Frequently Asked Question
🍁 Proudly Canadian | 🥇 Voted Best in Toronto | 📦 Nationwide Fresh Delivery
Handmade in Toronto using locally sourced ingredients, Carla's Cookie Box crafts award-winning butter tarts, soft-baked cookies, and rich brownies. Perfect for corporate gifting, events, or personal treats — taste the homemade difference.
🛒 Shop Now
Welcome to our Customer Help & FAQ page! Here you’ll find quick answers about orders, shipping, product care, and more. Still need assistance? Feel free to contact us directly — we’re happy to help!
Our award-winning butter tarts have even been featured in Canada’s best dessert roundups — check it out on the Food Network!
General Customer Help & FAQ
If you're experiencing any issues, try refreshing the page, clearing your browser cache, or switching devices. Still need help? Please contact our team directly.
Due to the perishable nature of our products, we do not accept returns. For more details, view our Terms & Conditions.
Please email us with your order number and a photo of what you received through our Customer Support page. We'll work quickly to make it right.
We take great care in packaging, but if your order arrives damaged, please contact us immediately with a photo and your order number.
You can reach us through our Contact page or by replying to your order confirmation email. We typically respond within 24–48 hours.
Orders can be modified or cancelled if we receive notice at least 72 hours before your delivery or pickup date. Please contact us for assistance.
We recommend ordering at least 1-2 days in advance. For busy holidays or custom events, order 5-7 days ahead if possible. You can view our full selection on the Shop page.
Orders & Shipping - Customer Help & FAQ
During extreme heat, we may delay shipments to preserve quality. You'll be notified by email if your order is affected. You can also purchase cold packing upon shipping out.For urgent questions, please contact us.
Standard shipping takes approximately 2–5 business days, depending on your location. Pickup and GTA delivery are usually faster. Check our Shop page for local options.
We partner with several trusted courier services depending on the destination. You'll receive a tracking link once your order ships. See details on our Shipping Video.
We do not currently offer same-day delivery. However, please contact us if you have an urgent request — we’ll try our best to accommodate it.
Shipping rates are automatically calculated at checkout based on your location and the weight of your order. We run shipping promotions throughout the year. Keep an eye out for our free shipping promotions.
At checkout, you can select your preferred pickup or shipping date. If you have a specific event date, please note it in your order comments or contact us.
Your account is automatically created when you place your first order. You will receive an email to set your password. Manage your orders anytime through the My Account page.
If your order hasn't shipped yet, please contact us immediately with the updated shipping information.
Yes! Pickup is available at our Vaughan location. Select "Pickup" at checkout, and we’ll email you detailed instructions. Find more info on our Checkout page.
You'll receive a tracking link via email once your order is shipped. You can also view tracking updates by logging into your My Account.
While we cannot guarantee specific delivery times, you can leave a request in the order notes at checkout. We will do our best to accommodate special requests — or contact us to discuss options.
Yes, we offer corporate gifting and large order delivery services. Visit our Corporate Subscriptions page or contact us for personalized help.
No — for your security, we do not store any payment information. All transactions are processed securely by our trusted payment partners. Read more in our Privacy Policy.
Your credit card is charged immediately upon placing your order through our website.
Yes! We offer nationwide shipping for all our butter tarts, cookies, and brownies so you can enjoy our treats anywhere in Canada and the USA.
We currently ship within Canada and the USA. For international corporate orders, please contact us to discuss special arrangements.
Product Information – Customer Help & FAQ
Want a peek behind the scenes? Watch our kitchen in action on
Instagram
!
Yes, we offer wholesale partnerships for qualified retailers and food service clients. Please contact us for details and pricing information.
Our desserts stay fresh for 5–7 days when stored in an airtight container at room temperature. For longer storage, freeze them and enjoy later. Learn more about care instructions on our Shop page.
We are not a certified allergen-free facility. Cross-contamination is possible. Please contact us before ordering if you have specific allergy concerns.
No, we are not a nut-free facility. Some products may not contain nuts but are made in an environment where nuts are present. Always check our Shop page or contact us for more information.
At this time, we do not offer gluten-free desserts. Stay tuned for future updates by subscribing to our newsletter.
No. We proudly use Canadian butter and vegetable-based fats in all our recipes — never animal lard. Learn more about our ingredients on the Our Story page.
Yes! We offer monthly dessert subscriptions for personal and corporate clients. Explore options on our Personal Subscriptions page or Corporate Subscriptions page.
Customer Help & FAQ – Helpful Quick Links
FAQ: Shipping Explained
