Formulaire de réclamation d'expédition
Formulaire de réclamation d'expédition
🔍 Need Help Finding Your Tracking Number?
Your tracking information is automatically emailed to you when your shipping label is created.
Before submitting a shipping claim, please:
- Check your inbox for an email from Carla's Cookie Box.
- Check your Spam, Junk, Promotions, and Clutter folders.
- Log in to your account to view your order status and tracking information.
If you've completed the steps above and still can't locate your tracking information, please contact us. We'll be happy to help you locate your tracking details before you submit a shipping claim.
Before You Submit a Shipping Claim
Before completing the claim form, we recommend reviewing the resources below. They answer many common shipping questions and may save you time.
- Minor cracks, shifting, or movement during shipping are considered cosmetic and are not classified as damage.
- Courier delays caused by weather, customs, or carrier operations do not automatically qualify for refunds or replacements.
- Products affected by heat exposure, delayed retrieval after delivery, or improper storage are not eligible for claims.
📦 Shipping Claims Requirements
Please do not throw away the shipping box, packing materials, packing slip, or any damaged product until your claim has been reviewed. The courier may request additional photos or an inspection of the original packaging as part of their investigation. Claims may be denied if the required evidence is no longer available.
For missing items inside your package, significant damage, or spoilage concerns, please provide the requested documentation below. Clear photos help us review claims quickly and fairly.
To begin a shipping claim, all required documentation must be submitted within 48 hours of delivery.
You may upload the required photos using the Shipping Claims Form below or email them to orders@carlacookiebox.com.
- A clear photo of the full contents of the package.
- A photo of the packing slip.
- A photo of the outside shipping box with the shipping label clearly visible.
- A photo of the bottom of the box showing the printed box dimensions.
Package Marked "Delivered" But You Didn't Receive It?
If your tracking shows Delivered but you cannot locate your package, please complete the Shipping Claims Form below.
As part of the investigation, we may request courier documentation such as GPS delivery scans, delivery photographs, driver notes, or other information provided by the carrier.
If the package was delivered to the shipping address provided at checkout, a courier investigation may be required before any resolution can be determined. In some circumstances, the courier may also require a case number or police report.
Check Your Courier Tracking
Sometimes shipments are delayed because of weather, customs processing, high parcel volumes, or other courier operational issues. You can check the latest tracking information directly with your carrier below.
