Return & Refund Policy

This website is operated by Carla’s Cookie Box. Throughout the site, the terms “we”, “us”, and “our” refer to Carla’s Cookie Box.

At Carla’s Cookie Box, we stand behind the quality of our desserts. Because our products are perishable, this policy explains how cancellations, claims, and any eligible refunds are handled.

By placing an order, you confirm that you have read, understood, and agreed to this policy at checkout, along with our Shipping Policy and Terms & Conditions.

Shipping Dates & Delivery Timing

Orders are shipped on the shipping date selected at checkout. Delivery timing is controlled by the courier and may vary due to routing, weather, or operational delays.

Courier delays do not qualify for refunds, cancellations, or chargebacks.

Missing Items Policy

All claims must be submitted within 48 hours of delivery with complete documentation.

Claims submitted without all required documentation or outside the 48-hour window will not be reviewed.

We use internal packing checks, recorded weights, and courier data to verify all claims.

Damaged Items & Product Condition

Our desserts are fragile and may experience minor shifting, cracking, or leakage during transit. This is normal and not considered damage.

We do not issue refunds or replacements for items that arrive melted, broken, or cosmetically altered.

Courier handling, temperature exposure, and transit conditions are outside our control.

Cold packs are only included when purchased and do not guarantee temperature control during transit.

Freshness, Storage & Spoilage

Products are vacuum-sealed for freshness. Compression, condensation, or soft texture is normal and does not indicate spoilage.

Spoilage is defined as:

• visible mold
• clear sour or off odor
• evidence that proper storage instructions were followed

Customers are responsible for proper storage after delivery. Items left unrefrigerated, exposed to heat, or improperly stored are not eligible for refunds.

Orders Marked Delivered

Once an order is marked Delivered, responsibility transfers to the customer.

Lost, stolen, or misdirected packages after delivery confirmation are not eligible for refund or replacement.

Cancellations & Refund Requests

Orders may only be cancelled if production has not begun.

Once an order has been baked, processed, or shipped, all sales are final.

Refunds are not issued for:

• courier delays
• cosmetic damage
• Incorrect addresses entered at checkout
• customer preference or taste

Returns

Due to food safety regulations, we do not accept returns of perishable items once they leave our facility.

Non-perishable items may be eligible for return within 7 days if unused and in original packaging.

Chargebacks & Disputes

By placing an order, you agree to follow our claims process before initiating any chargeback or dispute.

• Failure to follow this process voids eligibility for resolution
• Courier-confirmed delivery is proof of fulfillment

We reserve the right to dispute chargebacks using:

• delivery confirmation (GPS, photos, courier scan)
• order records and timestamps
• customer agreement to policies at checkout

Chargebacks filed without valid cause may be formally contested as a breach of agreement.

Contact

For assistance, contact:

• Email: support@carlacookiebox.com
• Contact Page
• FAQ

Last updated: January 2026