Shipping Policy
🍁 Proudly Canadian | 🥇 Voted Best in Toronto | 📦 Nationwide Fresh Delivery
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.
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, and FedEx. 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, or import fees.
Free Shipping Promotions & Exclusions
From time to time, Carla’s Cookie Box may offer free shipping promotions when an order meets the advertised minimum purchase requirement.
- Free shipping eligibility is determined by the delivery address and available carrier service.
- Some destinations may remain subject to shipping charges even when the promotional order threshold has been reached.
- Any applicable shipping charge will be displayed before the order is completed.
- Free shipping promotions cannot be exchanged for cash or applied as a credit toward another shipping service.
When a promotion is advertised as “Free Shipping — Exclusions Apply”, the exclusions listed above form part of that promotion.
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 controlled by the courier.
Courier delays caused by weather, traffic, mechanical issues, staffing shortages, service disruptions, or volume surges are outside our control and do not qualify for refunds or replacements solely because of a transit delay.
All desserts are vacuum-sealed for freshness. Once a shipment leaves our facility, transit and delivery are handled by the selected courier.
Local Pickup Orders
- Local pickup is available Tuesday through Friday.
- Pickup date and time must be selected at checkout.
- A completed email confirms that the order is ready for pickup.
Orders not collected at the scheduled pickup time may be subject to quality degradation and are not eligible for refunds due to delayed collection.
Tracking & Delivery Confirmation
Tracking details are provided by email once the shipment is initiated.
Delivery, Safe Drop & Liability
- Couriers may perform unattended delivery, also known as a “safe drop.”
- Multi-unit buildings may require delivery to a lobby, concierge, mailroom, parcel room, or other designated delivery area.
Once an order is marked Delivered by the courier, customers are responsible for promptly locating and retrieving the package.
Carla’s Cookie Box is not responsible for loss, theft, weather exposure, heat exposure, or damage occurring after confirmed delivery.
Minor cosmetic movement, cracking, settling, sticking, or shifting during transit may occur and does not necessarily affect the quality or safety of the product.
Perishable Items & Warm Weather
Baked goods are perishable and may be sensitive to heat and temperature exposure. Courier vehicles and delivery environments are not temperature-controlled.
Cold packs may be available for eligible products at checkout.
Missing, Not Received & Delivery Issues
If tracking indicates Delivered but the package cannot be located, the customer must submit a shipping claim so the delivery can be investigated.
📦 Shipping Claim Requirements
To begin a claim, all required documentation must be submitted within 48 hours of delivery.
Please provide photographs showing:
- The full contents of the package
- The packing slip
- The shipping label visible on the outer box
- The bottom panel of the shipping box showing the printed box dimensions
Incomplete or late claims may not be eligible for review.
Chargebacks & Delivery Disputes
Customers should contact Carla’s Cookie Box and complete the applicable claims process so that we have an opportunity to investigate and resolve the issue.
When responding to a payment dispute or chargeback, Carla’s Cookie Box may provide relevant records to the payment processor or financial institution, including:
- Courier delivery confirmation
- Available GPS or delivery-photo evidence
- Tracking records
- Order and fulfillment records
- Customer communications
- Applicable store policies
Address Accuracy, Changes & Returns
- Customers are responsible for providing a complete and accurate shipping address.
- Apartment, suite, buzzer, unit, or other required delivery information must be included when the order is placed.
- Delivery to the address entered on the order is considered delivery to the customer-provided destination.
- Orders delivered to an incorrectly entered customer address are not eligible for refund on that basis.
If an address change is requested after an order has been placed, we will make reasonable efforts to accommodate the request when possible. Address changes cannot be guaranteed once an order has entered fulfillment or has been transferred to the courier.
Packages returned because of an incorrect or incomplete address, delivery refusal, failed delivery, or missed carrier pickup may not be eligible for a refund. Additional shipping charges may apply if reshipment is available.
Contact & Support
If you need assistance with an order, tracking, or shipping issue, please contact us:
- Email: support@carlacookiebox.com
- Help Center: FAQ
- Contact Form: Contact Us
