Return & Refund Policy

At Carla’s Cookie Box, we stand behind the quality of our desserts and want every customer to feel confident ordering from us. This return and refund policy explains how cancellations, returns, and refunds are handled. If you have any questions, we’re here to help.

Missing Items Policy

At Carla’s Cookie Box, every order is packed carefully and verified before shipping. We understand that sometimes things can appear missing, so we have a clear process to help us review claims quickly and fairly.

If you believe an item is missing from your delivered order, please provide all of the following within 48 hours of delivery:

1. A clear photo of the shipping box (top and bottom) – the bottom photo must clearly show the printed box dimensions on the flap.
2. A photo of the shipping label displaying your name and tracking number.
3. A photo of the packing slip included inside the box.
4. A photo of the box contents as received (before removing any packaging).

Send all photos to orders@carlacookiebox.com with your order number in the subject line.

Without these photos, we’re unable to verify claims or issue replacements. All shipments are photographed, weighed, and scanned before leaving our bakery to ensure accuracy and fairness for every customer.

This policy helps us protect both our customers and our small Canadian business from shipping discrepancies.

Damaged Items Policy

Every dessert from Carla’s Cookie Box is packed with care to help it arrive safely and fresh. We use sturdy boxes, vacuum sealing, and protective packaging for every shipment. Once an order leaves our bakery, it is handled by third-party couriers, and we cannot control temperature, transit conditions, or handling during delivery.

For that reason, we do not issue refunds or replacements for items that arrive damaged, melted, or broken.

Please note:

• Cold packs are only included when purchased as part of your order.
• Even a slightly cracked or broken butter tart tastes just as delicious — cosmetic damage doesn’t affect the flavour or handmade quality.

If your package arrives visibly damaged, please email orders@carlacookiebox.com with:

• A photo of the outer box (top and bottom) showing the printed box dimensions on the bottom flap.
• A photo of the contents as received, before unwrapping further.

While we can’t replace or refund damaged items, we do log every report and use your feedback to improve our packaging standards and shipping methods.

Thank you for understanding and supporting a small Canadian bakery that puts care into every single dessert we send.

Cancellations & Refund Requests

You can cancel your order within 7 days of receiving your item. To begin the process, please email a clear cancellation request to support@carlacookiebox.com. Once we receive your returned item (if required), we’ll issue a refund to your original payment method within 14 days.

Return Conditions for Dessert Orders

• Order must have been placed within the last 7 days
• Items must be in original, unopened packaging

Please note: We cannot accept returns for:

• Custom or personalized items
• Perishable goods (e.g., baked goods) that have been opened, consumed, or improperly stored
• Items not suitable for return due to hygiene concerns once opened
• Sale or discounted items (unless required by law)

Returns that do not meet these conditions may be declined at our discretion as outlined in this return and refund policy.

Shipping Details for Returns

Customers are responsible for the cost and risk of return shipping. We strongly recommend using a trackable and insured method.

Return Address:Carla’s Cookie Box31 Chicory GateWoodbridge, ON L4L 5J9

Returns on Gifts

If the item was marked as a gift when purchased and shipped directly to the recipient, you’ll receive a gift credit once the return is received. If the gift giver had the item shipped to themselves, the refund will go to them.

Need More Help With Our Return Policy?

If you need help or have questions, contact us here or email support@carlacookiebox.com. You can also visit our FAQ page or Terms & Conditions for more info.

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Last updated: May 22, 2025