTA: 1-2 days shipping (See LOCAL SHIPPING 4-1-1)
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): approximately 4 days
The Maritimes (New Brunswick, Nova Scotia, PEI): approximately 3-4 days
Newfoundland and Labrador: approximately 3-4 days
Quebec: approximately 1-2 days
The Territories: approximately 5 days
USA:
3-5 days
We DO NOT want your cold-packed baked goods sitting in a warehouse therefore we DO NOT ship out on a Friday.
Order Today for On-Time Orders

What Is Your Local GTA Shipping Information?

Local GTA Shipping 4-1-1:
Upon Checkout, you will choose your SHIPPING day, NOT your DELIVERY day.
We Ship from Monday – Friday from 9 am – 5 pm.
Unfortunately, our drivers go all over the GTA, so we cannot determine your delivery time.
Our Delivery Times are as follows for the Following Cities: 

Prestige DeliveriesAtripco DeliveriesAtripco - No Fridays Deliveries

Do You Have Pickup Options?

We offer a contactless pickup option six days a week.
Once you select your pickup 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 pickup date and time. Your order will be waiting for you on an outdoor table, contactless.
We also send you a pickup email before your pickup with the pickup address and instructions.
Please arrive on your scheduled date and time.
Please send us a text for emergencies. 647-271-3347
Pickup Address is:
31 Chicory Gate
Woodbridge, ON
L4L 5J9

Still Need Help? We’re Here!

Free Ontario Shipping

On Ontario orders over $100: Conditions Apply

Next Day Shipping Available

Pick your SHIPPING date on checkout, Conditions Apply

International Shipping

We Ship Across CANADA + USA

100% Secure Checkout

Licensed, Foodsafe Certified, BBB Accredited, Insured, FDA Approved