Shipping Policy

Shipping Policy

Shipping 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, all orders are baked fresh and prepared specifically for each customer. This Shipping Policy explains how orders are processed, shipped, tracked, and handled once they leave our facility.

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

Important: Butter tart fillings may shift, stick to packaging, or leak slightly during shipping. This is normal and is not eligible for a refund or replacement.

Where We Ship

  • We ship within Canada and the United States.
  • P.O. Boxes are not supported.
  • Remote or rural locations may experience extended transit times.

Orders are shipped using third-party carriers including Intelcom/Dragonfly, GLS, UPS, FedEx, and other available courier services. Carrier selection is determined based on destination, service level, and logistics availability.

For U.S. orders, the recipient is solely responsible for any customs delays, duties, taxes, import fees, or border-related delays.

Order Processing & Shipping Dates

  • Orders ship on Wednesdays and Fridays only.
  • The date selected at checkout is the shipping date, not the delivery date.
  • Orders placed after business hours, on weekends, or on holidays are processed on the next business day.
  • High-volume periods may extend processing timelines.

Shipping timelines shown at checkout are estimates provided by the courier. Delivery dates are not guaranteed.

Once an order leaves our facility, transit timing, routing, and delivery are fully controlled by the courier.

Tracking Disclosure: Tracking notifications are sent when a shipping label is generated. Label creation does not indicate physical shipment. Orders depart on the selected shipping date.

Courier delays caused by weather, traffic, mechanical issues, staffing shortages, customs processing, border delays, or volume surges are outside our control and do not qualify for refunds, replacements, or chargebacks.

All desserts are vacuum-sealed for freshness. Custody transfers to the courier once the shipment leaves our facility.

Local Pickup Orders

  • Local pickup is available Tuesday through Friday.
  • Pickup date and time must be selected at checkout.
  • A Completed email confirms your order is ready for pickup.

Orders selected for local pickup should be collected on the scheduled pickup date during the selected pickup window.

If you are unable to make your pickup time, please contact us as soon as possible. We will do our best to accommodate an alternate pickup time whenever possible.

Because all of our products are baked fresh to order, they are perishable and may need to be discarded if they are not collected within a reasonable period for food safety and quality reasons.

Orders that remain unclaimed for more than 7 calendar days after you have been notified that they are ready for pickup may be disposed of without refund.

If an order is cancelled after it has been prepared, or is otherwise eligible for a refund but is not picked up, the following applies:

  • A 25% Handling & Disposal Fee will be deducted from any eligible refund to cover labour, packaging materials, payment processing fees, and disposal costs.
  • Shipping charges, if applicable, are non-refundable.
  • Customized or personalized products, including printed cookies and other custom-made items, are final sale and are not eligible for cancellation, refund, exchange, or credit once production has begun.

We reserve the right to refuse refunds for products that cannot be resold due to their perishable nature.

Tracking & Delivery Confirmation

Tracking details are provided by email once the shipping label has been created.

Customers are responsible for monitoring tracking information and ensuring someone is available to receive perishable shipments where appropriate.

➡️ Track My Order

Proof of Delivery: Courier-confirmed delivery — including GPS verification, delivery photos, or scan confirmation — constitutes full and valid proof of fulfillment.

Delivery, Safe Drop & Liability Transfer

  • Couriers may perform unattended delivery, also known as “safe drop”.
  • Multi-unit buildings may require lobby, mailroom, or parcel-room delivery.

Once a package is marked Delivered, responsibility transfers to the customer. Carla’s Cookie Box is not responsible for loss, theft, damage, heat exposure, or delayed retrieval after delivery confirmation.

Minor cosmetic movement, cracking, or settling during transit is expected and does not affect product quality or qualify as damage.

Perishable Items & Warm Weather

Baked goods are perishable and sensitive to temperature exposure. Cold packs are optional and available at checkout for eligible products. Courier vehicles and warehouses are not temperature-controlled.

Items affected by heat exposure, failure to retrieve the package promptly after delivery, or being left unattended after delivery are not eligible for refund, replacement, or chargeback.

Missing, Not Received & Delivery Issues

If tracking indicates Delivered but the package is not located, the customer must submit a shipping claim for courier investigation.

Submit a Shipping Claim

📦 Shipping Claims Requirements

To begin a claim, all required documentation must be submitted within 48 hours of delivery.

  • Full contents of the package
  • Packing slip
  • Shipping label visible on outer box
  • Bottom panel showing printed box dimensions

Incomplete or late claims will not be reviewed.

Chargebacks & Delivery Disputes

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

Required: All issues must be submitted within 48 hours with full documentation.
  • Failure to follow this process voids eligibility for resolution.
  • Courier-confirmed delivery is valid proof of fulfillment.

We reserve the right to dispute chargebacks using:

  • Delivery confirmation, including GPS, delivery photo, or courier scan
  • Tracking and fulfillment records
  • Customer agreement to policies at checkout

Address Accuracy, Changes & Returned Shipments

Please carefully review your shipping address before placing your order. Customers are responsible for providing a complete and accurate shipping address, including apartment, unit, buzzer, or suite numbers where applicable.

  • We are unable to verify or validate every shipping address entered at checkout.
  • If you notice an error, please contact us immediately. We will do our best to update your address before your order ships.
  • Once an order has shipped, we cannot guarantee that address changes can be made.

If a shipment is returned because of an incorrect or incomplete address, refused delivery, failure to collect the package, or any other circumstance beyond our control, the order is not eligible for a refund.

Because our products are baked fresh and are perishable, returned food cannot be restocked or resold. In addition, return shipping charges are billed to us by the carrier.

If a returned shipment was caused by a carrier error, please contact us. We will investigate the matter with the carrier and determine the appropriate resolution based on the outcome of that investigation.

Contact & Support

Last updated: April 2026